Creating cases

The cases are customer intents that require further action by your company or respondents. The cases are generated automatically by chatbots or manually by agents.

To create a case manually, go to the case group's CASES page and click CREATE CASE.

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Under the HUMAN, enter the contact info of the customer.

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If the customer is using a representative, enable the toggle in the Representative field and enter the known contact info for both the customer and the representative.

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Under the CASE DETAILS section, enter the details of the case.

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Once the case info is complete, click CREATE CASE.


What’s Next