Welcome clients automatically when they join a case

A welcome rule adds your welcome post, retainer, forms and tasks to a case the moment a client joins it. The rule your hub started with runs only on the two sample cases, so create your own before you add real clients.

1. 1

   Open Bootstrap Cases

   In Automation › Bootstrap Cases, choose New.

2. 2

   Choose who and which cases

   In Assigned role, choose the role whose arrival runs the rule, such as clients. In Case type, choose All, or one case typeCase type A category for cases, such as general, used to aim automations at the right cases..

3. 3

   Pick the templates

   Choose what to add under Add posts, Add forms, Add e-signs, Add tasks and Add notes, such as the Welcome to Case post and your retainer. Only published templates that allow the Bots role are listed.

4. 4

   Set the order

   In Operation order, choose every kind of template you added, in the order they should arrive, such as Posts first so the welcome comes before the forms. A kind left out isn't added.

5. 5

   Save the rule

   Choose Save. If that role and case type already have a rule, nothing is saved, and you're offered Edit existing rule instead.

What happens next

Each time someone joins a case in that role, the Virtual AssistantVirtual Assistant An automated team member that posts welcome messages, check-ins and stage updates for the firm; its posts carry a Virtual Assistant badge. adds the templates in your order. It runs once for each person, so two clients on one case each get their own welcome and retainer. People already on cases when you save the rule don't get it.

A rule for All and a rule for the case's own type both run, and a template in both is added once.

An e-sign's signers and a task's assignees are the people on the case in each role at that moment, so add your team before the client. The welcome post notifies the people it mentions, or else everyone on the case; Welcome to Case mentions the primary client.

When the client submits one of the rule's forms, signs its e-sign or marks its task Done, the staff on the case are told, everyone not on the Clients role, as each one's notification settings allow. They also get the e-sign's signed copy. They aren't copied on the requests and reminders the client gets.

To change a rule, choose the pencil on its row; the change applies to people who join afterwards. Leave the starter rule, Clients with case type Demo, as it is: it sets up only the sample cases.

If something goes wrong

• A template isn't listed. Publish it, and keep Bots in its Who can use this template?. See Fix a template that's missing from an automation.
• A client got no welcome. Check the rule's role is the client's role on the case, and its case type is All or the case's type. A rule saved after they joined doesn't run for them.