Praman — Automation & API

Deadlines and customer reminders

Every new case gets a deadline. For AI-call cases the customer gets WhatsApp reminders with the call link until the call is done. Cases past their deadline are marked late on your dashboard.

Deadline: hours after the case is opened Send a reminder every (hours) Maximum reminders per case

No reminders from (India time, hour) until (hour) WhatsApp template that carries the link

Send reminders automatically

The template must be approved by Meta, with one variable: the link. You can already use the same template as for the first message.

Better: template with the customer's name, reason and link (3 variables)

When set, every link message sent outside WhatsApp's 24-hour window uses this template instead: {{1}} customer name, {{2}} reason (for example "checking your health insurance claim (claim no. HC/26/88123)"), {{3}} the video call link (plus the Android app link for live calls). Leave empty to keep the 1-variable template above.

Review, alerts and reports

An investigator must sign off every AI call before the case is completed (recommended)

When this is on, even a call the AI marks "Verified" shows as Awaiting review until someone opens the report and gives the final verdict. Turn it off only if you want clean calls to complete by themselves.

E-mail for alerts (optional; needs the mail server set up by Praman) Insurer e-mail for reports (optional) Second reviewer above this policy value (0 = off)

Ready remarks for reviewers (one per line, up to 12)

Send the customer a WhatsApp thank-you when the AI call is finished

Company logo for the PDF cover (PNG or JPEG, under 250 KB; saved as soon as you choose it)

Your checklist — what the AI asks and collects

Choose a service, then decide which standard questions are asked, add your own questions, and mark the items that must be done. If a mandatory item is missing, the call can never end as "Verified" and a live call is recommended. Identity steps (name, confirmations, face, eye blink, Aadhaar, PAN) cannot be switched off. Changes apply to calls that start after you save.

Service

Your own questions

API key — open cases from your own system

Your insurer system or CRM can create cases and read results directly, without anyone typing. Keep the key secret, like a password.

How to use it

Open a case (the customer gets the WhatsApp link by itself; add "sendLink": false to only get the link back):

Read the result any time, using the case number, claim/policy number or the id:

Other calls: GET /api/v1/cases?status=open&limit=50, GET /api/v1/cases/<id>/report (permanent report link), GET /api/v1/services. Sending the same externalRef again returns the same case instead of a duplicate. Services: pivc_life, pivc_term, motor_claim (as in your plan).

Webhook — we tell your system when something happens

When the address below is set, Praman sends a message to it as soon as an event happens. If your server is down we try again (after 1 min, 5 min, 30 min, 2 h, 6 h and 24 h).

Webhook address (https://…)

What we send, and how to check it is from us

A POST with JSON like

{"id","event","createdAt","data":{"caseId","caseRef","claimNo","status","aiCall":{"decision","summary","flags","checks":[…]}, "review":…}}

. Answer with any 2xx status within 10 seconds. The header X-Praman-Signature: t=…,v1=… is an HMAC-SHA256 of t + "." + body with your signing secret — check it before trusting the message, and ignore messages older than 5 minutes. The header X-Praman-Delivery is unique per message, so you can ignore repeats.

const crypto = require('crypto');
function ok(secret, rawBody, header) {
  const m = /t=(\d+),v1=([a-f0-9]+)/.exec(header || '');
  if (!m || Math.abs(Date.now()/1000 - m[1]) > 300) return false;
  const want = crypto.createHmac('sha256', secret).update(m[1] + '.' + rawBody).digest('hex');
  return crypto.timingSafeEqual(Buffer.from(want), Buffer.from(m[2]));
}

Recent messages

Time	Event	Status	Tries

Your login: two-step code

Adds a 6-digit code from an authenticator app (Google Authenticator, Microsoft Authenticator, Authy) to your login. Recommended for every admin.

Customer data-deletion requests

Customers can ask for their personal data to be erased from the link on their call page. Erase deletes their photos, recordings, answers and personal details but keeps the case number, result and activity record. If the law or your insurer requires you to keep the record, decline and write the reason.

Asked on	Case	Status

Activity log

Who did what: logins, setting changes, sign-offs, report downloads, team changes. It cannot be edited.

Time	Who	Action	Detail

Wallet

Add money

Recent activity Download all (CSV)

When	What	Amount	Balance

Billing

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Invoice	Month	Total	Due	Status

Data retention

After the period ends, only the stored files (photos, recordings, documents) of finished cases are deleted. The case, the AI report and the full record of what happened (chain of custody) stay. To keep the files of one case for ever (court case, complaint), open the case and use Legal hold. To change the period, contact Praman.