Check in on quiet cases automatically
Post a message on any case that has had no new posts or comments for a set number of days.
In this article5 sections
A check-in tells clients you haven't forgotten them when nothing has happened on their case for a while. Your hub already has one rule: after 15 days without a new post or comment, 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. posts a short check-in on the case.
Write your check-in
Create a feed template with your message, and publish it; see Create a feed template. The starter rule's message reads "We are committed to providing you with the best possible service and want to remind you that we are always available to assist you with any questions or concerns." It can't be edited, only replaced.
Open Idle Cases
In Automation › Idle Cases, choose the pencil on a rule to change it, or New to add a rule for one case typeCase type A category for cases, such as general, used to aim automations at the right cases..
Set the rule
- Case type: New lists only case types that don't have a rule yet.
- Idle days: how long a case must be quiet, such as 15.
- Post template: your check-in. Only published templates that allow the Bots role are listed.
Choose Save.
What happens next
Once a day, your hub looks for quiet casesIdle case A case with no new posts or comments for a set number of days, which the Idle Cases automation checks in on.: no new post, or comment on a post, for that many days, or since the case was created if nobody has posted. It posts your check-in on each. Closed cases, and cases with nobody on them, are skipped.
Posts count whoever makes them, the Virtual Assistant included, so a case that stays quiet gets its next check-in that many days after the last. Form answers, signatures, events and notes don't count.
A rule for all case types and one for the case's own type both apply, and whichever posts first resets the case. The check-in notifies the people it mentions, or else everyone on the case.
Saving a rule runs a first check a few minutes later, then once a day at that time.
If something goes wrong
- Your 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 case got no check-in. Someone posted or commented on it within the idle days, the case is closed, or the rule is for another case type.