SendGrid
Transactional email delivery for claim and status notifications
ProPay integrates with SendGrid, a contact center and communications platform. SendGrid, part of Twilio, is transactional email infrastructure many operators already use to send account and order confirmations. ProPay's own SMS/voice/chat triage runs alongside it, syncing claim status where the two overlap.
SendGrid, part of Twilio, is transactional email infrastructure many operators already use to send account and order confirmations. ProPay’s own communication layer, SMS, voice, chat, and web form intake, runs alongside SendGrid rather than through it, but the two systems meet wherever a homeowner’s claim and their support experience touch.
Where ProPay and SendGrid overlap
ProPay’s own communication layer is SMS-first for triage, but SendGrid is where ProPay sends email confirmations and written claim summaries when email is the right channel.
ProPay’s homeowner triage runs over SMS with an 80 to 83 percent response rate, collecting model and serial numbers, photos, and symptom detail well before any conversation would reach SendGrid. That’s the volume SendGrid doesn’t have to handle.
A homeowner gets SMS for anything time-sensitive during triage, and email through SendGrid for documentation, a claim summary, a payment confirmation, that’s better suited to a written record.
How the SendGrid connection works
SendGrid’s API handles transactional email sending, which is what ProPay uses for claim confirmations and summaries.
A Forward Deployed Engineer sets up the specific handoff points between ProPay and SendGrid during deployment, which claim events should write into SendGrid, and on what trigger.
What stays in SendGrid
SendGrid continues to run exactly as it does today for everything outside an active claim, its own routing rules, agent workflows, and customer relationship history stay untouched.
Data handling and security
Claim status written into SendGrid comes from a company-specific ProPay instance, one client’s claim and customer data are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.
Every automated communication ProPay sends is logged, and any recommendation behind it carries a confidence level, so the SMS or chat history feeding SendGrid is auditable back to why it was sent.
Deploying the integration
A dedicated Forward Deployed Engineer configures the specific events that sync between ProPay and SendGrid, matching how your team already uses SendGrid for support.
Frequently asked questions about ProPay and SendGrid
Does ProPay replace SendGrid?
No. SendGrid continues to handle the support workflows it already runs; ProPay’s own SMS, voice, and chat triage handles the claim itself and shares status with SendGrid where the two overlap.
How does ProPay connect to SendGrid?
SendGrid’s API handles transactional email sending, which is what ProPay uses for claim confirmations and summaries.
Does ProPay reduce the volume reaching SendGrid?
Where SendGrid handles inbound customer contact, yes, ProPay’s SMS triage resolves a meaningful share of routine conversations before they’d otherwise reach SendGrid.
