When building an automation there are a lot of different triggers, timings, and factors to think about. You have a lot of flexibility so it is important to understand how each section interacts with each other.
How to build an Automation
From the Case Status homepage click the Profile Icon and choose Settings.
In the top left choose Practice Areas.
Choose the Practice Area that you wish to add the automation.
Automations are based off the Practice Area. If you wish to create an automation for all Practice Areas you will need to create it in each individual Practice Area.
Choose Automation in the top middle next to Stages
Choose + New Automation Template
Automation Trigger Types
No Matter Changes
Gets triggered if:
No messages were sent to the client
The status of the Matter has not been changed
The Matter has not been placed on or taken off hold
The Matter has not been closed
Recurring Message
Schedule a recurring message to be sent at a repeat time that you set.
Date Based Message
Send a message on a specific date.
Currently can only send based off Client Date of Birth
Add Checklist Template
Send a specific Checklist Template to the Client based off a Stage change
Add Internal Checklist Template
Send a specific Checklist Template to the Firm Staff Member associated with the Case
Single Message
Send a single message to the Client based off stage changes.
Message will send within 10 minutes of stage change unless outside of firm hours
Single Delayed Message
Send a single message based off a wait time that you choose.
Message will not send if the case moves out of the selected stage
Single Message based on NPS
Send a single message based on a specific NPS score.
Breakdown of Automation datapoints
After
Choose the amount of days of non activity that must pass before this automation is triggered to send.
Run
Recurring Message - How often you want this recurring message to send.
NPS - Run the automation based on the NPS given by the client.
Apply
Only used for Checklist Templates. Choose which template you wish to apply to this automation.
Wait
Only used in Delayed Messages. How long the automation will wait to send after a stage change.
Check
How often this automation will check for non activity on this case.
Limit
This can be used to Limit the amount of times this automation sends. If you choose Only send Message it will only send 'X' amount of times per stage that you choose.
Send
Format your message that will be sent.
At
What time the automation will send in the day if triggered.
During
Choose what stages this automation will be active for.
Stipulation
Choose to only send the message if the case is Active, Closed, or On Hold.