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Cases

A case is whatever needs follow-up: an order, a complaint, a size exchange. The agent opens it (if it has the Open cases tool) or someone on the team does, from the conversation, with Customer and cases → New. In Cases you see the list, with filters by status (Open, Waiting on customer, Waiting on a third party, Resolved, Closed, All) and a search by subject, customer or number.

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A case

Each case has a number, a type (order, complaint…), and:
  • Status: New, Open, Waiting on the customer, Waiting on a third party, Resolved or Closed.
  • Priority: Urgent, High, Normal or Low.
  • Assignee: a person on the team, or Nobody.
  • Summary: what the customer needs and what was done.
  • History: who opened the case and each change, whether by the agent, a person or the system.
  • The Customer and the linked Conversations.
Operators and higher roles can change it; viewers can only look.
A Resolved case nobody reopens in 7 days becomes Closed on its own.
When the customer writes again, the agent sees their open cases and can look up earlier ones (with the History tool), so they don’t have to explain everything again.

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Contacts

Contacts lists the customers who wrote to your channels, with their number of open cases. Search by name, phone or email. On a contact’s page you see their Conversations and Cases, and with Edit details you change their Name and Email. The agent saves them too when the customer tells it (with the Contact details tool). On Instagram, the contact shows the customer’s picture and profile.