Sample: What a good quiet-case check-in says
A check-in goes out when a case has been quiet for a while. Four lines are enough, if they're the right four.
In this article3 sections
Every hub starts with a rule that posts a check-in on any case with no new post or comment for 15 days. The rule is the easy part. What the message says decides whether a client feels looked after or processed.
Why the default isn't enough
The starter message is polite and general. It tells the client the firm is available. It doesn't tell them anything about their case, because it can't: the same words go to every quiet case in the hub.
You can't make an automatic message know the details of each case. You can make it sound like your firm, and answer the questions a quiet stretch raises.
Four lines that work
- Say who it's from, by role if not by name: "Your case team here."
- Say quiet is normal at this stage: "Long stretches without news are common while we wait on records and insurers."
- Say what the client should do, which is usually nothing: "There's nothing you need to do right now."
- Say how to reach you: "If anything has changed for you, reply here and we'll see it."
Setting it up
Write the message as a feed template, then choose it in an idle cases rule. A rule can cover every case type, or one case typeCase type A category for cases, such as general, used to aim automations at the right cases. with its own wording.
The steps are in Check in on quiet cases automatically.
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