Follow-up processes act as guides for supervisors and/or call centre users to effectively handle alerted activities. When an alert is activated by a user, supervisors are presented with a list of steps created by administrators.
Follow up processes can be created at the organisation level and the account level. The difference between the two is:
- Follow up processes created at the organisation level are available to the specific organisation only.
- Follow up processes created at the account level are available to all organisations in your account.
Creating a new follow up process at the organisation level
1. Login to the web portal
2. Head to "Configure" in the left hand menu and "Follow Up Processes"
3. Select "New follow up process" in the top right hand corner
4. Enter your follow up process and click "Save"
Creating a new follow up process at the account level
1. Login to your Account/Enterprise web portal
2. Head to "Configure" in the left hand menu and "Follow Up Processes"
3. Select "New follow up process" in the top right hand corner
4. Enter your follow up process and click "Save"
5. Go to each organisation and select the alert types for the follow up process (this is custom to each organisation). This determines when the follow up process will appear when an alert is triggered. Click "Save" to apply changes.
Editing your follow-up processes
1. In the "Follow Up Processes" menu select your exisiting follow up process
2. Make your changes and select "Save"