Integrations
Box
How your agents answer from the documents in the Box folders you select, and stay in step as your teams update them.
On this page
Organisations that manage controlled documents in Box, such as approved policy wordings and customer guides, can make those documents the source of their agents' answers. You select the folders the agent reads, and it answers only from them. When a document is updated, the agent's knowledge follows, so customers hear the current approved version.
What the connection lets the agent do
| Action | What it means for you | Example |
|---|---|---|
| Answer from your documents | The agent finds the relevant passage in your documents and answers from it | What a home policy says about water damage from a burst pipe |
| Keep in step with changes | When a document is updated, added or removed, the agent's knowledge is updated to match | A new version of a claims guide is used once it is uploaded as the current version |
| Answer only from approved sources | The agent answers from the material you have connected, not from general knowledge | A question about another insurer's cover is not answered from guesswork |
| Say when the answer is not there | If your documents do not cover a question, the agent says so and offers a person | A question about cover for a home business goes to an underwriter |
How it connects
The connection uses Box's standard API (application programming interface: the documented way other software exchanges data with it), through a dedicated account your Box administrators create and control. Your team adds that account to the folders you select as a viewer, so it can read those folders and nothing else. Access is granted with OAuth (the standard way to give an application limited access without sharing a password).
The selected documents are indexed (organised so the agent can find the right passage quickly), and the index is held in your deployment, in your chosen region. Credentials are stored encrypted in your deployment, and every call travels over TLS 1.2 or higher (Transport Layer Security, which encrypts data in transit). Your documents, and your version control in Box, stay as they are.
Permissions
| Permission | Needed for | Default |
|---|---|---|
| Read files in selected folders | Answering from your documents | Only the folders you add the account to |
| Detect changes in those folders | Keeping in step | On for the folders you select |
| Upload, edit, share or delete files | Not needed | Not granted |
The agent can only take actions your team has granted. Anything not granted cannot be invoked. See Permissions.
In practice
Wadi Assurance manages its approved policy wordings in Box.
- The compliance team adds the agent's account to two folders: approved home insurance wordings and customer claims guides.
- Reem calls after a pipe bursts in her kitchen and asks whether she is covered. The agent confirms her policy and explains what the approved wording says about escape of water.
- The compliance team uploads a new version of the home wording. The agent answers from the new version from then on.
- When Reem asks whether a claim will affect her renewal price, the documents do not say, so the agent offers her a person.
What your team controls
- Which folders the agent reads.
- Which documents are excluded within them.
- Withdrawing access, at any time, in Box.
Related
- Knowledge and documentsIntegrations
- Knowledge and documents (agents)Agents
- PermissionsIntegrations
- Hosting and data residencySecurity and data protection
- InsuranceIndustry guides
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