Cases · Early access
The chat ended. The work didn’t.
Some requests need a fix, a check with finance, or a reply next week. Cases give that work an objective, an owner, and the conversations that started it.
Get early access- Created from the chat in one step
- Owners, participants, and private notes
- Every related conversation linked
“We’ll get back to you” is a promise.
A customer reports a duplicate charge on Friday. Finance needs to confirm it, and the refund lands Tuesday. Without a record, Tuesday’s reply depends on someone’s memory. A Case keeps the objective, the people, and the original conversation together until it’s closed.
Start from the conversation
Choose “Track work from this chat” to open a Case with the conversation already linked. Or attach the chat to a Case that already exists.
Clear ownership
Set assignees for who does the work and participants for who needs to follow it. Everyone knows whose move it is.
Notes the customer never sees
Add internal notes visible only to your workspace: what finance said, what was tried, what to say next.
Open it. Work it. Close it.
Open a Case from the chat
Give it an objective in plain words, like “Refund duplicate March charge”. The conversation comes attached.
Bring in the right people
Assign an owner, add participants, and keep notes as the work moves between open and pending.
Close it with the history intact
Mark it closed when it’s done. The activity history and linked conversations stay for the next person who asks.
For anything that needs a second step.
If the answer is “let me check”, it belongs in a Case.
Billing and refund exceptions
Track the request from the customer’s message to the confirmed refund, with finance’s notes along the way.
Onboarding blockers
When a new customer is waiting on your team, give the blocker an owner so it doesn’t wait a week.
Client requests
Turn an enquiry into tracked work, with the intake conversation and form details one click away.
Escalations from a live chat
An operator takes over in Inbox, then opens a Case for the part that can’t be solved today.
Everything the next person needs.
A Case is a single record of what’s being done, by whom, and why.
- Numbered Cases with an objective
- Each Case has a number to reference and a short statement of what done looks like.
- Open, pending, closed
- Three statuses show whether work is moving, waiting on someone, or finished.
- Linked conversations
- Reference the AI Chat, agent, and visitor conversations behind the work. Several conversations can point to one Case.
- Activity history
- See who changed what and when, from the first note to the close.
Questions about Cases
How is a Case different from a conversation?
A conversation is what was said. A Case is the work that follows, with an objective, owners, a status, and notes, linked back to the conversations that started it.
Can one Case cover several conversations?
Yes. Link visitor chats, agent conversations, and AI Chat threads to the same Case when they’re about the same problem.
Can customers see internal notes?
No. Notes on a Case are visible only inside your workspace.
What statuses can a Case have?
Open, pending, and closed. Use pending when the work is waiting on someone, inside or outside your team.
Who works on a Case?
Assignees do the work and participants follow along. Both come from your workspace, and the activity history shows who did what.
Keep every promise you make in chat.
Get early access to Cases and the rest of Help.ai’s support tools.
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