1
A request arrives
Someone on the Executor Kit plan submits Request cleanup in the client app (or a
practice refers an estate). A case opens on its own with the reference
SML-YYYY-NNNN, in Intake. Sync from requests on the Cases screen catches up
any request that predates the back office.2
Intake: accounts and outcomes
An operator opens the case, imports the requester’s Account Audit inventory (each
account is matched to a provider by domain) or adds accounts by hand, and chooses an
outcome for each: memorialise, delete, close, transfer, download data, cancel
subscription, notify, preserve or refund. See
Accounts and steps.
3
Start
Start case copies the published playbook for each account and outcome into the
case as steps. The case becomes Active and the family can see progress. Editing a
playbook afterwards never changes this case.
4
Steps run
The engine makes a step ready when its dependencies are done. Manual steps wait
for an operator to Complete them with a reference, note or file. Wait steps
schedule themselves. Document steps ask the family through the client app and finish
when an operator accepts the upload. Email, webhook and API steps consult the
automation rules: run now, hold for approval,
or become a manual task.
5
Waiting
When every open step is waiting on the family or a provider, the case shows as
Waiting. Replies come back through Mail and are filed on the
case by their reply address.
6
Complete
When every account is done or skipped the case completes, the family’s request shows
as complete, and the completion notification goes out. Cancel case at any point
stops the open steps with a reason the family sees.