The Send switches

Answers: where are the Send switches? how do I send the range, the demand, my report, a counter, the summary? what does Not sent (see task) mean? what if a switch did not go? how do I resend?

The five Send switches are how your range, your demand, your report, your counters and the settlement summary leave your office. None of those goes out until you set its switch. Setting a switch means picking Send it now in it and clicking the blue Save button.

The switches sit near the top of the folder CASE, on the left side of the contact profile, right after its first field, Case status. From the top down they are Send range, Send demand, Send our report, Send counter and Send summary: the order a case uses them.

The five

Switch ⚡	What it sends	To whom
Send range	Your valuation range and the agreement link (text + email)	The customer
Send demand	The RTA (insured) or the demand pack (claimant)	The adjuster
Send our report	Your report (on a short pay, the rewrite), plus the repair invoice, the two estimates and the photo report when the case has them	The other appraiser (insured) or the adjuster (claimant)
Send counter	Your counteroffer with your one-line note	The other appraiser (insured) or the adjuster (claimant)
Send summary	The settlement summary with the numbers	The customer

Set a switch, step by step

In the left menu, click Contacts.
Click in the search box at the top of the list and type the customer's last name or RO number (your case number).
Click the customer's name in the list. Their contact profile opens.

You are in the right place when you see the customer's name at the top left and their texts in the middle. 4. On the left side of the contact profile, scroll down to the folder CASE and click the folder's name to open it. 5. Look at the top of folder CASE. The Send switches sit at the top, right after Case status. 6. Click the box under the switch you want, for example Send demand. 7. Pick Send it now from the list. 8. Click the blue Save button at the bottom of the left side. Nothing is sent until you click it.

Or, from a task. In the left menu, click Tasks. Click the task's row, then Open Full View. Click the link under WHERE (after the words "Open the case"). The contact profile opens in a new browser tab. Then go on from step 4.

If no blue Save button appears after step 7, the switch has already gone: Auto-Save has been switched on. Stop and tell us.

Folder CASE open: the five Send switches at the top circled.

The two things you can set

Send it now: pdrOS writes the email as you and attaches the right PDFs. It sends it, writes the date in its field and adds a note saying what went.
I sent it myself: you already sent it by hand. pdrOS writes the date, moves the case and starts the clocks, but sends nothing.

The two things pdrOS sets back

Sent: it went. The newest note says to whom, with what attached. To read it, click the Notes icon on the far right edge of the contact profile (it looks like a pen).
Not sent (see task): something was missing. A task names exactly what. Fix it, then set the switch again (the retry rule below).

You pick those two values yourself only when a task or this guide tells you to (the swallowed-switch fix below, and the rare "record it by hand" task).

What each switch needs first, and the task you get if it is missing

Arrows mean: click this, then this. Each route starts at Contacts → the customer (search their name, click it), then opens each folder in turn.

Switch	Needs first, and where it is	If something is missing	That task
Send range	A total loss or diminished value case. Contacts → the customer → folder CASE → Range low and Range high. Fill Carrier's offer too (same folder): it prints in the email.	Task A Send switch could not act	You click Mark Complete
Send demand	Contacts → the customer → folder CASE → RTA or demand PDF; folder CASE → Agreement signed date filled (the customer must have signed; if it is empty, send them their agreement link again); folder FORM \| Repair Authorization → Date of Loss; folder Insurance Info → Claim #; folder CARRIER & APPRAISER → a valid Adjuster email	Task ⚠️ Demand not sent, naming each missing item	Closes itself when the demand goes
Send our report	Contacts → the customer → folder Estimates → your report in Upload Estimate Doc Here; folder CARRIER & APPRAISER → Other appraiser email (on a claimant case, Adjuster email); folder Insurance Info → Claim #	Task ⚠️ Our report not sent	Closes itself when the report goes
Send counter	Contacts → the customer → folder CARRIER & APPRAISER → Counteroffer, Their number, My number (the Negotiation note, same folder, is optional); folder Insurance Info → Claim #	Task ⚠️ Counteroffer not sent	Closes itself when the counter goes
Send summary	A total loss or diminished value case. Contacts → the customer → folder OUTCOME → Award amount; folder CASE → Carrier's offer. On a total loss also folder OUTCOME → Title fees and Sales tax %, and folder Insurance Info → Deductible.	Task A Send switch could not act	You click Mark Complete
Any switch left on Send it now for five minutes	(nothing went)	Task A Send switch did not go and a text to your phone	You click Mark Complete

To mark a task complete: in the left menu, click Tasks. Click the task's row, click Open Full View, then click the green Mark Complete button at the bottom right. If the task is already gone when you come back, pdrOS closed it because the step happened.

The retry rule

If a switch comes back Not sent (see task):

In the left menu, click Tasks.
Click the task's row, then click Open Full View. Under WHY IT DID NOT GO and FIX IT (on the task A Send switch could not act, under DO THIS), the task names what is missing.
Under WHERE, click the link. The customer's contact profile opens in a new browser tab.

You are in the right place when you see the customer's name at the top left and their texts in the middle. 4. On the left side of the contact profile, scroll down to the folder that holds the missing field and click the folder's name. (The table above says which folder.) 5. Fill the missing field: type it, or upload the file. 6. Click the blue Save button at the bottom of the left side. 7. Wait one minute. 8. Scroll up to the folder CASE. If its fields do not show, click the folder's name to open it. The Send switches sit at its top, right after Case status. 9. Click the box under the switch. 10. Pick Send it now. 11. Click the blue Save button at the bottom of the left side.

The three ⚠️ tasks close themselves when the email goes. For A Send switch could not act, click the browser tab with the Tasks page. Then click the green Mark Complete button at the bottom right of the full view.

When a switch is swallowed

If you set the switch again within seconds of a refusal, the second try can be swallowed. pdrOS watches for that. If a switch still reads Send it now five minutes after you set it, you get a text ("still says Send it now after five minutes. It did not go"). A task comes with it. Then:

In the left menu, click Contacts.
Click in the search box at the top of the list and type the customer's last name or RO number.
Click the customer's name in the list. Their contact profile opens. You are in the right place when you see the customer's name at the top left and their texts in the middle.
On the left side of the contact profile, scroll down to the folder CASE and click the folder's name to open it.
Look at the top of the folder. Find the switch that still reads Send it now.
Click the box under that switch.
Pick Not sent (see task). Do not pick I sent it myself unless you really did send the email by hand: it records the email as sent by you.
Click the blue Save button at the bottom of the left side.
Wait one minute.
Click the box under the same switch again.
Pick Send it now.
Click the blue Save button at the bottom of the left side.
Still reading Send it now five minutes later? Send the email yourself, pick I sent it myself, click the blue Save button, and tell us (in the left menu, click Support, then the orange Support Ticket button).

Then, in the left menu, click Tasks. Open A Send switch did not go (click its row, then Open Full View) and click the green Mark Complete button.

The three guards

The same demand, report or counter twice within ten minutes: skipped, with a note saying so. If you really want a second copy, wait ten minutes. Then:

In the left menu, click Contacts.
Click in the search box at the top of the list and type the customer's last name or RO number.
Click the customer's name in the list.
On the left side, scroll down to the folder CASE and click the folder's name to open it.
Click the box under the switch and pick Send it now.
Click the blue Save button at the bottom of the left side.

A demand that already went: refused, with the date it went. To send a corrected demand:

In the left menu, click Contacts.
Click in the search box at the top of the list and type the customer's last name or RO number.
Click the customer's name in the list. Their contact profile opens. You are in the right place when you see the customer's name at the top left and their texts in the middle.
On the left side of the contact profile, scroll down to the folder CARRIER & APPRAISER and click the folder's name to open it.
Find RTA or demand sent date. Click in the box. If a small x shows at its right end, click it; otherwise select the date and press the Delete key until the box is empty.
Scroll up to the folder CASE (just above CARRIER & APPRAISER). If its fields do not show, click the folder's name to open it.
If the demand itself changed, remove the old file from RTA or demand PDF: click the trash can icon to the right of the file's name. Every file left there goes with the email.
In RTA or demand PDF, click Click to upload, pick the corrected PDF on your computer and click Open.
Click the blue Save button at the bottom of the left side.
Wait one minute.
Scroll up to the top of folder CASE. The Send switches sit at the top of folder CASE, right after Case status.
Click the box under Send demand and pick Send it now.
Click the blue Save button at the bottom of the left side.

A corrected range or counter: change the number and set the switch again. A corrected range goes out the moment you set Send range again. A corrected counter goes through at once; the same counter within ten minutes does not.

In the left menu, click Contacts.
Click in the search box at the top of the list and type the customer's last name or RO number.
Click the customer's name in the list.
On the left side, scroll down to the folder CASE (range) or CARRIER & APPRAISER (counter) and click the folder's name to open it.
Click in the box under Range low and Range high, or under Counteroffer, and type the new number (numbers only, no dollar sign).
Click the blue Save button at the bottom of the left side.
Scroll up to the top of folder CASE (click its name if its fields do not show).
Click the box under Send range or Send counter and pick Send it now.
Click the blue Save button at the bottom of the left side.

On a closed case

Switches do nothing on a closed case. Five minutes later you get the "It did not go" text so you know it was ignored.

After a send

The email that went is in the adjuster's or the other appraiser's own conversation, under their name, not in the customer's thread. That is the copy of record, and their reply will land there. To read it:

In the left menu, click Conversations.
Click in the search box at the top left (above My inbox) and type the adjuster's or the other appraiser's name. Click their name in the list. Their thread opens in the middle.

You are in the right place when their name is at the top of the right column. The email pdrOS sent is in the middle; its subject line names your customer and the claim number. If the same adjuster handles more than one of your cases, all of those emails sit in this one conversation, so read the subject line.

Conversations: the adjuster's own conversation under their name, the demand email as pdrOS sent it circled.

The same adjuster on two of your cases: both emails sit in this one conversation, so read the subject lines.

Other words for this

Send switch = the dropdown, the send button; Send it now = send; I sent it myself = record only; RTA = right to appraisal, demand for appraisal; the other side = the carrier, the insurer, the adjuster, their appraiser.

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