Maestro user guide

Building an insurance claims case in 30 minutes

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• Create a case type in Studio Web with a constant prefix key.
• Set up a case trigger using Data Fabric or a connector event.
• Model primary and secondary stages on the case plan canvas.
• Add and configure tasks of different types (Human action, RPA, API, AI Agent, Maestro Agentic Process).
• Define entry, complete, exit, and re-entry rules using case entity fields.
• Configure a secondary stage with return‑to‑origin behavior.
• Configure a terminal secondary stage.
• Configure a connector‑driven secondary stage entry.
• Set up the Case App with case title and case details.
• Publish, deploy, and verify a running case.

• Access to Studio Web , Action Apps, Integration Service, Data fabric, Maestro
• RPA workflows or API workflows available for automation tasks (for example, incident report extraction, policy lookup).
• Action apps created for Human tasks (for example, claim officer verification forms).
• Familiarity with core Maestro Case concepts: stages, tasks, and rules.

Creating a new case type​

1. Open Studio Web.
2. Select Case Management Project to create a new project.

Setting the case name and case key​

1. Enter HomeClaims as the case name.
2. Select Constant Prefix Key as the case key type.
3. Enter a prefix such as HO to generate keys like HO-1234.

1. Open the trigger configuration for your case management project. The imported project includes an empty trigger by default.
2. Set up a Data Fabric Entity trigger using a Row Created event (or an equivalent Wait for Connector trigger event) for your Home Claims entity.
3. Map the incoming entity fields to case fields. These fields become available in conditions and task inputs across all stages.

Adding stages to the canvas​

1. Select the + icon beside an existing stage, or select the + icon on the canvas to add a new stage.

Creating four primary stages​

1. Intake
2. Review
3. Settlement
4. Closure

Adding tasks​

1. Select + Add Task inside a stage.
2. Select the task type from the dropdown.

Configuring tasks for each stage​

• Inputs — map case entity fields to the task's input parameters.
• Outputs — map the task's result back to case entity fields.
• Conditional execution — set an entry rule when a task should only run under specific circumstances (for example, run only when Amount >= 1000).

Intake to review​

1. Open the Complete rule on the Intake stage.

2. Configure:

   • WHEN required tasks in the stage complete
   • IF vars.validationPassed == true

   With no explicit action set, the case advances normally — the Review stage's Entry rule fires on the resulting StageCompleted event.

Review to settlement, denied, or pending with customer​

1. Open the Complete and Exit rules on the Review stage.
2. Configure branches on the case decision:
   • Complete rule — WHEN the claim officer review task completes IF vars.adjusterDecision == "approve". The Settlement stage's Entry rule fires on the same event.
   • Exit rule — WHEN the claim officer review task completes IF vars.action == "Reject". Routes to the Denied secondary stage via its Entry rule.
   • Exit rule — WHEN the claim officer review task completes IF vars.decision IN ("Request documents", "Missing reports"). Routes to the Pending with Customer secondary stage.

Configuring re-entry from review to intake​

1. Open the Re-entry rule on the Review stage.
2. Configure:
   • WHEN the claim officer review task completes
   • IF vars.decision == "Claim is missing key incident reports"
3. Select the specific tasks to re-run in Intake via per-task runOnlyOnce settings on the Intake stage — leave runOnlyOnce: false on Incident reports Robot and Anomaly agent (Snowflake) (re-run), and set runOnlyOnce: true on tasks whose previous output is still valid.

Pending with customer — return to origin on completion​

1. Add a secondary stage named Pending with Customer.
2. Configure the Entry rule with two branches (so different upstream outcomes can route the case here):
   • WHEN the Review claim officer task completes IF vars.decision == "Request documents"
   • WHEN the Review claim officer task completes IF vars.decision == "Missing reports"
3. Set the Complete rule action to Return-to-origin so the case routes back to the stage that activated this one (for example, Review) once all tasks complete.
4. Add tasks: Request documents, Document agent.

Denied — case-ending outcome​

1. Add a secondary stage named Denied.
2. Configure the Entry rule:
   • WHEN the Review claim officer task completes
   • IF vars.action == "Reject"
3. Set the Complete rule action to Exit the case so the case ends when the denial tasks complete.
4. Add tasks: Send denial packet, Generate audit report.

Withdrawn — connector-driven entry, case-ending exit​

1. Add a secondary stage named Withdrawn.
2. Configure the Entry rule to listen for an external connector event:
   • WHEN a Microsoft Teams Channel Message Posted event arrives (add filters and parameters as needed)
   • IF (optional — add a guard such as a keyword check on the message text)
   • When this external event arrives, the case enters the Withdrawn stage automatically. Because Withdrawn is a secondary stage, the entry rule defaults to interrupting = true and takes over any active stages.
3. Set the Complete rule action to Exit the case so the case ends when the withdrawal tasks complete.
4. Add tasks: Send withdrawal packet, Generate audit report.

1. Open Case Management Settings in your project.
2. Select Configure case app.

3. Set the Case title — the display name shown in the case list (for example, map it to the claimant name or policy number).
4. Set the Case details — select the case entity fields to display on the case detail view.

Validating the case plan​

1. Review all stages, tasks, rules (entry, complete, exit, re-entry), and secondary stage configurations for completeness.
2. Run the built‑in Validate check in Studio Web to catch configuration errors.

Publishing and deploying​

1. Publish the case plan from Studio Web.
2. Deploy and activate the published case plan in a target folder.

Observing in case instance management​

1. Open Case Instance Management in Maestro.
2. Monitor live case instances as they are created and progress through stages.
3. Investigate any incidents (failed tasks, stuck cases) using the Retry or Migrate operator actions.

Monitoring in the case app​

1. Open the Case App in Maestro.
2. View the case list, case details, timeline, and human task queue.
3. Complete human tasks (for example, Claim officer verification) directly from the Case App.

• A HomeClaims case type with a HO- prefix key deployed in Maestro.
• A case trigger linked to your Data Fabric entity or connector event.
• Four primary stages (Intake, Review, Settlement, Closure) with tasks mapped to RPA, API, Human, and AI Agent task types.
• Three secondary stages (Pending with Customer, Denied, Withdrawn) with entry rules, Exit the case actions, and Return-to-origin behavior.
• Stage rules including entry, complete, exit, and a re-entry rule from Review back to Intake.
• A configured Case App displaying case title and case details for business users.
• A live deployment where new case instances are created by the trigger and progress through stages as tasks complete.

1. Trigger a new case instance (for example, create a row in the Data Fabric entity).
2. Confirm the case appears in Case Instance Management with a HO- prefix key.
3. Confirm the case appears in the Case App and progresses through the Intake stage.
4. Complete a human task in the Case App and verify the case advances to the next stage.

• Case user roles and access (stage‑aware permissions for Case Workers and Case Managers) are not yet available.
• Native case‑entity support in Data Fabric is not yet available. Use a Data Fabric VDO or connector trigger payload for now.
• Maestro Case follows the same billing as Maestro. Work run inside a case consumes the native consumables of the task types you use (AI Agents, RPA workflows, API workflows, IS connectors).

• Explore the sample package: Download [CM Golden demo] Property insurance claims and import it into Studio Web to compare it against your build.
• Add SLAs and escalations: Define case‑level and stage‑level SLAs with at‑risk and breach escalation rules. See SLAs and escalations.
• Configure the Case Manager Agent: Set up the Case Manager Agent that orchestrates the case lifecycle — rules-first, with agent reasoning as fallback for exceptions.
• Build a custom Case App: Extend the out‑of‑box Case App with the pro‑code SDK for bespoke views and actions. See Case App customization.
• Add a Child Case: Configure a child case task (for example, a fraud investigation sub‑case) that runs its own lifecycle linked to the parent claim.