Handling a Case
Last updated: 2 Jul 2012
Select a case from the Inbox of the Agent App. The case will open in a new tab, denoted by the contact
name. You will see from the icon next to the contact name if the enquiry came via email or chat.
The status of the case will automatically update from ‘new’ to ‘open’.
To close the case screen and return to the inbox simply select the close ‘X’ icon on the case tab at the
top of the screen. The case will still remain in the inbox if the status is open or pending.
The case tab screen is divided into two parts: the top half is the email/chat exchange that has taken
place; and the bottom half is the response section handling replies.
The response section indicates if the customer is OFFLINE, and the reply will be sent as an email, or
ONLINE, and real-time chat will take place.
The response section includes the ability to import macros, search the knowledge base ‘KB’, add
a note or attachment, and include other recipients in the email exchange. Further information
regarding ‘Macros’ can be find here.
Update the status by clicking on the ‘case status’ options to the left of the case screen.
Update the priority by clicking on the ‘case priority’ options to the left of the case screen.
Assign the case to a group by selecting the ‘Assign to Group’ option to the left of the case screen.
Groups need to be created first in the ‘Admin’ portal (link to another article).
Assign the case to another agent using the ‘Assign to Agent’ option to the left of the case screen. Agents
need to be created first in the ‘Admin’ portal (link to another article).
When working on a case you may want to review previous communications with the customer. You can
do this, within the case, by selecting the ‘other cases’ option above the dialogue history.
Resolve a case by clicking ‘resolve and close’ to the top right of the dialogue history. This will move the
case out of the inbox and to the ‘resolved’ cases section of the Agent App.