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.

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

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.

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

Once the case info is complete, click CREATE CASE.

What’s Next