Cases Overview
A case is a container for a piece of structured business work that the assistant identifies during a conversation, such as a decision, an action, or a change to a record like an order. Where a conversation is the full back-and-forth with a customer, a case is the tracked record of the work that came out of it. Every case is linked to the conversation that drove it, and you can move between the two in one step.
Cases open automatically. You do not create them by hand. The first time the assistant produces a new kind of structured work, that kind becomes a case type, and you decide whether to keep tracking it under Case tracking in settings.
The Cases page
Section titled “The Cases page”Open Cases from the sidebar under Operations. It lists your cases with a search box at the top where you can search by customer, case type, or order.
- All shows every case regardless of status.
- Open shows open cases only.
- Resolved shows resolved cases only.
- Attention shows cases that have at least one open attention item. The tab carries a count when there is something waiting.
Closed cases are terminal and appear only under All.
What a case row shows
Section titled “What a case row shows”- A status dot: coloured for an open case, muted for a resolved or closed one.
- The case type, for example “Refund request”.
- The customer, with the account name in brackets when it differs.
- The order or record the case is about, when there is one.
- The business value, shown as a currency amount when the case carries one.
- When the case was last updated.
On the Attention tab, a warning marker replaces the status dot and the row summarises what needs looking at.
Case statuses
Section titled “Case statuses”| Status | What it means |
|---|---|
| Open | The work is still in progress. |
| Resolved | The work reached an outcome. |
| Closed | The case is finished and no further action is expected. |
When a case needs a person
Section titled “When a case needs a person”A case surfaces for your attention in two ways:
- A tool call is waiting for approval. When a guardrail requires sign-off before an action runs, the case shows an approval request. You approve or reject it, either on the case or in the conversation. See Guardrails.
- A case-level alert is raised. For example a case has stalled, a customer asked for a person, or an account needs review. You can acknowledge, resolve, or dismiss the alert.
For how to open a case, read its history, approve an action, or close it, see Working a case.
Case tracking settings
Section titled “Case tracking settings”Case types are discovered automatically, and you manage which ones you track under Settings, then Case tracking.
The page lists each case type with when it was first seen and how many cases opened under it in the last 30 days. Use the Tracked toggle to stop recording a case type you do not want to track; the work still happens, it is just not recorded as a case. New case types appear here automatically the first time that kind of work is handled, and start tracked by default.
You cannot add a case type by hand, since types are discovered from the work itself. You can only stop tracking one, or delete it. Deleting a case type leaves the cases already recorded under it in your history, but they lose the friendly label and show the plain name instead.
The Case overview report
Section titled “The Case overview report”For an aggregated view across all your cases, including volume, resolution rate, time to close, and the cases that need attention most, see Case overview under Insights.