Financial services
Conversation OS for financial advisors
The application is real. The account number is not in this CRM — and the PDF is still missing.
Pebble & Co Advisors are IFAs: applications and review meetings on the client. The abandoned cart is an Application stuck in Documents pending, or a Review meeting that no-showed after a proposal. This is not core banking. Cover/amount and income band live here. Full account numbers do not.
Illustrated walkthrough of the pack — not a named customer case study.
- Firm
- Pebble & Co Advisors
- IFA desk, illustrated walkthrough — not a bank
- Where
- A practice desk that keeps income bands — never account numbers
- Four advisors, insurance + SIP + a little lending intro
Application file · not a bank core
PB-331
Term insurance
Cover / amount
Cover / amount on the application
Income band
Picklist band · no account number
Review meeting
Document pickup · No-show → video offered
“I will chase a document. I will not paste a full account number into a WhatsApp template.”
Friday 14:10. Application PB-331 is Documents pending — term insurance, cover on the record, insurer named. Life stage Family, income band on the picklist, risk Moderate. The review meeting for document pickup was a No-show.
Records on the person
Advisor Journey — New lead → Needs analysis → Proposal shared → Application in → Issued (or Declined / lost)
Application
PB-331 · Term insurance · Documents pending · cover on the card
Review meeting
Document pickup · In person · No-show
Client fields
Life stage Family · income band (picklist) · risk Moderate
Role the pack adds: Advisor
The thread
AI answers what the pack knows. A human takes the same conversation when it needs judgement.
Ravi Menon
WhatsApp · same thread
AI
PB-331 is Documents pending. I can resend the checklist (ID, income proof). We do not ask for full account numbers on this chat.Human
Niamh — meeting flipped to Video, purpose Document pickup. When the files are in, status becomes Submitted. Annual review is a different meeting type later.That day
09:00
Needs analysis calendar
Review meetings with purpose Needs analysis are not the same as Document pickup. The object keeps them straight.
14:10
Documents pending
The leak. Application exists, status is not Submitted. This is the cart with items in it and no checkout.
16:00
No-show pickup
Outcome No-show. Journey offers video. Advisor takeover if they want to change cover — the bot does not advise.
Next April
Annual review
Issued policies get an annual review meeting scheduled. Win-back for withdrawn applications is a different segment.
AI, journeys, campaigns
AI chatbot
Advisor desk
Meeting mode, which documents, office hours. It does not recommend products or quote premiums as advice.
“What is still pending on PB-331?” → checklist. “Should I buy ULIP?” → a human advisor.
Journeys
Docs still pending
Application Documents pending ≥ 3 days
Checklist template. Never includes account numbers.
Meeting tomorrow
Review meeting Scheduled, T-minus 20 hours
Confirm mode (in person / video / phone).
Issued, annual
Status Issued, ~11 months
Annual review slot. Opt-out honored.
Campaigns & newsletters
Family, term gap
Email newsletter
Life stage Family, no Issued term application
Withdrawn applications
WhatsApp
Status Withdrawn, still in book, not opted out
SIP reminder, moderate risk
SMS
Risk Moderate, product Mutual fund SIP, documents pending
Documents pending — the file that never submitted
What they almost lost
Needs analysis happened. Proposal was shared. Application number exists. Status never left Documents pending. That folder is the abandoned cart.
Checklist + a video pickup. If they Withdrawn, a later campaign on life stage — not a weekly scare about cover.
Win-back · then scale
Lost customers, then mid-market
Declined / lost, Withdrawn applications, and Issued clients with no annual review booked
Win-back is a review meeting with a purpose, or a new application in a different product type. Mid-market desks watch documents-pending ageing and issued vs withdrawn — never a spreadsheet of full account numbers.
A four-advisor shop stops losing files in WhatsApp photos. A larger IFA network uses the same application statuses to see which offices stall before Submitted.
Small now: WhatsApp photos of PDFs, calendar invites.
Next: Application status, document chase, annual review — still not a bank core.
Not core banking. Income bands, never full account numbers. Applications and review meetings only — no portfolio custody.
Other industries — different days
Education & coaching
Harborview Learning
A counselling desk the week a batch is about to fill.
Retail & e-commerce
Oak & Thread
A Gold shopper’s cart, a store hold, and 6pm expiry.
Automotive
Northline Motors
A Saturday drive board, a no-show, and a service due.
Professional services
Northbridge Advisory
A proposal that aged 11 days and a case on SLA.
Healthcare & clinics
Willow Lane Clinic
A front desk morning, a no-show, no chart in sight.
Hospitality & travel
Crescent House
A quoted stay that never confirmed, and a spa still Requested.
Fitness & wellness
Forge Athletic
A trial that attended, a class with two spots, a membership about to end.
Real estate
Ashford & Grey
A Sunday viewing, feedback on the card, and no offer.