Appian
Process automation and case management for enterprise workflows
ProPay integrates with Appian, a policy, risk, or CRM platform. Appian is a low-code process automation platform used to build case management and workflow applications, including claims processes at some warranty and insurance operators. ProPay authorizes claims against the context it holds and writes decisions back.
Appian is a low-code process automation platform used to build case management and workflow applications, including claims processes at some warranty and insurance operators. ProPay reads the context Appian already holds and authorizes the claim against it, writing the decision, and everything that led to it, back as the record of what happened.
What ProPay does with Appian
ProPay captures claim data 24/7 through web form, chat, SMS, and voice, and validates it against the coverage Appian holds, process instances, case records, and workflow state, before authorizing repair versus replace, or approving inside your configured thresholds.
The context that reaches Appian isn’t a call transcript, it’s a structured SMS conversation. ProPay triages the homeowner over text, with 80 to 83 percent responding, and that exchange is what populates the fields Appian needs to authorize the claim correctly the first time.
From there, ProPay sources parts across suppliers, tracks the order, and validates the resulting invoice against the authorization record before payment releases, with every decision written back to Appian alongside the confidence level it was made at.
How the Appian connection works
Appian exposes a documented API for process and case data, which is where ProPay reads and writes.
Where Appian doesn’t expose a field ProPay needs, a Forward Deployed Engineer builds the mapping during deployment rather than asking Appian to change. Authorization, parts, and payment can go live against Appian independently of each other.
What stays in Appian
The custom workflow logic built on Appian and any process steps outside the claim itself stay inside Appian.
What changes is how much of the authorization decision a person has to make by hand. ProPay applies your business rules against the context in Appian and routes only the exceptions to a reviewer.
Data handling and security
The connection to Appian runs on a company-specific ProPay instance, one carrier’s policy and claim data are never accessible to another. ProPay is SOC 2 compliant, with both Type I and Type II audits complete.
Every authorization decision carries a confidence level and the inputs it drew from Appian, and is logged. Decisions above your configured value or confidence thresholds route to a person before anything executes.
Deploying the integration
A dedicated Forward Deployed Engineer works with your team to build and maintain the Appian connection, mapping the specific fields and authorization rules your program already runs on.
Frequently asked questions about ProPay and Appian
Does ProPay replace Appian?
No. Appian remains the system of record for the underlying policy and case data; ProPay executes the authorization decision and the work that follows it.
How does ProPay connect to Appian?
Appian exposes a documented API for process and case data, which is where ProPay reads and writes. Where no interface exists, a Forward Deployed Engineer builds the connector during deployment.
Are authorization decisions against Appian auditable?
Yes. Every decision carries a confidence level and the specific inputs from Appian it was based on, and is logged for review.
