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Adding steps to a stage

Steps are the individual units of work within each stage of a playbook. They define what needs to happen at each point in the renewal process, who is responsible, and in what order. This article covers adding steps, configuring each step type, and setting due dates and assignees.

Step types

Renewal Hub supports five step types:

  • Manual Task. A to-do item for a producer or other team member to complete manually.
  • Automated Action. A ReFocus capability that runs without manual intervention, such as triggering IntelliAgent remarketing or sending a templated email to a client.
  • A pause before the next step becomes active. Can be time-based (for example, 3 business days) or event-based (for example, wait until a quote is received).
  • A simple branch that routes the case to a different stage based on a condition, such as churn risk level or whether a quote was received.
  • A message sent to a team member or external system. Does not block progress.

Add a step

  1. Open the playbook in the editor.
  2. Select the stage where you want to add the step.
  3. Select Add step within that stage.
  4. Select a step type.
  5. Configure the step in the panel that opens on the right. Required fields vary by step type (see below).
  6. Select Save step.

Configure a Manual Task step

  • Title (required). Shown to producers on their task list and the Kanban card.
  • Additional context or instructions for the producer completing the task.
  • Choose Case Owner (default), a specific user, or a role such as Senior Producer or Retention Specialist.
  • Due date. Fixed number of days after the stage is entered, or a number of days before the renewal date.
  • Toggle on if this step must be completed before the case can advance to the next stage.

Configure an Automated Action step

  • Select from the available actions: Trigger IntelliAgent Remarketing, Run data enrichment, Add note to case, Update Field on Case, Queue task
  • or Send Internal Notification.
  • Action-specific settings. For IntelliAgent Remarketing: carrier selection. For Send internal notification: message to be sent.

Reorder steps

Drag a step card up or down within a stage to change its position. Steps run in order from top to bottom.

Remove a step

Select the step card and choose Remove step. On a published playbook, removing a step creates a new draft version.