Overview

When a customer contacts you – via email, web chat, or phone – a case is automatically created in the Contact Center.

A case is the core of all support work: it collects the customer’s message, the conversation between the customer and the agent, and all the information needed to resolve the issue.

This article explains how a case is created, which roles are involved, and how a case moves through its lifecycle from new to archived.

How a Case Is Created

Every customer interaction in the Contact Center becomes a case, regardless of the channel:

• Email: The customer sends an email to your support address.
• Web Chat: The customer starts a conversation via the web chat.
• Telephony: An incoming call via a response group or phone number.

When a contact is received, the case is automatically created with the following information:

• Customer name and contact details
• Channel (e.g., email or chat)
• Date and time
• Case subject and first message

If a case is created by an AI agent (such as the AI Receptionist or AI Support Agent), it is marked with the status Escalated when the AI hands it over to a human agent.

Roles in a Case

Each case in the Contact Center has clearly defined roles:

• Requester (Customer): The person who submitted the inquiry.
• Agent: The person responsible for handling the case.
• Supervisor: Can view and manage all cases and monitor agents.
• AI Agent: Automatically handles incoming cases and can escalate to a human when necessary.

Case Lifecycle

Each case follows a clear process, from creation to archiving.

Here’s an overview of how the statuses work in the Contact Center:

1. New

The case has just been created and is waiting to be assigned to an agent.

2. Escalated

An AI agent has handled the case but determined that it should be transferred to a human agent.

3. Open

An agent has started working on the case.

4. Parked

The case is on hold, for example, while waiting for internal input.

5. Pending

The agent is waiting for a response from the customer or an external party.

6. Resolved

The issue has been resolved, and the customer has received a response. The case remains in “Resolved” status for 7 days in case the customer replies.

7. Closed

After 7 days without a customer response, the case is closed automatically.

8. Archived

The night after the case is closed, it is moved to the archive, where it is stored for future reference and statistics.

Case Structure

A case consists of several parts:

• Title: The subject of the case.
• Comments: Messages exchanged between the customer and the agent.
• Internal Notes: Visible only to the team – used for internal communication.
• Assignment: Shows who is responsible for the case.
• Channel Information: Indicates where the case originated.

Summary

A case in the Contact Center represents the entire customer dialogue – from the first contact to the completed resolution.

By following the case statuses, you can quickly get a clear overview of what’s happening, who’s responsible, and whether the customer needs a follow-up.

The AI agent can streamline much of the process, but it’s always a human who has the final say before the case is closed.