Users & Roles

Interact uses team structures to help you manage and resolve claims efficiently.

Key Principles

• Every user must belong to a team.
• If someone needs to work alone, they will be placed in a team of one.

Teams can be set up in three ways:

1. By claim type — e.g. an OIC Quantum team that receives all OIC Quantum claims.
2. By organisation — e.g. a CompanyName Team that receives all claims involving that company, regardless of claim type.
3. Manual routing — e.g. a Triage Team that receives all claims and redistributes them to other teams.

Note

You cannot currently combine claim type and organisation routing.

• Teams act like containers for claims and their tasks.
• A claim must be inside a team before a user can take ownership of a task.

Tasks

• Tasks are the actions needed to move a claim toward resolution.
• By default, tasks sit in the team backlog until a user claims them with + Assign To Me.
• Task ownership is temporary:
• Users can unassign tasks to return them to the backlog.