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UserStory1750 — Triage email examples
Example of every email the triage form sends to a case manager or the make safe team, for review before deploy. The wording is copied from the code:
| Code | |
|---|---|
| Case manager — triage form submitted | WebAPI/Services/TriageFinalizeQueueService.cs → AlertCaseManagerAsync, BookingOutcomeHtml |
| Case manager — incorrect property details | WebAPI/Services/TriageSiteRejectedQueueService.cs |
| Make safe team | WebAPI/Services/TriageFinalizeQueueService.cs → AlertMakeSafeTeamAsync |
If this file and the code disagree, the code wins; update this file with it.
Example job: J048213, 14 Banksia Crescent, Mitcham VIC 3132. From (all): noreply@ethosbuilding.com.au.
1. Case manager — triage form submitted
One email per completed form, always sent. It carries every triage outcome the case manager needs — the make safe note, then what the booking decision did — rather than one email per trigger.
- To: the job's case manager from Prime;
quotes@ethosbuilding.com.auif the job has none. - Subject:
J048213 - Mitcham VIC - Triage form submitted - Attachment:
Triage-Summary-J048213.pdf
Body structure
Every scenario below is this template; only the two marked slots change.
[MAKE SAFE NOTE — only when make safe was requested; see CM6–CM8]
The customer has completed the triage form for Job **J048213**.
14 Banksia Crescent
Mitcham VIC 3132
[BOOKING OUTCOME — see CM1–CM5, CM9, CM10]
A summary of the customer's answers is attached, and has also been filed against the job in
Prime along with any photos they submitted.
View the triage form PDF in the Admin Portal → {AdminPortal:BaseUrl}/view/forms/triage-images/{PdfBlobName}
Open the job in Prime → job's Prime URLBooking outcome slot
| # | Sent when | Booking outcome text |
|---|---|---|
| CM1 | Domestic, fence only — or domestic, 1 room, not a wet area, no Specialist Report allocation | A Desktop VA booking link has been sent to the insured. |
| CM2 | Domestic, not fence only, wet area or 2–3 rooms — or commercial, 1 room (or fence only) | A Field Quotation booking link has been sent to the insured. |
| CM3 | Domestic, not fence only, 4+ rooms / extensive damage — or commercial, 2+ rooms | A Complex Quotation booking link has been sent to the insured. |
| CM4 | Domestic, 1 room, not a wet area, not fence only, with a Specialist Report allocation (not Cancelled). Nothing is sent to the insured. | It has been identified that a specialist report and Desktop VA are required to progress the assessment of this claim.<br>Please arrange for these to be booked. |
| CM5 | Multi-unit/strata claim (multiple dwellings, responsible for multiple units) | This is a multi-unit/strata claim - no booking link has been sent. Please arrange bookings for the affected units: (then a Unit / Name / Phone / Email table of the tenants) |
| CM9 | The booking step failed (e.g. the allocation sync failed on a 1-room claim). Retried later; status stays "Insured Triage Complete". | The booking link could not be created automatically. It will be retried - check the job before arranging a booking by hand, so the insured isn't sent two. |
| CM10 | No rule matched — answers the form can't normally produce (e.g. an old saved form with no room count) | No booking link has been sent to the insured - the answers didn't match a booking rule. |
Make safe note slot
Only when the customer answered "Yes – and a make safe has not been arranged to my knowledge". Which note is decided by whether an after-hours make safe phone call was actually raised (ethFormTriage.MakeSafePhoneCallID), not by the clock alone.
CM6 — business hours, no phone call (red banner, case manager to action)
Make Safe is required
The customer has asked for emergency assistance to make the property safe and/or prevent further damage, and is not aware of a make safe having been arranged. Please arrange the make safe.
CM7 — after hours, phone call raised (grey note, for information)
The customer asked for emergency assistance to make the property safe. As the form was submitted outside business hours, a make safe phone call has been raised for the on-call team - no action is needed from you for the make safe. View the make safe call →
{AdminPortal:BaseUrl}/phonecall/{id}
CM8 — after hours, no phone call recorded (red banner, case manager to action) — the call failed, or its background retry landed after this email
Make Safe is required
The customer has asked for emergency assistance to make the property safe and/or prevent further damage, and is not aware of a make safe having been arranged. The form was submitted outside business hours, but no after-hours make safe phone call had been recorded when this email was sent. Please check with the on-call team and make sure the make safe is being actioned.
Full example — CM6 with a Field Quotation
Subject: J048213 - Mitcham VIC - Triage form submitted Attachment: Triage-Summary-J048213.pdf
Make Safe is required
The customer has asked for emergency assistance to make the property safe and/or prevent further damage, and is not aware of a make safe having been arranged. Please arrange the make safe.
The customer has completed the triage form for Job J048213.
14 Banksia Crescent Mitcham VIC 3132
A Field Quotation booking link has been sent to the insured.
A summary of the customer's answers is attached, and has also been filed against the job in Prime along with any photos they submitted.
2. Case manager — incorrect property details (SR1)
Sent instead of the completion email when the customer answers "No – something isn't right" on the Welcome step. The form ends there, so there is no PDF. An internal note is also added to the Prime job.
- To: the job's case manager;
quotes@ethosbuilding.com.auif none. - Subject:
J048213 - Mitcham VIC - Triage form: incorrect property details - Attachment: none
A customer indicated during the triage form for Job J048213 that the property/job details on file are not correct.
14 Banksia Crescent Mitcham VIC 3132
No further triage information was collected - please review and follow up directly with the customer.
3. Make safe team — restoration make safe (MS1)
Sent alongside the case manager email when the insured answered "Yes - and a make safe has not been arranged to my knowledge" in business hours, whatever the damage type (AB#2050). After hours the make safe phone call goes to the on-call team instead, and this email isn't sent.
- To:
makesafe@ethosbuilding.com.au - Subject:
J048213 - Mitcham VIC - Restoration make safe required - Attachment: none
Dear make safe team,
The insured has now completed the triage form and based on their responses, a restoration make safe maybe required. Please review the file and make contact with the insured to determine the best course of action.
Thank you
To confirm before deploy
- "maybe required" in MS1 is word for word as supplied — should it be "may be required"?
- PDF attachment — the completion email attaches the PDF and links to it in the Admin Portal. Keep both, or link only?
- Wet area with 4+ rooms matches both the Field and the Complex condition on the process diagram; it gets Complex (CM3).
- Commercial, fence only has no room count, so neither commercial rule applies; it gets Field (CM2).
- MS1 trigger — sent only when a make safe was requested in business hours (AB#2050); water, flood and sewage claims no longer trigger it on damage type alone.