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How can I set up an automation triggered by time?

Time-based automations are essential for maintaining your Service Level Agreements (SLAs) and ensuring that no report is neglected. Unlike action-based rules that fire immediately, these "SLA Automations" wait for a specific duration of time to pass before taking action.

 

1. Choose the Time-Based Trigger

In the Automations area, you will select a trigger based on a time interval. Common examples include:

  • Time since report submission: (e.g., "7 days after the report was created").

  • Time since last message: (e.g., "48 hours after the Case Manager sent a message").

  • Time since last status change: (e.g., "14 days since the case was moved to 'In Progress'").

2. Set Your Conditions

You rarely want a time-based rule to fire on every case. You usually add conditions to filter for "stuck" reports:

  • Status Filter: "If the status is still New."

  • Answer Filter: "If the the answer to a particular question is."

  • Category Filter: "Only for High Priority cases."

  • Tag associated : "If the report has a certain tag assigned the..."

3. Select the Action

Decide what should happen once the time limit is reached. Typical actions for time-based rules include:

  • Escalation: Automatically notify a Senior Admin or a different department if a case hasn't been touched.

  • Informant Nudge: Send an automated message to the informant's Safe Inbox asking if they have any further information to share.

  • Internal Reminder: Send a "nudge" notification to the assigned Case Manager to remind them that a response is due.

4. Practical Example: The "48-Hour Safety Net"

A very common setup is the Initial Review Automation:

  1. Trigger: 48 hours after report submission.

  2. Condition: If Status is "New" (meaning no one has opened it yet).

  3. Action: Send an urgent email to the Compliance Director.

Why use Time-Based Automations?

These rules help you comply with international laws, such as the EU Whistleblowing Directive, which mandates specific timelines for acknowledging and providing feedback on reports. They transform your "Best Intentions" into a "Guaranteed Process."