The tasks you will see, and what each one means
Answers: what does this task mean? what do I do with it, and where? whose task is it? how do I finish it?
Every task pdrOS can give you or Sharon, by stage. One line each: what it means, what to do and where, and how it ends. The task itself carries the facts and the steps.
How to read the tables
- Open a task: in the left menu, click Tasks. Click the task's row, then click Open Full View.
- The routes: the Do column gives a short route for each task, with arrows. Contacts → the customer means: in the left menu, click Contacts, search the customer's last name or RO number (your case number), and click their name. Their contact profile opens. The link under WHERE in the task opens the same contact profile in a new browser tab.
- The middle is the middle of the contact profile, where the customer's texts and emails are. The message box is at its bottom: pick SMS or Email with the small button at its left end, type, and click the paper-plane button.
- Save: after you change a field, click the blue Save button at the bottom of the left side.
- When done: in the left menu, click Tasks, open the task and 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. Only three tasks are built to close themselves: ⚠️ Demand not sent, ⚠️ Our report not sent and ⚠️ Counteroffer not sent. They close when the email finally goes. Every other task stays on your list until you, or Sharon, click Mark Complete.
Opening a case
Arrows mean: click this, then this.
| Task | Means | Do | When done |
|---|---|---|---|
| Call the referred customer · NAME (from SHOP) | A body shop sent you a customer through the referral form. | Call them. Fill the signup with them from the link in this task (not your own signup bookmark, which would make a second contact profile): Tasks → the task → Open Full View → the signup link in the task. | Mark Complete |
| A Send switch could not act · NAME | You set a switch on the wrong case type, or a number it needs is empty. | Read why: Tasks → the task → Open Full View → DO THIS. If it says the type is wrong, there is nothing more to do: that switch is not used on this type. Type what is missing: Contacts → the customer → folder CASE → Range low, Range high, Carrier's offer; folder OUTCOME → Award amount, Title fees, Sales tax %; folder Insurance Info → Deductible. Click the blue Save button. Wait a minute. Then folder CASE → the switch → Send it now → the blue Save button. | Mark Complete |
| A Send switch did not go · NAME | A switch has read Send it now for five minutes and nothing happened. | Contacts → the customer → folder CASE → the switch that reads Send it now → Not sent (see task) → the blue Save button. Wait one minute. Then the same switch → Send it now → the blue Save button. Still stuck five minutes later: send it yourself, pick I sent it myself, Save, and tell us (Support → Support Ticket). | Mark Complete |
Documents
Arrows mean: click this, then this.
| Task | Means | Do | When done |
|---|---|---|---|
| Chase documents · NAME | Day 5, nothing uploaded yet. | Call the customer. | Mark Complete |
| Nothing after three weeks · close it? · NAME | It comes on day 19: still nothing, reminders have stopped. | Call once more, or close it: Contacts → the customer → folder OUTCOME → Outcome → Went quiet → the blue Save button. | Mark Complete |
| Documents in · value it · NAME | The documents are in (links in the task). | Open them from the links under CASE DATA in the task. Write your valuation in RTAflow. Then Contacts → the customer → folder Estimates → Upload Estimate Doc Here → Click to upload → your PDF → Open → the blue Save button. | Mark Complete |
| Enter the shop's estimate in CCC1 · NAME (Sharon) | Both estimates are in on a short pay (links in the task). | Open them from the links under CASE DATA in the task. Enter the shop's estimate in CCC1 so John can rewrite. | Mark Complete |
| Finish the rewrite · NAME | Same moment, for John. | Write the rewrite. Then Contacts → the customer → folder Estimates → Upload Estimate Doc Here → Click to upload → your PDF → Open → the blue Save button. | Mark Complete |
Range and agreement
Arrows mean: click this, then this.
| Task | Means | Do | When done |
|---|---|---|---|
| Set the range · NAME | Your report is in. | Contacts → the customer → folder CARRIER & APPRAISER → My number: type it → the blue Save button. Folder CASE → Range low, Range high: type them → the blue Save button. Then folder CASE → Send range → Send it now → the blue Save button. | Mark Complete |
| Range not answered · call NAME | Day 7 after the range, no signature. | Call them. | Mark Complete |
| Send the demand · NAME | The customer signed. | Make the RTA or demand in RTAflow. Contacts → the customer → folder CASE → RTA or demand PDF → Click to upload → your PDF → Open → the blue Save button. Check folder Insurance Info → Claim #, folder FORM | Repair Authorization → Date of Loss, and folder CARRIER & APPRAISER → Adjuster name and Adjuster email (the blue Save button if you changed any). Then folder CASE → Send demand → Send it now → the blue Save button. | Mark Complete |
| Send a custom invoice · NAME | The fee on this case is not the standard $600, so no automatic invoice went. | Send the Square invoice by hand: Invoices → a new invoice for this customer with the line Appraisal fee at this case's amount → send it. Step by step: Invoices and payments. | Mark Complete |
| Invoice the shop · NAME | Fee payer is the shop. | Invoice the shop by hand: Invoices → a new invoice made out to the shop → send it. Step by step: Invoices and payments. | Mark Complete |
Demand and the other side
Arrows mean: click this, then this.
| Task | Means | Do | When done |
|---|---|---|---|
| ⚠️ Demand not sent · NAME | Something the demand needs is missing (the task names it). | Fill what the task names: Contacts → the customer → folder CASE → RTA or demand PDF; folder Insurance Info → Claim #; folder FORM | Repair Authorization → Date of Loss; folder CARRIER & APPRAISER → Adjuster email. Click the blue Save button. Wait a minute. Then folder CASE → Send demand → Send it now → the blue Save button. | Closes itself when the email goes |
| No contact in 7 business days · call the carrier · NAME | Day 10 after the RTA, their appraiser has not called. | Call the carrier. | Mark Complete |
| Still no contact after 17 days · NAME | Day 17, still nothing. | Escalate with the carrier. | Mark Complete |
| Their appraiser is in contact · send our report · NAME | You typed their contact date. | Contacts → the customer → folder CASE → Send our report → Send it now → the blue Save button. | Mark Complete |
| ⚠️ Our report not sent · NAME | The other appraiser's email (on a claimant case, the adjuster's), your report or the claim number is missing. | Fill what the task names: Contacts → the customer → folder CARRIER & APPRAISER → Other appraiser email (claimant: Adjuster email); or folder Estimates → Upload Estimate Doc Here; or folder Insurance Info → Claim #. Click the blue Save button. Wait a minute. Then folder CASE → Send our report → Send it now → the blue Save button. | Closes itself when the email goes |
| ⚠️ Demand sent, record it by hand · NAME (also Our report or Counteroffer) | Rare: the email went, but pdrOS could not write the sent date and the switch on the case. | Set what the task names by hand: Contacts → the customer → folder CARRIER & APPRAISER → the sent date (pick today) → folder CASE → the switch → Sent → the blue Save button. | Mark Complete |
| Day 22 · no report from their appraiser · NAME | Two chases went, nothing back. | Call them, or call the umpire. | Mark Complete |
| Three chases, no answer · NAME | Claimant case: three demand chases to the adjuster got no reply. | Call the adjuster's supervisor. The customer is being asked how it stands. | Mark Complete |
Negotiation
Arrows mean: click this, then this.
| Task | Means | Do | When done |
|---|---|---|---|
| Negotiate · NAME | Their figure or their report is in. | Contacts → the customer → folder CARRIER & APPRAISER → Counteroffer: type your figure; Negotiation note (optional): type one line → the blue Save button. Then folder CASE → Send counter → Send it now → the blue Save button. | Mark Complete |
| ⚠️ Counteroffer not sent · NAME | Something the counter needs is missing (the task names it: Counteroffer, Their number, My number, Claim # or the email). | Contacts → the customer → folder CARRIER & APPRAISER → Counteroffer: type it → the blue Save button. Wait a minute. Then folder CASE → Send counter → Send it now → the blue Save button. | Closes itself when the email goes |
| No answer to your counter in 7 days · NAME | Silence after your counter. | Call them; or Contacts → the customer → folder CARRIER & APPRAISER → Umpire → Called → the blue Save button. | Mark Complete |
| Umpire · NAME | You set Umpire to Called. | 1. Agree the umpire with their appraiser. 2. Send the customer an invoice for their half of the umpire's fee: Invoices → + New → New Invoice (step by step: Invoices and payments). Release your valuation to the umpire only after it is paid. 3. When it is paid: Contacts → the customer → folder CARRIER & APPRAISER → Umpire fee received: pick Received → the blue Save button. | Mark Complete |
Settlement and money
Arrows mean: click this, then this.
| Task | Means | Do | When done |
|---|---|---|---|
| Check the settlement summary · NAME | The award is in. | Check the five numbers: Contacts → the customer → folder OUTCOME → Award amount, Title fees, Sales tax %; folder CASE → Carrier's offer; folder Insurance Info → Deductible. Fix any, then click the blue Save button. Then folder CASE → Send summary → Send it now → the blue Save button. | Mark Complete |
| Fee not paid · NAME | A hired case has an Outcome and Fee paid is still No. | When paid by Venmo, check or cash, or if you waive it: Contacts → the customer → folder CASE → Fee paid → Venmo, Check, Cash or Waived → the blue Save button. Then record the payment on the invoice, or void it for Waived only: Step 10. A Square payment sets Fee paid for you. | Mark Complete |
Inspections
Arrows mean: click this, then this.
| Task | Means | Do | When done |
|---|---|---|---|
| Call to book the inspection · NAME | A travel inspection, or the office booking chase ran out. | Call. Book it: Contacts → the customer → right edge Appointments → + Add → Meetings → Calendar: Inspections Calendar → Date, then Slot → Book appointment. | Mark Complete |
| Write the inspection report · NAME | The photos are in. | See them: RO Hub → the case (type the RO number in the box under RO #:, click Search) → Docs → Scope Sheet Images (PDF). Write the report. Then Contacts → the customer → folder Estimates → Upload Estimate Doc Here → Click to upload → your PDF → Open → the blue Save button. | Mark Complete |
| Record their decision · NAME | The report went to the customer. | When they answer: Contacts → the customer → folder SHORT PAY & INSPECTION → Engaged against → None, Shop or Carrier → the blue Save button. | Mark Complete |
| Send the demand · inspection · NAME | You are taking it on. | Shop: send your letter, then Contacts → the customer → folder CARRIER & APPRAISER → RTA or demand sent date: pick the day → the blue Save button (or folder CASE → Send demand → I sent it myself → the blue Save button). Carrier: as a normal demand (folder CASE → RTA or demand PDF → Click to upload → your PDF → Open → the blue Save button; then Send demand → Send it now → the blue Save button). | Mark Complete |
Deadlines and outcomes
Arrows mean: click this, then this.
| Task | Means | Do | When done |
|---|---|---|---|
| Demand-by date in 14 days · NAME | A deadline you set is two weeks out. | Send the demand before it: Contacts → the customer → folder CASE → Send demand → Send it now → the blue Save button. | Mark Complete |
| Statute deadline in 14 days · NAME | The statute date is two weeks out. | Decide with the customer: file in court before the date, or close the case (Contacts → the customer → folder OUTCOME → Outcome → the ending that fits → the blue Save button; see Other endings). | Mark Complete |
| No answer for a year · close it? · NAME | The customer never said how a court or pending case ended. | Call them. Then Contacts → the customer → folder OUTCOME → Outcome → their answer → the blue Save button. | Mark Complete |
Urgent, from customer messages
Arrows mean: click this, then this.
| Task | Means | Do | When done |
|---|---|---|---|
| URGENT · refund request · NAME (John) | The customer wrote the word refund, by text or email. | Read their message (Contacts → the customer → the middle). Call them now. | Mark Complete |
| URGENT · unhappy customer · call within the hour · NAME (Sharon) | The customer sounds angry. | Read first: Contacts → the customer → the middle, and right edge Notes. Call within the hour, by phone. | Mark Complete, only when the customer says they are satisfied |
| Customer has a money question · NAME (Sharon) | They asked about the fee, how to pay, or a figure. | Read their messages: Contacts → the customer → the middle. The fee: answer from the task (Tasks → the task → Open Full View), in the message box. A figure about the claim: John answers. | Mark Complete |
| Customer wants a date or an update · NAME (Sharon) | They asked when. | Give the next step from Case status: Contacts → the customer → folder CASE → Case status. Reply in the message box. Never a settlement date. | Mark Complete |
| Customer gave new contact or case details · NAME (Sharon) | New phone, email, address or claim details in the thread. | Update within the hour. Contacts → the customer → folder Contact (phone, email); folder General Info (address); folder Insurance Info (Insurance Company, Claim #); folder CARRIER & APPRAISER (adjuster, other appraiser). Click in the field's box, delete the old value and type the new one. Click the blue Save button. | Mark Complete |
| Customer asked for a document · NAME (Sharon) | They want a copy of the agreement, the report or the summary. | The agreement: RO Hub → the case (type the RO number in the box under RO #:, click Search) → Docs → Repair Authorization Form (it opens in a new tab; save it with the browser's download arrow). The report: Contacts → the customer → folder Estimates → click the file's name in Upload Estimate Doc Here. Save it to your computer. Then the message box → Email → the paperclip → the file → the paper-plane button. The summary went to them by email: find it in the middle and forward it. | Mark Complete |
| Sarah needs a person · NAME (Sharon) | Most often to move or cancel an inspection; sometimes billing or a question. | Read the whole thread first: Contacts → the customer → the middle. To cancel: right edge Appointments → the three dots on the appointment → Cancel. To move: the three dots → Edit → Date and Slot → Save. | Mark Complete |
| Sarah handover · NAME (Sharon) | Sarah stepped back: offer, release, umpire, court, deadline, or they asked for a person. She is asleep on them for 8 hours. | Read the thread (Contacts → the customer → the middle); one of you replies in the message box. | Mark Complete |
| User query (John) | A one-line task pdrOS makes at a handover, with what the customer asked. | Answer the customer: Contacts → the customer → the message box. | Mark Complete |
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