Digest Notifications; call out issues and outstanding tasks

Issue Notifications (Runbooks)

Daily digest sent to any admin who opts in, alerting them to potential 'issues' their runbooks — skipped events, overdue comms, new hires who haven't been assigned to a runbook and any manager changes in the last 24 hours. Opt-in is individual; being on the owning team doesn't automatically subscribe you. By opting in, members will only be notified about runbooks they're part of the 'owning team' for.

This is a daily (24 hour) recap, so the issues won't be repeated.

If an organisation doesn't have an 'onboarding runbook', the 'New Hires – Not Assigned to a Runbook' won't show. From this digest message, admins can head straight to the user's runbook and investigate why (missing collaborator, for example), and either assign a collaborator and resend. With manager changes, the collaborator role of manager would have changed (via webhook with the HRIS), however Kin doesn't make a decision to re-send comms to the new manager, we leave that to the team's discretion. You can always manually re-send messages by doing the following (the runbook needs to be active to be able to do this);

Recurring Reminders (Runbooks, a.k.a. Collaborator Digest)

A recurring digest sent to runbook collaborators summarising their outstanding tasks and, with one click, enables them to complete. This is delivered by Slack, and the tasks don't disappear until they're completed, which should improve the employee experience as collaborators are encouraged to complete tasks. By toggling this on for the organisation, all collaborators will be included by default and there is no way to 'opt out' of these reminders.

New Agent Conversation Reply Notifications

Personal opt-in notification. When toggled on, the user receives a Slack message whenever someone replies to a service desk conversation they're assigned to. Purely a Service Desk feature, and nothing to do with Runbooks. This is helpful if a team member doesn't 'live' in the platform, so needs active alerts to replies. This might be too much noise for a team member who's day-to-day is within Kin itself.