← Agent & Partner Center
Agent Support Center
Get the right help.
01IdentifyWhat is actually blocked?
02AssessHow urgent is it?
03RouteUse the correct source.
Get the right help.
Keep the work moving.
Start with the issue, understand its urgency, gather the right non-sensitive context, and route it without guessing. Support should make the next action clearer, not create another maze.
SUPPORT ROUTING BOARDIssue → urgency → next action
Routing preview
SILVER PATH
Support Router
8 issue routes
StartChoose the issue
CheckAssess urgency
PrepareGather context
RouteEscalate correctly
Routine
Time-sensitive
Stop & escalate
Quick route
What do you need help with?
Support Router
Start with the problem, not the person you think owns it.
Select the closest issue type. The workspace shows what to check first, what context to have ready, when to stop and escalate, and the best related Silver Path resource.
READINESS SUPPORT · ROUTE 01
Routine
First move
01
Verify the authority or readiness item that is actually missing.
Separate an active-license question from E&O, annual training, carrier appointment, or ready-to-sell status before escalating.
Escalate now when
Escalation Levels
Not every question has the same urgency.
Use the issue, potential impact, and timing to decide whether to keep working, prioritize the question, or stop the affected activity and escalate.
Continue normal work.
Resource location, ordinary process questions, general training questions, and non-urgent administrative follow-up.
Route → document → continue.Prioritize the answer.
Appointment timing, unresolved case status, contracting deadlines, certification questions, or an application issue affecting a near-term next step.
Verify → escalate promptly → track resolution.Do not improvise through it.
Privacy or security incidents, suspected fraud, material errors, complaints, regulatory inquiries, or activity that may have occurred without required authority.
Stop affected activity → preserve facts → escalate.
Before You Send
Give support enough context without exposing client information.
A useful support request is specific about the operational problem and restrained about sensitive information. Use approved secure systems when protected or highly sensitive information is actually required.
Build a Safe Request- Your name and issue category
- Carrier or product when relevant
- Date, deadline, or appointment timing
- Exact non-sensitive error message
- What you already checked or tried
- Social Security numbers
- Medicare identification numbers
- Banking or payment information
- Medical records or detailed health information
- Passwords or MFA codes
Where Answers Come From
Some issues need Silver Path. Others require the source of truth.
Support should help identify the correct route. Product-specific or authority-specific questions may ultimately require verification through a carrier, distribution partner, regulator, or other official source rather than an internal assumption.
Silver Path
Training, workflow, internal standards, documentation habits, field preparation, and helping identify the correct escalation route.
Carrier / Distribution
Carrier-specific certification, appointment, writing-number, ready-to-sell, product, or case-status questions when applicable.
Official Source
Licensing, Medicare program requirements, and other facts that should be verified directly through the governing source.
Future Silver Path Platform
Eventually, support becomes a real ticket trail.
The secure Silver Path Platform can later add authenticated requests, assigned status, approved file exchange, escalation history, notifications, and a visible record of what is still open.
CASESupport requestOPEN
CategoryCertification / RTS
StatusAwaiting verification
Next actionCheck current source