Skip to main content
Concrete setups you can copy. Each example lists the Trigger, Conditions, and Actions exactly as they appear in the wizard. Pick one that matches your use case, swap in your own templates, and save.

​
Use Case Pattern

Most MSP automations fall into two categories:
PatternTriggerWhen to use
Date-drivenDate ThresholdYou care about something happening N days before or after a specific date (warranty end, meeting start, training due, contract renewal)
State-drivenScheduled + ConditionsYou care about records sitting in a particular state long enough to need action (tickets in Resolved > 4 hours, goals overdue, compliance controls past due, meetings finished without notes)
The examples below are grouped by pattern.

​
Date-Driven Examples

​
1. Warranty Expiration Alert

Email the account manager 30 days before any device’s warranty expires, and create a planner task for the tech team.
1

Basic Information

  • Name: Warranty 30-Day Alert
  • Priority: 50
  • Scope: All Companies
  • Description: Notify AM and open a planner task 30 days before device warranty ends.
2

Trigger

  • Entity: Device
  • Trigger: Date Threshold
  • Date Field: Warranty End Date
  • Days: 30
  • Direction: Before date (approaching)
  • Match: Exactly 30 days
Exact match fires once per device, on the day that hits the 30-day mark.
3

Conditions

Add a condition group:
  • Is Active equals True
This skips retired devices whose warranty dates are no longer relevant.
4

Action 1: Send Email

  • Send To: Company Teams → Account Manager role
  • Subject: Warranty expiring: {{entity.name}} at {{entity.company_name}}
  • Body: 
    Device {{entity.name}} (Serial: {{entity.serial_number}}) at {{entity.company_name}}
has a warranty ending on {{entity.warranty_end}}. Please reach out to the client
to discuss renewal or replacement.
5

Action 2: Add to Planner

  • Task Title: Warranty renewal: {{entity.name}} ({{entity.company_name}})
  • Business Value: Medium
  • Due Offset (days): 30 The task is created with “Not Started” status by default. Description and estimated hours are not part of the action form; edit the task after it is created if you need to fill them in.
Want 60-day and 7-day reminders too? Duplicate the rule and change Days to 60 and 7 on each copy. Each rule fires independently.

​
2. Meeting Agenda Generation

One day before any QBR, use AI to draft a full agenda based on the client’s recent tickets, compliance status, and goals, then send it to the attendees.
1

Basic Information

  • Name: QBR Agenda Draft
  • Scope: All Companies
  • Description: AI-drafted agenda sent to QBR attendees 1 day before the meeting.
2

Trigger

  • Entity: Meeting
  • Trigger: Date Threshold
  • Date Field: Start Time
  • Days: 1
  • Direction: Before date (approaching)
  • Match: Exactly 1 day
3

Conditions

  • Event Type equals Quarterly Business Review
  • Status equals Scheduled (or Confirmed)
AND logic so both must match. Skips canceled and completed meetings.
4

Action 1: AI Transform

  • AI Template: Pick a meeting-agenda template from the list (for Meeting-entity rules the dropdown is filtered to meeting templates).
The prompt is loaded from the template and cannot be edited inline. Output always lands in {{ai_output}}.
5

Action 2: Send Email

  • Send To: Meeting Attendees
  • Subject: Agenda for tomorrow's QBR: {{entity.title}}
  • Body: 
    Hi team,

Here is the proposed agenda for tomorrow's QBR with {{entity.company_name}}:

{{ai_output}}

See you in the meeting.
Meeting emails always require approval, so the draft is held for your review before it goes out. The Require Approval toggle is replaced with an enforced “Approval Required” notice for Meeting-entity rules.

​
3. Training Due Reminder

Remind users 7 days before assigned training expires.
  • Entity: Training
  • Trigger: Date Threshold → Due Date, 7 days, Before, Exactly 7 days
  • Conditions: Status is one of Not Started, In Progress (picked by label in the dropdown; the rule stores the internal values not_started and in_progress)
  • Action: In-App Alert
    • Alert Type: Warning
    • Title: Training due in 7 days: {{entity.name}}
    • Message: Please complete "{{entity.name}}" by {{entity.due_date}}.
    • Send To: Specific Users — use the user picker to target the assigned user directly. The current UI requires picking users from a list; templated user IDs like {{entity.assigned_to}} are not resolved by the recipient selector.

​
State-Driven Examples

These use a Scheduled trigger so the rule checks for a condition on a repeating interval. Useful when the thing you want to act on is a state (status, field value) rather than a date.

​
4. CSAT Survey for Resolved Tickets

Check every hour for tickets that have been in Resolved status for more than 1 hour, and send the customer a CSAT survey. This is the classic “status X for long enough, then act” pattern.
1

Basic Information

  • Name: CSAT Survey on Resolved Tickets
  • Scope: All Companies
  • Description: Send CSAT survey 1 hour after ticket is resolved.
2

Trigger

  • Entity: Ticket
  • Trigger: Scheduled
  • Frequency: Every Hour
  • Time: Not used for hourly frequency
The rule evaluates every hour and acts on whatever currently matches the conditions.
3

Conditions

Add a condition group with AND logic:
  • Status equals Resolved
  • custom_fields.survey_sent is False
The survey_sent custom checkbox field acts as the “have we already done this?” gate. Set it up once under Settings > Custom Fields for the Ticket entity. Because the rule only sends when the flag is False, the hourly check is safe to repeat.
4

Action 1: Send Email

  • Send To: Client Contacts (PSA) → check Primary Contact
  • Subject: Quick favor: how did we do on this ticket?
  • Body: 
    Hi {{entity.company_name}} team,

We just resolved your ticket: {{entity.summary}}.

Would you take 30 seconds to rate how we handled it?
[Survey link here, or pair with your survey module]

Thanks!
Use the Template Variables helper to see exactly which chips are available for Ticket — {{entity.summary}}, {{entity.status}}, {{entity.priority}}, {{entity.due_date}}, and {{entity.company_name}} are the reliable ones. There is no {{entity.number}} variable in the helper today.
5

Action 2: Update Field (flag it)

  • Field: custom_fields.survey_sent
  • Value: true
This prevents the rule from firing again on the same ticket on the next hourly cycle.
State-driven rules need a “done” flag to stop firing. The pattern is: Condition that checks the flag is not yet set → Action that does the work → Update Field action that sets the flag. Without the flag, your hourly rule will re-send the survey every hour until the ticket moves out of Resolved.

​
5. Stale Goal Nudge

Once a week at 9 AM, email account managers about any client goals that have been In Progress for more than 60 days without a progress update.
  • Entity: Goal
  • Trigger: Scheduled → Frequency Weekly, Time 09:00 (the weekly run is anchored to a fixed day of the week managed by the system; there is no day-of-week picker)
  • Dedup: Once per entity (default) — each stale goal only fires once per rule
  • Conditions:
    • Status equals In Progress (goal statuses are tenant-customizable — pick whichever value your status list uses for in-progress goals)
    • Progress (%) less than 50
    • Target Date is older than (days) 60
  • Action: In-App Alert to Company Teams → Account Manager role
    • Alert Type: Warning
    • Title: Goal stalled: {{entity.name}}
    • Message: {{entity.name}} at {{entity.company_name}} has been in progress for 60+ days with under 50% progress.

​
6. Overdue Compliance Control

Every day at 7 AM, create a planner task for any compliance control that is past due and not yet assigned a remediation task.
  • Entity: Compliance Control
  • Trigger: Scheduled → Frequency Daily, Time 07:00
  • Conditions:
    • Status is not one of your “done” statuses (compliance statuses are tenant-customizable via Settings → Custom Fields / Status Lists. Pick whichever values represent finished or not-applicable controls in your tenant — common ones are Passed, Compliant, or Not Applicable)
    • Due Date is older than (days) 0 (past due)
    • custom_fields.remediation_task_created is False
  • Actions:
    1. Add to Planner → Task Title: Remediate: {{entity.name}} ({{entity.company_name}}), Business Value: High, Due Offset: 14
    2. Update Field → Field custom_fields.remediation_task_created, Value true (flag it so this doesn’t re-create tomorrow)

​
7. Meeting Without Notes Follow-Up

Every evening, check for any meeting that ended today without notes and ping the meeting owner.
  • Entity: Meeting
  • Trigger: Scheduled → Frequency Daily, Time 18:00
  • Conditions:
    • Status equals Pending Notes
    • Has Meeting Agenda Items is True
  • Action: In-App Alert
    • Alert Type: Info
    • Title: Add notes to today's meeting: {{entity.title}}
    • Send To: Specific Users — pick the meeting organizer(s) from the user list. Templated user IDs are not resolved in the recipient selector today.

​
Tips for Building Your Own

  1. Start in the AI Designer. Describe the outcome you want (“remind the AM 60 days before warranty ends”) and review the diff. It is faster than picking every field from scratch.
  2. Always test. Use the Run Test button on the Review step. It shows exactly which records match under current data. Fix conditions before saving.
  3. Use a “done” flag for state-driven rules. A custom checkbox field flipped to true by an Update Field action is the cleanest way to prevent repeated firing.
  4. Layer multiple rules. Instead of one rule with complex logic, split into focused rules (60-day warning, 30-day warning, 7-day escalation). Each is easier to edit and test.
  5. Duplicate before changing. The Duplicate row action on the rules list creates a disabled copy. Edit the copy, test it, flip it on, then disable or delete the old one.

Rule Wizard Walkthrough

Every option explained in order.

Automation Overview

Accessing Automation, list view, permissions, and logs.