Track follow-up work with Cases

Some requests need a fix, a check with finance or a reply next week. A Case gives that work an objective, an owner and the conversations that started it, so nothing depends on someone's memory.

Create a Case from a conversation#

1. In Inbox, open the Conversation menu in the composer. In AI Chat and agent conversations, open Chat settings in the composer.
2. Choose Track work from this chat.
3. On Existing cases, search the active Cases and select Link next to one. Or open New case, enter a Title, a Priority and an optional Description, and select Create case and link chat.

The conversation is linked to the Case and stays where it is.

Create a Case directly#

Open Cases, select New Case and fill in:

Select Create Case. A new Case starts as Open, with Normal priority unless you choose another.

Work the Case#

Each Case has a number, such as #123, that counts up in your workspace. Its page has:

Everything under Case settings saves as soon as you change it (Autosave on). The title and description have their own Save title and Save description buttons. Use Pending when the work is waiting on someone, inside or outside your team.

Notes and activity#

Under Internal notes, write notes with headings, lists, links and checklists, up to 20,000 characters each, and select Add internal note. Notes are visible only to workspace members, and customers never see them.

Activity records who changed what, and when, such as "Case created", "Conversation linked" and "Internal note added".

Linked conversations#

A Case can link AI Chat conversations, AI Agent conversations and Inbox conversations. Select Add conversation and pick one from the AI Chat, AI Agent conversation or Inbox tab. Open a linked conversation for a read-only preview, or select View conversation for the full screen.

To unlink a conversation, remove it from the Case and confirm Remove link. The conversation itself stays where it is.

Find Cases#

The Cases list filters by search, Case number (with or without the #), status, priority and assignee, and shows Active Cases, Archived Cases or All Cases. The Dashboard counts open Cases under Needs attention → Open Cases.

To remove a Case, choose Delete Case from its row menu. Its linked conversations stay available.