Creating a Withdrawal Template

Withdrawal templates enable you to add details and write messages that are ready and available in the critical moments of a recall/withdrawal. With pre-configured messaging and notification schedules, you can quickly initiate a recall/withdrawal by selecting the necessary template. For further details on creating a withdrawal, see this article. 

In determining how to setup your withdrawal templates, think about the various recall/withdrawal scenarios you want to plan for and consider some of the following questions:

• Do you have different messaging based on the severity or type of product removal (i.e. Class I Recall versus Market Withdrawal)?
• Do you communicate to different individuals or stakeholders based on the type of recall/withdrawal?
• Does the frequency of your communications differ based on the type of recall/withdrawal scenario?
• Do you have escalation contacts you communicate with when a location you’ve contacted hasn’t responded to the recall/withdrawal within a certain timeframe?

Getting Started Creating a Withdrawal Template

1. Navigate to the withdrawal templates listview by clicking on the cogwheel next to Withdrawals in the left navigation.

2.  To create a new template, click the  button in the top right corner.

4. Give your template a meaningful name (i.e. based on the type of recall/withdrawal you intend to use it for).

Configuring Template Attributes

All recall/withdrawal templates have hard-coded default attributes based on industry standard. Some of the default attributes have the ability to be made visible or not visible to responders. As the Community Owner, you can also add custom attributes at the template level to share additional detail to your recall/withdrawal template. Custom attributes can also be marked as required and/or visible to responders if needed.

• Use the Visible to Responders checkbox to toggle visibility of default and custom attributes on or off. 
• Use the Required checkbox to toggle the requirement of data entry when launching a withdrawal
• All attributes will be visible on the withdrawal dashboard page.

Notes and Instructions can be saved to the template and prefilled when initiating a removal.

Configuring Responding Locations Attributes

Responding Locations are locations that you want to respond to the recall/withdrawal notification by entering quantities of removed product. 

For each location category (i.e. Distribution Facility or Restaurant) custom attributes can be configured for users from these locations to complete when they're responding to a recall/withdrawal. After adding a Responding Location category within the template, you can configure custom attributes for that specific location category. This means that if internal locations categorized as Distribution Facility and Restaurant are expected to respond to recalls/withdrawals, separate custom attributes can be set for each of the responding locations.

• Use the Visible to Responders checkbox to toggle visibility of default and custom attributes on or off. 
• Use the Required checkbox to toggle the requirement of data entry when launching a withdrawal

Customizing Communications

For each location category (i.e. Restaurant) and contact type (i.e. Food Safety), you can configure the methods of communication, the templated messaging, and the communication schedule for that contact.

Location

For locations with a Phone Number, you can opt to call them directly. 

Contacts

Each location can have one or more contacts of each of four contact types (Food Safety, Sales/Operations, Audit/CAPA and Escalation Contacts).

For each of these contacts, you can choose to configure communications by Email, Text Message, and/or Phone Call, in any combination. 

Note: Contacts intended to receive Text Message (SMS) notifications must have a US based mobile number (in the “Mobile” field). Phone call recipients need only have either a “Phone” or “Mobile” number to receive phone communications.

Scheduling Communications

You have three options for how to schedule communications for email, text message and phone calls. Each communication method has its own configurable scheduling cadence. 

1. Call or Send one time when the withdrawal is initiated.

• This option will send an immediate communication when a removal is initiated.

2. Send at certain intervals

• This option provides for both immediate and repeated notifications, based on a selected interval. You can also constrain the notification time window based on a contact’s local time zone. This can be helpful to restrict communications to working hours. 

       3. Send at specific times.

• Allows you to send your message at specific times of day, in a contact’s local timezone. You can select up to 5 specific times (including when a removal is initiated). For example, I may want to pick specific times that are outside of a store’s lunch or dinner rush.

Preview Communications

For email, text message and phone call communications you can test your configured messaging using the preview option.

Want to learn more about Recall and Withdrawal Management in Recall + Response? Check out these quick videos or submit a request below.

• Recall + Response Intro and Overview in FoodLogiQ Connect
• Template Creation in FoodLogiQ Connect using Recall + Response
• Recall Kickoff in FoodLogiQ Connect using Recall + Response
• Viewing Locations in FoodLogiQ Connect using Recall + Response
• Exporting Recall Data in FoodLogiQ Connect using Recall + Response