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Onboarding with ReFocus AI: An Overview

This article gives you a high-level view of onboarding in ReFocus AI—without getting into the weeds. You’ll connect your systems, confirm a few data-sync settings, add carriers (if you want automated remarketing), and then apply best practices so your team can act on insights consistently.

➡️ Start here: Browse the Knowledge Center and use the search bar to jump to any setup guide by name.
https://knowledge.refocusai.com/

Who should lead onboarding?

You (the agency owner/principal) can absolutely start onboarding—but many agencies delegate the day-to-day setup.

➡️ If you hand off onboarding: assign someone with admin-level access (or who can quickly obtain it) in:

  • Your AMS

  • Your CRM / workflow tool (if applicable)

  • Carrier portals / credentials (if enabling automated remarketing)

  • Email + IT settings (for MFA forwarding, when needed)

What you need before you begin ✅

  • ✅ A ReFocus login (and access to the email inbox tied to your login)

  • ✅ Admin-level access to your AMS (and CRM if you plan to connect it)

  • ✅ Carrier portal credentials (if enabling automated remarketing)

  • ✅ A decision on your initial scope (which lines of business / teams you want to start with)

1) Syncing your AMS and CRM (if available)

ReFocus works best when it can connect to the systems you already use to manage policies, renewals, and follow-ups.

  • AMS sync helps ReFocus understand your book (accounts, policies, renewals, statuses).

  • CRM sync (if applicable) helps turn insights into action where your team already works (tasks/cases/notes/tags—depending on the system).

➡️ Find your integration guide: Technical Documentation

2) Setting up data sync settings

Once your connections are in place, the next step is confirming “how should ReFocus interpret and monitor my data?”

Here’s what you’ll typically configure (at a high level):

  • Monitoring scope: which policies/LOBs you want included

  • Filters: which statuses/types should be excluded (to keep signal high)

  • Alerting & notifications: where work shows up (and who sees it)

  • Mapping checks: confirm key fields (like policy status) match how your agency operates

✅ Recommended starting point (guideline):

  • Start with your core lines of business and a simple monitoring window (commonly ~60 days personal / ~90 days commercial as a starting baseline), then refine once you see the alert volume and quality.

➡️ Learn more: In the Knowledge Center, search:

3) Adding carriers

Adding carriers enables automated remarketing / quoting. At a high level, you’ll:

➡️ Add carrier credentials in ReFocus
➡️ Handle MFA requirements (email/SMS forwarding) where applicable
➡️ Confirm which lines of business and states are in scope for each carrier

Keep this step high-level during your first pass—many teams start with a small set of high-volume carriers, validate the workflow, then expand.

➡️ Learn more: In the Knowledge Center, search:

4) Best practices

Onboarding isn’t “done” when the tech is connected—it’s done when your team has a repeatable habit for:

➡️ Reviewing insights
➡️ Following up consistently
➡️ Recording outcomes in your system of record

➡️ Learn more: In the Knowledge Center, search:

How to get help 🙋‍♀️🙋‍♂️

If you need help at any point, the fastest path is to open a support ticket:

➡️ In the ReFocus web portal, click Get Help (bottom-left) and submit your request.
➡️ Or submit directly here: https://share.hsforms.com/1cKYQNvogQa6mk6faCaNm2Q4sbg6

Tip: When requesting help, include the step you’re on (AMS/CRM sync, data settings, carriers), the name of your system, and screenshots if possible.