Day-to-day use
What happens once you are live, and what each person actually does.
A typical request, start to finish
- A claims agent wants to send a letter to a customer on your behalf.
- It asks AgentFlow. A request appears in Approvals with status Pending.
- Routing sends it to Jordan, a senior adjuster. Jordan's phone buzzes with a new request in TrustLoop.
- Jordan reads the details, taps Approve and confirms with a fingerprint.
- The status changes to Approved and a signed receipt is created.
- The agent sees the approval, verifies the receipt, and sends the letter.
- The whole sequence is recorded in the Audit trail.
What each request can end up as
| Status | What it means |
|---|---|
| Pending | Waiting for the approver. The agent must not act yet. |
| Approved | The person said yes. The agent can proceed. |
| Rejected | The person said no. The agent must not act. |
| Expired | Nobody decided before the deadline. The agent must not act. |
"Pending" is not permission. An agent may only act after the request is Approved.
Your regular admin jobs
- Check Approvals for anything stuck. Reassign it or notify the approver.
- Invite or remove approvers as your team changes. Removing someone takes them off the queue straight away.
- Add a connection when you bring a new agent online, and delete the connection when you retire one.
- Review the Audit trail periodically to see who decided what and when.
When something looks wrong
| You notice | Try this |
|---|---|
| A request is sitting unclaimed | Open it in Approvals and Reassign, or Notify approver. |
| Someone says they never got the app invite | Go to People & roles and resend the invite. Invites last 7 days. |
| An agent suddenly stops working | Check that its connection still exists under AI agents. If the key was lost, create a new connection and give your technical team the new key. |
| Requests fail because nobody is assigned | Open Routing and make sure every request type has someone assigned. |