Manage Action Items

Updated on 04 Mar 2024
3 Minutes to read

Article summary

Did you find this summary helpful?

Thank you for your feedback

Keep your program on track by regularly reviewing action items. You'll be able to identify participants who are behind on program tasks and address them individually or in bulk, all in one place. Follow these steps to review and follow up on the action items within your program.

From the left-hand navigation, click Programs. Select your program. You'll see a summary of the total program action item count on the program card.

The Cohorts tab opens by default. Select your cohort. A summary of the total action item count within the cohort will be visible on the cohort card.

The Overview tab opens by default. Click the neighboring tab, Action items.

Here you'll see a notification badge with the total number of active action items as well as a summary of all action items within the cohort, organized by type.

NOTE: Enrollment action items will be automatically dismissed once a participant is in partnership. Surveys and Meetings action items will be automatically resolved once a partnership has been archived. When a partnership is paused, any active action items will be hidden until the partnership is resumed. Additionally, new action items will not appear for a partnership once it has been archived.

Select an action item type to view more details. Each action item table includes the following information:

Participant - The name of the participant with a link to their profile
Role - The participant's role in the program, which will always be "Coachee"
Reason - An explanation of why the specific task is past due
Incomplete since - The date of the last step taken, or the task due date
Suggested action - The options for resolving the action item

NOTE: For the "First meeting not scheduled" action item, the "Incomplete since" date is based on the start of the partnership. For example, if a partnership began on April 9th and the participant never scheduled their first meeting, the action item will trigger for that participant on April 19th, but the "Incomplete since" date will be April 9th.

Choose the action you want to take for each participant. Your options include:

Email - Send an email notification to remind the participant about the task. You'll have the ability to edit the body text of the email. The action item is removed after the email is sent.
Snooze 3 days - The action item is removed and reappears 3 days later if the participant has still not completed the task.
Dismiss - The action item is removed with no email sent to the participant.

NOTE: An action item is resolved when the participant completes the necessary task, the participant has been placed into a partnership (for Enrollment action items), the participant’s partnership has been archived (for Surveys or Meetings action items), or you've chosen to dismiss the action item entirely. If you send an email about an action item and the participant does not complete the task, the action item will be triggered again seven days later, unless the participant has been placed into partnership (for Enrollment action items) or the participant’s partnership has been archived (for Surveys or Meetings action items).

To follow up on an individual action item, click the Email button in the Suggested action column next to the participant, or click the downward arrow icon to select the Snooze 3 days or Dismiss options.

If you chose the email option, edit the text of the email if desired, then click Send email to confirm.

TORCH TIP: Curious about the text that's included in each action item email? Review the email content for the "Invite not accepted" and "Match profile not complete" enrollment action items, or the email content for the "Survey not completed", "First meeting not scheduled", and "No meetings scheduled" partnership action items.

To follow up on multiple action items of the same type in bulk, check the box to the left of each participant you want to address the action item for, then click the Email all, Snooze 3 days, or Dismiss all button in the top-right of the table based on your desired action.

If you chose the email option, edit the text of the email if desired, then click Preview to see how it will look to participants.

NOTE: Any changes you make to the bulk email template for an action item will be automatically saved and used as the new default email template for that action item. For example, if you update the bulk email template for the "Invite not accepted" action item, that new template will be sent for any individual and bulk emails sent for the "Invite not accepted" action item moving forward.

Once you're done, click Send emails.

What's Next

Build Manager Alignment Meetings into Your Coaching Program