Overview
When a customer contacts you – via email, web chat or telephone – a contact is automatically created.matterin the Contact Center.
A case is the core of all support work: it collects the customer's message, the conversation between customer and agent, and all the information needed to resolve the issue.
This article goes through how a case arises, what roles are involved, and how a case moves through its lifecycle from new to archived.
How to create a case
All customer contacts in Contact Center become a case, regardless of channel:
- E-mail:The customer sends an email to your support address.
- Web chat:The customer starts a conversation via web chat.
- Telephony:An incoming call via a response group or phone number.
When a contact comes in, the case is automatically created with the following information:
- Customer name and contact details
- Channel (e.g. email or chat)
- Date and time
- Subject of the case and first message
If a case is created by an AI agent (e.g. AI-Telefonist or AI-Support Agent), it is marked with the statusEscalatedwhen the AI agent hands over to a human agent.
Roles in a case
Each case in Contact Center has clear roles:
- Request (customer):The person who submitted the request.
- Agent:The person who works on handling the case.
- Supervisor:Can view and administer all cases and follow agents.
- AI agent:Automatically handles incoming cases and can escalate to a human when needed.
Case lifecycle
Each case follows a clear process, from creation to archiving.
Here's an overview of how statuses work in 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 has determined that it needs to be taken over by a human agent.
3. Open
An agent has started working on the case.
4. Parked
The case is paused, for example, while waiting for internal input.
5. Waiting
The agent is waiting for a response from the customer or external party.
6. Solved
The problem is resolved and the customer has received a response. The case remains in the "Resolved" status for 7 days in case the customer returns.
7. Closed
After 7 days without a customer response, the case will be automatically closed.
8. Archived
The night after the case is closed, it is moved to the archive, where it is saved for future reference and statistics.
This is what a case looks like
A case consists of several parts:
- Title:The subject of the case.
- Comments:Messages between customer and agent.
- Internal notes:Visible to the team only – used for internal communication.
- Allocation:Shows who is responsible for the case.
- Channel information:Indicates where the case came from.
Summary
A case in Contact Center represents the entire customer dialogue – from first contact to completed solution.
By following the case statuses, you quickly get a clear picture of what is happening, who is responsible, and whether the customer needs feedback.
The AI agent can streamline much of the work, but it is always the human who has the final say before the case is closed.