Ulysses Campos is running a successful Farmers agency in San Antonio, TX, earning both Prime Agent and Topper Club recognition. His agency had prospects coming in and producers ready to sell them. The part that wasn't working sat in between: actually reaching the leads he'd already paid for.
"One of our biggest challenges was simply getting in contact with the leads we were already paying for. Like most agencies, we had plenty of prospects coming in, but many wouldn't answer phone calls or respond to voicemails." — Ulysses Campos
This is a different problem than not having time to follow up. The follow-up was happening. The phone was ringing. Prospects just weren't picking up, and voicemails weren't getting returned. Every unanswered call was a paid lead getting cold, or likely going to a competitor.
"We knew there were opportunities being missed simply because we couldn't start a conversation with them quickly enough."
The issue was channel and speed, not lack of effort. Phone-first outreach reaches a shrinking share of prospects, and the ones who don't answer a call often will respond to a text. The conversation just has to start somewhere on the channel they'll actually engage.
When Ulysses looked at Mav, the combination that stood out wasn't AI texting on its own. It was our unique approach of AI texting paired with a live call transfer.
"What stood out to me was Mav's AI-powered text conversations combined with the live transfer feature. Instead of replacing my sales team, it helps bridge the gap by engaging prospects through text and then transferring interested customers directly to one of my licensed producers."
Mav starts the conversation over text, where more prospects are willing to engage, and once someone is interested, it hands them off live to a licensed producer who can quote and close. The text-first approach opens contact that phone-only outreach misses, and the live transfer means an interested prospect reaches a human while they're still engaged.
"It seemed like a practical way to improve contact rates without adding more workload to my team."
He wasn't looking to replace producers or add a system his team would have to babysit. He was looking to reach more of the leads he'd already bought and route the interested ones to the people who close them.
Most agencies default to phone-only follow-up because that's how the call-center model was built. Here's how it compares to a text-first workflow with live transfer, using the pattern Ulysses saw firsthand.
What Changes | Phone-Only Lead Follow-Up | Text-First + Live Transfer |
|---|---|---|
Channel behavior | Prospects screen unknown numbers and let calls go to voicemail | Prospects read and reply to a short text on their own time |
Speed to first contact | Waits until a producer is free to dial | Every new lead gets an instant first touch, day or night |
Who does the chasing | Producers dial, leave voicemails, and dial again | Mav handles first contact and repeat follow-up in the background |
What producers focus on | Splitting time between chasing and quoting | Quoting and closing the prospects who are ready to talk |
The phone still has its place. What changes is who spends the day chasing and who spends it closing.
This is where live transfer insurance leads change the workflow. New auto and home leads route to Mav first. Mav engages each one by text right away, qualifies who's genuinely interested, and transfers ready prospects straight to a licensed producer on a live call. Your team never loses the human handoff.
Today, Mav sits inside their existing follow-up process rather than alongside it.
"Mav has become an extension of our lead follow-up process. As new auto and home leads come in, Mav immediately begins engaging them through text while my producers continue focusing on quoting and closing business. When a prospect is ready to talk, the live transfer creates a seamless handoff to our team."
The system is simple, repeatable and scalable:
New Auto and Home leads go to Mav first. The moment a lead comes in, Mav starts a text conversation, without waiting for a producer to have a free moment.
Producers stay on quoting and closing. They aren't pulled off revenue work to chase contact. Mav does the reaching; they do the selling.
Interested prospects transfer live. When someone's ready to talk, Mav connects them directly to a licensed producer.
"It has helped us respond to leads faster and stay engaged with prospects that we may not have reached otherwise."
"The biggest improvement has been our overall contactability. We've been able to connect with more prospects than we were before, and those additional conversations have resulted in new policies that we likely would have missed."
More prospects reached leads to more conversations, and more conversations led to policies that otherwise wouldn't have happened. The gains came from contact rate, not dial volume — reaching people who weren't answering before, and maximizing the ROI on leads they were already purchasing.
The change he calls the biggest is about consistency.
"The biggest change has been knowing that every new lead is receiving immediate and consistent follow-up. Even when my team is busy helping other customers, Mav is working in the background to keep conversations moving. That has made our lead management process much more consistent and efficient."
Having producers focus on their strengths, building relationships, closing and binding policies, and giving Mav the background work is a formula that works. If reaching leads is your bottleneck and you're considering adding an AI layer to your businesses, this is what you can expect.
"I'd tell them that Mav isn't a replacement for a strong sales team — it's a tool that helps your team have more conversations with qualified prospects. If you're looking to improve lead response times and increase contact rates, it's definitely worth considering."
He adds the condition that makes it work.
"Like any system, you'll get the best results when it's paired with a solid sales process and a team that's ready to convert the opportunities it creates."
They put text first. New auto and home leads get an instant, permission-based text that starts a conversation, confirms interest, and books the handoff to a licensed producer for the quote and close.
By letting Mav handle first contact and follow-up for every lead at once, 24/7. Producers stay on quoting and closing, so the agency works more leads without hiring, training, and dialing to keep up.
Short, friendly, and specific. It names your agency, references the quote the person asked for, asks one easy question, and makes replying simple. It always gives the prospect a clear way to opt out.
A simple opt-in follow-up reads: "Hi Maria, this is Mav with the Campos Agency about your auto quote. Want me to have a licensed agent walk you through your options? Reply STOP to opt out." Keep it human and consent-based.
A generic bot won't cut it. The best fit is one built specifically for insurance. Mav is an insurance expert that engages and qualifies P&C leads over text and voice, then transfers ready prospects live to a licensed agent through your CRM.
No. Mav handles first contact, follow-up, and qualification. Licensed producers still advise and close every policy. The live transfer keeps a human on the phone the moment a prospect is ready to talk.
As close to instantly as you can manage. Speed-to-lead decides who wins the conversation, and a text that lands within seconds beats a callback that waits for a free producer.
It can be, when you do it right. Text only leads who've consented, honor opt-outs, and keep records. TCPA and related rules apply, so confirm your process with qualified counsel or your compliance review before scaling.
Last Updated: September 2026
