Policy Management tracks every policy your agency writes, from the sale dispositioned on a call through approval, inforce status, and reporting. Everything an agent can capture starts here, in setup. This guide is for admins configuring the products your agency sells and the fields agents fill in.
Before You Start: Access
Policy Management appears in the left sidebar only when the policy feature is enabled for your agency. If the menu is missing, the feature is off or your user lacks the permission.
Policy permissions, from least to most powerful:
Access: opens the Policy Management menu for a non-agency user.
All: read and write to the Book of Business, including policy edits and merges when duplicate permissions are also present.
Manage Products: configure products and fields in Settings (this guide).
Manage Missing: link policies to calls, enrollments, payouts, or Book of Business records.
Manage Duplicate: review and merge duplicates. Reserve for senior admins, since a bad merge is hard to undo.
What a Product Is
A product is a type of coverage your agency sells: PDP, Medicare Supplement, Medicare Advantage, MAPD, Final Expense, Term Life, Whole Life, Hospital Indemnity, and ancillary products. Each product belongs to a base category (Medicare, Life, Health, Annuity, or Ancillary) and can have its own field configuration.
Add a Product
Open Agency Settings, then the Policy Management or Products configuration area.
Click Add Product.
Select the base category (Medicare, Life, Health, Annuity, or Ancillary).
Pick the specific product or sub-type within that category.
Save. The product now appears in the agent in-call workflow and in Book of Business filters.
Edit a Product
Click an existing product to open its field configuration. The product name and base category are fixed after creation. You can adjust field order, required fields, hidden fields, allowed carriers, predefined plan names, and custom fields.
Field States
Every field is in one of four states:
Standard: EnrollHere-maintained fields like effective date, carrier, plan, monthly premium, member ID, policy number, and policy dates. Use when the data is already part of the standard policy model.
Required: the agent must complete it before the policy saves. Required fields block Save and Submit. Use only when the data is operationally necessary on every policy of that type.
Optional: visible but does not block the workflow. Use for helpful context that should not delay the agent.
Hidden: does not appear on the form. Use when the product does not need the field and showing it would confuse the agent.
⚠️ Note: Every required field is a blocker on the call wrap-up. Mark only what you truly need.
Custom Fields
Use custom fields only when standard fields cannot capture the product-specific data you need. They appear under Additional Information in the policy form for that product.
Inside a product, click Add Custom Field.
Enter the field name and choose the type: text, number, date, dropdown, boolean, multiselect, or agent selector.
Add options when the type requires them.
Choose whether the field is required or optional.
Save. Agents see the field in the policy create form for that product.
💡 Tip: Custom field changes are forward-looking. Older policies keep the values they captured, while labels follow the current configuration.
Policy Settings That Affect Creation and Matching
Create from Successful Calls, Commissions, and Enrollments: whether policies can be created automatically from those sources.
Allow agents to view Book of Business: gives agents read access to the policy list. When off, an agent can still create product records during a required sale disposition but has no list-level access.
Cross-agent visibility and create permissions: whether agents and employees can create policies, and whether agents can create them outside a call.
Matching configuration: auto-match behavior, Medicare-specific matching, confidence thresholds, and matching date ranges.
Require product entry on sale dispositions: turns on required in-call product entry for sales. This is the switch that makes the Product Details modal open before a sale disposition can save.
Admin Setup Checklist
Configure products before turning on required product entry.
Mark only truly necessary fields as required.
Use standard fields before adding custom fields.
Keep product names simple and consistent, since agents see them in dropdowns and filters.
Test at least one call disposition for each sale type before rollout.
Train senior admins on duplicate merging before granting Manage Duplicate.
Troubleshooting
Product modal does not open on a sale. Required product entry is off, the result is not a sale disposition, or products are not configured. Turn on required product entry, use a sale disposition, and configure the products.
Modal warns that products must be added. The agency has no relevant product for that sale slot. Add the product category and sub-type in Agency Settings.
A field is missing on the agent form. The field is hidden or not enabled for that product. Enable it or remove it from hidden fields.
A required field cannot be saved. The entered data does not match the field type. Confirm the expected format: date, number, dropdown, or text.