Fix a template that's missing from an automation

When you set up an automationAutomation A rule that acts for the firm, such as welcoming a client who joins a case or checking in on a quiet case., the template you want isn't in its list. Less often, saving is refused: Idle Cases says "An error occurred. Confirm bot's role is added to the list of users authorized to use this template.", and Bootstrap Cases and the Milestone tab say "Request input schema is invalid."

Why it happens

Automations post as the Virtual AssistantVirtual Assistant An automated team member that posts welcome messages, check-ins and stage posts for the firm; its posts carry a Virtual Assistant badge., so they can use only templatesTemplate A reusable feed post, form, e-sign, note or task kept in the Library and copied onto cases. that are published and keep the Bots role in Who can use this template?. Bootstrap Cases uses all five kinds of template; Idle Cases, Birthday Users and the Milestone tab use feed templates.

Every template gets Bots when it's first saved. It loses it only if someone unticks Bots while editing the template before it's published, and once published it can't be changed. A template that isn't published yet isn't listed either.

A save is refused when the template stopped qualifying after you opened the window, such as when someone deleted it.

How to fix it

1. In Library, open the template's page and find its row. Its roles column lists who can use it, and its switch shows whether it's published.
2. If it isn't published yet, open its settings: Edit Post on a feed template, or Configure on any other kind. Make sure Bots is ticked under Who can use this template?, and save. Then switch it on to publish it.
3. If it's published without Bots, duplicate it: the copy gets Bots back. Change the copy's title, publish it, and delete the old one. For a feed template, see Change a published feed template.
4. Back in Automation, reload the page so the rule's window lists the template, then choose it and save.