Understand the Virtual Assistant

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. is your hub's automated team member. It posts your firm's automated messages on cases, under your firm's name, so they don't come from anyone on your team.

How it works

Its name is your firm's name, so clients see your firm on everything it posts. A one-word name has Assistant added, as in Acme Assistant. Its posts carry a Virtual Assistant badge on the case's Feed. You can't rename it on its own: when you change your firm's name in Settings › General, it takes the new name.

What it posts. Your automationsAutomation A rule that acts for the firm, such as welcoming a client who joins a case or checking in on a quiet case. work through it:

• welcome posts, forms, e-signs, tasks and notes when someone joins a case, from Bootstrap Cases
• check-ins on quiet cases, from Idle Cases
• milestone postsMilestone automation An automation that posts a chosen feed template on a case each time the case moves into a chosen stage. 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.
• posts and comments your firm sends through an integration with a hub key

Its posts notify people like any other post, except on the sample cases. It uses only published templates that Bots are allowed to use, as set in Who can use this template?. See Understand what your hub does automatically.

It's on every case. It joins each case when the case is created, and nobody can remove it, since your automations need it there. It doesn't show in Your Team or in the Admin Panel's Users, can't be mentioned, and never gets notifications.

It takes one of a case's 20 places. A case holds up to 19 people, plus the assistant. Adding one more is refused with "Case user limit reached or transaction failed."

When to use it

Set up automations, and the assistant posts for you. Start with Welcome clients automatically when they join a case. If a case is full, remove someone who no longer needs to be on it before you add someone new.