Cases
Create cases
Open a case by hand, from a conversation in the inbox, from a contact's record, or let your agent open one with the Create case action.
A case needs only two things to start: a requestor (the customer it's for) and a title. You can open one in four places, and your AI agent can open them for you during a conversation.
| Where | Requestor | Linked conversation | Shown as opened |
|---|---|---|---|
| Cases page | You pick it | None | By your team |
| Inbox | Filled in | The conversation you're in | From the inbox |
| Lead record | Filled in | None | By your team |
| Your agent | The customer in the chat | The conversation it's in | By your AI agent |
The Opened by filter on the Cases page uses this to separate cases your agent opened from cases your team opened.
Open a case by hand
Start a new case
On the Cases page, click New case.
Pick the requestor
Under Requestor, search your contacts by name, email or company and pick the customer this case is for.
Describe the work
Enter a Title — what needs to happen — and, optionally, a Description: what the customer reported, what's been tried, and what done looks like.
Set the details
In the sidebar, choose a Case type (if your workspace has any), the starting State, the Priority, an Assignee and any Tags. You can type a new tag name to create it on the spot.
Open the case
Click Open case. The case page opens straight away.
New cases start in your workspace's default state at Normal priority unless you change them. Custom fields — including a case type's own fields — are filled in on the case page once it's open.
The requestor must already be a contact. Everyone who messages you on a channel is saved as one automatically; for anyone else, add them first on the Leads page with New lead.
Open a case from the inbox
When a conversation turns into follow-up work, open the case right from the chat.
Open the conversation
In the Inbox, open the conversation.
Create the case
In the conversation's side panel, find Cases and click Create case. The requestor is filled in, and the case is linked to this conversation.
Fill in the rest
Add a title and any other details, then click Open case.
If a case already exists for this work, click Link to a case instead, search by case number or title, and pick it. The conversation is added to that case's Conversations tab. The Cases section then lists every case linked to the conversation, with its number, title and state.
Open a case from a contact
Open a person's record on the Leads page and go to the Cases tab. It lists every case where they're the requestor. Click Create case to open a new one with them already filled in.
Let your agent open cases
Add the Create case action so your agent opens cases itself when a request needs follow-up work after the chat — a refund to process, a bug to investigate, or anything it can't finish in the conversation.
When the agent opens a case:
- The customer it's talking to becomes the requestor, and the conversation is linked automatically.
- The case starts in your default state, at the priority you set on the action.
- If the action is linked to a case type, the case gets that type, and details the agent collects fill the matching fields. Anything without a matching field is added to the description.
- The agent tells the customer the case number so they can refer back to it.
You can add more than one Create case action — for example one for refund requests and one for bug reports — each with its own instructions, priority, case type and details to collect. See Create case to set it up.
Testing the action in the Playground checks the details but doesn't open a real case.
When you can't open a case
New cases count against your plan's allowance for the billing period. When it's used up, opening a case shows how many you've used and points you to Settings → Billing to upgrade. If your agent hits the limit, no case is opened — the conversation is passed to your team instead, and the agent tells the customer the team will follow up. See Cases overview.