Customization
Build AgencyCommand around the way your agency works.
Your products, your carriers, your commission contracts, your pipelines, your team structure. Agency Management configures the operating model once, and every agent works inside it.
One platform, your operating model
Configuration isn't a preferences screen — it's the workflow.
What you define here is what agents select from, what commissions are calculated against, and what reporting groups by. It is the same set of definitions everywhere, which is exactly why the numbers reconcile.
- 1Agency Management
Define
Set the products, carriers, and lead sources your agency actually sells and buys.
- 2Agency Management
Configure
Build commission rules, pipelines, and the agency's Work Queue standard.
- 3Agency-Wide
Standardize
Organize users into teams with reporting relationships and access scope.
- 4Agent Workflow
Operate
Agents work inside that configuration — no local setup to maintain.
Products & carriers
Define the products your agency actually sells.
AgencyCommand doesn't ship a fixed product list you have to work around. You build a three-level hierarchy — Category, then Plan Type, then Carrier — using your agency's own names. Agents select from exactly that list when writing a policy, so the book stays clean without anyone policing spelling.
- Plan Categories group your products at the top level, such as Medicare, Life, or Ancillary
- Plan Types belong to a category, and each one is classified as primary or secondary coverage
- Give a Plan Type its own color so it reads the same on client records and in charts
- Carriers link to the Plan Types they actually offer, completing the hierarchy
- Retire an item by deactivating it — it leaves new forms without erasing existing policies
- Deletion is blocked while a carrier or commission rule still depends on the item
Lead sources
Make lead sources match where your business really comes from.
Every agency buys and generates leads differently. You define your own lead sources, order them the way agents think about them, and retire the ones you no longer use. From there they aren't just labels — they're how imported lists are tagged, how pipelines are filtered, and how source performance is compared.
- Add and rename your own lead sources, and drag them into the order agents should see
- Deactivate a source to keep its history while removing it from new lead forms
- Imported lists carry their source, so bought leads stay distinguishable from referrals
- Source is a real filter in pipelines, campaign audiences, and reporting
Lead stages are deliberately not configurable. The pipeline stages are the same across AgencyCommand so a lead means the same thing on every board, in every report, and for every agency you compare against.
Commission setup
Build commission rules around the contract you actually signed.
Compensation is configured per carrier and plan type, because that's how carrier contracts work. Within one rule you can define several named pay setups — the T65 arrangement, the renewal arrangement, a plan change — and the agency's own side of the same business. When an agent writes a policy they choose the setup that applies, and the expected amounts follow from your configuration rather than from a spreadsheet someone maintains privately.
- One rule per carrier and plan type, so the specifics of each contract stay separate
- Multiple named pay setups per rule, such as T65, Plan Change, or Renewal
- Flat amounts, percentages, and per-month arrangements are all supported
- Configure the agency's side alongside the agent's, linked to the setups it applies to
- Effective dates and an active flag let a new arrangement start without rewriting history
Expected payout timing
Not every carrier pays on the same schedule — so don't assume one.
Payout timing is configured on the pay setup itself. You choose which event the schedule counts from and how far out the payout is expected, and AgencyCommand uses that to state when the initial commission is expected rather than applying one blanket assumption to every policy.
Count from the right event
A schedule can start from when the policy was submitted, when coverage becomes effective, or when the carrier approved it.
Set the real offset
Same day, a number of days or weeks later, a number of months later, or the next particular weekday after the event.
Promise a date or a month
Some carriers pay on a date; others simply pay in the following month. AgencyCommand states whichever one your rule actually promises.
Align the agent to the agency
An agent arrangement can be scheduled from when the agency's own payout is expected, for contracts that genuinely work that way.
Honest when it can't be known yet
If a schedule depends on carrier approval that hasn't happened, AgencyCommand says the timing isn't resolved instead of inventing a date.
Configured per arrangement
Timing lives on the individual pay setup, so a renewal arrangement can pay on a different schedule than new business.
This models when a commission is expected — it does not control when a carrier actually sends money. Timing is set per pay setup and covers the initial commission; recurring months keep their own monthly schedule. A setup with no timing configured keeps AgencyCommand's standard behavior, so nothing changes until you decide it should.
Sales workflow
Define the boards your agents sell inside.
Pipelines are created and governed by Agency Management. You decide which boards exist — by lead vendor, by product line, by campaign, by team — and which users can work each one. Agents open the boards they've been given rather than inventing their own structure.
- Create the pipelines that reflect how your agency separates opportunity.
- Control which users can access each board.
- Keep a bought lead list working on its own board without crowding another team's.
This is the configuration side of the story. The day-to-day selling workflow those boards produce is covered on the Pipelines page.
Work Queue standard
One calling standard for the agency, not one per agent.
Work Queue rules are owned by Agency Management and apply to every agent's session. You set which leads enter the queue and in what order, and how a session behaves while an agent works through it. Agents don't maintain their own competing configuration, so two people running the queue are genuinely running the same process.
- Queue Management: sort by attempt stage or oldest first
- Cap how many times one lead can resurface in a single day
- Exclude leads with no phone number, since they can't be called from the queue
- Respect a 9 AM – 9 PM window in the lead's own local time
- Session Flow: auto-advance after a disposition, and confirm before skipping or exiting
Until you change anything, the Work Queue runs on AgencyCommand's standard defaults — so agents can start working before an administrator has visited this page.
Organization
Organize the agency the way it's actually managed.
Roles, teams, and reporting relationships are configured to match your real structure — so oversight follows the org chart instead of forcing everyone into a single flat view.
Roles that match the job
Users are set up as agency admins, managers, supervisors, agents, or customer service, and seat usage stays visible as you grow.
Teams
Group users into the teams you actually run, with a manager over each one.
Reporting relationships
Set who a user reports to so management views follow your real structure rather than one flat list.
Scoped visibility
Management and customer service see the records their scope covers — configured centrally, not requested case by case.
Agency identity
Make the environment feel like your agency.
Your agency name, logo, and colors carry through the environment your team works in every day. Upload a logo and AgencyCommand suggests primary and secondary colors from it, which you can adjust by hand — and the agency contact details you enter are what clients see on client-facing pages.
- Set the agency name that appears across management and agent surfaces
- Upload your logo, and get suggested brand colors from it automatically
- Adjust primary and secondary colors manually, with a preview before you save
- Agency phone, email, and address appear on client-facing pages
This is your agency's identity applied to AgencyCommand — logo, colors, name, and contact details. It isn't a reseller or white-label program, and it doesn't include a custom domain.
Product walkthrough
See configuration in action.
Catalogs, commission rules, pipelines, and the agency's Work Queue standard — set up once.
Configuring AgencyCommand for Your Agency
Building the product hierarchy, commission rules with expected payout timing, and the agency-wide operating settings agents work inside.
Continue the workflow
Set AgencyCommand up around your agency.
Book a walkthrough and we'll configure your products, a real commission rule, and your Work Queue standard together.