Frequently Asked Questions

AI Diffusions connects to your email inbox and your AgencyZoom account. When a new email arrives, the AI reads it, figures out what it’s about, finds the right client or lead in AgencyZoom, and creates or updates service tickets, tasks, or leads — automatically. Your team stops manually triaging emails into AgencyZoom.

Insurance agencies that use AgencyZoom as their CRM and spend significant staff time each day manually reading emails and creating service tickets or tasks inside AgencyZoom.

AI Diffusions is powered by OpenAI (ChatGPT). It’s an AI agent, not a simple rules engine — meaning it reads the full context of each email and makes judgment calls rather than just pattern-matching keywords.

No. AI Diffusions works inside your existing AgencyZoom configuration. It does not build pipelines, change your stages, or alter your setup. It simply creates tickets, tasks, and leads using the pipelines and assignment groups you already have.

Through a secure OAuth connection — the same technology used when you “Sign in with Google.” You authorize AI Diffusions to read your inbox. AI Diffusions never stores your email password.

The email is moved to an “AI Diffusions” folder in your inbox and marked as read. The corresponding service ticket, task, or lead is created in AgencyZoom.

Usually within seconds. In some cases it can take up to about two minutes, depending on AgencyZoom’s API response time.

AI Diffusions can split a single email into multiple actions and assign each one to the appropriate team member.

Yes. AI Diffusions can associate emails with existing AgencyZoom records even when the sender’s email address isn’t in your system — a common source of “unmatched” emails. This significantly reduces inbox clutter.

AI Diffusions assigns urgency levels to the tickets and tasks it creates:

• Red = Urgent — needs immediate attention
• Yellow = Needs action, but not immediately urgent
• Green = Plenty of time to address

The initial connection (email + AgencyZoom) takes less than an hour. You then spend time training the AI on sample emails and configuring your rules and assignment preferences. Most agencies are in test mode within the first week.

1. Connect AgencyZoom
2. Connect your Microsoft 365 or Google email inbox (OAuth)
3. Tell us which staff emails to include and which to exclude
4. Set up excluded sender domains (e.g., attorneys, CPAs, specific carriers)
5. Configure assignment groups, your default assignee, and routing preferences
6. Train the AI on 5 sample emails representative of your inbox
7. Choose a plan and add a card to start your 7-day free trial
8. Run in test mode — review the AI’s decisions and correct anything that’s off
9. Go live

The AI processes incoming emails and shows you what it would do — without actually creating tickets in AgencyZoom yet. You review its decisions and correct mistakes. Corrections train the AI and help it improve before going live.

We recommend starting with 3 emails per day for the first 5 days. This gives the AI time to learn your patterns without overwhelming your team with corrections.

No. Rules are written in plain English. If you want the AI to do something differently, you describe it in plain language and the AI follows those instructions.

Through a natural-language rule system. You write instructions in plain English (e.g., “If an email is from a carrier, assign it to Grace and mark it yellow”). The AI follows your rules.

You correct it directly in AI Diffusions. When you correct a decision, the AI generates a new rule explaining the correction and asks you to approve it before adding it to your ruleset. Over time, corrections make the AI more accurate for your specific agency.

No. Rules are forward-only — they only apply to emails that arrive after the rule is created. They do not retroactively process emails already in your inbox.

AI Diffusions will alert you if your mailbox connection is interrupted. When the connection is restored, the system reprocesses emails that arrived while it was disconnected, going back up to seven days. Emails from earlier in a longer outage are not picked up automatically, so reconnect promptly when you get an alert.

We recommend limiting rule-editing access to agency owners or administrators. Not everyone on your team needs to change how the AI behaves, and conflicting rules can cause unpredictable results.

Yes. You can exclude specific email addresses and entire domains. Common exclusions include attorneys, CPAs, and specific carrier notification addresses. AI Diffusions also defaults to excluding AgencyZoom system notifications and verification codes.

Yes. Each user needs their own individual AI Diffusions account. Shared logins are not supported.

Pricing starts at $150/month for the Starter plan, which includes 500 credits per month. Credits beyond your plan’s allowance cost $0.30 each, and roughly one credit equals one email processed (long or complex threads can use more). Larger plans include more credits; see Pricing for details.

Yes — new agencies start with a 7-day free trial on any plan. A card is required to start the trial, nothing is charged until it ends, and trial usage does not consume plan credits.

Think about how many emails your agency’s inbox receives per month that would need to be processed — that is roughly your monthly credit usage. Pick the plan whose included credits cover most of it, then add $0.30 for each credit beyond the allowance. For example, 3,000 emails per month on the Growth plan ($550 with 2,000 credits included) comes to about $550 + 1,000 × $0.30 = $850. A pricing calculator is being added to our website to make this easier.

Adding a card during onboarding starts your 7-day free trial. Nothing is charged until the trial ends, and your first monthly charge happens then whether or not you have switched from test mode to live. Cancel before the trial ends and you will not be charged.

No. AI Diffusions runs in the background — your team works in AgencyZoom as usual, and tickets and tasks just appear. You only need to log into AI Diffusions to review corrections, adjust rules, or check on the system’s activity.

Your team opens AgencyZoom as usual. Service tickets, tasks, and leads created by AI Diffusions appear there, color-coded by urgency. Your team works from that queue rather than from their email inbox.

No. AI Diffusions processes emails and creates AgencyZoom records from them. Your team can still receive, read, and reply to emails normally. AI Diffusions handles the triage step — not the communication itself.

AI Diffusions connects to Microsoft 365 and Google (Gmail and Google Workspace) mailboxes through OAuth. Other email providers are not supported yet. Note: Google Group addresses cannot be connected — if your agency’s service email is a Google Group (e.g., service@youragency.com routes to a group), AI Diffusions cannot read that inbox. Individual Gmail or Microsoft 365 email accounts work fine.

AI Diffusions connects through the AgencyZoom API. It works inside your existing AgencyZoom configuration and does not require any special AgencyZoom tier — but some advanced integrations (like EzLynx sync) may require additional third-party tools like Zapier.

As of September 2026, five agencies are live. The product is in active production with daily use and ongoing refinement.

Email support@aidiffusions.com — our team (Mariah, Julian, and Dmitriy) monitors this inbox. New agencies also receive access to weekly group office hours led by Julian.

Yes. We offer group office hours for active agencies and onboarding support during your first weeks. Your dedicated onboarding rep will be your main point of contact during setup.