Running BimaHaq as the owner / admin

1. The big picture

The AdminShell sub-nav (a scrolling row of pill tabs, labelled “Admin sections”) is your site map and shows on every /admin page. Your day usually starts at the Briefing and flows out to wherever it deep-links. Note: the AI approval queue and follow-up cadences live under /ops/*, not in the tab row — you reach them from briefing links or the approvals footer.

flowchart TB
  login(["Sign in → /admin"])
  brief[/"Read the daily briefing"/]
  tat{"Any query past turnaround?"}
  reply["Reply / mark handled to clear it"]
  approve["Approve pending AI drafts /ops/approvals"]
  ops["Team, compliance, panels, automations"]
  done(["Inbox zero"])
  login --> brief
  brief --> tat
  tat -->|"yes — clear it first"| reply
  tat -->|"no"| approve
  reply --> approve
  approve --> ops
  ops --> done

2. Get access & sign in

Admins are invited, never self-registered. Another admin adds you on the Team screen, which emails you a set-password link.

1. 1
   Open the invite email

   Find the BimaHaq set-up email and click the set-password link (it retires any old password on the account).

   Set password link email
2. 2
   Set your password

   The link opens the “Choose a new password” page — set your new password and confirm it.

   Update password /auth/reset-password
3. 3
   Sign in

   Use Password (or your set method); enter your 6-digit code if two-factor is on.

   Sign in /auth/login

   → You land on /admin with the “Administrator Workspace” pill and “Admin” badge

3. Read the daily briefing & clear overdue items

The briefing is your command centre: a ranked “needs you now” roll-up with the customer-query turnaround watchdog first. It auto-refreshes every 60 seconds and deep-links each row to where it is actioned.

1. 1
   Open the briefing

   Click the Briefing tab in the admin nav.

   Briefing /admin/briefing
2. 2
   Read the headline count

   Read “N items need your attention”; click Refresh to re-pull now.

   Refresh /admin/briefing
3. 3
   Clear a breached customer query

   In “Customer queries past turnaround”, click Reply to open the channel; replying to a WhatsApp row auto-clears it.

   Reply /admin/briefing
4. 4
   Mark an email query handled

   For an email-channel row, reply in Gmail first, then click Mark handled here (email replies aren’t tracked back).

   Mark handled /admin/briefing
5. 5
   Jump to a case, draft, lead or ODR item

   Click any row under “Cases needing you”, “AI drafts awaiting your approval”, “New leads to contact” or “ODR & consults awaiting you” to deep-link to it.

   Review /admin/briefing

   → You land on the exact screen that actions it

flowchart TB
  open(["Open Briefing"])
  read["Read attention count"]
  q{"Query past turnaround?"}
  wa["Reply WhatsApp auto-clears"]
  em["Reply in Gmail → Mark handled"]
  rows["Work the other ranked rows"]
  zero(["All within turnaround"])
  open --> read
  read --> q
  q -->|"WhatsApp"| wa
  q -->|"email"| em
  q -->|"none"| rows
  wa --> rows
  em --> rows
  rows --> zero

4. Approve, edit or reject a pending AI draft

The approval queue at /ops/approvals lists every AI draft awaiting sign-off across all cases. This is where the “AI never auto-sends” rule is enforced — nothing reaches a customer until you approve it here, editing re-runs the same compliance scan, and a blocking flag must be fixed or overridden with justification.

1. 1
   Open the approval queue

   Reach it from a briefing “AI drafts awaiting your approval” row, or the approvals footer link.

   Approval queue /ops/approvals
2. 2
   Select a draft

   Click a draft in the left list (oldest first).

   Queue item /ops/approvals
3. 3
   Edit and save if needed

   Change the text in the editor, then click Save edits — a save re-scans compliance.

   Save edits /ops/approvals
4. 4
   Optionally check compliance

   Click Check compliance to see advisory or blocking flags before delivering.

   Check compliance /ops/approvals
5. 5
   Approve & deliver, or approve with no delivery

   Pick a target from “Approve & deliver…” (e.g. Customer message), or click “Approve (no deliver)”.

   Approve & deliver… /ops/approvals

   → The draft is delivered to the chosen target

6. 6
   Reject with a reason

   Click Reject and enter the required reason, or click Regenerate to request a fresh draft with feedback.

   Reject /ops/approvals

flowchart TB
  sel(["Select a draft"])
  edit["Edit + Save re-scans"]
  scan{"Compliance clean?"}
  over["Override with justification"]
  app["Approve & deliver"]
  rej["Reject / Regenerate"]
  done(["Delivered or sent back"])
  sel --> edit
  edit --> scan
  scan -->|"yes"| app
  scan -->|"blocking flag"| over
  over -->|"false positive"| app
  scan -->|"no — wrong"| rej
  app --> done
  rej --> done

5. Onboard a teammate (Team)

On the Team screen you invite brand-new emails (which emails a set-password link) or onboard an existing account via a per-row set-up link, and manage each teammate’s role and status.

1. 1
   Open Team

   Click the Team tab.

   Team /admin/team
2. 2
   Invite a brand-new teammate

   Fill Email and Full name, pick a Role, then click Send invite.

   Send invite /admin/team

   → They get a set-password email

3. 3
   Onboard an existing account

   On that person’s row click “Send set-up link” to email them a set-password link (this retires any old password).

   Send set-up link /admin/team
4. 4
   Change a teammate’s role

   Use the per-row Role dropdown (Customer / Case manager (ops) / Mediator / Advocate / Expert / Insurer rep / Admin).

   Role select /admin/team
5. 5
   Suspend or activate

   Click Suspend on an active user’s row, or Activate on a suspended user’s row.

   Suspend / Activate /admin/team

flowchart TB
  open(["Open Team"])
  known{"Email already has an account?"}
  inv["Send invite"]
  setup["Send set-up link on their row"]
  role["Set role + status"]
  done(["Teammate onboarded"])
  open --> known
  known -->|"no — new email"| inv
  known -->|"yes or invite 409s"| setup
  inv --> role
  setup --> role
  role --> done

6. Review the DPDP / compliance queue

On the Compliance (DPDP) screen you triage data-subject export and deletion requests within 30 days, with legal-retention blocks surfaced, plus the tamper-evident audit-log hash chain and the retention/erasure policy schedule.

1. 1
   Open Compliance (DPDP)

   Click the “Compliance (DPDP)” tab.

   Compliance (DPDP) /admin/compliance
2. 2
   Filter the queue

   Use the filter pills (All / Open exports / Open deletions / Completed / Rejected).

   Open deletions /admin/compliance
3. 3
   Approve and execute a request

   On a pending row click “Approve & execute”.

   Approve & execute /admin/compliance

   → The export is generated or the erasure runs

4. 4
   Reject with a user-visible reason

   Click Reject, type a reason (at least 4 characters), then Confirm reject.

   Reject /admin/compliance
5. 5
   Snapshot and verify the audit chain

   Pick a date, click “Snapshot this day”, then “Verify chain”.

   Snapshot this day /admin/compliance

   → The chain verifies, or flags where it broke

flowchart TB
  open(["Open Compliance queue"])
  pick["Filter + pick a request"]
  hold{"Under legal retention?"}
  block["Shown “Blocked by legal retention”"]
  exec["Approve & execute"]
  rej["Reject with reason"]
  done(["Resolved within 30 days"])
  open --> pick
  pick --> hold
  hold -->|"yes — retained"| block
  hold -->|"no — valid"| exec
  pick -->|"invalid request"| rej
  block --> done
  exec --> done
  rej --> done

7. Empanel an advocate/expert & assign work

On the Advocates and Experts screens you review empanelment applications, correct OCR-extracted details, and empanel/reject/suspend. On Advocate assignments you assign the ₹2,999 legal notices and push case tasks or mediations to empanelled advocates. The Experts panel staffs the expert call in the ₹1,499 Claim Review + Expert Call service.

1. 1
   Open the Advocate panel

   Click the Advocates tab; the default filter is “under review”.

   Advocates /admin/advocates
2. 2
   Correct details and empanel

   Edit name/place/enrolment, click “Save edits” if you changed anything, then Empanel.

   Empanel /admin/advocates
3. 3
   Also put an advocate on the ODR mediator panel (optional)

   On an advocate whose forums include Mediator, click “Add to mediator panel”, pick the dispute types and languages they mediate, and submit — same login, no second account. Their row then shows a “Mediator panel” badge.

   Add to mediator panel /admin/advocates
4. 4
   Add an insurance expert

   Click “Add expert”, enter their email and name, set years of experience in insurance / highest qualification / III qualification, tick the expertise areas that decide which calls they get, then “Add expert”. Creates their login (a set-your-password link is emailed) and their profile in one step — tick “empanel immediately” to skip review (it needs at least one expertise area).

   Add expert /admin/experts
5. 5
   Upload an expert's documents for them

   On their row click “Docs”, pick the type (III certificate, degree / diploma, cancelled cheque / bank proof, PAN, ID proof, CV), then Upload — the file lands on their profile without waiting for them to log in.

   Docs /admin/experts
6. 6
   Empanel an insurance expert

   On the Experts tab, review the application and click Empanel.

   Empanel /admin/experts
7. 7
   Assign a pending advocate task

   On an “awaiting assignment” item pick an advocate in the row select and click Assign.

   Assign /admin/advocate-assignments
8. 8
   Push a new task or mediation

   Click “New assignment”, pick Kind and Advocate, enter a Subject, then “Push to advocate”.

   Push to advocate /admin/advocate-assignments

flowchart TB
  rev(["Review application"])
  fix["Correct OCR details + Save"]
  dec{"Empanel?"}
  rej["Reject"]
  pan["Empanelled panel member"]
  asn["Assign notice / task / mediation"]
  done(["Work with the advocate/expert"])
  rev --> fix
  fix --> dec
  dec -->|"yes"| pan
  dec -->|"no"| rej
  pan --> asn
  asn --> done

8. Configure an automation

On the Automations screen you compose event-driven workflows — one trigger, ANDed condition filters, an ordered action chain — plus a runs log. Internal actions run autonomously, but any AI-draft action is autonomy “draft_for_review” and always queues for human approval; it never auto-sends.

1. 1
   Open Automations

   Click the Automations tab.

   Automations /admin/automations
2. 2
   Start a new workflow

   Click “New workflow” to open the vertical-flow editor.

   New workflow /admin/automations
3. 3
   Enable or disable a workflow

   Toggle the row’s Enabled checkbox (disabling stops it running).

   Enabled /admin/automations
4. 4
   Edit a workflow

   Click Edit on the workflow card.

   Edit /admin/automations
5. 5
   Inspect run history

   Click the Runs view toggle, or Runs on a specific card.

   Runs /admin/automations

flowchart TB
  new(["New workflow"])
  trig["Pick a trigger event"]
  cond["Add ANDed conditions"]
  act["Order the action chain"]
  ai{"Any AI-draft action?"}
  queue[/"Draft queues at /ops/approvals"/]
  run(["Enabled + logged in Runs"])
  new --> trig
  trig --> cond
  cond --> act
  act --> ai
  ai -->|"yes — human review"| queue
  ai -->|"no — internal only"| run
  queue --> run

9. Privacy & compliance guardrails

These constraints are baked into the workspace so you can move fast without crossing a line. Treat them as non-negotiable.

• AI never auto-sends customer-facing content — every draft passes through /ops/approvals, and editing re-runs the same pre-send compliance scan (no bypass).
• AI never issues a claim verdict — it drafts and assists only.
• Experts and advocates draft their own work; you and ops approve it — AI does not draft their deliverables.
• No percentage-of-claim or success fee, and no advocate fee-sharing — pricing is fixed-fee only.
• No paid non-advocate representation before Consumer Commissions, and no outcome guarantees.
• DPDP within 30 days — exports and deletions are processed on time; legal-retention blocks are surfaced, not silently overridden.
• Team self-protection — the server blocks self-suspend and last-admin removal so an admin can’t lock the platform out.
• Audit-log hash chain — daily snapshots plus chain verification detect any post-hoc edit of audit rows.