Reviewing a Claim

AI analysis, tone adjustment, editing the draft, and sending replies.

The claim review page is where you evaluate the AI’s work, fine-tune the reply, and send it. It uses a two-column layout: a left rail of information cards and a right pane with tabbed content.

Header

The top of the page shows the claim’s reference number, claimant name and address, inspector name, inspection date, filing date, verdict pill, and confidence score. Once a reply has been delivered, the delivery status appears here as well.

Contextual banners

Banners appear below the header when the claim is in a specific state:

Homeowner reply (blue) — the homeowner has replied to your email. Open the Replies tab to read it.
Resolution outcome (green) — the claim is resolved. Shows whether it was “Settled” or “Denied,” along with the settlement amount if applicable.
Auto-send countdown — a ticking timer showing when the reply will be sent automatically. Click Undo to cancel the auto-send and keep the claim for manual review.
Awaiting your review (amber) — explains why the claim was held for you instead of auto-sending. Common reasons: confidence below your threshold, the proposed offer exceeds your cap, or a hard block was triggered.

Left rail cards

The left column stacks several cards from top to bottom:

Claimant

Name, email address, and phone number (if provided).

Property (editable)

Inspection address, inspection date, and assigned inspector. You can correct any of these fields. After editing, choose Save & re-analyze to re-run the AI analysis with the corrected data (takes 30–60 seconds), or Save only to update the record without re-analyzing.

Attachments

Files the homeowner uploaded with the claim. Each file shows its filename, size, and type — Photo, Receipt, Quote, or Other. These are what was claimed, so they can’t be removed from the claim page. Files you add yourself go in the separate Reviewer attachments card, described below.

Hard blocks

Four conditions can halt the workflow entirely with no override:

Minor claimant — the claimant indicated they are under 18.
Attorney-represented — the claimant has legal representation.
Lawsuit filed — legal action is already underway.
Missing owner — required ownership information is absent.

When a hard block is active, the card explains the situation and what you should do instead (typically, consult your attorney or E&O carrier).

Hard blocks cannot be overridden from the app. They exist to protect you from responding to claims that require legal counsel.

Release status

Appears when a settlement release has been generated. Shows the signing status for each signer, with actions to Resend signing link or Run integrity check. See Settlement Releases for more.

Their complaint

The homeowner’s issue description in their own words. A long complaint scrolls inside the card, so it stays beside the analysis instead of pushing the rest of the rail down the page. Below the text: the work status they selected (not yet, got a quote, or work completed) and, when they answered it, the inspection service(s) they said the complaint is about.

Matched reports

Every inspection report Callback HQ found for the property in your Google Drive by address and date — typically the home inspection plus any sewer scope, pool, mold, or other report from the same visit. Each shows its service label; one is marked Primary, the one the complaint most likely concerns. If the wrong reports were matched, correct the address or date in the Property card and re-analyze.

Notes

A running thread for the team: who you called, what was agreed, what to remember. Type in the box and click Add note(or press Cmd/Ctrl + Enter). Every note shows the author’s name and the time it was added, and a long thread scrolls inside the card.

Anyone on your team can add a note.
Notes can’t be edited or deleted once added — the thread is part of the claim’s record, in order.
Notes are internal. They never appear in the reply or the Release.
Each note can be up to 4,000 characters.

Reviewer attachments

Files you add to the claim yourself — the inspector’s own photos, an invoice the homeowner emailed separately, a contractor’s letter, a short video. Click + Add files, pick one or more, and they upload in place; each one lists who added it and when, and opens in a new tab.

Up to 10 files per claim, 25 MB each. Accepted formats: PDF, JPEG, PNG, HEIC, HEIF, WebP, GIF, MP4, QuickTime, and WebM. Anything over the limit is refused before the upload starts, with a message saying why.
The 10-file limit counts reviewer files only; the homeowner’s intake attachments have their own limit of 10.
The person who added a file can remove it with the ×beside it. Owners and admins can remove any reviewer file. The homeowner’s attachments can’t be removed from here.
Links expire after an hour — reload the page for fresh ones.

Reviewer attachments are for your own record and review. They are not sent to the homeowner and are not read by the AI when it drafts the reply.

Right pane tabs

Analysis

The AI breaks the homeowner’s complaint into individual issues and evaluates each one against the report whose service covers it — a sewer backup against the sewer scope, a roof leak against the home inspection — using that service’s scope statement from Settings > Services. Every analysis block shows:

A question the AI asked
An answer, color-coded: good (green), warn (amber), bad (red), or neutral (grey)
A citation from the inspection report, agreement, or Standards of Practice, with a page number
Notes with additional context

If the analysis hasn’t run yet, click Run analysis. To regenerate after editing the property details, click Re-analyze at the bottom.

Reports

Parsed text from each matched inspection report, one after another, each headed with its service and filename. A link at the top of each opens the original file in Google Drive. Citation cards on the Analysis tab name the specific report they quote.

Agreement

Parsed text from your uploaded inspection agreements.

Std. of Practice

Parsed text from your uploaded Standards of Practice documents.

Reply draft

The email exactly as the homeowner will receive it. Click Edit wording to open an inline editor where you can revise the text. Saving a hand-edit automatically cancels any pending auto-send.

Replies (conditional)

This tab appears only when the homeowner has replied to your email. Each reply shows the sender, timestamp, and full message body.

Tone bar

At the bottom of the right pane, a slider lets you adjust the tone of the draft on a scale from 0 (resolve) to 2 (deny):

Let’s resolve — empathetic, solution-oriented language
Neutral— balanced, professional
Lean deny — firm, defensible

Click Ask Claude to revise to regenerate the draft at the selected tone.

If you’ve edited the draft by hand and then move the tone slider, you’ll see a confirmation: your edits will be replaced. Choose Replace it to regenerate, or Keep my wording to preserve your changes.

Settlement offer

Next to the tone slider is a Settlement offer box. The AI prices each issue and the total shows as the placeholder — that is what the reply will offer if you do nothing. To offer a different amount:

Type the dollar amount (for example 1500) and press Enter, or click away from the box.
The reply is re-drafted. It states that exact amount once, as a goodwill resolution rather than an admission, and tells the homeowner a Release will arrive in a separate email.
On send, the Release goes out for e-signature with the same amount.

Type 0 to offer no money at all, even where the AI suggested some. The letter offers no payment and no Release is created.
Click Use Claude’s to go back to the AI’s figure.
The hint under the box says whether an attested Release template is in place. Without one, the reply still sends but no Release follows.
An amount over the larger of your response-policy caps holds the claim for review regardless of confidence, just as an AI-suggested offer would.

If you have already edited the letter by hand, committing an amount asks what to do. Replace it re-drafts with the new amount and discards your edits. Save the amount only keeps your wording and records the amount for the Release and the cap check — then make sure the letter states the same figure before you send, since it was not re-drafted. Keep my wording discards the change entirely.

Sending the reply

When you’re satisfied with the draft, click Approve & send. This is a two-step action: after the first click, a confirmation asks “Send this reply?” — or, when money is on the table, “Send this reply offering $1,500.00?” so the amount gets one last look. Confirm with “Yes — send” to deliver the email to the homeowner. If the reply offers money and an attested Release template exists, each property owner receives a separate signing email right after.

Reply feedback

After a reply has been sent, you can flag it to influence future AI drafts:

Use as canonical — boosts this reply in future retrieval so the AI draws on it as a model response.
Exclude— removes this reply from the AI’s training data entirely.
Reset— returns the reply to standard weighting.

See AI Training for more on how feedback shapes the AI over time.

Marking a claim as resolved

For claims you want to close manually, click Mark resolved. Choose an outcome:

Settled— optionally enter the settlement amount, notes, and payment status.
Denied— optionally add notes explaining the decision.

Resolved claims move to the Archive.

Response Policy — auto-send thresholds, confidence caps, and timing
Settlement Releases — generating and tracking signed agreements
AI Training — canonical replies, exclusions, and how feedback works