Running Cases

A case is one run of a workflow for a customer. This guide covers starting a case, following its progress, completing steps, and putting a case on hold or cancelling it.

Start a case

Go to Workflows. The Cases tab opens.
Choose Start Workflow.
Choose the Workflow.
Pick the contact for each customer on the case. You can create a new contact from here.
Pick a team member for each role, or leave it as Nobody yet. Steps for an unfilled role wait in the Unassigned queue in My Work.
Optionally enter a Title. By default it uses the first customer's name and the workflow.
Choose Start Workflow.

Each customer is emailed a link to their portal as soon as they have something to do. To send it straight away, choose Send Portal Link Now. This replaces any earlier link.

You can also start a case from a contact's Workflows tab.

If no workflows appear, none has been published yet. An owner or admin publishes one from Workflows → Templates.

Find and follow cases

On the Cases tab:

Pick a workflow to see its cases, then switch between Board (cases by stage) and List.
Filter by Status (Active, On Hold, Completed, Cancelled), Stage, Assigned To and Contact.
The list shows each case's stage, how long it has been there, overdue steps, and whether it is waiting on the customer or your team.

Work on a case

Open a case to see its Details and Timeline tabs. The Timeline records everything that happens on the case.

The Details tab has these panels:

Steps: every step, grouped by stage.
From Email: files, answers or new dates a customer emailed, waiting for a person.
Customers: each customer's portal link status (No Link Yet, Link Sent, Opened, Expired or Revoked) and how many reminders were sent.
Team: who holds each role. Choose Reassign to give a role to someone else.
Key Dates: dates for the case, which you can edit.

Complete a step

Open a step to see its details. What you can do depends on the kind:

Task: tick the checklist and choose Mark Done.
Form: choose Fill In on Their Behalf, then Save Draft or Submit on Their Behalf.
Acknowledgement: choose Acknowledge on Their Behalf.
Documents: review each file with Preview, then Accept or Reject… (give a reason for the customer). You can also Move to Another Request… or Remove…. Choose Upload for Them to add a file yourself.
Approval: choose Approve, or Send Back… to choose what needs another look and explain why.

Other step actions:

Claim: take a step whose role nobody holds.
Reassign: give just this step to someone else.
Skip Step: mark it as not needed for this case. It stays skipped even if answers change later.
Retry: rerun an automatic step that failed.

Uploaded files show Checking file… while they are checked for malware. A file that fails shows Failed the security check and can't be opened.

Add a one-off step

Choose Add a Step to add documents, questions or a task to just this case. Set What is needed, the Name, Stage and Who does it, and whether it is Required before the stage can finish.

Manage customer links

In the Customers panel:

Resend Link by Email: emails a new link (active cases only).
Copy New Link: creates a new link you can copy and send yourself.
Revoke Link: stops the current link from working.

Each new link replaces the previous one, which stops working.

Documents and answers by email

If a mailbox has Use for Workflows turned on in Settings → Mailboxes, customers can email files, answers or new dates. These appear in the case's From Email panel and in Review. Choose Add, Add to a Different Request…, Fill In Answer, Change Date or Dismiss.

Whether confident matches are added automatically is set in the Workflow Email Intake card on Settings → Mailboxes: Add Confident Matches Automatically or Always Ask Me.

Put a case on hold or cancel it

Put on Hold: reminders and automatic steps stop, and due dates move out by however long the case is on hold. Choose Resume to continue.
Cancel Workflow: enter a Reason and confirm. Open steps are skipped, portal links stop working and nothing more is sent. This can't be undone. The case is kept until its retention period ends.

See how workflows are performing

The Insights tab shows, for a published workflow over 30 Days, 90 Days or 12 Months:

how many cases were started, completed and cancelled
the median time to finish
time spent in each stage, waiting on the customer versus your team
Where It Stalls: the stages that take longest, run late or get sent back most, and the documents rejected most.

Good to know

Everyone in the account can start and work on cases.
A case runs to the end on the version of the workflow it started on, even if the workflow is changed later.
Customer reminders repeat on the schedule set in the workflow. They pause while a case is on hold and wait until quiet hours end (Settings → Workflows).
There are no notes on cases. The Timeline records what happened.
For your own queue of steps, see My Work. For what customers see, see The Customer Portal.