Working a Case
Open a case from the Cases list to see everything about it on one page: the request that started it, where it stands now, anything waiting for you, and the full record of what happened. This page walks through the case detail view and the actions you can take.
The case detail page
Section titled “The case detail page”The header shows the case type and account, the current status, an Open conversation button that takes you to the driving conversation, and, while the case is open or resolved, a Close case option.
The page has four tabs.
Overview
Section titled “Overview”The Overview tab is the heart of the page.
- Inbound request shows the message that started the case: the subject, the body, and who it came from.
- Current state tells you who needs to act next, with a plain-language label:
- Needs your attention means something is waiting on you, such as a stalled case, an approval, or a conversation a person has taken over.
- Awaiting customer means the case is waiting on the customer.
- Working means the assistant is actively handling it.
- Resolved or Closed means nothing is needed.
- Approval required appears when a tool call is waiting for sign-off. It explains, in plain language, what the assistant wants to do and why, and shows the details of the request. You can Approve or Reject it here, and give a reason when you reject. See Guardrails.
- Proposed outcome shows what the assistant has decided to do, when it has reached a decision.
A sidebar on the right lists the case details: its type, status, when it opened and resolved, the order or record it is about, the business value, the people involved (contact and account, both clickable), the specialist agents that worked on it, and the driving conversation.
Workflow
Section titled “Workflow”The Workflow tab is a single, time-ordered record of everything that happened: the case’s own milestones (opened, linked to a conversation, an outcome recorded, closed), any identity verification steps, and the per-turn activity showing what the assistant and its agents did. Use it to see exactly how the case reached where it is.
Conversations
Section titled “Conversations”The Conversations tab lists every conversation linked to the case, with a link to open each one.
Related
Section titled “Related”The Related tab shows other cases for the same customer and case type, so you can see the history for that customer at a glance.
Approving or rejecting an action
Section titled “Approving or rejecting an action”When a case shows Approval required, a tool call is paused until a person decides. Review what the assistant wants to do, then:
- Approve to let the action run with the details shown.
- Reject to stop it. You can add a reason. The assistant then continues without that action, and may offer the customer another way forward.
You can also handle the approval from the conversation itself, using the approval card there. Whichever surface you use, both update once you decide.
Handling a case-level alert
Section titled “Handling a case-level alert”When a case is flagged for attention, for example because it has stalled, a customer asked for a person, or an account needs review, the Overview tab shows the alert with the time it has been waiting. You can Acknowledge it to show you are on it, Resolve it once handled, or Dismiss it if no action is needed.
Closing a case
Section titled “Closing a case”Most cases resolve on their own when the work reaches an outcome. To close a case yourself, select Close case. A panel asks for an outcome:
- Withdrawn when the customer dropped the request.
- Expired when a deadline passed without resolution.
Closing a case manually marks it finished without waiting for an automated outcome. Confirm to close it.