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Setting Up Your Voley Account
A complete walkthrough of getting your agency set up and ready to communicate with clients through Voley.
Overview
When an insurance agency signs up for Voley, they go through a structured onboarding process that takes about 15-20 minutes to complete the initial setup, with phone number approval taking an additional 7-10 business days.
The process includes account creation, company information, phone number setup, optional integrations, contact import, and payment configuration.
Need Help? If you have any questions or concerns during the setup process, please don't hesitate to reach out to our support team for assistance.
Initial Setup
Step 1: Account Creation
Agencies start by visiting the signup page and entering:
- Work Email: Their business email address (becomes their login)
- Password: Account password
- First & Last Name: The account owner's name
- Company Name: The agency's business name
After clicking "Create Account," they're automatically logged in and taken to the next step.
Step 2: Company Information
The system collects information about the agency to customize their experience:
- Company Size: Number of employees (1-5, 6-20, 21-50, 50+)
- Client Count: Approximate number of clients they serve
- Industry Type: Primary insurance focus (Auto, Home, Commercial, Life, Health, etc.)
- Current Software: Existing systems they use (HawkSoft, Applied Epic, Agency Zoom, etc.)
- Business Goals: What they want to achieve with Voley
This information helps determine pricing tiers and available integrations.
Step 3: Phone Number Setup
Agencies choose between two options:
Option A: Get a New Number
Most agencies choose to get a new dedicated number for texting. They provide:
- Business Information: Legal business name, business type (LLC, Corporation, etc.), EIN, and business website
- Authorized Representative: Name, title, phone, and email of someone who can represent the business
- Business Address: Physical business address (P.O. boxes not allowed)
The system then creates a Trust Hub profile, registers the brand with The Campaign Registry (3-5 business days), registers the messaging campaign (1-3 business days), and assigns a phone number once approved.
Option B: Port Existing Number
Some agencies prefer to use their current business number. This requires:
- Proof of ownership of the existing number
- Letter of Authorization (LOA) for number porting
- Verification that the number supports SMS/MMS messaging
Integration Setup (Optional)
Agencies can connect their existing management systems to automatically sync contacts and log conversations.
HawkSoft Integration
Agencies with HawkSoft provide:
- Client ID and Client Secret from their HawkSoft API settings
- Agency ID from their HawkSoft account
- Environment selection (Sandbox for testing, Production for live use)
Once connected, the integration:
- Automatically imports client contacts
- Logs all messages and conversations back to client records
- Keeps contact information synchronized
- Maps conversations to the correct clients
Other Integrations
Additional AMS/CRM integrations are currently under construction. Contact our support team for updates on availability.
Contact Import
Agencies get their client contacts into Voley through:
HawkSoft Contact Sync
If you've connected HawkSoft, you can import all your contacts with a single sync. Here's how it works:
- Run a manual sync from Settings to import all existing contacts from HawkSoft
- Contact information maps automatically to the appropriate fields in Voley
- All conversations are logged back to the correct client records in HawkSoft
HawkSoft is your source of truth. Voley never modifies contact information in HawkSoft — we only read from it. When you make changes in HawkSoft (updating contact info, removing clients, merging records, etc.), simply run another manual sync in Voley and your contact list will update to match.
Manual Upload
Agencies can upload a CSV file with their contacts. The system expects:
- Required fields: First Name, Last Name, Phone Number (in +1XXXXXXXXXX format)
- Optional fields: Email Address, Company Name, Address, Policy Numbers, Notes
Individual Entry
Smaller agencies can add contacts one at a time through the dashboard.
Payment Setup
Agencies provide billing information to activate their account:
- Payment method: Credit card or bank account (ACH for annual billing)
- Billing address: Where invoices should be sent
- Tax information: Business tax ID if applicable
- Billing contact: Primary contact for billing issues
The system offers both monthly and annual billing options, with annual billing providing a discount.
Setup Complete
Once the initial setup is finished, agencies have:
Immediate Access
- Full dashboard access for managing contacts and conversations
- Team chat functionality for internal communication
- Ability to organize contacts into folders and groups
- Team member management to add additional users
Pending Phone Number
- Phone number registration processes in the background (7-10 business days)
- Email notifications keep the agency updated on approval status
- Once approved, SMS/MMS messaging becomes available immediately
Team Management
After setup, agencies can add team members to their account:
- Invitation process: Agency owner invites users via email from Settings > Team Members
- Role assignment: Admin (full access), User (messaging and contacts), or Read-Only (view only)
- Account access: Team members create their own passwords and join the agency account
- Billing: No additional cost for team members regardless of count
Common Setup Situations
Business Registration Issues
The most common approval delays occur when:
- Business website doesn't match the registered business name
- EIN doesn't match the legal business name
- Website lacks privacy policy or terms of service
- Residential address used instead of business address
Integration Connection Problems
HawkSoft integration issues typically involve:
- Incorrect Client ID or Client Secret from HawkSoft
- Wrong Agency ID entered
- API access not enabled in the HawkSoft system
- Environment mismatch (Sandbox vs Production)
Contact Import Challenges
Contact import failures usually happen when:
- Phone numbers aren't in the required +1XXXXXXXXXX format
- CSV files missing required headers (First Name, Last Name, Phone)
- File size exceeds the system limit
- Special characters in contact names cause formatting issues
Support and Next Steps
Once agencies complete setup, they typically:
- Wait for phone number approval (receive email updates on status)
- Explore the dashboard while waiting for messaging activation
- Set up team members and organize contacts into folders
- Configure message templates and business hours
- Begin messaging clients once phone number is approved
The platform provides support through in-app help, email support, and live chat during business hours. Most agencies are successfully messaging clients within their first week of approval.