Visual and information-architecture pass across every screen. No API call,
payload, poll, permission rule or workflow mirror changes; forms still render
from the live schema and the timeline's merge/grouping is unchanged (only the
display order is reversible).
Design language
- Ground + white cards with one hairline and one radius; sentence-case
headings; shared primitives in index.css (.card .pill .btn .avatar .live).
- One inline icon set (components/Icon.jsx); no more filled navy/red tiles.
- Read-side labels in api/display.js: roles and enum tokens humanized,
customer initials/tones, money and date formatters. Nothing sent changes.
Shell
- 56px header with brand, global lead search (portfolio rows, "/" to focus)
and identity chip with a human role label.
- Sidebar rows carry icons and a clear active bar; AI roster at the foot,
each opening its remit card.
Login
- Operator copy instead of retail copy; centred sign-in card with show/hide
password; demo persona picker that fills the EMAIL only.
Overview
- "Who holds the work" as four quiet cards that warm only when owed.
- Pipeline flow bar with every stage named beneath it; KPI strip in a card.
- Action rows with chevron / view-only eye; expiry bands filter the table.
Queues
- Filter bar (search, product, channel, expiry band, stalled, hide closed)
and sortable columns, all client-side on the fetched page.
- Avatars, product/channel chips, stage chips for closed leads, tinted
stalled rows, count inline with the title.
Lead
- Avatar + chips in the header; metrics card with the stage rail inside,
and a branch node for Referred / Parked / Lost / Declined.
- Timeline newest-first by default (toggle), the worker's face as the node,
one footer row per entry, AI markdown rendered as bold.
- "AI team on this lead" panel with per-agent step counts; PDF tags on docs.
Forms & dialogs
- Required marked with an asterisk + legend; "Select…" placeholder; dd Mon
yyyy hint under date inputs; open activity form in a titled panel;
one-line dialog footnotes.
Fixes: horizontal overflow at 1024px, boxed "in N days" figure, raw tokens
(sme_underwriter, verbal_call, Rsa), findings cut at "1.".
Co-Authored-By: Claude Fable 5.1 <noreply@anthropic.com>
The layout placed information by convenience, not importance, and repeated
itself. This is the consolidation pass, no new look.
- METRICS: seven at equal weight became four, money first — Premium, Commission,
AI confidence, Renewal-countdown. Dropped lead age and time-in-stage (they
overlapped each other, and the feed already carries timing), and product /
vehicle (the rail's "The vehicle" holds them). Nothing is lost; every removed
measure is still on the page once, where it belongs.
- STAGE stops appearing as a metric — the rail is where the lead's position
lives, and the feed shows each transition.
- NEXT STEP no longer repeats the status. Its heading and "nothing is waiting on
you" subtitle rendered even when nothing was owed, saying a third time what the
status strip and the header already said. The heading shows only for a real
step now; secondary actions (add a document, mark lost) still render, without
the framing.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
"What do I do now" was answered only by scrolling past the metrics and stage
rail to the Next step panel. When this user owns the next step it now sits in
the header top-right as a prominent amber button — where the eye goes for the
next move — and pressing it opens the form and scrolls to it. When nothing is
owed, the passive status stays there instead.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
The layout was right but the surface still read as a flat corporate form. Three
levers, all from the approved mockup:
- A DISPLAY FACE (Bricolage Grotesque) on the things the eye lands on — the
lead name, panel headings, and every figure. Zurich Sans stays the body
voice; this gives the numbers and titles the tighter, more current character
the plain grotesque could not. Loaded from Google Fonts with Zurich Sans as
the fallback, so a blocked CDN degrades to the brand face rather than breaking.
- DEPTH. Panels and the metric tiles lift from the barely-there --sh-sm to a
real --sh-md with rounder corners, so cards read as objects on a surface
rather than boxes drawn on paper.
- WHOSE MOVE IT IS. The header said "STAGE / Quote Presented" — a label. It now
carries a coloured pill: "Right now · With the customer" (teal), "With the AI"
(blue), "Waiting on a person" (amber). The stage name is in the rail below;
the pill answers the question an operator actually opens a lead to ask.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
The audit trail is the record of work nobody watched happen — it is what this
product is for — and it sat in a 384px gutter with its own inner scrollbar
beside a full-width panel of form fields. That said, in layout, that the AI's
work was a footnote to the data entry. Exactly backwards.
Swapped. The trail takes the wide column and scrolls with the page under a
heading that says what it is: "What happened". The reference data — customer,
vehicle, documents, the call, the stage's own facts — moves to a 340px sticky
rail, where short key/value pairs belong. The crew who worked the lead sits at
the top of that rail as its own small panel.
The overview now opens on who holds the work rather than on money: four large
numbers on navy — with the AI, waiting on a person, with the customer,
renewals at risk. A live person-queue or a lapsed renewal warms its cell; the
rest stay cool. Money is the outcome; this is the state, and it is the sentence
the whole console exists to say.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
The app had FIFTY-FOUR distinct font sizes and forty of them sat between
0.58rem and 0.95rem — a three-pixel band. The most-used size was 0.78rem, so
body copy was 12.5px. That is not a hierarchy, it is a fog of small grey text,
and it is the main reason the screen read as a decade old: nothing could be
emphasised because everything was already the same size.
Nine steps now, with real jumps. 12px is the floor and is reserved for
uppercase eyebrows — every one of the 53 declarations sitting there that was
not an eyebrow has been lifted off it. The surfaces people actually read — the
trail's entries, WhatsApp bubbles, field values, table cells — are at body size
rather than meta size.
The hairline cages are gone with them. The lead metrics and the overview KPIs
were seven equal cells in a 1px grid, every value the same size as its label,
which left the reader to do the prioritising themselves on every lead. They are
separated by whitespace now, values at 22px against 12px labels, with premium
and commission larger again: size does the prioritising instead.
Panels breathe at 32px rather than 24, radii went 10/14 -> 12/16/20, borders
dropped to the softer line, and the stage rail, the queue table and the cards
were rebuilt on the same spacing rhythm.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
Initials alone do not say a step was autonomous — "EN" reads as a colleague's
badge. On a screen whose whole claim is that the work ran without people, the
one fact every entry has to state is which entries were the machine's. Agent
discs now carry a sparkle, the settled convention for machine-generated work,
so it needs no legend; humans keep a plain disc, because a mark on every actor
would say nothing. Screen readers get "(AI)" said out loud, since they cannot
see it.
The call was the one step nobody could replay from the fields. Everything else
on a lead was typed or derived; this happened out loud, and its outcome sat in
the full file next to the source channel while the words themselves were only
reachable from a button halfway down the trail. It gets its own card, with the
transcript one click from the notes that summarise it.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
Fifty-seven fields over thirteen groups sat open on the lead page, which
pushed the audit trail — the part people actually read — a screen and a half
down. Most of it is reference material: nobody opens a lead to find its source
channel. They open it to see who the customer is, what is being insured, what
has been attached, and what this stage turns on.
So the page carries exactly that — four cards at most, the fourth chosen by the
stage the lead is in — and the complete record moves into a drawer behind one
click. Nothing is dropped: the drawer is handed the same computed groups the
page used to render, so the two cannot disagree about a value.
Hiding is only safe while it stays findable, so the trigger names the number it
is holding back rather than saying "more", and the drawer brings a filter over
labels AND values, because Ctrl-F was how people read the open version and a
click breaks that.
Long values are clamped in both places. uw_referral_reason and lost_reason run
to a paragraph, and a paragraph printed raw in a summary card would rebuild the
wall this exists to remove.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
The lead file put seven AI paragraphs in the same flow as "Mobile", each with
the weight the audit trail gives it, so the card was mostly quotations with the
facts lost between them — and the same prose sat in the trail two feet to the
right. Facts group at the top now; the reasoning is a caption, two lines and a
link to the dialog that already held it. Pairs go side by side rather than
stacked, and the CSS columns become a grid: column flow read top-to-bottom-then-
across, so groups landed in an order nobody could predict and tore raggedly
between 2-field and 12-field groups.
New lead was a route. Pressing it cost you your place in the queue you were
working through and left you three navigations away. It is a dialog over the
page now, with the same modal furniture as the conversation and reasoning ones.
Three of its boxes were answered by the system before anyone saw them — the
channel, the partner code and the submitting agent, all stamped by prefill from
the signed-in identity. They are hidden at RENDER only: `fields` still holds
them, so they validate and submit exactly as before. Filtering them out of
`fields` would have dropped the attribution and 400'd on the mandatory channel.
A stamped field that comes back empty is drawn anyway, so a prefill that does
not resolve cannot fail validation against a box that is not on screen.
Business Name is scoped to SME. An INIT form has no lead to filter on, so
visibility reads the live answer to Product Line first and the saved lead
second — the form narrows as it is filled, and a motor renewal drops from
twelve boxes to nine. It is optional, so hiding it cannot block a submission.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
THE FILE WAS THIRTEEN TABS. One group of fields visible at a time, so
"what do we know about this lead?" meant thirteen clicks and a good
memory — on a page called the Lead FILE. A file you can read one page of
at a time is a filing cabinet.
Every group is now a card, laid out in columns that reflow to the width:
three on a wide screen, two normally, one on a laptop. The whole 360 is
one scroll and Ctrl-F finds anything. Groups avoid breaking across a
column boundary — a heading at the foot of one column with its fields at
the head of the next is worse than an uneven column — and inside a group
the label/value pairs stack, so a long value is not squeezed into half a
column against its label.
THE JOURNEY IS AT THE TOP. The page named the current stage in a corner
chip and said nothing about the path, so "how far along is this?" — the
first question anyone asks — needed the workflow memorised.
Passed steps are read from the AUDIT, not assumed from the order. A lead
can skip (documents uploaded from Qualified carried one straight past
Contacted) and can go backwards (a callback returns it to Awaiting
Contact); colouring everything left of the current stage would claim
steps that never happened. The side states — Parked, Referred, Lost,
Declined — are deliberately off the rail: they are departures from the
path, not points every lead passes, and a row implying otherwise would be
a lie about the process. When the lead is in one, the rail names it at
the end instead.
THE TRAIL STOPS READING AS A MARGIN NOTE. 384px beside a full-width file
made a column of two-line entries look like an aside; it is the half of
the page that says what happened. Widened to 440.
Layout only. The form, the actions, the audit fetch and every submission
path are untouched.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
Recording is now on for Meera (93) and the transcript is kept on the lead
(94), so the call stops being a thing only one AI ever saw.
The wake that ends a call already carried far more than Engage used — a
summary, a sentiment analysis, and the FULL TRANSCRIPT, turn by turn —
and all of it was dropped once the three-sentence write-up was done. So a
customer said "I think it's 12,000 rupees" and "lower premium", and the
file held a paraphrase.
That matters here more than it would elsewhere: consent_artefact =
verbal_call is written from what the agent HEARD, and it is the artefact
justifying every later contact. The evidence for it should be the
customer's own words.
"Hear the call" now sits on the Log Contact entry and opens the
conversation, laid out like the WhatsApp thread — agent right, caller left
— because it is the same kind of thing and should not need learning
twice. It also files under Contact in the lead record.
Turns are split on the speaker labels rather than on newlines: a single
turn wraps, and splitting per line shattered one sentence into four
bubbles. A transcript that will not parse is shown raw — it is still
evidence, and "nothing to display" would be a lie.
NOT INCLUDED: the audio. Recording is enabled and the WAV is uploaded,
but recording_url is delivered to the agent's post-call WEBHOOK
(voice_internal_handler.go:429), not in the wake payload, so nothing puts
it on the lead. Wiring that webhook to an external-API activity is a
separate change, worth doing when someone asks to listen rather than to
read.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
The page said "Waiting for the customer to reply on WhatsApp" directly
above a panel saying "Accepted by the customer, over WhatsApp. KYC and
underwriting are running." Both rendered from the same instant; only one
was true.
Quote Presented has the same shape as Document Pending — the state holds
still while the situation underneath it changes completely. Before the
customer answers, the lead is genuinely with them and nothing is running.
After they accept, KYC and the underwriting screen run inside the SAME
state, because the lead does not move until underwriting clears. phaseOf
splits it, so the strip now says "Verifying KYC" and then "Screening the
risk for underwriting", and the Next step line records only the fact of
the acceptance rather than repeating what is running.
That also puts this stretch under the stall detector for the first time,
which matters: the KYC agent talked itself out of the underwriting screen
earlier today and the lead sat in Quote Presented with a passed KYC and
nothing happening. With this it would have said so after five minutes and
offered "Run the underwriting screen" — both steps ops_admin can perform,
so the recovery needs nobody's help.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
The lead page told an operator an automated step "typically completes
within two minutes; this view refreshes automatically" — and went on
saying it indefinitely. Today a lead sat forty minutes under that
sentence while the model provider returned 502s.
Agents stall, and for reasons this app does not control: the provider
slows from 6s a call to 90s or drops the request, a thinking budget runs
out mid-sentence, a late webhook wakes the wrong employee. From the
console every one of those looks identical — a lead that stops — so the
screen now reports the only thing it can honestly know (nothing has
happened for N minutes), says the work so far is safe, and offers the
way out.
THE WAY OUT IS NOT A RETRY BUTTON, because the platform has none and no
agent can be woken directly. But every agent is woken BY AN ACTIVITY, so
performing that activity again wakes it again. nudgeFor() holds that
mapping, and inside Document Pending it picks by how far the chain
actually got — three agents work that state in sequence and the one to
restart is the one that did not finish.
That matters most for the Advisor. It is the only AI step nobody may
perform by hand — permitted to ai_advisor alone — so re-performing the
activity that wakes it is the ONLY route back, and it is the step that
failed twice today. Without this table an operator's only option was to
wait or to call me.
Five minutes before it says anything: an employee wake plus a slow model
is legitimately three or four minutes, and a console that cries stall on
a working lead is one nobody reads.
The clock lives in state, ticking every 20s, rather than Date.now() in
the render body — reading the wall clock while rendering is impure, and
the counter would otherwise only move when something else happened to
re-render the page.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
TOOLS ARE VISIBLE NOW. Clicking any agent — in the trail or the "Worked
by" strip — opens a card saying what it is, when it runs, what it can
reach and what it reads. The answer is short and it is the reassuring
kind: four of the five hold no tools at all and reason from the policy
wordings, and the only tool in the roster reads a partner registry.
That answer stopped being true once, silently. Intake held a tool that
could telephone customers, its charter never mentioned it, and it used it
on every lead believing it was a duplicate check (89). Nobody could see
that from any screen. This is the screen that would have shown it — which
is the actual argument for building it, beyond a demo looking better.
Where an agent has no tools the card says so in words rather than showing
an empty section. "No tools" is the single most reassuring fact about
something that writes into an insurance file; a blank reads as missing
data.
The roster is a hand-maintained mirror of the employee config, like
STAGES and ACTIONS, and carries the same hazard: a tool added there and
not here is described wrongly, silently. Named in the file.
THE CONVERSATION WAS EATING THE TRAIL. Every WhatsApp turn was its own
entry — heading, actor, quote box — so a four-message exchange occupied
more of the trail than the entire underwriting chain, and a resend
printed the same sentence four times because the customer sent it four
times. A contiguous run now collapses into ONE entry: a WhatsApp mark, a
count, the latest line, and a link that opens the thread. A second
exchange later in the lead stays separate, because that is a different
episode in the story.
And the actor is right. The channel performs these as the system, so the
trail read "System · Customer Reply" — the opposite of what happened.
It says "the customer" now, in the channel's own green, and the rail dot
takes that colour so a scan shows where the conversation was without
reading a word.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
Five of the six asks. The sixth — the whole row as the click target —
shipped in 704afe1 and is already live on both grids.
THE AUDIT TRAIL WAS FROZEN. Timeline fetched the rows once on mount and
never again, so a lead being worked by five agents in three minutes
showed the trail as it was when the page opened — on the one screen whose
job is watching work happen. The rows move to the lead page, which
already polls every 12s, and Timeline becomes presentational. One fetch,
one poll, and the conversation view reads the same rows so the two cannot
disagree.
THE ACCEPTANCE BUTTON OUTLIVED THE ACCEPTANCE. Recording an acceptance
twice is not a loop, a recovery or an alternative — it is meaningless,
and offering it invites someone to overwrite a customer's WhatsApp
acceptance with a worse record of the same event. Gone once
acceptance_ref is set, replaced by a line saying who accepted and when.
THE AGENTS HAD NO FACE. Five of them carry this workflow and the console
named them three different ways — "ai_engage" here, "Engage" there,
"Engage AI" elsewhere — so nobody could see that the thing which called
the customer and the thing which wrote the quote were one worker. One
roster now (api/agents.js): a short name, a colour and two initials each,
used wherever an agent is named. People get a disc too, in grey — a trail
where the machines are decorated and the humans are plain text reads as
though the machines are the important ones, which is backwards on a
screen built for oversight. A "Worked by" strip above the trail shows the
team at a glance.
THE CONVERSATION WAS A LOG, NOT A THREAD. Each turn sat as its own entry
among twenty others. Now one button opens it as a thread — theirs left,
ours right, oldest first — and the footer says plainly which parts it
holds: the quote, the read receipt and the acceptance confirmation are
sent by trigger nodes and never written to a field, so they are not
there. A thread that quietly omitted them would be worse than one that
admits what it is.
CONFIRMING A PREMIUM IS A SIGN-OFF, NOT A TASK. It is the only step
locked to one role and the only one that touches money — an employee that
could mark a premium received could put a customer on risk for a policy
nobody paid for. It sat fourth in a list of six queues. It gets its own
band now, shown only to the role that owns it, amber only when something
is actually waiting: a permanent alert colour on an empty queue teaches
people to stop seeing it.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
Engage can now answer a customer's question from the policy wordings
(82), so the lead file has a conversation in it rather than a single
recorded reply.
The audit trail renders both halves — "The customer said", then "We
replied" — so the exchange reads as one, which is what an operator
reviewing an acceptance nobody in the office made actually needs.
The lead file gets a Conversation group beside Proposal: the question,
the answer, and the count. Acceptance stays in Proposal, one tab away
from the words that produced it.
"Reply to the customer" is offered to ops_admin only. Engage declines
anything it cannot answer from the wordings, anything that is a
negotiation, and everything past three answers — so a person needs a way
to take over, and it has to be through the same thread or the reply
lands somewhere the lead file never sees.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
Recording the acceptance was the third human touchpoint, and it was a
person in the office typing what a customer had said somewhere else.
The customer's WhatsApp reply now drives it (81), so this stage has no
step of its own.
"Record the acceptance" drops from a step to a folded recovery lever —
kept, because a customer who says yes on a CALL still needs somebody to
record it, and because a reply Engage judged ambiguous has to be
actionable by a person.
That left Quote Presented with an empty screen at exactly the stage an
operator is most likely to wonder whether something has broken, so the
waiting state now says so. Grey, and no pulse: nothing is happening, and
that is the correct state — unlike the AI strip, where a still dot would
mean something is wrong.
The reply itself surfaces in two places: the audit trail carries it as
"The customer said", and the lead file files it under Proposal beside the
acceptance it produced. The evidence and the decision it justifies are
one line apart, which matters when nobody in the office made it.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
THE SIDEBAR NOW CARRIES COUNTS. It deliberately did not, on the argument
that a tally could only come from a second full list call that would then
disagree with the queue's own total. Right about the cost, wrong about
the conclusion: with no numbers the only way to learn whether anything
was waiting on you was to open all nine queues in turn, which is the
question navigation exists to answer.
There is no second call. The overview's existing fetch moved into a
PortfolioProvider that both surfaces read, so this is one call fewer than
before and the two agree by construction. Bounded at 200 rows, as the
overview always was; past that the honest answer is an aggregate
endpoint, not a bigger limit.
What the badge counts is what needs a PERSON — phaseOf again, so a lead
whose documents are in and whose AI chain is running is reported beside
the badge rather than inside it. An amber dot marks a queue holding a
renewal inside a week, which is the only reason to open one queue before
another and was previously invisible. Zero is shown rather than hidden:
"nothing here" is an answer, and a queue that disappears when it empties
makes the sidebar move under the cursor.
Closed is folded into a summary. Three of the twelve queues, opened about
once a week, and at equal weight they made the live ones harder to find.
REASONING OPENS IN A DIALOG, NOT INLINE. The audit rail is 320px wide
with one entry per step, and a 1,500-character rationale expanding in
place pushed a lead's whole history off screen to read one sentence of
it. Nobody reads a paragraph in a sidebar. The finding — the AI's own
first sentence, which is already the conclusion — stays on the line; the
working is one click away and one Escape back, headed by what is being
read ("Call — Log Contact") rather than by nothing. Escape closes, the
page behind does not scroll, and focus returns to the button that opened
it so a keyboard reader keeps their place.
Two headings that described the container rather than the contents:
Record → "Lead file", and the audit trail's subtitle now says what a
reader gets from it.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
Traced the console against the workflow it renders. Five gaps, all of
which made a working chain look like a broken one.
THE AUDIT TRAIL WAS READING THE WRONG KEYS. An audit row's data is keyed
by the ACTIVITY's field ids, which carry a per-form suffix — the call
notes arrive as contact_notes_2, the document request as
documents_notes_3 — and the timeline matched the unsuffixed global ids.
Almost nothing ever matched, so the trail was a list of activity names
with the agents' reasoning invisible behind it. The one narrative line
that did appear was an accident. It now reads the platform's own typed
`fields[]` (label, data_type, value) and matches on the base id.
That is also what lets it answer the question that was asked: an upload
now renders as "3 documents received" with each one named and openable,
instead of a bare "Collect Documents".
DATA_UPDATE ROWS WERE CLASSED AS AGENT WORK. A bookkeeping row inherits
the roles of whoever caused it, and the AI check ran first — so an AI's
field write appeared in the trail as an entry titled "Data updated",
while the toggle underneath still offered to reveal the others. The
activity id says a row is bookkeeping; the roles say who triggered it.
DOCUMENT PENDING IS TWO SITUATIONS. Before the upload a person has to
act; after it the lead stays in the same state while three AI steps run.
Both rendered as "waiting on the partner agent", so a lead that had just
been served showed an Upload documents button under a panel saying the
documents had been received, and counted against the Action-required
queue. phaseOf() derives the difference once, from documents_status, and
the header, the queue count, the row status and the action list all read
it. The upload demotes to recovery — "Replace or add a document", folded
away with the other levers.
A STOPPED CHAIN LOOKED IDENTICAL TO A RUNNING ONE. The rating engine
refuses to price without an IDV and writes so into quoted_breakup;
Engage then declines to raise a quote it would have to fabricate. Both
are right, and nobody was told: the refusal sat in a field on a tab and
the lead never moved again. blockedOn() surfaces it as an amber strip
that names the missing value and opens the form that carries it.
THE STALL MEASURE WAS DATED FROM THE WRONG COLUMN. progress() fell back
to created_at when updated_at was absent — which it always was, because
neither view returned it — so every lead older than half an hour would
have reported stalled. It reads updated_at only; the view supplies it as
of 76.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
Four operator-reported issues, one commit because two of them are about
the same form.
ALL LEADS WAS GONE. The team's rewrite of the queue screen dropped the
/stage/all view, so finding a lead meant guessing which of nine queues
it sat in. Restored: no stage filter, closed leads dropped client-side,
one request for the whole open book. Linked under Overview in the
sidebar so it is one click from anywhere.
THE DOCUMENT FORM ASKED FOR WHAT THE LEAD ALREADY KNEW. Collect
Documents mirrors fourteen record fields — registration, make and model,
previous insurer, expiry, policy number, PAN — so the OCR has somewhere
to write. Rendered blank, they read as fourteen more things to type, on
a form whose whole point is uploading three files. They are now seeded
from the lead by base key: an agent uploading for KA01MF6618 sees
KA01MF6618 already there. Server prefill wins, then anything typed;
files and generated ids are never seeded, and an INIT form has no
record to seed from. SME-only fields were already hidden on a motor
lead by fieldLine — that half was working.
"SEND A REMINDER" IS THE SCHEDULER'S JOB, NOT A BUTTON. It fires at
24h, 72h and 120h on its own. Offering it as a loop action invited a
person to send a reminder the platform was already about to send. It
and Retry Call move to `force` — reachable behind "Lead not moving?"
for the day the schedule itself fails, and otherwise out of sight.
THE UPLOAD STAYED THE "NEXT STEP" AFTER THE UPLOAD. Once
documents_status is complete the lead remains in Document Pending while
Engage captures the risk and the quote is built — and the panel kept
saying "Upload documents", which reads as though nothing was received.
Now, when complete, the upload becomes a loop (a fourth document, a
correction) and the panel says what is actually happening: documents
received, Engage AI is capturing the risk and preparing the quote.
Permissions unchanged; ACTIONS still matches
tbl_wf_state_allowed_activities exactly.
The app read as a control panel. Every activity a stage allowed was
rendered as an equal button, so operating it required already knowing
the workflow — which is the opposite of what a workflow tool is for.
Two concrete failures, both visible in the data:
Ops on Document collection got SIX equal buttons. Exactly one was the
next step: upload the three documents. Capture Motor Risk, Capture SME
Risk, AI Cover Recommendation and Generate Quote are the AI's own chain,
present only so a stalled lead can be pushed by hand.
And FOUR stages offered a partner agent nothing but "Mark Lost" — New
Lead, Contacted, Underwriting referral, Premium confirmation. At each of
those the system was actively working the lead, and the only thing the
app suggested was giving up on it.
So an activity now carries what it IS at a stage, not only who may press
it:
do the step this stage is waiting on. Usually one. Referred has
two, because clear and decline are a decision pair rather than
a step and the option of not taking it.
again a bounded loop — retry, reminder, re-quote. Legitimate, never
the answer to "what now".
force an AI employee's own job, offered to a person only so a stalled
lead can be moved. Folded behind "Lead not moving?".
exit Mark Lost. Always reachable, never presented as a step.
The panel is "Next step". With a step, one button at full weight. Without
one it says what is actually happening and who has it, which is the true
answer at six of the nine working stages and was previously rendered as
an empty bar or a lone Mark Lost.
Result per role, checked rather than assumed: an underwriter sees two
buttons, on one stage, and nothing anywhere else. A partner agent sees a
step at three stages. Ops sees a step at four and can still force any
AI activity from the folded section.
Nothing about permissions changed, and the action list still matches
tbl_wf_state_allowed_activities exactly — this is only about which of
them is presented as the thing to do.
Four things, and the first is the one that mattered.
ROLE-BASED ACCESS. The console showed every action to everyone on
purpose — "the refusal is the demo" — and the workflow refused
server-side. That is a defensible engineering position and a poor
product: an underwriter saw a row of six buttons, five of which 403.
src/api/permissions.js now mirrors tbl_wf_activity_permissions, and the
session already carries user.roles, so nothing new had to be fetched.
Action buttons, sidebar queues and the entry doors are all filtered.
It remains presentation only — the platform still refuses, and a role
added there but missing here hides a button that would have worked,
which is the failure mode to watch.
Each role's app now looks like their job. Ops sees the whole board and
still cannot clear a referral. An underwriter sees one queue and two
buttons. Agents see the three queues they work in. Reporting is NOT
gated: the overview counts the whole portfolio for everyone, because an
agent tracking leads they filed is reasonable and acting on them is not.
One deliberate divergence from the workflow, commented where it lives:
the two scheduled activities carry no roles at all, because that is the
only configuration under which the scheduler can perform them. Open to
the SYSTEM is not open to everyone signing in, so the UI narrows them —
otherwise an underwriter is offered "Send Document Reminder".
ANALYTICS. The overview was three lists. It is now a measured page:
open leads, pipeline value, written premium, conversion, commission —
then renewal exposure in three buckets, the queues needing a person with
the age of the oldest item in each, and stage distribution as bars.
Checked against the live book rather than assumed, which found a real
bug before it shipped: Policy Issued is written business AND not yet
terminal, so its premium was counted in pipeline and production both.
₹42,912 double counted on 37 leads. Pipeline now excludes anything
already on risk.
The lead page gained the same treatment: renewal countdown, lead age,
time in current stage, premium, commission, AI confidence. Age and
dwell are computed — neither is on the record, and they are the two
figures that answer "is this moving?", which no field could.
TERMINOLOGY. The previous pass over-corrected: fixing builder jargon
("the workflow decides, server-side") produced chat ("What you can do",
"The agents have it", "Nothing here right now"). Neither is how an
operations console reads. Now: Actions · Record · Audit trail · Action
required · Customer response · Automated · Scheduled · Document
collection · Underwriting referral · Premium confirmation.
LAYOUT. Prose subtitles cut to one line or removed. Measures render as
tabular figures in a bordered strip instead of label/value pairs. The
overview splits into work on the left and distribution on the right.
Stage bars replace a wall of equal-weight cards.
Pre-existing lint errors unchanged at 11; none in the new files.
Three problems, and the first one is the reason the other two were hard
to see.
THERE WAS NO DASHBOARD. "/" redirected to the underwriting queue — one
stage, usually empty, and belonging to somebody else. Every screen in
the app answered "show me this queue"; none answered "how is the book
doing, and is anything waiting on me?", which is the only question a
person has before they have picked a queue.
So: a Today page. Three blocks, in the order somebody cares about them.
What is waiting on a person, as three cards that colour only when they
have something in them. Renewals running out, worst first, capped at 30
days because a renewal six months away is not a thing to look at today.
Then every stage with its count, zeroes included — a stage quietly
receiving nothing is only visible if its zero is on screen.
It is one list call, counted in the browser. That is honest at this size
and it is the same call the queues already make. If the book outgrows it
the answer is a counts endpoint, not a bigger page.
THE WORDS WERE WRITTEN FOR WHOEVER BUILT THE WORKFLOW. "What happens
next" was followed by "these are the only activities this state allows
— but the workflow decides, server-side, whether you may". A failed list
said "this queue has no record view yet". Panels were called "Flow
details". A closed lead read "nothing runs from here". None of that is
wrong; all of it is addressed to the wrong reader.
Now: "What you can do", "Lead details", "History", "This queue could not
be loaded". Queue names say what they want — "Documents needed",
"Underwriter to review", "Payment to confirm". The sidebar group called
"Not yet" says "Not due yet", and "Running by itself" says "The agents
have it", which is the actual claim being made.
THE QUEUE HAD NINE COLUMNS AND LED WITH THE WRONG ONE. Two were internal
vocabulary: attribution status renders "clear" or "contested" and means
nothing to an operator, and the channel is background rather than
something anyone scans a queue for. Both fold into a subtitle under the
customer. That leaves six columns and puts the renewal countdown — the
number that decides whether to act today — second instead of fifth.
Also: the timeline printed a raw slug when a step came back without a
name. It is the screen this product is demonstrated on, so a
"zk-act-doc-reminder" in the middle of an otherwise readable story is
expensive. It now reads as English.
The timeline carried timestamps; the two screens people actually act on
carried none. A queue with no dates cannot tell you which lead is going
stale, and on a renewal book the countdown to expiry is the number that
decides whether anyone should act today — it was buried in a field group.
Queue gains "Renewal due" and "Added", both absolute plus relative: the
absolute answers "when exactly", the relative answers "is this stale".
The countdown is toned — lapsed, urgent, soon, later — on the same
thresholds the workflow itself uses to decide whether to call, so the
screen and the agent are reading the same bands.
Lead header gains the countdown, the current insurer, the registration,
and when the lead arrived and was last touched.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
The lead file listed the current field values and nothing about how they
got there. On an app whose whole claim is that agents do the work, that
is the wrong thing to show: you could see the outcome and not whether a
machine or a person produced it.
Adds a timeline from the audit trail — every activity in order, badged by
actor, carrying the reasoning the agent actually wrote (attribution,
eligibility, call notes, recommendation rationale, the premium breakup)
rather than the raw field dump that is already below it.
Colour encodes something real: machine work is blue, people amber, the
platform grey, so a file reads at a glance for how much of it was done by
hand.
Also fixes the audit path — the bare /view/audit is not an API route and
falls through to the SPA, returning HTML with a 200 that parses as a JSON
error rather than an HTTP one. It has to be app-scoped.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
The pipeline could be looked at but not driven. Adds the three pieces
that make the machine walkable end to end from the UI.
- ActivityForm renders whatever /view/form-screens returns — labels,
types, select options, mandatory flags — and submits it back. No form
is defined in this repo, so a field added in Studio appears here with
no code change.
- AddLead presents the three doors. Each is a separate INIT activity with
its own permissions; the bank one lands further along because the bank
already did CKYC.
- Lead shows the file grouped in the order it was worked, ending with
what the sourcing agent earns, plus the activities this state allows
and who normally performs each.
The "who normally performs this" label is presentational only. Nothing
here enforces anything — the workflow refuses server-side and the form
reports what it said, including a note when a 403 is the platform
declining rather than the console misbehaving.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
The scaffold had the brand right and nothing behind it: the login was a
600ms setTimeout with a TODO, and three pieces of the frontgen deploy
contract were missing.
- Sign in against POST /usr/login (org_id as a STRING — a number is
rejected by the gateway) with the session in a provider; surface the
gateway's own message rather than a generic "invalid credentials",
because a wrong password and a user without access to this app look
identical from here and are not.
- Runtime config: the API URL is read from the config.js the server
writes at placement, never compiled in, and requireConfigValue throws
so a build with no config.js fails loudly instead of calling whichever
backend built it.
- base: './' plus a router basename taken from <base href>, so one build
serves any mount path.
- Move the fonts and logo from public/ into src/assets/ — Vite rewrites
bundled asset URLs to be relative, while a public/ file referenced as
"/fonts/..." stays absolute and 404s under the /zurich-kotak/ mount.
- API client for recordview / detailview / form-screens / start /
activity, and the pipeline shell whose sidebar is the state machine in
the order a lead moves.
Queue and lead-file data wait on the record and detail views.
Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>
