ACH Leads Integration

Automated intake of leads from ACH (Accident Claims Helpline). ACH emails leads to a dedicated mailbox; Zoho Flow captures the email, Claude AI extracts the lead details into structured JSON, and an ACH Lead record is created for the Bookings team to convert into a Claim.

:::warning Draft — pending confirmation The Claude JSON payload and the final ACH Lead form field list have not been finalised. Sections marked (DRAFT) are proposed mappings and must be updated against the actual extraction payload before this document is treated as authoritative. :::

Components

Component	Type	Purpose
`ach-crashclaim@zohomail.com.au`	Zoho Mail mailbox	Dedicated inbox that receives lead emails from ACH
Zoho Flow	Automation	Watches the mailbox and orchestrates the end-to-end intake flow
ACH Incoming Email	Zoho Creator form	Raw capture of every inbound ACH email + AI response/error audit trail
Claude AI	External API	Extracts structured lead data (JSON) from the email body
ACH Lead	Zoho Creator form	Structured lead record mapped from the Claude JSON response
Bookings Dashboard → ACH Leads tab	Zoho Creator report	Work queue where the Bookings team actions leads
Claim Form	Zoho Creator form	Target form, prepopulated from the ACH Lead via the Create Claim button

End-to-End Flow

ACH sends lead email
        │
        ▼
ach-crashclaim@zohomail.com.au  (Zoho Mail)
        │  Zoho Flow trigger: new email in inbox
        ▼
[1] Create "ACH Incoming Email" record  ──►  record ID captured
        │
        ▼
[2] Send email body to Claude AI  ──►  structured JSON response
        │
        ▼
[3] Update the ACH Incoming Email record (by captured ID)
    with the Claude JSON response + token spend / any errors
        │
        ▼
[4] Duplicate check
        │
        ▼
[5] Create "ACH Lead" record (fields mapped from Claude JSON)
        Status = "New"  (or "Duplicate Found" if a duplicate was detected)
        │
        ▼
Flow ends — lead appears in Bookings Dashboard → ACH Leads tab
        │
        ├── [Create Claim] button → Claim Form opens prepopulated
        │        → user submits claim → Lead Status = "Claim Created"
        │
        └── [Cancel Lead] button → Lead Status = "Cancelled"

Flow Steps

#	Step	Detail
1	Email received	ACH sends the lead to `ach-crashclaim@zohomail.com.au`. Zoho Flow's mail trigger fires on every new email in this inbox.
2	Capture raw email	Flow creates an ACH Incoming Email record (Subject, Body, From, To, cc). The new record's ID is held for the update step.
3	AI extraction	The email Body is sent to Claude AI, which returns the lead details as a JSON object.
4	Persist AI response	Flow updates the ACH Incoming Email record (using the captured record ID) with the Claude JSON (`Response`), `Token Spend`, and any error details (`Error Log`, `AI Error Status Code`, `AI Error Log`).
5	Create lead	Flow creates an ACH Lead record, mapping each field from the Claude JSON response (see mapping table below).
6	Duplicate handling	If a duplicate is detected the lead's Status is set to Duplicate Found; otherwise New.
7	Flow ends	The lead is now visible in the ACH Leads tab of the Bookings Dashboard for manual action.

ACH Incoming Email Form

Raw audit record of every inbound ACH email and the AI call made for it.

Field Name	Type	Notes
`Subject`	single line (max 255)	Email subject
`Body`	multi line	Full email body — this is the text sent to Claude
`From`	single line	Sender address
`To`	single line	Recipient address (`ach-crashclaim@zohomail.com.au`)
`cc`	single line	CC addresses, if any
`Response`	multi line	Raw Claude JSON response, written back in step 4
`Error Log`	multi line	Flow-level errors
`AI Error Status Code`	single line	HTTP/API status code if the Claude call fails
`AI Error Log`	multi line	Claude API error body, if any

Section: AI Claude Details

Field Name	Type	Notes
`Token Spend`	single line	Token usage for the Claude extraction call (cost tracking)

Claude AI Extraction

The email body is sent to Claude AI, which returns a single JSON object with the lead details.

:::caution TBD — actual payload required The exact JSON schema (keys, nesting, formats) will be added once the payload is provided. The structure below is a proposed draft derived from the Claim Form fields the lead must ultimately prepopulate — replace it with the real payload. :::

Proposed JSON structure (DRAFT)

Group	Expected contents
`lead`	ACH reference number, date received
`driver`	Name, phone, email, date of birth, address
`owner`	Name, phone, email, address; flag for "driver is the owner"
`client_vehicle`	Make, model, year, registration, VIN, transmission, vehicle type
`client_insurance`	Insurer, policy number, claim number, cover type (Comprehensive / CTP / 3rd Party)
`accident`	Date, time, location, accident description, damage description, number of vehicles involved
`at_fault_party`	Driver name, phone, email, address; vehicle make/model/year/registration/damage; insurer, policy number, claim number; liability admitted
`extraction_meta`	Fields Claude could not find / confidence notes

Mapping: Claude JSON Response → ACH Lead Form (DRAFT)

caution

Field names on both sides are proposed until the actual Claude payload and the final ACH Lead form are confirmed. Every key in the real payload must have a row here — nothing in the JSON should be unmapped.

Claude JSON path	ACH Lead field	Type	Notes
`lead.ach_reference`	`ACH_Reference`	text	ACH's own lead/reference number
`driver.first_name` / `driver.last_name`	`Driver_Name`	name
`driver.phone`	`Driver_Phone`	phone	AU format
`driver.email`	`Driver_Email`	email
`driver.date_of_birth`	`Driver_Date_of_Birth`	date
`driver.address`	`Driver_Address`	address
`owner.is_driver_the_owner`	`Is_Driver_the_Owner`	checkbox	If true, owner fields may be blank in the payload
`owner.first_name` / `owner.last_name`	`Owner_Name`	name
`owner.phone`	`Owner_Phone`	phone
`owner.email`	`Owner_Email`	email
`owner.address`	`Owner_Address`	address
`client_vehicle.make`	`Vehicle_Make`	text
`client_vehicle.model`	`Vehicle_Model`	text
`client_vehicle.year`	`Vehicle_Year`	number
`client_vehicle.registration`	`Vehicle_Registration`	text	Key field for duplicate detection
`client_vehicle.vin`	`VIN`	text
`client_insurance.insurer`	`Client_Insurer`	text
`client_insurance.policy_number`	`Policy_Number`	text
`client_insurance.claim_number`	`Claim_Number`	text
`client_insurance.cover_type`	`Insurance_Cover_Type`	picklist	Comprehensive / CTP / 3rd Party
`accident.date`	`Date_of_Accident`	date
`accident.time`	`Time_of_Accident`	time
`accident.location`	`Accident_Location`	address/text
`accident.description`	`Accident_Description`	multi line
`accident.damage_description`	`Damage_Description`	multi line
`accident.number_of_vehicles`	`Number_of_Vehicles_Involved`	number
`at_fault_party.driver_name`	`At_Fault_Name`	name
`at_fault_party.phone`	`At_Fault_Phone`	phone
`at_fault_party.email`	`At_Fault_Email`	email
`at_fault_party.address`	`At_Fault_Address`	address
`at_fault_party.vehicle_make`	`At_Fault_Make`	text
`at_fault_party.vehicle_model`	`At_Fault_Model`	text
`at_fault_party.vehicle_year`	`At_Fault_Vehicle_Year`	number
`at_fault_party.vehicle_registration`	`At_Fault_Registration`	text
`at_fault_party.vehicle_damage`	`At_Fault_Vehicle_Damage`	multi line
`at_fault_party.insurer`	`At_Fault_Insurer`	text
`at_fault_party.policy_number`	`At_Fault_Policy_Number`	text
`at_fault_party.claim_number`	`At_Fault_Claim_Number`	text
`at_fault_party.liability_admitted`	`Liability_Admitted`	picklist	Yes / No / Pending

ACH Lead — internal fields (not from the payload)

Field	Type	Set by	Notes
`Status`	picklist	Flow / buttons	New / Duplicate Found / Claim Created / Cancelled
`ACH_Incoming_Email`	lookup	Flow	Link back to the source ACH Incoming Email record
`Duplicate_Of`	lookup	Flow	The existing record that triggered "Duplicate Found" (TBD)
`Claim`	lookup (Claim_Form)	Create Claim button	Set when the claim is created
`Cancelled_By` / `Cancellation_Reason` / `Cancelled_Date`	user / textarea / datetime	Cancel Lead button	TBD

Lead Status Lifecycle

Status	Set when	Set by
New	Lead created and no duplicate detected	Zoho Flow
Duplicate Found	Lead created and a duplicate is detected	Zoho Flow
Claim Created	User completes the prepopulated Claim Form via Create Claim	Custom button workflow
Cancelled	User cancels the lead via Cancel Lead	Custom button workflow

                ┌────────────► Duplicate Found ──┐
Flow creates ───┤                                ├──► Claim Created
   lead         └────────────► New ──────────────┤
                                                 └──► Cancelled

:::caution TBD Duplicate-detection criteria are not yet defined (e.g. match on vehicle registration, driver phone/email, or ACH reference — and whether the match runs against existing ACH Leads, existing Claims, or both). Also TBD: whether a "Duplicate Found" lead can still be converted via Create Claim. :::

Bookings Dashboard — ACH Leads Tab

A new ACH Leads tab on the Bookings Dashboard shows a report of all ACH Lead records.

Custom Buttons

Button	Behaviour
Create Claim	Opens the Claim Form with details prepopulated from the ACH Lead (mapping below). The user reviews, completes any missing required fields, and submits. On successful creation the lead's Status is set to Claim Created.
Cancel Lead	Cancels the lead — Status is set to Cancelled.

Mapping: ACH Lead → Claim Form (DRAFT)

Claim Form field names below are verified against the Claim Form schema. ACH Lead field names are draft until the form is finalised.

Fixed values (set by the button, not from the lead)

Claim Form field	Value	Notes
`Lead_Source1`	Lead_Source record for Accident Claims Helpline	Existing picklist value
`Lead_Source_Reference`	ACH Lead → `ACH_Reference`	ACH's reference number

Driver / Owner

ACH Lead field	Claim Form field	Notes
`Driver_Name`	`Driver_Name`	Composite name (first / last)
`Driver_Phone`	`Driver_Phone`	AU format
`Driver_Email`	`Driver_Email`
`Driver_Date_of_Birth`	`Driver_Date_of_Birth`
`Driver_Address`	`Driver_Address`	Composite address
`Is_Driver_the_Owner`	`is_Driver_the_same_as_owner`	If checked, Claim Form owner fields copy from driver
`Owner_Name`	`Owner_Name`
`Owner_Phone`	`Owner_Phone`
`Owner_Email`	`Owner_Email`
`Owner_Address`	`Owner_Address`

Customer Vehicle & Insurance

ACH Lead field	Claim Form field	Notes
`Vehicle_Make`	`Customer_Make`
`Vehicle_Model`	`Customer_Model`
`Vehicle_Year`	`Year_field`
`Vehicle_Registration`	`Customer_Registration`
`VIN`	`VIN`
`Client_Insurer`	`Client_Insurer`	Claim Form field is a lookup to `Insurer_Form` — needs a name→record match; unmatched values TBD
`Policy_Number`	`Policy_Number`
`Claim_Number`	`Claim_Number`
`Insurance_Cover_Type`	`Do_you_have_comprehensive_insurance`	Values: Comprehensive / CTP / 3rd Party

Accident Details

ACH Lead field	Claim Form field	Notes
`Date_of_Accident`	`Date_of_Accident`
`Time_of_Accident`	`Time_of_Accident`
`Accident_Location`	`Accident_Location`	Composite address
`Accident_Description`	`Accident_Description`
`Damage_Description`	`Damage_Description`
`Number_of_Vehicles_Involved`	`Number_of_vehicles_involved`	Picklist values 1–5

At Fault Party

ACH Lead field	Claim Form field	Notes
`At_Fault_Name`	`rd_Party_Name`	Composite name
`At_Fault_Phone`	`At_Fault_Phone_Number`
`At_Fault_Email`	`At_Fault_Driver_Email`
`At_Fault_Address`	`At_Fault_Address`
`At_Fault_Make`	`At_Fault_Make`
`At_Fault_Model`	`At_Fault_Model`
`At_Fault_Vehicle_Year`	`At_Fault_Vehicle_Year`
`At_Fault_Registration`	`At_Fault_Registration`
`At_Fault_Vehicle_Damage`	`At_Fault_Vehicle_Damage`
`At_Fault_Insurer`	`At_Fault_Party_Insurer1`	Lookup to `Insurer_Form` — needs a name→record match
`At_Fault_Policy_Number`	`At_Fault_Party_Policy`
`At_Fault_Claim_Number`	`At_Fault_Party_Claim`
`Liability_Admitted`	`Did_the_at_fault_driver_admit_liability`	Yes / No / Pending

Not prepopulated (user must complete on the Claim Form)

Required Claim Form fields with no source in the ACH payload — the user fills these during Create Claim:

Claim_Type1, Recovery_Type, Rental_Provider, Rental_Recovery_type
Relationship_to_Owner, Transmission, Vehicle_Type
Rental Need section (Rental_is_my_only_option_because, etc.)
Are_you_insured, Policy_Renewal / renewal dates
Signatures / Terms & Conditions

Error Handling

Failure	Where recorded	Behaviour
Claude API call fails	`AI Error Status Code` + `AI Error Log` on the ACH Incoming Email record	No ACH Lead created; email remains available for reprocessing (retry process TBD)
Flow step fails	`Error Log` on the ACH Incoming Email record	TBD
Claude returns unparseable/incomplete JSON	`Response` holds raw output; handling TBD	TBD

Token usage for every extraction call is recorded in Token Spend for cost monitoring.

Open Items

Claude JSON payload — replace the draft schema and JSON→ACH Lead mapping with the actual payload (to be provided)
ACH Lead form — confirm final field link names once the form is built
Duplicate detection criteria — which fields are matched, and against which forms
Can a "Duplicate Found" lead still be converted to a claim?
Retry/reprocessing path for failed Claude extractions
Cancel Lead — is a cancellation reason captured?

Components​

End-to-End Flow​

Flow Steps​

ACH Incoming Email Form​

Section: AI Claude Details​

Claude AI Extraction​

Proposed JSON structure (DRAFT)​

Mapping: Claude JSON Response → ACH Lead Form (DRAFT)​

ACH Lead — internal fields (not from the payload)​

Lead Status Lifecycle​

Bookings Dashboard — ACH Leads Tab​

Custom Buttons​

Mapping: ACH Lead → Claim Form (DRAFT)​

Fixed values (set by the button, not from the lead)​

Driver / Owner​

Customer Vehicle & Insurance​

Accident Details​

At Fault Party​

Not prepopulated (user must complete on the Claim Form)​

Error Handling​

Open Items​