Frequently Asked Questions
Everything you need to know about Voley
Voley is a communication platform built specifically for insurance agencies — with native HawkSoft integration, automatic AMS logging, and E&O-grade documentation built in.
- What is Voley?
- Voley is a communication platform built specifically for insurance agencies. It provides SMS and messaging capabilities with automatic logging into HawkSoft and other agency management systems (AMS), compliance guardrails, and E&O-grade documentation for every client interaction. Voley is purpose-built for the insurance vertical — not a generic messaging tool adapted for agencies.
- How does Voley integrate with HawkSoft?
- Voley is an official HawkSoft Partner. Insurance agencies subscribe to Voley directly from the HawkSoft Marketplace, then connect using their agency's HawkSoft Agency ID. Once connected, Voley syncs client contacts from HawkSoft and automatically logs SMS conversations back into the correct client records as notes. No manual copy-pasting is required. HawkSoft remains the source of truth — Voley reads from it but never overwrites existing data.
- How does automatic SMS logging work in Voley?
- Voley can log conversations to HawkSoft automatically in three ways: (1) Log on Close — unlogged messages are sent to HawkSoft when a conversation is closed, with a confirmation prompt for review; (2) End of Day Catch-Up — any conversations not logged during the day are automatically documented at the end of each business day; (3) Manual logging — agents can select specific messages at any time and log them immediately. All logging is idempotent — a message is never logged twice.
- Is texting compliant for insurance agencies?
- Yes, texting is compliant for insurance agencies when proper documentation and consent practices are followed. Voley provides TCPA-compliant opt-in workflows, automatic message logging for E&O protection, compliance guardrails that prevent policy violations, and full audit trail exports. Voley is purpose-built to make SMS communication defensible and documentable for insurance agencies operating under state and federal communication regulations.
- How does Voley help reduce E&O risk?
- Voley reduces E&O risk by creating an immutable, timestamped record of every client communication. Every SMS sent or received is automatically logged into HawkSoft with full message content, sender identity, and timestamp. If an E&O claim arises, agencies can export a complete audit trail of all communications with that client, providing clear documentation of what was said, when, and by whom.
- Can all messages be exported for audit purposes?
- Yes. Voley supports full audit trail exports of all conversations, including message content, timestamps, sender information, and HawkSoft logging status. Exports are available in structured formats suitable for legal review, compliance audits, and E&O defense proceedings.
- Does Voley replace RingCentral or other general phone systems?
- Voley is not a general-purpose phone system. It is a purpose-built communication infrastructure platform for insurance agencies. Unlike RingCentral, Voley natively integrates with HawkSoft and other AMS platforms, automatically documents every conversation for compliance, and enforces insurance-specific guardrails. Agencies using Voley eliminate the manual work of copying messages into their AMS after every client interaction.
- What AMS platforms does Voley integrate with?
- Voley has a native, official integration with HawkSoft, available directly through the HawkSoft Marketplace. Voley also supports integration with Applied Epic, AgencyZoom, and other agency management systems. Contact the Voley team to inquire about a specific AMS integration.
- What are compliance guardrails in Voley?
- Compliance guardrails are configurable rules in Voley that prevent agents from sending messages that violate agency policy or regulatory requirements. Examples include blocking unapproved language, enforcing opt-in verification before messaging a client, and requiring supervisory review for certain communication types. Guardrails are configured by agency administrators and apply consistently across all team members.
- Can multiple agents share one phone number in Voley?
- Yes. Voley supports shared agency phone numbers where multiple agents can send and receive messages from a single business number. All messages are attributed to the individual agent in the HawkSoft log, maintaining full accountability and complete documentation even when the agency shares a single outbound number.
- Is Voley TCPA compliant?
- Voley is built with TCPA compliance as a core requirement. The platform includes opt-in consent tracking, opt-out (STOP command) processing, time-of-day sending restrictions, and documentation of consent records. These compliance features are designed specifically for insurance agencies operating under federal TCPA requirements and applicable state regulations.
- How does Voley handle contacts with shared phone numbers?
- When multiple HawkSoft clients share the same phone number — for example, a family using one cell phone, or a business with a main line — Voley displays all associated client records and allows agents to select which client record each message should be logged to. Individual messages can be reassigned to specific client records before logging, ensuring accurate AMS documentation.
- Does Voley work for independent insurance agencies?
- Yes. Voley is designed for independent insurance agencies of all sizes, from single-agent offices to large multi-location agencies. The platform scales with role-based permissions, shared team inboxes, admin-level compliance controls, and per-agent attribution in HawkSoft logs.
Still have questions? We're happy to walk you through how Voley works for your agency.