> For the complete documentation index, see [llms.txt](https://docs.rubica.au/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.rubica.au/workflow/client-requests/packs-a-key-date-and-steps-that-follow-the-job.md).
# Packs: a Key Date and Steps That Follow the Job
Turn a client request into a pack: a banner with the key date and status read live from the job, and steps that show, open and fall due as the job moves. Worked example: an implementation pack for a c
A **pack** is a client request that reads the job it sits on. The client's page opens with a banner showing the date they're working towards, where things are up to, and a countdown. Steps can stay hidden until they apply, open only after another step is done, and fall due from the moment they open or from a status on the job. When you change the date or status on the job, the client's page changes too, and you can email them a short update.
This guide builds an **Implementation Pack**: the pack you send once a client accepts their advice, so they can sign their forms and send what the providers need. Use the same steps for anything with a date the client works towards, such as a settlement, an insurance underwriting deadline or an end-of-financial-year contribution.
What the client sees. All names shown are examples.
{% hint style="info" %}
A pack is a normal [client request template](/workflow/client-requests/building-a-client-request-template.md) with its **Pack** tab turned on. Everything else (steps, the email, reminders, what happens when it comes back) works as it does for any client request.
{% endhint %}
## Before you start: a date (and a status) on the job
The banner reads its date from a field. For an implementation pack, the job needs:
| Field | Type | Example values |
| ------------------------------------ | -------- | ------------------------------------------------------------------------------------------------- |
| **Implementation Date** | Date | When the advice should be in place. |
| **Implementation Status** (optional) | Picklist | *Advice accepted*, *Paperwork sent*, *Paperwork signed*, *Submitted to providers*, *Implemented*. |
The date can also come from the household, such as its **Next Review Date**. If your jobs don't have a suitable field yet, ask us and we'll add it. If you don't see a **Pack** tab in the builder, ask us to turn packs on for your firm.
## 1. Build the steps
Open **Settings → Checklist Templates**, click **New template** and add the steps as usual. See [Building a Client Request Template](/workflow/client-requests/building-a-client-request-template.md). For the example:
| # | Step | For | Type |
| - | ---------------------------------------------- | ---------------------- | --------------- |
| 1 | Accept your advice | Client, one per client | Acknowledgement |
| 2 | Sign your application forms | Client, one per client | Action |
| 3 | Upload your signed forms | Client | Document |
| 4 | Upload certified ID | Client, one per client | Document |
| 5 | Tell your employer about your new super fund | Client | Action |
| 6 | Check the signed forms and submit to providers | Team | Task |
| 7 | Confirm every recommendation is in place | Team | Task |
An **Action** step is something the client does outside the page, such as signing forms or calling their employer. They tick it off when it's done, and it doesn't need checking by your team. Under **Tick box**, write what they're confirming, such as *I have signed my application forms*.
## 2. Turn on the pack and set the banner
Open the **Pack** tab and tick **On**.
| Setting | What it does |
| ---------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Name** | What the date is called on the banner, such as *Implementation*. The client sees *Implementation: Tuesday 8 December*. |
| **Date** | The field the date comes from, such as **Job: Implementation Date**. |
| **What kind of date** | Optional. A picklist shown in brackets after the date, such as *(estimated)* or *(booked)*. |
| **Status** | Optional. A picklist shown as a chip on the banner, such as *Paperwork signed*. |
| **Urgent from (days before)** | How many days before the date open steps turn urgent. The client sees a red stretch on the timeline, reminders go more often, and your team gets a task. |
| **Steps due (days after sending)** | When steps are due if a step doesn't set its own due date. |
## 3. Tell the client when things change
Under **Telling the client about changes**, tick **Email the client when the banner changes**. Then choose what sends an email: **When the date moves**, and which statuses. For the example, *Submitted to providers* and *Implemented* are worth an email. *Paperwork signed* isn't, because the client already knows.
Leave **Subject** and **Email** blank for the standard short update, or write your own with the merge fields shown. Changes made within 10 minutes of each other go out as one email. Only a person's edit sends an email: changes from imports and integrations are logged on the job, but the client isn't emailed.
## 4. Who the client contacts, and who hears about it
All names shown are examples.
* **Contact on the client's page**: tick **Show a team instead of one person** to show, say, *The Advice Team* with your shared email, instead of the job owner.
* **Accept button reads** and **Ask again button reads**: rename your team's review buttons, such as *Checked* and *Needs fixing*.
* **Urgent steps: task for**: who gets a task when steps go into the urgent window, such as the **Adviser**. Leave it as **The job owner** otherwise.
* **Client leaves a note: alert**: who's told when the client adds a note to a step.
* **Urgent reminders every (days)**: how often reminders go inside the urgent window. **Reminders** must be turned on.
Click **Save template**.
## 5. Make steps follow the job: Pack rules
Back on **Steps**, each step has **Pack rules**. Click it to open them.
| Rule | What it does | In the example |
| ----------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Show when** | Show the step only when a field on the job or household has a value. It's checked each time the client opens the page, so changing the job changes the pack without sending it again. | *Upload your signed forms* shows when **Document Signing** **is not** *Electronic*. *Tell your employer…* shows once **Implementation Status** includes *Submitted to providers* or *Implemented*. |
| **Opens** | Keep the step locked until another step is done, either **once the client has done it** or **once the team has checked it**. | *Upload your signed forms* opens after *Sign your application forms*. |
| **Due** | When the step is due: a number of days after **the pack is sent**, after **this step opens**, or after **the status reaches** a value. Add **urgent** days to set this step's own urgent window. | *Sign your application forms* is due 5 days after the status reaches *Paperwork sent*. *Upload your signed forms* is due 2 days after it opens. |
| **Save to** | Copy the client's answer, or the date they did it, onto a field on the job. | Not used here. It could save the date the forms were signed. |
| **Link** | For a saved answer, turn it into a link, such as a tracking number into the carrier's tracking page with `{{answer}}`. | Not used here. |
| **Learn more** | A link to a guide page or PDF, shown under the step. | Not used here. It could link to a guide on certifying ID. |
| **Second button** | For an Action step, a second button such as *Already done*. | *Tell your employer…* has *Already done*. |
| **Library tag** | Tag the step so your team can add it to a job's pack with one click. See [Library buttons](#library-buttons). | Not used here. |
Instructions can use the job's and household's fields, such as `{{Job.Implementation_Date__c}}`, and `{{Banner Date}}` and `{{Banner Status}}`.
{% hint style="info" %}
When a step for the whole household (not **One per client**) opens after a step that is **One per client**, it waits for **everyone's** copy. In the example, *Upload your signed forms* opens once both clients have ticked *Sign your application forms*.
{% endhint %}
## 6. Use it on a job
Add the template to the client's implementation job as you'd add any checklist. See [Sending a Client Request](/workflow/client-requests/sending-a-client-request.md). The checklist shows a **banner panel** at the top, with the date and status you can change from there.
All names shown are examples.
On the list, a step that won't show yet is greyed out with the reason, such as *Shown when Implementation Status includes Submitted to providers*. Click **Send to client** when you're ready.
### Changing the date or status
Change the **Date** or **Status** in the banner panel and click **Save**. With **Tell the client** ticked, the client gets the short update email (if the template sends one for that change). Untick it for a quiet edit: the change is logged on the job and the client's page shows it, but no email goes out.
You can also change the fields on the job itself. A person's edit there emails the client in the same way.
### Library buttons
A library button on the job adds extra steps to the pack, such as a provider's own form when the client needs it. Under **Pack → Library buttons on the job**, click **+ Add a library button** and give it the same tag as the steps it should add (set under each step's **Pack rules → Library tag**, in any template). The client sees the new steps straight away.
## What the client sees
The banner sits at the top of the client's page: the date, a countdown, the status, and a timeline from today to the date with when their steps are due and when things turn urgent. Steps open in order. A locked step says what it's waiting for, such as *Opens after step 3*, and its due date appears once it opens.
