Below is an example of a document uploaded to Stax.ai, detailing the issues encountered and resolved during the process. This will provide you with insights into potential problems you might encounter in the system and offer solutions for resolving them.
Scenario #1
After your bulk upload, a document progresses smoothly through the workflow (smooth workflow). However, upon reaching the “Find Info” stack, Stax.ai detects an issue with the document and moves it to the “To-Do” stack. When you open the document, you'll see an error message on the right side above the metadata fields stating “Multiple Account Matches.” This indicates a disruption in the workflow (bumpy workflow) that now requires human intervention.
Reasoning #1
First, let's understand what this error signifies. When a document shows this error, Stax.ai is facing difficulty determining where the document should be filed and requires assistance. Below are the four scenarios related to this error:
Stax.ai has split the document incorrectly and there are different account statements within the same document (therefore it is a multi-statement document).
There is a duplicate of this account within the associated plan in the TPA Plan Editor.
There is a duplicate of this account associated with two different plans in the TPA Plan Editor.
There is a plan summary with multiple accounts within the statement (usually found in the beginning or end of the statement).
Actions #1
1. Resolve the issue:
Follow the steps outlined in the Multiple Account Matches section to resolve this issue.
Scenario #2
Although you've addressed the current issue with the document, new issues might still emerge in future automation steps.
After the document was placed in the “Find Info” stack, you noticed it stayed there for a while. Upon further investigation, you found that the document was flagged with “Failed to Extract Plan ID.”
Reasoning #2
Let’s now clarify what this error means. When a document displays this error, Stax.ai is having trouble locating the plan information in the document’s metadata fields, which prevents the document from progressing.
A document was mistakenly placed in the “Find Info” stack without the plan information attached.
All of the plan information was missing.
Some of the plan information was missing.
Actions #2
1. Identify the flag:
Open the document.
Scroll on the information panel, to the “Automate” section.
Locate and identify the latest flag.
In this case, ”Failed to Extract Plan ID” is the latest flag.
Most likely, the document is missing all the Plan information.
Next, jump to Step 2.
2. Attach account information:
Navigate back to the document.
Double click to highlight the account number.
Right-click on the highlighted text and scroll down on the action menu to find “Attach Account Info.”
It will bring up a new view named “Attach Account Information.”
It will automatically insert how Stax.ai read the text you highlighted in the statement, into the search section.
If Stax.ai read it differently than how it was stated on the document and the TPA Plan Editor, please adjust it so the correct results show up and this statement is mapped to the right plan/account.
Select the correct plan (you can identify this by an orange box surrounding the information).
Scroll down and choose “Attach Account Information.”
A loading page will appear, once it disappears, jump to Step 3.
3. Retry the failed job:
Re-fresh your page.
Scroll to the “Automate” section in the information panel.
Go to the latest flag.
Below it, you will see two options:
“Retry Failed” - will retry the failed job.
“Resume Next” - will skip the failed job and move onto the next (avoid this)!
Select the “Retry Failed” option.
Yay, you have resolved this issue!
Friendly Reminder
Since this document has encountered issues processing through the workflow twice, you may want to monitor it closely to ensure it is filed correctly without further problems. You can assign the document to yourself so you can easily locate it later.