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Questions about the system itself: signing in, your phone, saving, texts, files, support

Answers: how do I sign in? what if I forgot my password? why is there no Save button? did my change save? why did a task come back? who gets which text? why did the customer not get my text or email? what file types can I upload? can I delete something? how do I reach a person, and what should I send?

The questions that are not about any one case: the sign-in, the browser, the phone, saving, texts, files, and how to get help. Short answers, each with the clicks, and the article with the detail. Every route starts in the left menu, the dark menu down the left edge of every screen. For questions about a case (the switches, the stages, the money), see Questions and answers, in John's words.

Signing in and the screen

  1. Where do I sign in? In your web browser at app.bc3d.agency, with your email and your password. Bookmark it. Where things live
  2. I forgot my password. On the sign-in page, click Forgot password? and follow the email it sends to your sign-in address. If no email comes within a few minutes, check spam, then tell us (the other person in the office can open a ticket for you: in the left menu, click Support, then the orange Support Ticket button).
  3. Which email do I sign in with? The one we set up for you. It does not change on its own. If you are not sure which one it is, ask us.
  4. The screen looks wrong, a button is missing, or a page will not load. In this order: press F5 to reload the page (on a Mac, Cmd and R); open pdrOS in a new browser tab; sign out and sign back in; try a private window (in Chrome, Ctrl, Shift and N together); try another browser. If it is still wrong, tell us what you clicked, what you expected, and send a screenshot (press the Windows key, Shift and S together, drag a box, then paste it into the ticket).
  5. Which browser should I use? Any current one: Chrome, Edge, Safari or Firefox. If something misbehaves in one, try another.
  6. I cannot see the blue Save button. It appears at the bottom of the left side of the contact profile only after you change a field. If you changed one and still cannot see it, your browser is zoomed in: press Ctrl and 0 (zero) together to go back to 100 percent (on a Mac, Cmd and 0). If it is still not there, Auto-Save has been switched on: stop and tell us. The one rule
  7. Is John's screen the same as Sharon's? Yes. You both see every case, every folder, every task and every conversation. Only the Tasks page differs: My Tasks shows the tasks assigned to the person signed in; All Tasks (Admin) shows everyone's. The Tasks page
  8. What is the Dashboard? The top item in the left menu. It shows nothing you need; start at Tasks instead. Your day
  9. Why can I not see Settings? Settings are ours. Everything you change in a case, you change on the customer's contact profile. If something in Settings needs changing (a template's wording, a phone number for alerts, who gets a task), tell us and we change it.
  10. Why do the Tags on a contact profile not let me add or remove anything? On purpose. Tags are how pdrOS keeps its own bookkeeping; the two things people used to do with tags (restart an intake, chase documents again) are done by us when you ask. Wrong type, or the type changed later

Your phone

  1. Can I use pdrOS on my phone? Yes, two ways. The phone app (called LeadConnector in the App Store and Google Play; sign in with the same email and password) shows Conversations, Contacts, Calendars and your tasks. Your phone's browser opens the full pdrOS at app.bc3d.agency, including this guide. The Tasks page and the contact profile are easier on a computer. Where things live
  2. The phone app does not show Support, RO Hub or Forms / Pics. Right: the phone app shows only its own screens. This guide, the support chat and the ticket button are at https://pdros-guide.pages.dev/cscpa/ in your phone's browser; add it to your home screen next to your other links. Your three links
  3. I got a new phone. Install the LeadConnector app from the App Store or Google Play and sign in with the same email and password. Add your links to the new home screen again (Your three links). If your mobile number changed, tell us: the alerts go to the number we have.
  4. Do alerts need the app? No. Alerts come as plain texts to your phone, app or no app. Texts to your phone
  5. What happens when a customer calls the 610 number? Texts and emails are what pdrOS handles for you; ask us how calls to the 610 number are routed today, and tell us if you want that changed.

Saving and fields

  1. How do I know a change saved? After you click the blue Save button, the "1 change made" line at the bottom of the left side disappears. Press F5 to reload and the field still shows your value. Within a minute, if the field starts work, a new note appears (far right edge, the Notes icon, newest at the top). The one rule
  2. I typed in a field by mistake. How do I undo it? If you have not clicked Save, click Cancel next to the blue Save button; the change is thrown away. If you already saved, put the old value back and save again. If the field starts work (it is marked ⚡ in the field reference), tell us what you typed and when; some work cannot be taken back once it has gone. Every field
  3. Two of us changed the same contact profile at the same time. The last Save wins, field by field. Reload the page (F5) before you type when you know the other person is in the same case.
  4. A field changed on its own. pdrOS writes many fields itself (dates, Case status, the figures in OUTCOME, the Send switch readings). The notes say what it did and when. Fields marked "pdrOS fills this; leave it" in the field reference are never yours to type. Every field
  5. Why does a number field refuse what I type? Numbers only, no dollar sign, no comma: type 14500 or 14500.50. Dates are picked from the little calendar that opens when you click the box.
  6. How do I clear a 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. Then click the blue Save button.
  7. Can I add my own notes? Yes: far right edge of the contact profile, the Notes icon (a pen), then + Add, type, Save. Your notes start nothing; they are for you and for us. Notes, Tasks and Appointments
  8. Where did the notes I typed on the signup form go? To Customer Signup Notes in the folder Contact on the customer's contact profile, kept as written. They start nothing. The signup form
  9. Why do some fields show "--"? Empty. pdrOS fills many of them as the case moves; others are yours when the step comes. An empty field is never an error by itself.
  10. Can I delete a contact profile? Do not. A deleted contact profile takes its texts, emails, files and notes with it and cannot be put back. If a profile is a mistake (a test, a duplicate, a stranger), tell us and we tidy it.

Tasks

  1. A task I completed came back. Two different things look alike. A new task with the same name is a new round: the chases and clocks make a fresh task each time they fire (the document chase, for example, gives Chase documents at day 5 and Nothing after three weeks · close it? at day 19). A task that reappears within a minute of being completed was not saved: open it again and click the green Mark Complete button once more. The tasks you will see
  2. I marked a task complete without doing the step. What happens? Nothing moves. pdrOS watches the fields, not the task list: the case waits until the field, the file or the switch the task asked for is there, and the clocks keep running. Go back and do the step. The one rule
  3. What does Overdue mean? The task's due time has passed. Nothing else happens to the case because of it; the reminders and clocks run on their own schedule. Do it next.
  4. I see a task assigned to Sharon in my list (or John's in hers). You are on All Tasks (Admin), which shows everyone's tasks. Click My Tasks for your own. Either of you can complete either's task; the step matters, not the name on it.
  5. A task still shows old information about the case. A task's text is written the moment the task is created and does not update afterwards. The contact profile is always current: click the link under WHERE. The Tasks page
  6. The task has no Open Full View button. A very short task (for example User query) shows everything in its preview. Click the row, read it, and mark it complete with the box at the left of its row.
  7. I got two tasks that say the same thing. Complete both. If it keeps happening for the same step, send us the RO number and the two task names.
  8. Can I give a task to Sharon, or make my own? You can make one for either of you: on the customer's contact profile, far right edge, the Tasks icon (a clipboard with a check mark), then + Add, a title, the Assignee, Save. It is a plain reminder; pdrOS does not act on it. Notes, Tasks and Appointments
  9. Tasks for a closed case are still in my list. Complete them; closing a case stops the clocks and Sarah, it does not tidy your list.
  10. How often should I look at the Tasks page? Morning, after lunch, and before you leave. Anything urgent reaches your phone as a text anyway. Your day

Texts to your phone

  1. Who gets which alert? Each alert goes to the phone number we set for it: alerts about a case go to John; the office alerts (the CCC1 entry on a short pay and Sarah's office hand-offs) go to Sharon. Tell us to change who gets which. Texts to your phone
  2. I stopped getting alerts. Check that your phone has not blocked the number the alerts come from, and that you did not reply STOP to it. Then tell us your mobile number so we can check which number the alerts are set to.
  3. Can I reply to an alert text? A reply does nothing. Act on the case instead: the alert names the RO number and the task has the steps.
  4. Can Sharon get the case alerts too? Yes, any alert can go to more than one phone; tell us which ones.
  5. Why did I get an alert about a customer I do not know? Someone texted the 610 number or booked an inspection without a case, or a shop referred a customer. The alert tells you which, and what to send them. A text from someone with no case

Customers' texts and emails

  1. The customer says they got no text. Open their contact profile. In the middle, the text shows as sent, with the time. If it is there: check the Phone in the folder Contact (a wrong digit, or a landline), and check the DND tab next to All fields (if Text Messages or DND All Channels is ticked, no text goes). A customer who replied STOP to the 610 number is on DND by their own choice; they must text START to come back. If none of that explains it, tell us. The customer's thread
  2. The customer says they got no email. Same check in the middle of their contact profile. Ask them to look in spam for mail from "Collision Safety Consultants of PA"; emails come from john@collisionsafetyconsultantspa.com. Emails and texts you send yourself
  3. The customer's phone number or email changed. Open their contact profile, folder Contact, change Phone or Email, click the blue Save button. From then on texts and emails go to the new one. If the new number already belongs to another of your customers, read the next question first. Find a case
  4. Two customers share one phone number. Texts from that number land on the older contact profile. Tell us the day you see it; we move the number to the case that is live. When something goes wrong
  5. Why did a link in my text break? It was sent with words around it. Send the link again, alone in its own text. When something goes wrong
  6. The customer says the link does not work. The signup, agreement and upload links do not expire. The booking link works only on an open post-repair inspection case; on any other case it says so. Ask them which message the page shows and tell us. Post-repair inspection: booking
  7. Links in the email show as plain text. Some mail programs (Yahoo, for one) show the address without making it clickable. The customer can copy it into the browser's address bar. Gmail shows them as links.
  8. Who signs what the customer gets? Every automatic text is Sarah's, so the customer has one name to answer on the 610 number; when Sarah answers by email she signs Sarah Miller. The emails about the case itself (your range, the settlement summary) and everything you write yourself go out as you, John. Sarah
  9. Can I see every text and email that went to a customer? Yes, in the middle of their contact profile, oldest at the top, newest at the bottom, with the time. Emails to the adjuster or the other appraiser are in that person's own conversation, not the customer's. The customer's thread
  10. Can I text or email a customer myself? Yes, from the message box at the bottom of the middle of their contact profile. Pick SMS or Email with the button at its left end. Emails and texts you send yourself
  11. Can I send one text to many customers at once? Not from your screen. If you ever need to, tell us what and to whom.
  12. A customer wants no more texts. Open their contact profile, click the DND tab next to All fields, tick Text Messages. It saves by itself. Reminders then stop for them; you call instead. Untick it to resume. The customer's thread
  13. Does the customer see my notes or the tasks? No. Notes and tasks are inside pdrOS. The customer sees only texts, emails, the forms and the invoice.

Documents and files

  1. What file types can I upload? RTA or demand PDF takes PDF only. Upload Estimate Doc Here and the other document fields take PDF, PNG, JPG, DOC, DOCX, XLS, XLSX and CSV. When in doubt, save it as a PDF first. Documents
  2. How do I replace a file? Click the trash can to the right of the old file's name, then Click to upload the new one, then the blue Save button. Every file left in a field goes out with the next email that uses that field, so remove the old one first. The Send switches
  3. Does removing a file un-send anything? No. What went out, went out. Removing a file only changes what goes next time.
  4. Can I upload from my phone? Yes: in the phone app, open the contact, find the field, tap Click to upload and pick the file or a photo. On a computer it is the same button.
  5. Where does a file go after I upload it? It stays in its field on the contact profile, it is listed under the Documents icon on the far right edge, and it appears in RO Hub's Docs window. Files the customer uploads land the same way. Documents
  6. The customer uploaded a photo of the document instead of a PDF. It still counts and still attaches. If you want a cleaner copy, ask them for the PDF and replace it.
  7. Is anything ever deleted by pdrOS? No. pdrOS adds files and notes; it removes nothing. Files stay on the contact profile for as long as the case exists.
  8. Can I get a copy of everything on a case? Every PDF opens from RO Hub's Docs window in a new tab, and the download button in the browser saves it. For the whole case in one go, ask us. Documents
  9. Can I export my list of cases? Yes: in the left menu, click RO Hub, click the RO List tab, then Export CSV at the right. It opens in Excel. Find a case

Sends and the other side

  1. "Sent" is showing, but did they receive it? Sent means the email left with its attachments; the note names who got it and what was attached. Delivery to their mailbox is theirs to confirm. If a reply never comes and the chase emails bring nothing, call them and tell us. The Send switches
  2. The adjuster changed mid-case. Open the contact profile, folder CARRIER & APPRAISER, change Adjuster name and Adjuster email, click the blue Save button. From then on the demand, the report and the chases go to the new one. What already went stays in the old adjuster's conversation. The RTA
  3. I typed the wrong claim number and the demand already went. Fix Claim # (folder Insurance Info), save, then send a corrected demand (clear the sent date first; the steps are in The Send switches). Tell the adjuster in a line of your own.
  4. Where is the adjuster's reply? In the adjuster's own conversation: in the left menu, click Conversations, type their name in the search box at the top left, click their name. Your phone also got a text when they replied. The Send switches
  5. Does the other side ever hear from Sarah? Never. Sarah talks only to your customers. Sarah
  6. I sent the demand by hand from my own email. Set the switch to I sent it myself so the dates and the clocks start; nothing goes out a second time. The Send switches

Stages and the board

  1. Can I move a card on the Repair Stages board? Look, never drag. The stage follows the fields; dragging a card moves nothing underneath and confuses the picture. Pick APPRAISAL CASES at the top left to see your cases. Every stage
  2. A case went backwards a stage. A field it depends on was cleared or changed; the notes say which. Put the value back and the stage follows. Every stage
  3. Why does the picker also show Repair Process and RENTAL FLEET? They belong to the shop side of pdrOS and are empty for you. Ignore them.

Closing and reopening

  1. I closed a case by mistake. Tell us the RO number straight away. A closed case ignores its switches, Sarah is off for that customer, and the clocks are stopped; we reopen it from our side. Do not open a second case for the same claim. Other endings
  2. Can I set a switch on a closed case? No. It does nothing, and five minutes later you get the "It did not go" text so you know. The Send switches
  3. A past customer has a new claim. Start a new signup with your signup link; a new claim gets its own contact profile and RO number. If they still have the same phone number, tell us the same day so texts land on the new case. Your three links
  4. Can I see closed cases? Yes: in the left menu, click RO Hub, the RO List tab, the CLOSED pill. In Contacts, search by name as always. Find a case

Money

  1. Can I change the fee for one case? Yes, in Fee amount (folder CASE) before the customer signs. If they already signed, send a custom invoice; the task tells you. The agreement and the fee
  2. The customer paid me directly. Set Fee paid (folder CASE) to how they paid (Venmo, Check, Cash), then record the payment on the Square invoice so it stops chasing. Invoices and payments
  3. Who has not paid? In the left menu, click Contacts; along the top of the list, click the saved list Money out. Invoices and payments
  4. Can I refund a payment? Yes, from the paid invoice in Invoices; the steps are in Invoices and payments. The refund goes back the way it was paid. Invoices and payments

Calendar and booking

  1. What time zone are appointments in? Eastern. The booking page says so to the customer, and your calendar shows Eastern. Calendar
  2. The customer wants to change the time. They reply to our text and you get the task Customer wants a date or an update; then change it yourself: contact profile, far right edge, the Appointments icon, the three dots on the appointment, Edit, pick the new Date and Slot, Save. Post-repair inspection: booking
  3. Can I book for a customer who has no case? Not usefully: a booking with no case gives you the "booked but has no case" alert. Send them the signup link first. A text from someone with no case
  4. Why is the blue + New button in Calendars crossed out in this guide? Booking there by typing a name makes a second customer with no case, and you get the alert "booked an inspection but has no appraisal case". Book from the customer's contact profile instead. Calendar

Sarah

  1. Can I turn Sarah off for one customer? Yes, through us: her switch is not on your screen. Tell us the RO number. Sarah
  2. Sarah went quiet on a customer. She handed the conversation to you (eight hours of quiet) or the case is closed. Answer yourself. Sarah
  3. Can Sarah be taught something new? Yes. Send us the question the customer asked and the answer you want her to give; we add it. Getting help
  4. Does Sarah ever quote a figure? Never: not the range, the offer, the award or the fee. She says where the case stands and what is needed. Sarah

Support and changes

  1. How do I reach a person? In the left menu, click Support; under the chat, click the orange Support Ticket button, fill the form, send. Within minutes you get an email saying we are on it; we answer by email or call. Getting help
  2. What should I put in a ticket? The RO number, what you did and when, what you expected, and a screenshot of the newest note on the contact profile. Getting help
  3. Something went to the wrong customer or insurer. That is a ticket, now, with the RO number; do not try to fix it by resending. Getting help
  4. I have an idea, or a step does not fit how I work. Click the orange Feedback button under the support chat and describe it. We change the step on our side so it holds for every case after; please do not work around it. Getting help
  5. Can the support chat see my cases? No. It knows this guide, not your data. For a specific case, give it the RO number and what you see, and it tells you where to look; if something has actually gone wrong, open a ticket.
  6. Can the wording of a text or email to customers be changed? Yes, by us. Send us the message as it reads now (a screenshot or the note that names it) and the wording you want. Every text and email the customer receives
  7. Can a timer be changed? Yes, by us. Tell us which one (they are listed in Every timer) and the new number of days. Every timer
  8. Can a new person be added to the office? Yes: tell us their name, email and mobile number, and which tasks and alerts should go to them. They get a sign-in email from us.
  9. How do updates reach me? Changes to pdrOS appear on their own the next time the page loads; nothing to install on the computer. The phone app updates through the App Store or Google Play like any other app.
  10. Who else can see my cases? You, Sharon, and the pdrOS team when you ask us for help. No customer sees another customer's anything.

How pdrOS thinks

  1. Why does every field do something? Because the field is the instruction. There is no separate "go" button: typing the real value when it is true is what moves the case, sends the email and starts the clock. Typing a guess starts real work on a guess. The one rule
  2. Why are the tasks so wordy? So you never have to look anything up: the task carries the case data and the exact clicks. Read DO THIS and skip the rest when you know it. The Tasks page
  3. Why not just do it my way and skip the step? Because the next step is waiting for that field. A step skipped is a chase that never fires, an email that never goes, or a close that never happens. If a step is wrong for how you work, tell us and we change the step. The habits
  4. Why are the texts to customers signed Sarah and the emails to insurers signed John? Customers get an assistant who answers at any hour; insurers and other appraisers get the appraiser of record. Sarah
  5. Something looks broken but I am not sure. Read the newest note on the contact profile first; it usually says what pdrOS just did. Then reload the page. If it still looks wrong, send us the RO number and the note. When something goes wrong
Other words for this

sign in = log in, login; password = passcode; alert = notification, ping; DND = do not disturb, opted out, unsubscribed; ticket = support request, help request; export = download the list, spreadsheet, Excel; reload = refresh; phone app = mobile app, LeadConnector app.

Did this page not match what you see? Ask the support chat or open a support ticket. We change the page, not you.