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Desk Rules

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

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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.

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Creating a Rule

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

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Rule Settings

SettingDescription
NameDescriptive name for the rule
EnabledToggle rule on/off
OrderExecution order within a group
GroupOptional grouping for organization

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Conditions

Rules trigger when all conditions are true.

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Field Conditions

Compare extracted field values:
OperatorDescriptionExample
EqualsExact matchState = “CA”
Not EqualsDoes not matchStatus != “Declined”
Greater ThanNumeric comparisonTIV > 10000000
Less ThanNumeric comparisonYears in Business < 3
ContainsText containsInsured Name contains “LLC”
ExistsField has a valueEffective Date exists
Not ExistsField is emptyLoss History not exists

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Required Fields Missing

Trigger when required fields haven’t been extracted: 
Condition: Required fields missing = true
Action: Set status to "Needs Info"

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Actions

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Set Status

Automatically update submission status: 
IF TIV > 50,000,000
THEN Set Status = "Review"

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Set Priority

Assign priority based on criteria: 
IF Effective Date < 7 days from now
THEN Set Priority = "Urgent"

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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.

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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.

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Examples

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Auto-Escalate Large Risks

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

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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..."

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Fast-Track Renewals

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

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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.

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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