Cases
In plain words: Broker: Service cases
How each client contact becomes a service case with its own purpose, evidence, checks, review and single submission, so the next staff member can see exactly where it stands.
- 1Every fact records its source: imported, client-stated, staff-confirmed, model-proposed or provider-observed.
- 2The model can draft and explain but cannot invent premiums, exclusions or completed acts.
- 3Effects are submitted once; a missing acknowledgement parks the case for reconciliation.
Designed Contract only.
Words on this page, decoded click one for its card
A renewal, a correction, and a request to explain cover can arrive through the same inbox. ServiceCase keeps each client's purpose and requested action distinct: check PZP, explain, compare, prepare renewal, correct, hand off, or name the blocker.
Contact to outcome
Begin with the contact as it arrived. Preserve its native identity, time, attachments, provenance, and deduplication evidence before opening a case or matching an existing one. Establish the sender only to the assurance the channel actually proves. A familiar email, caller ID, or recognizable voice cannot authorize a protected read.
The case then fixes the work the office may undertake: purpose, requested action, policy, selected product releases, staff assignment, deadlines, consent, and current authority. As information arrives, retain whether each fact was imported, client-stated, staff-confirmed, model-proposed, deterministically derived, or provider-observed. A summary links back to that evidence so the next staff member can inspect its basis.
Before preparing an answer or act, run deterministic checks on identifiers, dates, money, required fields, eligibility, payload, and effect identity. A Mind may help extract, explain, and draft the material. It cannot fill a gap by inventing a premium, exclusion, client need, provider decision, or completed act. Review binds the exact answer or prepared effect; changed bytes need a new revision and review.
Submit an admitted effect once. If its acknowledgement is missing, park the same case for reconciliation. The case must tell the next worker who owns it, what it awaits, its deadline and pinned revisions, and whether its outcome is terminal or partial. On restart, stale authority, an expired quote, an unavailable PatternWorkflow, or an uncertain provider effect sends the work back to review. Replaying the conversation cannot resolve those conditions, and silence remains unknown.
Consent is also specific to the act. Conversation, record storage, call recording, disclosure of fields, and a financial effect each need their own consent. Revision one admits no medical record, credit judgment, affordability decision, payment, signature, or policy binding.
Use Products to establish the knowledge the case relies on and Channels to understand how contacts and reviewed results enter or leave the office.