A Process is a template. It declares what a case of one kind must contain, who must sign it, when it is late, and what happens when it finishes. Every dossier made from it inherits all of that.
This is the longest chapter in the manual, and it is the one worth reading slowly. Time spent here is the difference between a system that catches an incomplete case and one that merely stores it.
Before you start
Have your answer ready to one question: what does a case of this kind have to contain before anybody can act on it? Write the list on paper first. Five to eight documents is typical. If your list has twenty, you probably have two processes.
Create one
- Open the Settings menu (the gear in the header) and, under Workspace settings, choose Processes.
- Click New process.
- The wizard has thirteen steps, shown in this order in the column on the left. In an individual organisation, with no organisational structure, there is no Organizational scope step and there are twelve. You can leave most of them at their defaults on a first pass — only Area, Information and Documents need real decisions.
The button in the footer always carries the name of the next step.
Step 1 — Area
Pick the Area the process belongs to. Claims, for the example we are building.
A process belongs to exactly one Area, and moving it later changes where it is found, not what it does.
Step 2 — Information
| Field | Required | What it does |
|---|---|---|
| Process Name | Yes | What appears everywhere a process is listed or chosen. |
| Description | No | Shown under the name. Say what kind of case this is for. |
| Process icon | No | Falls back to a default if left blank. |
| Accent color | No | Visual only. |
For the example: name it Motor claim - third party.
Step 3 — Documents
This is the step that matters most. Everything else on this screen configures behaviour; this step decides what a case is.
Each entry you add here is one expected document. When somebody creates a dossier from this process, every entry becomes a slot inside it, already listed, already marked as missing. The person working the case does not have to know what a motor claim needs — the empty dossier tells them.
Think of an entry as a labelled folder that holds one or more files. There is exactly one level; you cannot nest folders inside folders, and that is deliberate — nesting is how document structures become unnavigable.
Write each one under New document and click Add to process. The fields:
| Field | Default | What it does |
|---|---|---|
| Document name | — | What the entry is called in the dossier. |
| Code | — | Optional short identifier, for integrations. |
| Description | — | Shown to whoever has to supply it. Worth writing properly — this is your instruction to them. |
| Expected document types | none | Which kinds of document belong here — invoice, identity document, contract and so on. The document intake files a document of one of these types into this entry, and with an AI confidence threshold an attachment of another type sends the dossier to the Quality Check. Empty, the intake decides by its other rules. |
| Collected | Once per dossier | Once per dossier, or One per employee, for a document each employee hands in their own of — who is eligible is chosen on each employee's record. |
| Required document | On | A required document that is missing blocks the case from being submitted. This is the control the whole product is built around. |
| Min. (minimum files) | 1 | How many files satisfy the entry. Set 2 or more where one is never enough — photographs of damage, for example. |
| Max. (maximum files) | none | An upper bound, if you want one. |
| Allowed file types | any | Empty, the document takes files of any type. With types (pdf, docx), the server refuses every other file by its name's extension, at every door: the upload into the dossier, the filing from the document intake, the external area and the agents. What is already there does not change, and each dossier keeps the types its document had when it was created. |
| Require expiry date | Off | Turn this on for anything with a validity period. It is what makes validity tracking, the expired status and the Documents expiring screen work at all. |
| Do not process with AI | On | Turn it off if you want the extraction pipeline to read this document. |
| Require a verdict on every file | Off | The dossier cannot be approved while a file in this document is still not reviewed. Only takes effect on dossiers that have approvers, and only on those created after it is switched on. |
| Confidentiality | As the dossier | This document's level in the process's dossiers: As the dossier, Confidential or Restricted. The stricter of the document's and the dossier's always applies. |
| AI confidence threshold | empty | Empty: never. With a value, an attachment of this document whose AI analysis falls below it — or whose type the document does not expect — sends the dossier to the Quality Check, even with the process's Quality Check off. |
| Date order | Day/month/year | How this document's files write dates. Declared, a date like 02/03/2010 is read that way and keeps the AI's confidence. Automatic reads it day first and, since 02/03 could be either, asks for a confirmation; documents created before this setting existed are on Automatic. |
The order of the documents in the dossier is the order of the list: drag them to change it. Put the one you always need first, first.
For Motor claim - third party, add these seven:
| Document | Required | Min files | Require expiry date |
|---|---|---|---|
| Accident statement (European form) | Yes | 1 | No |
| Driving licence of the driver | Yes | 1 | Yes |
| Vehicle registration document | Yes | 1 | No |
| Photographs of the damage | Yes | 4 | No |
| Repair estimate | Yes | 1 | No |
| Police report | No | 1 | No |
| Third-party insurer correspondence | No | 1 | No |
Three of those rows are doing something you should notice:
- Photographs, min files 4. One photograph of a damaged car proves almost nothing. Setting a minimum is how you stop a case being marked complete on the strength of a single blurry picture.
- Driving licence, with an expiry date. A licence that expired last month is still a file in the folder. Without this switch the system has no way to know it stopped counting.
- Police report, not required. Not every motor claim has one, and marking it required would block every case that legitimately does not. Required means "this case cannot proceed without it" — not "we would like this".
On the same step, above the documents, is the Expiry warning: Days in advance is how long before a document of this process expires the dossier owner and the unit managers are warned — 30 days if left blank, between 1 and 90. A certificate that takes six weeks to renew needs more notice than one reissued the same day. It does not change what the Dashboard or the Documents expiring screen count: those always use the same windows, as the field itself says.
Step 4 — Classification
| Field | Required | What it does |
|---|---|---|
| Priority | No | The default priority for dossiers made from this process. It also sets the SLA when the process has none of its own (the Genius step). |
| Confidentiality | No | The default confidentiality, which affects who may see those dossiers. |
| Accepted from document intake | No | The document types this process declares it accepts. Declaring them makes the intake prefer this process for those types; an empty list does not stop documents reaching it, because a process with no declared types still competes on similarity. |
| How dossiers of this process are created | No | What the document intake does with a document it identified for this process. Automatic creates the dossier on its own, but only for what arrives through the API, by e-mail from an authorized device, or from the address of a user the mail server confirmed. With confirmation always leaves the creation to a person. Does not receive from the document intake takes the process out of the proposals and the queue. Follow the shape of the process, the default, is Automatic for a process with a single document and With confirmation for one with more. |
For the example: priority High.
Step 5 — Process fields
Fields collect values, as opposed to documents, which collect files.
They exist at three different scopes, and choosing the wrong one is the most common modelling mistake on this screen:
| Scope | Collected | Example |
|---|---|---|
| Process (this step) | once per dossier | policy number, date of loss, estimated amount |
| Document | once per expected document | the certificate's issuing authority |
| Attachment | once per uploaded file | which page range this scan covers |
Ask: am I describing the case, the kind of document, or this particular file? That question answers it every time. Document and attachment fields are set up on the Documents step, on each document.
Each field has:
| Field | What it does |
|---|---|
| Business field | What the field represents: text, number, date, choice, and so on. |
| Field label | What the person filling it in reads. |
| Required | Blocks submission while empty. |
| Manage choices | The choices, for choice-type fields. |
| Minimum characters / Maximum characters | Validation bounds. |
| Population mode | Manual, Extracted, The Genius fills it with this instruction, or Calculated by a rule. On a Dossier field, an extracted value comes from the first file of the dossier that holds it and arrives as a suggestion; it never overwrites a value. |
| Field extraction prompt | The instruction — used only in the third mode. The box shows an example for the field's type, and Test with a document shows what the Genius would read from a file already processed in a dossier of this Process, with the unsaved instructions, saving nothing. |
| Accepted source labels | Other labels the extractor will accept, exactly. In the Extracted mode, the field's label and these are looked for in the document's analysis and, where it does not have them, in the Label: value lines of the document's text; on a document that arrived by e-mail, in the e-mail's text too. |
| Rule | Only in the Calculated by a rule mode, on a Dossier field: the rule in your own words. The Genius translates it once into a formula, which you confirm before saving. |
| Check rule | Optional, with Add a check rule: a sentence the Genius checks the value against when the dossier is submitted. If the rule seems not to be met, it warns beside the field and in the review step; it never blocks the submission. Not available on a sensitive field. |
A field calculated by a rule fills itself in. Write the rule the way you would say it to a colleague, with the fields' names: the reporting month is the month of the scheduled date, or the warranty ends on the invoice date plus 3 years, if the origin is the EU. Click Translate with the Genius, read the formula it proposes in plain words, and confirm it. From then on every dossier calculates the field without the AI: when it is created, and whenever the fields the rule reads change. The reference date is the dossier's effective date, which on a scheduled dossier is the scheduled date, even when it was opened later. The calculated value can be changed by hand; once changed, the rule leaves it alone.
There is no switch to make a field searchable, filterable or readable by the Genius. Every field can be filtered on in the Advanced search (except those of a time or a duration) and every field reaches the Genius, except the sensitive ones. If a field must never reach the assistant — a bank account number, a medical detail — mark it under Sensitive fields, on this process's Genius step: it stays out of the AI and out of the filters, and is only ever filled in by hand. There is no other place where a field becomes sensitive; this step does not have it.
For the example, add: Policy number (text, required), Date of loss (date, required), Estimated amount (number), Claim type (choice: Own damage / Third party / Total loss).
Step 6 — Organizational scope
The companies, branches and departments this process applies to. Covered in chapter Teams, units and who sees what. It only exists in an organisation with an organisational structure.
Step 7 — Checklist
Steps that are not documents. Contact the third-party insurer. Confirm the policy was active on the date of loss. Verify the driver is a named driver. Every dossier created from this process inherits the list.
An incomplete checklist is one of the things that routes a submitted case to Incomplete rather than straight to processing.
Step 8 — Approvers
Who must sign, and in what order. Click Add approver for each person; the position in the list is the order of approval, and you drag to change it. Each approver can have a Substitute, and Approval deadline (days) gives each step that long to be decided, counted from the moment it gets the turn — blank, the chain has no deadlines.
Order matters and is not decoration — chapter Approvals is about why. For now: add the people, and put them in the sequence you actually want them asked in.
You can leave this empty on a first pass: dossiers created from a process with no approvers need no approval.
On the same step is the Default team: the people who join the team of every dossier created from this process, each as a Collaborator (works on the dossier) or a Watcher (follows it, read-only). An approver decides; a team member collaborates. Editing this list never changes a dossier that is already open.
Step 9 — Trigger
The external operation a dossier of this process carries out once it is complete and approved — post to a core system, create a payment instruction, notify a partner. A trigger is one of two kinds: an Operation creates or changes something at the destination; a Query only reads, and is what a guided conversation's script uses to fetch data.
This is the step that turns a filing system into a process. A document process that ends in a folder has automated the filing and left the work.
Leave it unconfigured for now; a dossier will still complete without it.
Step 10 — Schedule
For processes that should open a dossier automatically, on a recurring date and assigned to somebody, rather than when somebody asks — a monthly regulatory return, an annual supplier review.
Leave it empty for a motor claim, which starts when a customer calls.
Step 11 — Guided conversation
The script the Genius follows when somebody opens a dossier of this process by talking to it instead of through the form (chapter Asking Genius). It is optional: a process without a script is only opened through the usual form. The script is written on a process that already exists, and saves itself, step by step.
Each step of the script has a Kind of step:
| Kind of step | What it does |
|---|---|
| Question | Asks for a field of the process (Field it asks for); with Required, the conversation does not move on without it. |
| Query | Runs a Query trigger of this process (Query it runs) and writes into the dossier what its answer brought. |
| Confirmation | Shows fields for the person to confirm or correct (Fields it shows for confirmation). |
| Document | Asks for a file for one of the process's documents (Document it asks for). |
| Conclusion | The end of the script, always the last step. Concluding the conversation submits the dossier. |
On each step, What the Genius says is the question or the instruction, and How the person will read it shows it. Click Add step for each one; the arrows change the order.
Two switches at the top:
- Available in a guided conversation — can only be switched on once the script has steps and its last step is the conclusion. It is what makes the process appear under New guided conversation, in Genius.
- Let the model reword the questions — the questions keep their meaning; if the model does not answer in time, the text written here is used.
Removing or changing a step does not change the conversations already under way: each keeps the script it started with.
Step 12 — Genius
Everything this step has, and nothing else:
Quality Check — on, dossiers of this process wait for a reviewer to validate the AI result instead of completing automatically. One attachment can also send a dossier to quality check on its own, through its document's AI confidence threshold (the Documents step).
Submit automatically — on, a dossier the document intake creates from a confidently routed document is submitted on its own; with something missing, it goes to Incomplete and says what. Off by default.
The addenda card (chapter Working a Dossier), with two switches, both on by default:
- Allows addenda — a completed Dossier of this Process may receive an addendum. Turn it off where a closed case must not gain content, for regulatory reasons.
- An addendum fires the Trigger — shown only when the Process has a Trigger. Turn it off where the Trigger's effect is single or irreversible: opening a policy, issuing a contract number.
Neither affects the addenda already created: each addendum keeps what the Process said when it was created.
SLA (hours) — how many hours dossiers of this process have. Blank does not mean no SLA: it means the SLA of the priority chosen on the Classification step, and the field shows how many hours that is. Put a number in when this process needs a different deadline.
Prompt context for AI — instructions the Genius follows when a question is about this process: in an Area that holds only this process, or with this process as the filter. In an Area with several processes it does not read them, so that one process's instructions do not change the answers about another. They do not change the Genius's rules: it answers in your language, only from what is in the dossiers, and says which dossier each fact comes from. The rest of what decides an answer is in chapter Asking Genius.
Sensitive fields — the process's fields that never reach the AI or the filters, and are only ever filled in by hand. Every other field reaches the Genius. This is the only place a field is marked sensitive.
For the example: SLA 72 hours.
Step 13 — Summary
Shows what will be saved. Click Create process.
Now build the rest
Repeat for the other eight. Each one needs its own expected-document list, which is the part worth thinking about; the rest can sit on defaults.
| Area | Process | Expected documents |
|---|---|---|
| Claims | Motor claim - third party | the seven above |
| Claims | Property damage claim | Loss report · Photographs of the damage (min 4) · Repair or replacement quote · Police report |
| Underwriting | New motor policy | Proposal form · Driving licence (with expiry) · Vehicle registration · No-claims proof |
| Underwriting | Commercial risk submission | Submission pack · Financial statements · Risk survey · Loss history |
| Policy administration | Policy endorsement | Signed endorsement request · Updated policy schedule |
| Policy administration | Renewal review | Renewal questionnaire · Updated loss history · Revised terms |
| Broker & partner management | Broker appointment | Broker agreement · Regulatory registration (with expiry) · Professional indemnity certificate (with expiry) · Bank details |
| Compliance & regulatory | KYC / AML onboarding | Identity document (with expiry) · Proof of address · Beneficial ownership declaration · Screening record |
| Procurement | Repair shop accreditation | Accreditation form · Insurance certificate (with expiry) · Tax clearance (with expiry) · Signed agreement |
Note how often with expiry appears in the last three. Certificates are the documents most likely to be correct on the day they are filed and wrong a year later, and they are exactly what an auditor asks about. Turn Require expiry date on.
What you should have now
- Nine processes, spread across your six areas.
- Each with a real list of expected documents.
- At least one with an SLA of its own and days in advance on its expiry warning.
- At least three with a document that has an expiry date.
The Processes list now shows the shape of the business. That list, populated, is the thing worth showing a colleague when explaining what the system does.
A word on changing a process later
Editing a process does not rewrite the cases already made from it. Each dossier keeps the requirements as they were when it was created.
This surprises people, and it is the right behaviour. If a process changed the past, a case approved in March under three requirements would silently become a case that needed five, and the record of its approval would look like a mistake. Nobody edited that case; its history changed underneath it.
New requirements apply to new cases. That is the whole rule.