# Track follow-up work with Cases

> Give work that outlasts a chat an objective, an owner, internal notes and linked conversations.

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:

| Field | What to enter |
| --- | --- |
| Title | A short, specific objective, up to 200 characters |
| Priority | How quickly it needs attention |
| Description (optional) | Context and what done looks like, up to 5,000 characters |
| Assignees | Members responsible for moving it forward |
| Participants | Other members involved or following along |
| Tags | A few reusable labels |

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:

| Field | Options |
| --- | --- |
| Status | **Open**, **Pending**, **Closed** |
| Priority | **Low**, **Normal**, **High**, **Urgent** |
| Tags | Your own labels |
| Archived | Hides the Case from the active queue |
| Assignees | Who does the work |
| Participants | Who follows along |

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.

<Tip>
Write the objective as what done looks like, such as "Refund duplicate March charge", so anyone can tell when to close it.
</Tip>