ClairtyCPA – Admin FAQ & Knowledge Base

This process automates follow-ups with clients to collect missing documents required by ClairtyCPA.

• Starts when a ClairtyCPA admin uploads a screenshot via the Botpress web-chat interface (trigger word = admin; only whitelisted email addresses are accepted).
• Includes automatic extraction, sheet updates, and daily follow-up via Make.com.

A. Creating a Follow-up Case

1. Open the Botpress web-chat (admin interface).
2. Type admin and upload a clear screenshot of the document set / case summary.
3. Wait for the bot to:
   • Extract the text & display a summary.
   • Auto-match the Carbon work-item ID & the claimant’s phone / email.
4. Verify the summary & contact details are correct.
5. Click “Confirm” → the bot appends one row to Google Sheet.

• Do NOT upload the same screenshot twice for the same claimant.
• If a duplicate row is created by accident, delete it manually in the sheet.

B. Monitoring the Sheet

• Columns you’ll see (exact names, do not rename):
  added_date | status | workItem_key | client_name | contact_key ...
• Status values:
  • In-Progress = case is open & needs documents.
  • Complete = all documents received.
• Do not change workItemID or status unless you’re fixing a mistake; the bot will auto-update it.

C. Troubleshooting Row Duplication

• Symptom: Two identical rows for the same WorkItemID.
• Fix: Delete the newer row; leave the original.
• Prevention: Always wait for the confirmation message before closing the chat.

• Make.com scenario runs every day at 10:30 am (admin time-zone).
• Fetches only rows where Status = “In-Progress”.
• Botpress WhatsApps the claimant with a list of documents whose cell value is Pending or Sent to Client.

1. Receives a WhatsApp message listing missing documents.
2. They upload the file directly in WhatsApp.
3. Botpress asks: “Which document did you just upload?”
4. Claimant selects from the list.
5. Botpress uploads the file to Carbon and updates the corresponding Google Sheet cell to Received.
6. Once every doc is Received, the bot waits 24 h (for Carbon processing), then changes Status to Complete and sends you (admin) a confirmation on your WhatsApp.

Q1. What happens if the bot cannot find the work-item in Carbon?
A. The chat will ask you to enter the WorkItemID manually. Ensure the ID matches exactly what’s in Carbon.

Q2. What if the claimant’s contact is missing or wrong?
A. The chat will prompt you to provide the correct phone number or email before it writes the row.

Q3. Can I edit the Google Sheet manually after the row is created?
A. Yes. If all files are received outside of the bot’s follow-up, mark column B as Complete or simply delete the row.

Q4. The daily Make.com run failed. What should I check?
A.

1. Make sure the Google Sheet is shared with the Make.com service account.
2. Verify the sheet still has a tab named exactly as in the Make.com scenario.
3. Check Make.com execution log for authentication errors.

Q5. How do I stop follow-ups for a specific case?
A. Change the Status of that row to Complete. The next daily run will skip it.

Q6. A claimant uploaded the wrong document. How do I reset?
A. In the Google Sheet, change the corresponding cell back to Pending. The bot will ask for that document again in the next daily cycle.

Q7. Can I change the 10:30 am schedule?
A. Yes, but only inside the Make.com scenario → Scheduler module. Notify the team before changing.

Before leaving the admin chat:

• WorkItemID is correct
• Claimant phone/email is correct
• Row appears in Google Sheet with Status = In-Progress
• No duplicate rows for this WorkItemID