Auto-TODO Rules
Auto-TODO rules create TODOs automatically when system events happen. When a payment fails, an email bounces, or a credit limit is reached, the system creates a TODO for the right person without anyone having to remember.
For day-to-day usage of auto-generated TODOs, see Working with Auto-Generated TODOs.
Overview
Section titled “Overview”What Auto-TODOs Do
Section titled “What Auto-TODOs Do”Auto-TODO rules watch for system events and respond by:
- Creating TODOs when something needs attention (payment failed, email bounced)
- Completing TODOs when the issue resolves (payment received, email address updated)
This means your team gets alerted to problems automatically, and the alert clears itself when fixed.
Common Uses
Section titled “Common Uses”Credit Control Payment fails → TODO created for credit controller → Payment received → TODO completes
Data Quality Email bounces → TODO created to update address → Address updated → TODO completes
Invoice Approval Invoice needs approval → TODO for approver → Invoice approved → TODO completes
Credit Limits Customer reaches 90% of limit → Warning TODO → Balance cleared → TODO completes
Setting Up Auto-TODO Rules
Section titled “Setting Up Auto-TODO Rules”Location: System Administration → TODO Auto Rules
Creating a New Rule
Section titled “Creating a New Rule”- Go to System Administration → TODO Auto Rules
- Actions menu → New TODO Auto Rule
- Configure the settings below
- Save
Basic Settings
Section titled “Basic Settings”Name Unique identifier for this rule. Use clear names like “Failed Payment Chase” or “Email Bounce Resolution”.
Description Explain what this rule does and when it triggers. Helps other administrators understand the purpose.
TODO Type Category for created TODOs. Required. Choose from configured TODO types (Sales, Billing, Credit Control, etc.).
Enabled Toggle the rule on or off. Disabling stops new TODOs being created but doesn’t affect existing ones.
Trigger Events
Section titled “Trigger Events”Creation Events
Section titled “Creation Events”Select which system events create a TODO. You can select multiple events if they should all trigger the same action.
Create Events Multi-select from available events. When any selected event fires, the system creates a TODO.
Create Activity Types (optional) Create TODOs when users perform specific activities. For example, create a follow-up TODO when someone logs a complaint.
Activity On Object Types (optional) When using activity triggers, restrict to specific object types (customers, numbers, invoices, etc.).
Completion Events
Section titled “Completion Events”Select which events auto-complete TODOs created by this rule.
Complete Events When any selected event fires, the system completes matching TODOs.
Complete Activity Types (optional) Complete TODOs when users perform specific activities.
Assignment Options
Section titled “Assignment Options”Who gets assigned to the auto-created TODO.
Default Users Select specific users. The TODO appears in their “Assigned to Me” list.
Default Departments Select departments. The TODO appears in “My Department” for users in those departments.
Customer Roles Assign based on the customer’s configured roles:
- Account Manager - The customer’s assigned account manager
- Credit Controller - The customer’s assigned credit controller
- Salesperson - The customer’s assigned salesperson
- Commission Holder - The customer’s commission holder
This is powerful for large teams. A “Failed Payment Chase” rule assigned to “Credit Controller” automatically routes to whoever manages that customer’s credit control.
Timing Settings
Section titled “Timing Settings”Control when the TODO appears and expires.
Not Before Days Snooze delay in working days. Set to 0 for immediate, or a higher number to delay visibility.
Example: Set to 3 for credit limit warnings so staff have time to see if it clears naturally before the TODO appears.
Expiry Days Auto-expire after N working days. Leave empty for no expiry.
Example: Set to 30 for email bounce TODOs - if not resolved in a month, it probably won’t be.
Both settings use working days (excludes weekends and bank holidays).
Review Configuration
Section titled “Review Configuration”Require approval before completion.
Review Required Tick to force a review step. The TODO goes to “Needs Review” status when marked complete.
Review Users / Review Departments Who should review. Can use customer roles here too.
Additional Options
Section titled “Additional Options”Close on Customer Drop Auto-complete all TODOs from this rule when the customer is dropped. Useful for ongoing tasks that become irrelevant when the customer leaves.
Available Events
Section titled “Available Events”The system provides events organised by category. Select from these when configuring creation and completion triggers.
Payment Events
Section titled “Payment Events”| Event | Suggested Use |
|---|---|
| Payment Failed | Create TODO for credit control follow-up |
| Card Payment Received | Complete payment chase TODO |
| IBP Payment Received | Complete payment chase TODO |
| DD Mandate Created | Information only |
| Card Mandate Created | Information only |
| Payment Retry Attempted | Information only |
| DD Cancelled | Create TODO to arrange alternative payment method |
| Auto Top-up Expected | Information only |
| Auto Top-up Completed | Information only |
Email Events
Section titled “Email Events”| Event | Suggested Use |
|---|---|
| Email Failed / Bounced | Create TODO to update email address |
| Email Address Updated | Complete email bounce TODO |
| Send Bill Requested | Information only |
| Email Bill Requested | Information only |
| Bill Sent Successfully | Information only |
| Send Correspondence Requested | Information only |
| Correspondence Sent | Information only |
Billing Events
Section titled “Billing Events”| Event | Suggested Use |
|---|---|
| Invoice Unapproved | Create TODO to review the invoice |
| Invoice Approved | Complete review TODO |
| Invoice Needs Approval | Create TODO for approver |
Credit Limit Events
Section titled “Credit Limit Events”| Event | Suggested Use |
|---|---|
| Credit Limit Reached (100%) | Create urgent credit control TODO |
| Credit Limit Reached (90%) | Create warning TODO |
| Credit Limit Reached (80%) | Create early warning TODO |
| Credit Limit Reached (75%) | Optional warning |
| Credit Limit Reached (50%) | Information only |
| Credit Limit Cleared (was 100%) | Complete credit limit TODO |
| Credit Limit Cleared (was 90%) | Complete credit limit TODO |
| Credit Limit Cleared (was 80%) | Complete credit limit TODO |
| Credit Limit Cleared (was 75%) | Complete credit limit TODO |
| Credit Limit Cleared (was 50%) | Complete credit limit TODO |
Activity Type Triggers
Section titled “Activity Type Triggers”You can also trigger TODO creation/completion based on user activities rather than system events. Select activity types in the “Create Activity Types” or “Complete Activity Types” fields.
Common uses:
- Create follow-up TODO when logging a complaint
- Complete TODO when adding a resolution note
- Create handover TODO when changing account manager
Example Rules
Section titled “Example Rules”Failed Payment Chase
Section titled “Failed Payment Chase”Automatically chase failed payments with the customer’s credit controller.
Basic Settings:
- Name: Failed Payment Chase
- TODO Type: Credit Control
- Enabled: Yes
Creation Events:
- Create Events: Payment Failed
Completion Events:
- Complete Events: Card Payment Received, IBP Payment Received
Assignment:
- Customer Roles: Credit Controller
Timing:
- Not Before Days: 0 (immediate)
- Expiry Days: (leave empty)
Result: When a payment fails, a Credit Control TODO is created and assigned to that customer’s credit controller. When they receive payment, the TODO completes automatically.
Email Bounce Resolution
Section titled “Email Bounce Resolution”Fix bounced emails by alerting the account manager.
Basic Settings:
- Name: Email Bounce Resolution
- TODO Type: Customer Details
- Enabled: Yes
Creation Events:
- Create Events: Email Failed / Bounced
Completion Events:
- Complete Events: Email Address Updated
Assignment:
- Customer Roles: Account Manager
Timing:
- Not Before Days: 0
- Expiry Days: 30
Result: When an email bounces, the account manager gets a TODO. When they update the email address, it completes. If not fixed in 30 days, it expires.
Credit Limit Warning
Section titled “Credit Limit Warning”Alert credit control before customers hit their limit.
Basic Settings:
- Name: Credit Limit 90% Warning
- TODO Type: Credit Control
- Enabled: Yes
Creation Events:
- Create Events: Credit Limit Reached (90%)
Completion Events:
- Complete Events: Credit Limit Cleared (was 90%)
Assignment:
- Customer Roles: Credit Controller
Timing:
- Not Before Days: 2 (give 2 working days to clear naturally)
- Expiry Days: (leave empty)
Additional:
- Close on Customer Drop: Yes
Result: When a customer hits 90% of their credit limit, a TODO is created after 2 working days (in case they pay quickly). If the balance drops, it completes. If the customer is dropped, it completes.
Invoice Approval Workflow
Section titled “Invoice Approval Workflow”Route invoices needing approval to the right person.
Basic Settings:
- Name: Invoice Approval Required
- TODO Type: Billing
- Enabled: Yes
Creation Events:
- Create Events: Invoice Needs Approval
Completion Events:
- Complete Events: Invoice Approved
Assignment:
- Default Departments: Billing
Review Configuration:
- Review Required: No (the invoice approval is the review)
Result: When an invoice needs approval, the Billing department gets a TODO. When approved, it completes.
Managing Existing Rules
Section titled “Managing Existing Rules”Viewing All Rules
Section titled “Viewing All Rules”Go to System Administration → TODO Auto Rules to see all configured rules.
The list shows:
- Rule name
- Whether enabled
- TODO type
- Creation and completion event counts
Editing a Rule
Section titled “Editing a Rule”Click on a rule to view details, then Actions menu → Edit.
Changes take effect immediately for new events. Existing TODOs aren’t affected.
Disabling a Rule
Section titled “Disabling a Rule”Edit the rule and untick “Enabled”.
This stops new TODOs being created but doesn’t affect existing ones. Use this to temporarily pause a rule or phase it out.
Deleting a Rule
Section titled “Deleting a Rule”Not recommended. Disable instead to preserve audit trail. Contact platform support if you need to delete.
Troubleshooting
Section titled “Troubleshooting”TODO Not Created
Section titled “TODO Not Created”Check the rule is enabled View the rule and confirm “Enabled” is ticked.
Verify the event code Confirm the triggering event is in “Create Event IDs”. Check system logs to see if the event actually fired.
Check assignment is valid If using customer roles, verify the customer has someone in that role. If no account manager is assigned, a rule using “Account Manager” won’t create a TODO.
Look for duplicate prevention The system may prevent duplicate TODOs for the same event. Check if a TODO already exists from this rule for this customer.
TODO Not Auto-Completed
Section titled “TODO Not Auto-Completed”Verify the completion event fired Check system logs. The resolution event (payment received, email updated) must actually occur.
Check the TODO matches the rule The TODO must have been created by the same auto rule. Check the “Auto Rule” field on the TODO.
Confirm it wasn’t manually completed If someone already completed the TODO manually, the auto-complete has nothing to do.
Check the TODO status Auto-complete only works on open/in-progress TODOs. Cancelled or expired TODOs won’t be affected.
Wrong Person Assigned
Section titled “Wrong Person Assigned”Check customer roles If using customer roles, verify the customer has the correct person assigned in their record.
Check rule configuration View the rule’s assignment settings. Perhaps it should use a different customer role or a specific department instead.
TODOs Appearing Too Early/Late
Section titled “TODOs Appearing Too Early/Late”Adjust “Not Before Days” Increase to delay visibility, decrease (or set to 0) for immediate.
Remember this uses working days, so 5 days means a full working week.
Best Practices
Section titled “Best Practices”Start Simple
Section titled “Start Simple”Begin with one or two high-value rules:
- Failed payment chase (clear business benefit)
- Email bounce resolution (easy to measure)
Get these working well before adding more.
Use Customer Roles
Section titled “Use Customer Roles”Assigning to customer roles (Account Manager, Credit Controller) scales better than specific users. When staff change, the rules keep working.
Set Sensible Timing
Section titled “Set Sensible Timing”Immediate (0 days): Payment failures, urgent issues Short delay (1-3 days): Credit warnings (let them clear naturally) No expiry: Critical items that must be resolved 30-day expiry: Nice-to-have fixes that become stale
Pair Creation with Completion
Section titled “Pair Creation with Completion”Always think about what event should complete the TODO. An auto-TODO without auto-completion just creates work.
Document Your Rules
Section titled “Document Your Rules”Use the Description field to explain:
- Why this rule exists
- What triggers it
- What resolves it
- Who to contact about changes
Monitor and Refine
Section titled “Monitor and Refine”Check periodically:
- Are TODOs being created as expected?
- Are they being completed automatically when resolved?
- Are the right people getting them?
- Is the timing appropriate?
Adjust rules based on what you learn.