Automations help your team carry out routine actions as a record moves through a workflow. They can be used to notify the right people, support an escalation process, and reduce the need for manual follow-up.
With automations, you can:
Notify people when a record reaches a specific workflow step
Keep relevant teams informed as work progresses
Support escalation paths for records that require additional attention
Create a more consistent process across sites and teams
Reduce manual communication and follow-up
Here’s how it works
Automations are configured within individual workflow steps.
When a record reaches a step, the automations connected to that step run in the order shown. This allows you to decide what should happen during each stage of the workflow.
For example, an incident workflow might include:
Initial Report: Notify the person responsible for reviewing new incidents.
Investigation: Notify or involve the person responsible for follow-up.
Closed: Send a final update to the appropriate stakeholders.
The exact setup will depend on your organization’s processes, roles, and notification needs.
Note: Before configuring automations, confirm who should be involved at each step and whether the same process should apply across all sites and categories.
Notifications
Notifications help keep people informed as a record moves through its workflow.
When a notification is triggered, Eolas sends an email to the selected recipient.
Before setting up a notification, consider:
Who needs to receive the update?
At which workflow step should they receive it?
Do they need to take action, or simply stay informed?
Should the notification apply to every record?
Do certain categories require different recipients?
For example, a property manager might need to know when an incident is first reported, while a regional leader might only need an update during an investigation or when the incident is closed.
Escalations
An escalation brings another person or team into the process when additional review, awareness, or action is needed.
Your organization’s escalation path might follow an order such as:
Property team → Regional contact → Corporate contact
Before building an escalation process, decide:
What should trigger the escalation?
Who should be contacted first?
Who should be contacted next?
When should each person or team be brought in?
Should urgent or sensitive categories follow a different path?
An escalation does not need to apply to every record. You can begin with a general process and refine it as your team’s needs become clearer.
Plan your notification and escalation flow
A simple outline can make configuration easier.
For each workflow step, document:
The person responsible for the record
Anyone who should receive an update
The action expected from each person
Any circumstances that require escalation
The next person or team in the escalation path
If your organization manages multiple sites, confirm whether the same flow applies everywhere or whether each site needs different recipients.
Add an automation to a workflow step
To begin configuring an automation:
Go to Settings.
Select Workflow.
Open the workflow you want to configure.
Select the relevant workflow step.
Expand Automations.
Select Add Automation.
Configure the automation for that step.
Review the workflow before using it with your team.
Repeat this process for any additional steps that require an automation.
Need help?
Start a chat with the Eolas Help Team using the Help link in the navigation bar, or email [email protected].