Darkhorse Insurance Brokers announced the integration of Rhea, an AI-powered re-engagement agent developed by OpenDialog. Rhea enables Darkhorse-supported agents and brokerages to reconnect with prospects who start but do not finish insurance quotes, helping recover missed opportunities and improve completion rates across digital quoting experiences.

Quote abandonment continues to affect both personal and commercial insurance distribution. Customers often start a quote with clear intent but disengage midway due to interruptions, uncertainty, or time constraints. Once a journey is abandoned, common follow-up methods such as reminder emails or outbound calls frequently fail to reconnect effectively.

These touchpoints often arrive too late, feel intrusive, or require customers to restart the quote process, adding friction and reducing completion rates. By integrating Rhea, Darkhorse approaches abandonment as a paused interaction rather than a lost lead.

Rhea operates natively within WhatsApp and SMS, enabling agencies on the Darkhorse platform to re-engage prospects through familiar messaging channels. Conversations are context-aware and designed to allow customers to resume their quote from the exact point where they stopped, without re-entering information or repeating steps. This continuity reduces effort for customers while supporting a more natural re-engagement experience.

Applying established re-engagement models to insurance

Re-engagement is widely used in e-commerce, where businesses focus on reconnecting with customers who pause or abandon digital transactions. These models emphasize timely outreach, reduced effort, and continuity, principles that translate well to insurance quoting despite the added complexity of coverage decisions.

Darkhorse applies these principles by using Rhea to support conversational re-engagement within familiar messaging channels. Instead of a delayed or disconnected follow-up, recovery happens in context, allowing prospects to continue the quoting process without restarting or repeating steps.
This approach also aligns with how agencies operate within modern insurance agency management systems. Rather than separating quoting, follow-up, and recovery into disconnected workflows, Rhea extends engagement beyond the initial quote flow and supports real-time continuation.

Operational value for agents and brokers

From an operational standpoint, integrating Rhea reduces the need for manual follow-up while maintaining consistency in customer communication. Early-stage re-engagement is handled automatically, allowing agents to focus on advisory conversations, underwriting coordination, and complex cases where human involvement adds value.

This structure supports scale without increasing staffing pressure or diminishing service quality. Re-engagement becomes predictable, measurable, and easier to manage across growing books of business.