Create a feed template

A feed templateTemplate A reusable feed post, form, e-sign, note or task kept in the Library and copied onto cases. is a post you write once and reuse, such as a document request or a progress report. Staff post it from a case in a few clicks, and your automations post it for you.

1. 1

   Start a new template

   In Library › Feed Templates, choose NEW.

2. 2

   Name it

   Type a Title, such as Document request. Titles take letters, numbers, spaces and dashes; anything else turns into a dash as you type.

3. 3

   Choose who can use it

   In Who can use this template?, choose the roles that can post it from a case, such as Staff. The Bots role, which lets your automations post it, is added when you save. If you edit the template later, keep Bots ticked.

4. 4

   Write the message

   Write the post in Post Message, in the language set on your profile. Readers who use another language see a translation. To greet the client by name, see Mention the right people in a template. Preview shows how the post will look.

5. 5

   Attach files

   To add files, drag them onto Post Media, or choose browse to add one at a time. Documents, images, audio and video are accepted, up to 5 GB each.

6. 6

   Save and publish

   Choose SAVE. When the template's Status reads Ready, switch on Published in its row. Reload the page if it still reads Processing.

What happens next

Staff pick the template with Template when they post on a case; see Post on a case's feed. Your automations can post it 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., under your firm's name: a welcome when someone joins a case, a check-in on a quiet case, or a post when a case reaches a stage.

For a post at each stage of a case, write one template per stage, then add a milestone automation for each. See Add a post automatically when a case reaches a stage.

Your hub starts with eight published templates, such as Welcome to Case and Document Request. To adapt one, duplicate it.

If something goes wrong

• Published is greyed out. The files are still being prepared: reload the page until Status reads Ready. If it reads Failed, open the template, remove the file with × and choose SAVE.
• "This template is used by an automation. Remove it from the automation first, then delete it." Take the template out of that automation first.
• An automation doesn't list the template. Automations list only published templates that keep the Bots role.