For: Admins and Managers
Understand what your hub does automatically
Learn which messages and items your hub sends on its own, when each one runs, and which posts staff still add by hand.
In this article2 sections
Your hub can do some routine work for you: welcome people who join a case, add your team to new cases, check in on quiet cases, add a post when a case reaches a stage, send birthday messages, and ask clients how you did. Each is 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. you set up under Automation.
How it works
| Automation | When it runs | What it does | A new hub starts with |
|---|---|---|---|
| Bootstrap Cases | Someone joins a case in a chosen role | Adds your welcome post, forms, e-signs, tasks and notes | A rule for the two sample cases only |
| Assign Cases | A case is created | Adds the staff you chose, and can email them | No rule |
| Idle Cases | Once a day | Posts a check-in on a case with no new posts or comments for a set number of days | A 15-day rule for every case |
| Milestone | A case moves into a stage you chose | Adds that stage's post | No rule |
| Birthday Users | Once a day, at 9:00 AM in your hub's time zone | Emails or texts your birthday message to each person in your hub on their birthday | A birthday message |
| Survey | A case moves into a stage you chose, while surveys are on | Emails and texts each client one question the next day at 10:00 AM in your hub's time zone, and alerts your team to a score of 0 to 6 | No stage, and surveys off |
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. posts for your automations, under your firm's name. Each post notifies the people it mentions, or else everyone on the case, by email, or by text for people who have only a phone number.
A rule applies to one case typeCase type A category for cases, such as general, used to aim automations at the right cases. or to all of them, and a rule for all case types and one for the case's own type both run, except for the survey, where the case type's own stage replaces the all-types one. Welcome, assign and milestone rules act on what happens after you save them, not on people, cases or stages already there. Automations use only published templates that allow the Bots role; see Create a feed template.
A milestone post appears when a case moves into a stageStage A step a case moves through, such as Intake or Demand sent, which the firm names and describes and which shows on the case page., not when a case is created at one. Your hub starts with six stages, Intake, Investigation, Demand sent, Negotiation, Litigation and Resolved, which an Admin can change in Set up your case stages.
When to use it
Use automations for what every client should get at the same point in a case: the welcome and retainer when they join, a post at each stage, a check-in when things go quiet. Before real clients join, add your own welcome rule, since the one your hub started with runs only on the sample cases. See Welcome clients automatically when they join a case.
Can clients hear automatically when their case changes stage? Yes, once you add a milestone automation for the stage. See Add a post automatically when a case reaches a stage.
To ask clients how likely they are to recommend you once their case settles, see Send clients a survey when a case reaches a stage.
Your team still does these by hand:
- Moving a case to its next stage, which then adds that stage's post.
- Posts that aren't tied to a stage.
- Forms, e-signs and tasks a client needs after they've joined.