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

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

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

Location: System Administration → TODO Auto Rules

Creating a New Rule

1. Go to System Administration → TODO Auto Rules
2. Actions menu → New TODO Auto Rule
3. Configure the settings below
4. Save

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

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

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

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

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

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

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

The system provides events organised by category. Select from these when configuring creation and completion triggers.

Payment Events

Email Events

Billing Events

Credit Limit Events

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

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

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

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

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

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

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

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

Not recommended. Disable instead to preserve audit trail. Contact platform support if you need to delete.

Troubleshooting

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

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

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

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

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

Assigning to customer roles (Account Manager, Credit Controller) scales better than specific users. When staff change, the rules keep working.

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

Always think about what event should complete the TODO. An auto-TODO without auto-completion just creates work.

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

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.