Automatically Schedule or Delete Reminders Using Rules

Updated 

You can configure rules in the Rule Engine to automatically schedule or delete reminders on messages based on specific conditions. For example, you can set up a rule to automatically schedule a reminder when a case reaches a certain status. Similarly, if a case is assigned to a new work queue before the scheduled reminder date, a rule can be configured to automatically remove that reminder.

To perform either action, create a Case Update rule in the Rule Engine and configure it using the Schedule Rule/Macro action. This article will guide you through the process.

Prerequisites

Before you begin, ensure that the following prerequisites are met:

  • Ensure that you have the required permission to access and configure rules in the Rule Engine. 

  • Ensure that you are creating a Case Update rule. 

Schedule a Reminder

To automatically schedule a reminder using the Rule Engine, follow these steps:

Step 1: Access Rule Engine and Create a Rule

Create a new Case Update rule in the Rule Engine. For detailed instructions, see Create a Rule.

Step 2: Add a Condition

Add one or more conditions to specify when the rule should trigger. For example, check the status of the case.

Step 3: Configure the Action

  1. On the condition node, click Add Action.

  2. In the Edit Action pane, select Schedule Rule/Macro.

  3. In the Action dropdown, choose Action to Schedule. The Operator is auto filled as Is.

  4. Select Reminder.

Reminder Configuration

Once Reminder is selected, additional configuration options appear:

Field

Action / Selection

Select Entity to Execute

Set to Universal Case

Select Scheduling Type

Set to any one of the following:

  • Absolute: Schedule for a fixed date and time.

  • Relative: Schedule relative to a reference date (for example, case creation or update)

  • Relative %: Schedule at a percentage point between two dates (for example, case creation and SLA deadline)

Users to Send Reminder To

Choose the user(s) who should receive the reminder.

Reminder Message

Enter the content of the reminder.

Example Rule

The screenshot below demonstrates how to configure a rule that triggers a reminder when a case status is updated to Pending External. This reminder is scheduled to notify the assigned agent one hour after the status change, prompting them to follow up if there is no update from the external party.

Once done, use the options in the bottom-right corner to save and enable the rule.

Delete a Reminder

To automatically delete a reminder when it is no longer needed, such as when the case is resolved before the reminder date, follow these steps:

Step 1: Access Rule Engine and Create a Rule

Create a new Case Update rule in the Rule Engine. For detailed instructions, see Create a Rule.

Step 2: Add a Condition

Add one or more conditions to specify when the rule should trigger. For example, you can specify a condition that checks whether a case has been added to a particular queue.

Step 3: Add an Action

  1. On the condition node, click Add Action.

  2. In the Edit Action pane, select Schedule Rule/Macro.

  3. In the Action dropdown, choose Action to remove Schedule. The Operator is auto filled as Is.

  4. Select Reminder.

Reminder Removal Configuration

Once Reminder is selected, additional configuration options appear:

Field

Action / Selection

Entity to remove all

Set to Universal Case

Scheduling Source

Set to any one of the following:

  • Any Rule: Deletes reminders created by any rule.

  • This Rule: Deletes only reminders created by the same rule.

  • Any Source: Deletes reminders regardless of whether they were created by rules or manually.

Example Rule

This screenshot demonstrates a rule configured to delete a reminder when a case is added to a specific queue and the case has been resolved.

Once done, use the options in the bottom-right corner to save and enable the rule.

You have now successfully configured a rule that automatically schedules or deletes a reminder based on certain conditions.