Overview
A fallback document serves as a backup for email notifications. When a trigger is configured to send a notification by email, tenants without an email address on file cannot receive that email. Instead, they receive the same notification as a fallback document.
The trigger automatically generates the document and places it in the Document Center. The document is then delivered to the tenant in physical form.
Fallback documents are available for the following trigger types:
PTD
Reservation End
Lead Creation Date
Private Coverage Expiration
Prerequisites
Custom Triggers permission at the Corporate level.
A document Trigger Template, tagged for the matching trigger type, exists at the Corporate level.
An email template for the trigger exists.
ℹ️ Info: Some options from this article may be hidden or disabled if your account does not have the required permission. Contact your administrator to request access.
Step 1: Navigate to the Triggers List
Custom triggers are managed for the whole organization, not for a single facility.
Open the Facility Switcher at the top of the page.
Select Corporate.
In the left menu, click Triggers.
Click List.
The Left menu with Triggers expanded to show List and Assignment
Step 2: Open the Add New Trigger Panel
The Triggers page lists all available custom triggers at the Corporate level.
Click the Add New button in the top-right corner of the Triggers page.
The Triggers page at the Corporate level lists custom triggers, with the Add New button
The Add New Trigger panel opens on the right side of the screen.
Step 3: Enter the Trigger Details
The trigger needs a type, a name, and a rule before the notification channel is set.
Select a Trigger Type. For example, Reservation End.
Enter a Trigger Name.
Describe the trigger in the Description text field.
Set the Trigger Status to Active.
The Add New Custom Trigger Panel
Step 4: Set the Trigger Rule
The Trigger Rule decides when the trigger runs and which leases it applies to. These settings are the same for any custom trigger and do not change the fallback behavior.
Under Trigger Rule, enter how many days before the event the trigger should run. For example, a value of 3 runs the trigger three days before the event.
The Trigger Rule field with a value of 3 and the days before label
ℹ️Info: This field only sets when the trigger runs. It does not decide who gets an email and who gets the fallback document. That depends on the tenant's contact details.
Step 5: Select the Email Channel
The fallback document becomes available only after the trigger is set to send email.
In this section, select Send Email.
Choose a template from the Select Email Template dropdown. For example, we choose a custom-made Reservation End Email template.
The Channel options with Send Email selected
ℹ️ Info: The fallback document is available only on the Send Email channel.
Step 6: Turn On the Fallback Document Option
With the email channel set, the fallback document can be attached below the email template.
Toggle Use fallback Template on.
Choose a document from the Document Template dropdown.
The Use fallback Template toggle turned on with a Document Template selected
ℹ️Info: Document Template is required once Use fallback Template is on. The trigger does not save until a document is selected.
Step 7: Save the Trigger
Saving activates the trigger with the fallback document in place.
Click the Add Custom Trigger button at the bottom of the Add New Trigger panel.
The Completed Add New Custom Trigger panel with the Add Custom Trigger button
Done! The custom trigger is active. A Tenant with an email receives the email, and a Tenant without an email receives the document generated in the Document Center.
ℹ️ Info: Saving the trigger adds it to the Custom Trigger Assignment list, but it does not run yet. Custom triggers are created at the Corporate level and must be assigned to a facility before they take effect. Go to Triggers > Assignment, select the trigger, and click Assign.