Guide
ChangelogOne agent, several doors
Aurora works in turns. She takes a turn on a file when something happens to it: a message arrives, a collection link ends, a quote is accepted, a person answers her question or hands the file back, a held action is rejected or later runs, a reminder she set herself comes due, or a person asks her something in the rail. Whichever door the work came through, one turn acts on the same record under the same rules, and two doors at once wait for each other rather than working the file side by side. Most turns are event-driven. A turn can also begin when Aurora’s own reminder comes due or when the renewal sweep opens a file for an expiring policy. Every turn ends with her next reminder or with something named she is waiting on, and the Desk lists files with no wake scheduled so a person can see what she has parked. Her work on a file is kept in the file’s thread, which is the conversation you join when you open the rail on that file, and each turn is listed on the file page with what woke it and what she did.Moments
A moment is a question or exception that needs human judgment.
Moments appear under Decisions on the Desk, and where they arose: a held reply sits above its thread, and an action Aurora mentions in the rail is approvable there. Resolving the underlying issue clears the moment.
Actions and tiers
Everything Aurora does to the record is an action in one ledger. Each action type belongs to a tier, and the tier decides whether a person is asked.
Settings > Aurora is the charter: one grid, with each kind of action down the side and three columns across, and one dot per row showing where it sits.
Seven rows can move, and only between approval required and automatic: outbound email, quote letters, quote withdrawals, billing notices, declinations, binding, and endorsements. Billing notices start Automatic; the other six start Approval required. The last 90 days of activity sit beside each row. Creating a collection link is a direct record action; the email carrying it follows the outbound email position. Binding authority caps, premium thresholds, and a file you have taken over hold for approval whatever the position.
Every other row is fixed, and the grid shows it with no empty dot to move to. Edits to the record (contacts, insureds, files, thread links, reminders, gaps, coverage suggestions, the risk assessment, program routing, the producer of record, and questions to the team) are automatic, and every one can be undone. Nonpayment cancellation requires approval. Banking and payment accounts, disbursements and refunds, bordereau and settlement sign-off, members and roles, and programs, guidelines, and authority are manual. Cancellation notices are only ever a person’s decision.
The charter is the desk’s, so only an admin changes it, and only an admin adopts a proposal to change it. Everyone on the desk can read it.
When the record supports loosening a position, Aurora proposes the change as a ratification moment instead of making it. Tightening or loosening the boundary is a settings change, not a deployment.
Direct business is an Aurora rule, not a setting or hard product constraint: Aurora is instructed to tell an insured who writes without a broker that the desk places coverage through licensed agents and brokers, and not to open a file for them. A producer of record is never displaced without a broker-of-record letter.
Approve or reject
An approval shows the action, its file, Aurora’s reason, and why you are being asked: the charter, a referral rule that outranks it, a takeover, or an action that is never delegated.- Approve runs that exact action. For a draft, Send with edits runs it with your changes.
- Reject closes it without execution, with your reason on the record.