Industry Verticals
Introduction
Every industry has its own terminology, compliance requirements, data fields, carrier lists, and call disposition workflows. Rather than forcing you to configure all of these from scratch, AgentTech Dialer uses Industry Verticals — pre-built templates that package all of the industry-specific settings your agency needs into a single, reusable configuration.
Whether you sell Medicare Advantage plans, Home Insurance, Solar installations, Life Insurance, or any other product, verticals ensure that your agents see the right fields, follow the right compliance questions, and use the right dispositions — all without manual setup.
This article covers what verticals are, how to use the 7-tab vertical editor, how to create and clone verticals, and how vertical templates are applied to agencies.
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What Are Verticals?
A vertical is a complete industry template that includes:
- Basic information — name, description, and whether the vertical is active or the default.
- Settings — key-value pairs that control industry-specific behaviors.
- Compliance questions — questions that agents must answer or acknowledge during calls to meet regulatory requirements.
- Carriers — a list of insurance carriers, vendors, or providers relevant to the industry.
- Dispositions — predefined call outcomes organized by category (Positive, Negative, Follow-up, Neutral).
- Custom fields — additional data fields specific to the industry (e.g., "Policy Number," "Roof Age," "System Size kW").
- AI context — a template that helps the AI Sales Coach and transcription analysis understand the industry context.
Examples of Verticals
- Medicare — Includes CMS compliance questions, Medicare Advantage carriers, enrollment-specific dispositions (Enrolled, Not Eligible, Callback), and fields like Medicare Beneficiary Identifier.
- Home Insurance — Includes property-related fields (Property Type, Year Built, Square Footage), homeowner carriers (State Farm, Allstate, Liberty Mutual), and relevant dispositions.
- Solar — Includes solar-specific fields (System Size, Roof Type, Monthly Electric Bill), solar installation companies, and lead qualification dispositions.
- Life Insurance — Includes health assessment questions, life insurance carriers, policy-type fields (Term, Whole, Universal), and beneficiary information fields.
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Accessing the Verticals Page
Navigate to the Verticals page from the main menu. Note: The Verticals page is available to Super Admins only — agency-level administrators can use the verticals assigned to their agency but cannot create or modify vertical templates.
Page Layout
The Verticals page uses a two-panel layout:
- Left Sidebar — Contains the list of all verticals with a search box at the top to filter by name. Each vertical is displayed as a card showing:
- Slug — A URL-friendly identifier (e.g., "medicare," "home-insurance").
- Description — A brief description of the vertical.
- Default Badge — Appears on the vertical that is set as the system default.
- Edit Button — Selects the vertical and loads it in the right editor panel.
- Clone Button — Creates a copy of the vertical as a starting point for a new one.
- Delete Button — Removes the vertical (after confirmation).
- Right Editor Panel — Displays the full editor for the currently selected vertical, organized into 7 tabs.
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The 7-Tab Vertical Editor
Tab 1: Basic Info
The Basic Info tab contains the foundational details of the vertical.
- Name — The display name of the vertical (e.g., "Medicare Advantage," "Home Insurance," "Solar Residential"). This name appears throughout the platform wherever verticals are referenced.
- Slug (read-only) — The URL-friendly identifier, automatically generated from the name when the vertical is first created. This cannot be changed after creation to maintain referential integrity.
- Description — A text area where you can describe the vertical's purpose, target market, or any important notes for administrators. This is displayed on the vertical card in the sidebar.
- Set as Default — Check this box to make this vertical the default. The default vertical is automatically assigned to new agencies when they are created. Only one vertical can be the default at a time.
- Active — Check this box to make the vertical available for use. Unchecking it deactivates the vertical — it will still exist in the system but will not be available for assignment to new agencies.
Tab 2: Settings
The Settings tab allows you to define key-value configuration pairs that control industry-specific behaviors.
- Settings Table — Displays all current settings with columns:
- Value — The current value of the setting.
- Type — The data type of the setting, which determines how the value is validated and displayed:
- Boolean — True or false toggle values.
- String — Text values.
- Integer — Whole number values.
- Decimal — Number values with decimal points.
- Date — Date values with a date picker.
- JSON — Complex structured data in JSON format.
- Description — A brief explanation of what the setting controls.
- Actions — Edit and delete buttons for each setting.
- Add Setting Button — Click to add a new setting. You will be prompted to enter the key, value, type, and description.
> Tip: Use clear, descriptive setting keys and always fill in the description field. When other administrators (or future you) revisit these settings months later, good descriptions save significant time and confusion.
Tab 3: Compliance
The Compliance tab defines the compliance questions that agents must address during calls. This is especially critical for regulated industries like Medicare, where CMS mandates specific disclosures and acknowledgments.
- Compliance Table — Displays all current compliance questions with columns:
- Type — The type of question:
- Boolean — A simple Yes/No question.
- True-False — A True/False question.
- Custom — A question with custom answer options that you define.
- Answer Options — For Custom type questions, this shows the available answer choices.
- Pass Rate — The minimum percentage of times this question must be answered correctly/affirmatively to pass compliance review. For example, a pass rate of 100% means the question must always be answered correctly.
- Actions — Edit and delete buttons.
- Add Question Button — Click to add a new compliance question. Fill in the question text, select the type, define answer options (for Custom type), and set the pass rate.
Tab 4: Carriers
The Carriers tab maintains a list of insurance carriers, vendors, or service providers relevant to this vertical.
- Carrier Grid — Displays each carrier as a name input field with a delete button. This simple grid makes it easy to maintain a list of carriers that agents can select during calls when identifying which carrier a lead is interested in or currently enrolled with.
- Add Carrier Button — Click to add a new carrier name input to the grid. Type the carrier's name and it is saved automatically.
Examples for a Medicare vertical: Aetna, Humana, UnitedHealthcare, Cigna, Blue Cross Blue Shield, WellCare, Centene, Molina Healthcare.
Tab 5: Dispositions
The Dispositions tab defines the call outcomes that agents can select when dispositioning a call. Well-organized dispositions are essential for accurate reporting and follow-up workflows.
- Dispositions Table — Displays all dispositions with columns:
- Description — A brief explanation of when to use this disposition.
- Category — Each disposition belongs to one of four categories:
- Positive — Successful outcomes (e.g., "Enrolled," "Sale Completed," "Application Submitted").
- Negative — Unsuccessful outcomes (e.g., "Not Interested," "Do Not Call," "Not Eligible").
- Follow-up — Outcomes that require further action (e.g., "Callback Scheduled," "Needs More Info," "Spouse Approval Needed").
- Neutral — Informational or inconclusive outcomes (e.g., "Voicemail Left," "Wrong Number," "No Answer").
- Requires Notes — Indicates whether the agent is required to enter notes when selecting this disposition. Enable this for dispositions that need context (e.g., "Other" or "Callback Scheduled" should require notes explaining the reason or callback time).
- Actions — Edit and delete buttons.
- Add Disposition Button — Click to add a new disposition. Fill in the name, description, select a category, and choose whether notes are required.
> Best Practice: Keep your disposition list focused and manageable. Too many options overwhelm agents and lead to inconsistent data. Aim for 8–15 dispositions that cover all realistic outcomes without excessive granularity.
Tab 6: Fields
The Fields tab defines the custom data fields that are specific to this vertical. These fields appear on contact records and lead forms when the vertical is active.
- Fields Table — Displays all fields with columns:
- Label — The human-readable label shown in the UI (e.g., "Policy Number," "Date of Birth").
- Type — The data type:
- Text — Standard text input.
- Number — Numeric input with validation.
- Email Address — Email input with format validation.
- Phone — Phone number input with formatting.
- Date — Date picker input.
- Textarea — Multi-line text input for longer content.
- Placeholder — Hint text displayed in the empty field.
- Required — Whether the field must be filled in before saving.
- Actions — Edit and delete buttons.
- Add Field Button — Click to add a new field. Specify the field name, label, type, placeholder text, and whether it is required.
Tab 7: AI Context
The AI Context tab provides a template that helps the AI features in AgentTech Dialer (Sales Coach, transcription analysis, compliance checking) understand the context of calls within this vertical.
- Default AI Context Template — A large textarea where you can write a detailed context prompt. This template is used to "prime" the AI with information about your industry, products, terminology, and expectations.
- Available Placeholders:
- {agentName} — Automatically replaced with the name of the agent on the call.
- {vertical} — Automatically replaced with the name of the vertical.
Example AI Context Template:
> "You are assisting {agentName} at {agencyName}, who works in {vertical}. The agent helps consumers understand their Medicare Advantage plan options. Key compliance requirements include verifying the caller's identity, confirming their current coverage, and providing all required CMS disclaimers. The agent should never make guarantees about specific benefits without verifying the plan details."
> Tip: The more detailed and specific your AI Context template is, the more accurate and helpful the AI Sales Coach suggestions will be. Include information about common objections, key selling points, compliance requirements, and typical call flows.
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Creating a New Vertical
- Click the Create Vertical button (typically found at the top of the left sidebar or in a prominent location on the page).
- The Create Vertical Modal appears with the following fields:
- Slug (required) — This field auto-generates a URL-friendly slug based on the name you enter (e.g., "final-expense-insurance"). You can edit it if needed, but it cannot be changed after creation.
- Description — Provide a brief description of what this vertical covers.
- Clone from Existing — This dropdown lets you select an existing vertical to use as a starting point. When you clone, all settings, compliance questions, carriers, dispositions, fields, and AI context are copied from the source vertical to the new one. You can then customize them as needed.
- Click Create to save the new vertical. It will appear in the left sidebar and its editor will load in the right panel.
Cloning a Vertical
Cloning is the fastest way to create a new vertical when you already have a similar one configured. There are two ways to clone:
- From the Create Modal: Select a source vertical in the "Clone from Existing" dropdown when creating a new vertical.
- From the Sidebar: Click the Clone button on an existing vertical's card in the left sidebar. This creates an immediate copy with "(Clone)" appended to the name, which you can then rename and customize.
> When to Clone: Clone when your new vertical shares most of its structure with an existing one. For example, if you have a "Medicare Advantage" vertical and want to create a "Medicare Supplement" vertical, cloning saves you from re-entering carriers, compliance questions, and dispositions that overlap between the two.
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How Verticals Are Applied to Agencies
Once a vertical is created and configured, it can be assigned to agencies. When an agency is associated with a vertical:
- Dispositions from the vertical appear in the agent's after-call work panel.
- Custom fields from the vertical appear on contact records and lead forms.
- Compliance questions are presented to agents during calls (if compliance checking is enabled in Agency Settings).
- Carriers are available for selection during call workflows.
- AI context is used to inform the AI Sales Coach and transcription analysis features.
- Settings from the vertical are applied to control industry-specific behaviors.
The default vertical (marked with the "Set as Default" checkbox in Basic Info) is automatically assigned to newly created agencies. Administrators can change an agency's vertical assignment at any time.
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Best Practices
- Start with the default templates. AgentTech Dialer may come with pre-configured verticals for common industries. Review these before creating your own — they are designed by industry experts and cover the most common use cases.
- Clone before customizing. Rather than building from scratch, clone an existing vertical and modify it. This ensures you do not miss important settings or compliance requirements.
- Keep compliance questions up to date. Regulatory requirements change. Review your compliance questions quarterly (or whenever new regulations are announced) to ensure they remain accurate.
- Use all 7 tabs. A fully configured vertical — with settings, compliance, carriers, dispositions, fields, and AI context — provides the most complete experience for your agents. Skipping tabs means missing out on functionality.
- Test with a pilot agency. Before rolling out a new vertical to all agencies, assign it to a small test agency first. Have agents use it for a few days and gather feedback before wider deployment.
- Document your custom settings. Use the Description field in settings and compliance questions to explain their purpose. This documentation is invaluable when onboarding new administrators or troubleshooting issues.
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Summary
Industry Verticals are one of the most powerful configuration features in AgentTech Dialer. They encapsulate everything your agency needs to operate within a specific industry — from compliance questions and carrier lists to custom data fields and AI coaching context. The 7-tab editor gives you granular control over every aspect of the vertical, while the cloning feature makes it easy to create new verticals from existing templates. By investing time in thorough vertical configuration, you set your agents up for success with the right tools, the right data, and the right compliance guardrails for their specific industry.
Last updated: February 24, 2026