Automations are set up under the Automations menu, on the Project stages tab. Each stage has three places for actions: On entry, On exit and While in stage.
Task automation that starts, repeats and ends with the stage
In CRM For Claims an automation is part of a pipeline stage. You decide what happens when a claim arrives in the stage, while it waits there and when it leaves, and the tasks follow the claim instead of somebody's memory.
Day 0, the claim enters
A task to call the adjuster opens for the person who owns that job.
On entry
Day 7
Still no answer, so a follow-up task opens on its own.
While in stage
Day 14
And another one, for as long as the claim sits here.
While in stage
The approval arrives
Someone uploads it to the approvals folder and the stage ends by itself.
On exit
Which action can run at which moment
Automations are set up under the Automations menu, on the Project stages tab. Each stage has three places for actions: On entry, On exit and While in stage. The stage list shows the three columns beside every stage name, so one screen tells you what fires anywhere in your claims pipeline, and an empty row is a step where nobody is being reminded of anything.
| Action | On entry | On exit | While in stage |
|---|---|---|---|
| Create a task from a template | ✓ | ✓ | ✓ |
| Add other stages to the claim | ✓ | ✓ | |
| Remove stages the claim has outgrown | ✓ | ✓ |
Entering a stage can add other stages to the claim or remove ones it has outgrown. That matters because a claim is often in two places at once, waiting on a supplement and booked for production, and the board stays accurate without anyone tidying it. While in stage cannot add or remove stages. The repeat runs every 1 to 360 days. The count starts on the day the claim joined the stage, so a claim that has waited 21 days on a 7-day repeat has had its third reminder.
What the person on the other end actually receives
The wording of a task lives in a template, not inside the stage. A task template holds a name, a written procedure and a due date. The template's name becomes the task's name and its procedure goes into the task's own procedure field. So the assignee opens a task that says how your office does the step, not a two-word title they have to guess at.
The due date choices run from no date, through the same day, 1, 2, 3, 5, 7 and 14 days, to a month. Change the template once and every stage that uses it creates the new version from then on.
Task template (example)
Name
Call the adjuster about the inspection date
Standard operating procedures
Ask for the inspection window, write it into the claim, and book the crew lead on the same slot.
Due date
No due dateSame day1 day2 days3 days5 days7 days14 daysMonth
Who gets the task when people change
A task with no owner never gets done, so every Create task action names a user or a role. The CRM then looks for a real person in this order.
The named user
If the action names a person who still works in your account, the task is theirs. Good for a step only one person ever does.
The first person on the role
When the task is assigned by role, it goes to the first person listed on that role. Hand the role to someone new and the next task follows them with no stage to edit. Adding a second name does not split the work.
Whoever moved the claim
If neither the user nor the role gives a person, the task goes to whoever moved the claim. It lands on a desk instead of disappearing.
Roles are the same ones that decide access elsewhere in the system, which the page on user roles and permissions covers. If an action cannot run, for example because no person can be found for the task, a stage automation notice is written into the claim's notes.
A stage that ends when the document arrives
Most automation starts work. This rule finishes it. Pick a project folder under Complete on upload and the stage watches that folder for you.
- Someone uploads the signed contract, the approval or the certificate to the folder you chose, from any screen that stores files on the claim.
- When a file is uploaded to the chosen folder, the open tasks that stage created are marked completed and the claim leaves the stage.
- Its On exit actions then run as if someone had removed the stage by hand, so the next stage and its tasks can start.
A file that was already in the folder before the claim entered the stage does not count. If the stage is the only one the claim is in, the claim stays where it is. The folders themselves are set up as described on the document management page.
Two rules that stop a claim moving too early
A stage can also refuse a claim. Both rules are checked when the stage change is saved, not only hidden on the screen.
Open tasks block the next step
Tick task gating and the CRM refuses to add the stage while the claim still has open tasks. The person moving it sees why.
This project has active (incomplete) tasks. You cannot add the project to this stage until those tasks are completed.
Stages that cannot sit together
A stage marked exclusive cannot share the claim with any other stage. You can also pick stages that must never be active next to it, so a claim cannot be cancelled and scheduled for production at the same time.
Your Tasks
Call the adjuster about the inspection dateopened by the stage
Send the homeowner the material choicesadded by a colleague
Other People's Tasks
Follow up on the carrier's answeropened by the stage
Where the work shows up on the claim
Open tasks on a claim are split into Your Tasks and Other People's Tasks. A robot icon marks a task the system opened; a person icon marks one a colleague created. On a busy file that answers "who decided this needed doing?" before anyone asks.
The rows above are an example drawn for this page. The task names are yours: they come from your own templates.
FAQ
Frequently asked questions
Straight answers about who we serve, what we automate, and how to get started.
Yes. The repeat runs every 1 to 360 days. The count starts on the day the claim joined the stage, and it stops when the claim leaves.
When the task is assigned by role, it goes to the first person listed on that role. If neither the user nor the role gives a person, the task goes to whoever moved the claim.
Yes, with Complete on upload. When a file is uploaded to the chosen folder, the open tasks that stage created are marked completed and the claim leaves the stage.
No. An action runs because a claim entered, left or stayed in a stage. If only some claims should get a task, put those claims into a stage of their own.