User Roles & Workflows

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Role Overview

Reclamia supports three primary roles, each with specific responsibilities and capabilities. Roles are defined in Keycloak and automatically synchronized to Reclamia.

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EMPLOYEE Workflow

Primary Role: Daily claim creation and collaboration

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Dashboard View

Employees see:

• Claims assigned to them
• Claims they created
• Team collaborations
• Personal workload
• Dashboard with basic metrics

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Typical Workflow: Report a Quality Issue

Scenario: Assembly line worker finds a defect

1. Employee opens Reclamia on production floor tablet
2. Clicks “New Claim” → selects “Voice”
3. Records issue: “Found misalignment in component batch 12345”
4. Hangs up phone and Groq Whisper transcribes automatically
5. Adds photo using camera to show defect
6. Selects category: “Quality” (AI suggests it)
7. Submits claim

System automatically:

• Classifies as “Quality” with “High” priority
• Routes to Quality department
• Creates notification for Quality Manager
• Logs activity

Employee then:

• Sees claim on dashboard
• Receives assignment notification when manager assigns it
• Adds comments if manager asks for clarification
• Marks resolved when issue fixed

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Capabilities

Can do:

• Create claims (text, voice, image)
• Assign claims to self or request assignment
• Comment on claims assigned to them
• Add emoji reactions to comments
• Attach supporting documents
• View claim details and activity history
• View dashboard with personal metrics

Cannot do:

• Assign claims to others
• Change claim priority (manager can do this)
• Delete claims
• Create business rules
• Access admin settings
• View other departments’ claims

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Tips for Employees

• Use voice claims for quick capture on production floor
• Provide clear descriptions for better AI classification
• Add photos for visual issues (defects, damage, etc.)
• Use @mentions when you need specific person’s help
• Check notifications for assignments and comments
• Resolve claims completely before marking as closed

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MANAGER Workflow

Primary Role: Team oversight, SLA compliance, escalation handling

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Dashboard View

Managers see:

• Department claims (all statuses)
• Team member workload
• SLA compliance metrics
• At-risk and overdue claims
• Department analytics
• Personal queue

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Typical Workflow: Monitor Team SLA

Scenario: Quality Manager starts day

1. Opens Dashboard:
   • Sees 23 open claims in Quality department
   • SLA compliance: 92% (good)
   • 3 claims showing “At-Risk” (yellow warning)
   • 1 claim showing “Overdue” (red alert)
2. Reviews At-Risk Claims:
   • Clicks on first at-risk claim
   • Sees it’s been open 6 hours, due in 2 hours
   • Assigned to John but status still “OPEN”
   • Adds comment: “@John Can we move this to IN_PROGRESS?”
   • John gets notification immediately
3. Handles Overdue Claim:
   • Opens the red-flagged claim
   • Sees it’s 4 hours overdue
   • Calls meeting with team to resolve
   • Escalates to Operations Director for priority handling
   • Updates status as team works on resolution
4. Reviews Analytics:
   • Checks trend: Quality claims up 12% this week
   • Filters by category to find pattern
   • Sees issue concentrated in Line 3
   • Takes action: Investigate Line 3 settings

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Typical Workflow: Create Business Rule

Scenario: Manager wants to automate claim routing

1. Goes to Administration → Business Rules
2. Creates rule:
   • Name: “Auto-route Critical Safety Claims”
   • Trigger: If category = “Safety” AND priority = “Critical”
   • Action: Automatically assign to “Sarah (Safety Lead)”
   • Action: Send email notification to Sarah AND her manager
3. Tests rule with new claim
4. Activates rule to apply to all future claims

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Typical Workflow: Escalate to Executive

Scenario: Pattern emerges causing SLA breaches

1. Analyzes reports showing repeated delays in Maintenance
2. Documents pattern:
   • 40% of Maintenance claims now exceeding SLA
   • Not enough staff or too complex issues?
   • Need to either hire or simplify processes
3. Escalates to ADMIN with evidence:
   • Creates claim of type “System Issue”
   • Attaches PDF report with trend analysis
   • @Mentions CFO to request staffing approval
4. CFO reviews and approves hiring
5. SLA compliance improves once new people onboard

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Capabilities

Can do:

• Create claims
• Assign claims to team members
• Escalate claims to higher priority/authority
• Add comments to any team claim
• View department analytics
• Create and edit business rules
• Configure department-specific settings
• View team member workload
• Approve/reject escalations
• Generate department reports

Cannot do:

• Change another department’s claims
• Access admin console
• Create new departments
• Modify SLA policies
• Create users
• Configure organization-wide settings

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Tips for Managers

• Monitor dashboard daily to catch at-risk claims early
• Use Kanban board for visual workload management
• Create rules to automate common scenarios
• Review analytics weekly for trends
• Escalate early rather than missing SLAs
• Support team with comments and guidance
• Document patterns with reports for leadership

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ADMIN Workflow

Primary Role: System configuration, user management, organization settings

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Dashboard View

Admins see:

• Organization-wide metrics
• All departments and all claims
• System health and configuration status
• User management queue
• Admin console access

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Typical Workflow: Onboard New Department

Scenario: Company opens new manufacturing facility

1. Admin creates new department in Settings:
   • Name: “Facility-B Production”
   • Department type: “PRODUCTION”
   • Capacity: 45 people
   • Manager: Assign to facility manager
2. Configures SLA rules for new department:
   • Same as Facility-A but allow extra time for location
   • Critical: 6-hour response (vs 4-hour elsewhere)
3. Creates business rules for routing:
   • Claims marked “Facility-B” auto-route to Facility-B manager
   • Critical claims also notify VP Operations
4. Adds new users in Keycloak:
   • 5 supervisors (MANAGER role)
   • 40 floor workers (EMPLOYEE role)
   • Assigns to Facility-B organization
5. Imports knowledge base specific to facility:
   • Standard procedures for this facility
   • Local emergency contacts
   • Equipment-specific documentation
6. Tests with pilot group before full launch

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Typical Workflow: Configure AI Assistant

Scenario: Admin wants AI to help with Safety issues

1. Goes to Admin Console → AI Configuration
2. Creates new AI Agent:
   • Name: “Safety Assistant”
   • Description: “Helps with safety incident classification and procedures”
   • System prompt: “You are a safety expert. Help users understand incident severity and provide safety procedure guidance”
   • LLM Provider: “OpenRouter” (cost-effective)
   • Available tools: Search claims, get claim details, access knowledge base
3. Uploads safety documentation to knowledge base:
   • OSHA regulations
   • Company safety procedures
   • Incident response playbooks
   • First aid guidelines
4. Tests the assistant:
   • Query: “What’s the procedure for chemical spill?”
   • Assistant retrieves procedures from knowledge base
   • Provides accurate, guided response
5. Deploys for Safety team to use

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Typical Workflow: Review Organization Health

Scenario: Quarterly review of Reclamia usage

1. Exports organization report (PDF)
2. Reviews metrics:
   • Total claims processed this quarter: 1,247
   • Average resolution time: 14 hours
   • SLA compliance: 94%
   • Most common category: Quality (42%)
   • Team with best performance: Production (96% SLA)
   • Team needing support: Maintenance (78% SLA)
3. Takes action:
   • Meets with Maintenance manager to understand issues
   • Implements additional training
   • Adds business rule to auto-escalate Maintenance claims after 12 hours
   • Plans audit of Maintenance processes
4. Next quarter: Reviews improvement

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Capabilities

Can do:

• Everything (full system access)
• Create and manage users
• Manage all organizations and departments
• Create and edit SLA policies
• Create business rules
• Configure AI agents
• Manage knowledge base
• Change any claim
• Delete claims (if needed)
• Generate any report
• Configure system-wide settings
• Access all user data
• View complete audit logs

Cannot do:

• (Nothing - full access)

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Responsibilities

Should regularly:

• Monitor organization health
• Review usage patterns
• Support managers with escalations
• Update SLA policies as needed
• Maintain knowledge base
• Configure new departments/teams
• Manage AI agents
• Review security and audit logs
• Plan system improvements

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Tips for Admins

• Plan ahead before onboarding new departments
• Document all configurations for consistency
• Review usage reports monthly for insights
• Keep knowledge base current so AI provides good help
• Test all rules before deploying
• Monitor SLA compliance across all departments
• Support team adoption with training and best practices

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Role Synchronization

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How Roles Work

1. Defined in Keycloak: Roles (admin, manager, employee) are created and configured in Keycloak realm
2. Assigned to Users: When creating/modifying users in Keycloak, admin assigns one or more roles
3. Synced on Login: When user logs in, Keycloak passes roles in JWT token
4. Kong Validates: Kong Gateway validates JWT and passes roles to backend
5. Reclamia Receives: Backend reads roles from Kong headers and syncs to user record
6. Interface Adapts: Reclamia shows role-appropriate interface

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Changing Roles

Process when role changes:

1. Admin edits user in Keycloak:
   • Remove “employee” role
   • Add “manager” role
2. User logs out or sessions expires
3. User logs back in
4. New role automatically reflected in Reclamia
5. Interface updates to show manager capabilities
6. Changed immediately - no Reclamia admin action needed

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Cross-Functional Collaboration

Even with role restrictions, teams collaborate effectively:

• Employees create claims that route to appropriate managers
• Managers can involve specialists from other departments via comments
• Comments with @mentions notify cross-department people
• Escalations elevate to ADMIN for organization-wide issues
• Complete activity log tracks all involvement

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Example: Quality + Logistics Issue

1. Employee creates claim: “Damaged product in shipment”
2. AI routes: “Quality” (suggested category)
3. Quality Manager assigns: To Quality specialist
4. Quality specialist comments: “@Logistics Can you confirm shipping damage?”
5. Logistics Manager sees the @mention notification
6. Logistics specialist joins the conversation
7. Teams collaborate to determine if Quality or Logistics issue
8. Resolution addresses both departments’ concerns

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Next Steps

• Quickstart - Complete setup guide
• First Week Guide - Onboarding roadmap
• Administration - Full admin console guide
• Business Rules - Automation workflows