New features coming to Hotline & Case Management

New features are leaving beta in Hotline & Case Management. Each one takes a piece of that administrative work off your desk. Check your settings page once they are live to enable them.

What's new

AI Case Summaries. Creates a scannable summary at the top of each case and updates with every action so it’s always up to date. 

AI suggested category. Suggest case categories based on your company’s criteria and the ability to update with a quick confirmation.

Import with AI. Bulk import cases with a CSV or import cases one-by-one with a wide range of file types supported (including emails or screenshots). 

Involved persons. Add the reporter and everyone else named in a report, pulled from your team list or your HRIS. 

Case linking. Link cases in groups so separate reports on the same person or event can be managed as one while maintaining granular permissions. 

Customizable tables. Add, remove, and reorder columns: status, owner, category, tags, reporter, involved persons, source, linked cases, and any reporting field your team creates. It's set per admin, so your view is unique to you.

Due Date. An internal SLA for case review. This will be visible and filterable on the cases table and can trigger notifications.

Days open. The number of days between a case being open and closed. Importantly, this metric only applies to cases that move from open to closed.

Cases Status Improvements. More generalized statuses to accommodate a broad range of case workflows.

Additional features

Talk with your rep for details on these two exciting features that aren’t generally released:

Sync with a connected system. Sync or push cases into other systems, helping teams stay in sync when using two different case management softwares. 

Advanced routing. Additional automations to assign complex rules to each case category.

Compliance in the loop, as always

The agents handle the administration. You handle the decisions.

Ready to turn them on or demo? Let's talk.