Desk Rules

Automate workflows with conditional rules

Desk Rules

Desk rules automate actions based on submission data. When conditions are met, rules can change status, set priority, or draft response emails.

How Rules Work

Desk rules are evaluated when:

• A submission is created
• Extracted data changes
• Status or priority is updated
• A rule is manually triggered

When conditions match, the rule’s actions execute automatically.

Creating a Rule

1. Navigate to your desk’s Rules tab
2. Click + New Rule
3. Define conditions and actions
4. Enable the rule

Rule Settings

Setting	Description
Name	Descriptive name for the rule
Enabled	Toggle rule on/off
Order	Execution order within a group
Group	Optional grouping for organization

Conditions

Rules trigger when all conditions are true.

Field Conditions

Compare extracted field values:

Operator	Description	Example
Equals	Exact match	State = “CA”
Not Equals	Does not match	Status != “Declined”
Greater Than	Numeric comparison	TIV > 10000000
Less Than	Numeric comparison	Years in Business < 3
Contains	Text contains	Insured Name contains “LLC”
Exists	Field has a value	Effective Date exists
Not Exists	Field is empty	Loss History not exists

Required Fields Missing

Trigger when required fields haven’t been extracted:

Condition: Required fields missing = true
Action: Set status to "Needs Info"

Actions

Set Status

Automatically update submission status:

IF TIV > 50,000,000
THEN Set Status = "Review"

Set Priority

Assign priority based on criteria:

IF Effective Date < 7 days from now
THEN Set Priority = "Urgent"

Draft Email

Generate a response email using AI:

IF Status = "Needs Info" AND Required fields missing
THEN Draft Email with instructions:
  "Request the missing information: [list missing fields]"

Draft emails go to your action items for review before sending.

Rule Groups

Organize related rules into groups:

• Initial Processing - Rules that run on new submissions
• Escalation - Priority and assignment rules
• Response Automation - Email drafting rules

Groups execute in order, and rules within a group execute by their order setting.

Examples

Auto-Escalate Large Risks

Name: Escalate High TIV
Conditions:
  - TIV > 25,000,000
Actions:
  - Set Priority = "High"

Request Missing Information

Name: Request Missing Docs
Conditions:
  - Status = "Review"
  - Required fields missing = true
Actions:
  - Set Status = "Needs Info"
  - Draft Email: "Please provide the following..."

Fast-Track Renewals

Name: Renewal Processing
Conditions:
  - Subject contains "renewal"
  - Prior Policy Number exists
Actions:
  - Set Priority = "Normal"
  - Set Status = "Review"

AI-Generated Rules

Click Generate Rule to describe what you want in plain language:

“When a submission is missing the ACORD 125 form, set status to Needs Info and draft an email requesting it”

Kantilever will create the rule conditions and actions for you.

Testing Rules

Before enabling a rule:

1. Click Test Rule
2. Select a sample submission
3. Preview what actions would execute
4. Adjust conditions as needed