Cases App
An AI-integrated industrial case management system — customers create support cases via the app, email, or live chat. AI instantly extracts information from images, PDFs, and text to pre-fill case details, and agents resolve issues faster with AI-powered suggestions and a unified workspace.
🤖 AI-Powered Case Intelligence
When a case is created (whether via app, email, or chat), AI automatically enriches it:
| What AI Does | How It Helps |
|---|---|
| Analyzes images & attachments | Detects equipment issues, extracts text from PDFs via OCR, identifies error codes and warnings |
| Parses email & description text | Extracts key information from natural language, identifies problem keywords, determines urgency from tone |
| Auto-fills case fields | Pre-populates Case Type, Priority, Tags, Summary, Asset Serial Number, System ID, and Organization |
| Generates a summary | Creates a concise 1-2 sentence summary so agents understand the issue at a glance |
| Suggests resolutions | Surfaces relevant knowledge base articles, similar resolved cases, and troubleshooting steps |
Real example — what AI does with an incoming email:
Customer Email:
From: john@industrialco.com
Subject: CRITICAL - Assembly line stopped! Equipment SN-EQ-2024-445 not responding
Attachments: error_log.pdf, line_photo.jpg
AI Processes:
→ Detects "CRITICAL", "stopped", "not responding" → Priority = HIGH
→ Extracts "SN-EQ-2024-445" → Asset Serial Number
→ Reads error_log.pdf → Extracts error codes and timestamps
→ Analyzes line_photo.jpg → Identifies equipment damage patterns
→ Generates Summary: "Assembly line halted due to equipment malfunction.
Error codes in logs indicate potential motor failure."
→ Auto-Tags: equipment-failure, production-downtime, critical-priority
Result: Agent receives a complete, pre-filled case with full context.
📡 Channels
Cases can be created and managed through multiple channels — all arriving in the same unified Cases List:
| Channel | Status | How It Works |
|---|---|---|
| Web App | ✅ Available | Create cases directly in the platform via the + button |
| ✅ Available | Send an email to your support address — case created automatically with AI extraction | |
| Chat | ✅ Available | Real-time AI chatbot with seamless live agent handoff |
| 🔜 Coming Soon | Create and update cases via WhatsApp messaging |
Regardless of which channel a case originates from, it appears in the same workspace. Agents never switch between tools.
💡 Email replies to an existing case are automatically added to the same thread. The system recognizes the Case ID in the subject line and never creates a duplicate.
💬 Chat — AI Chatbot & Live Agent Handoff
Customers can get instant help through a real-time AI chatbot — with a seamless transition to a human agent when needed.
🤖 AI Chatbot (First Line of Support)
Customers start a live chat directly from the app or website. The AI chatbot handles the first interaction.
| Capability | How It Helps |
|---|---|
| Instant responses | Answers customer queries in real time — no waiting |
| Natural language understanding | Understands questions typed in plain English |
| Troubleshooting guidance | Provides step-by-step solutions using knowledge base and past cases |
| Context awareness | Remembers conversation history within the session |
| Multi-topic handling | Assists with technical issues, billing, general queries, and more |
💡 The AI chatbot uses the same intelligence layer as the case system — including product documentation, previous cases, and FAQs.
🔁 Escalation to Human Agent
If the AI cannot resolve the issue, the customer can request help from a human agent.
Step 1 — Smart Pre-Transfer Questions
Before transferring, the AI collects key information to route the case correctly:
- What type of support do you need? (System Support / Asset Support / General Inquiry)
- Briefly describe your issue
- (Optional) Upload any relevant files or images
💡 This ensures the human agent receives full context before joining the conversation.
Step 2 — Automatic Case Creation
Before the human agent joins, the system automatically:
- Creates a case with the full chat transcript
- AI extracts and fills: issue details, suggested case type, priority, and tags
- The case is assigned to the appropriate queue and agent
Step 3 — Live Human Agent Chat
Once transferred:
- The human agent joins the same chat in real time
- Agent sees: full chat history, AI-generated summary, and pre-filled case details
- Customer continues the conversation without interruption
- Agent can use AI suggestions while chatting and update case status directly
Chat Flow Summary
| Stage | What Happens |
|---|---|
| Customer starts chat | AI responds instantly |
| AI resolves issue | No case needed (optional logging) |
| AI cannot resolve | Escalation triggered |
| Pre-transfer questions | Context collected from customer |
| Case created | Full details auto-filled from chat transcript |
| Human joins | Continues the same conversation |
| Resolution | Case updated and closed |
Chat Benefits
- Instant 24/7 support — AI chatbot is always available
- Smarter escalation — human agents receive full context, never start from scratch
- Automatic case creation — no manual entry when escalating
- Seamless transition — customers never repeat themselves
- Faster resolution — AI handles routine queries, agents focus on complex issues
📝 Creating a Case
Path 1: Via the Web App
- Log into the platform and open the Cases app
- Click the + button on the Cases List
- Fill in the case form and click Submit
What does each field mean?
| Field | Description |
|---|---|
| Title | Brief description of the issue (e.g., "Bearing failure on Production Line A") |
| Description | Detailed explanation of the problem (e.g., "Hearing strange noise, unit shutdown automatically") |
| Asset Serial Number | The equipment/machine affected (e.g., "SN-EQ-2024-445") |
| System ID | The system or facility ID (e.g., "Sys12") |
| Priority | Low, Medium, or High |
| Case Type | Technical Support, General Inquiry, RFQ, Warranty, or Technical |
| Tags | Optional labels for filtering (e.g., "urgent", "billing-related") |
| Attachments | Upload images, PDFs, technical docs |
The system validates all required fields and creates the case immediately. AI then enriches the case automatically (see AI-Powered Case Intelligence above).
Path 2: Via Email
Customers can create cases by simply sending an email to your support address. No forms, no portal — just send an email.
- Customer sends email to your support address (e.g.,
support@yourcompany.com) - System automatically captures the email and creates a case
- AI processes the email, images, and attachments (see AI-Powered Case Intelligence above)
How the email maps to the case:
- Subject line → becomes the case title
- Email body → becomes the case description
- Sender info → customer name and email extracted
- Attachments → preserved (images, PDFs, technical docs)
Example email:
To: support@yourcompany.com
Subject: Hydraulic pump malfunction - Serial SN-2024-001-PUMP
Body:
We're experiencing issues with the pump on Line A.
It stopped responding this morning around 9 AM.
See attached images for more details.
Attachments: pump_failure_1.jpg, pump_failure_2.jpg, technical_specs.pdf
💡 Subsequent email replies are automatically added to the same case thread. The system recognizes the Case ID in the subject line and never creates a duplicate case.
Path 3: Via Chat
Customers can start a live chat from the app or website. If the AI chatbot cannot resolve the issue:
- AI collects key details (support type, issue description, optional file uploads)
- A case is automatically created with the full chat transcript, extracted details, and AI-suggested type/priority/tags
- The case is assigned to the appropriate queue and agent
- The human agent joins the same chat with full context — customer never repeats themselves
💡 See Chat — AI Chatbot & Live Agent Handoff for the full chat flow.
Path 4: From an Asset or System Page
When viewing an asset or system detail page, you can create a case directly from it:
- Open the asset or system you need support for
- Click the Cases tab or the Create Case action
- The case form opens with the Asset Serial Number and System ID pre-filled
- Complete the remaining fields and submit
💡 This is the fastest way to create a case when you're already looking at the equipment — no need to type the serial number or system ID manually.
🔔 Notifications & Case Visibility
For Customers
- Immediate confirmation email — sent within seconds of case creation
- Includes: Case ID, brief summary, link to check status
- Case visible in customer dashboard — log in anytime to see full case details, conversation history, and status updates
- Status update emails — sent whenever an agent updates the case
- Closure notification — includes case summary, solution details, and option to reopen
For Agents
- Immediate notification — "New Case Assigned" with all pre-filled information and customer contact info
- Case appears in agent queue — pre-filled fields ready to review, conversation thread prepared for replies
📊 Case Status Lifecycle
| Status | Meaning |
|---|---|
| Open | Case has been created and is active |
| In Progress | Agent is actively working on the issue |
| On Hold | Waiting for customer info, parts, or external input |
| Closed | Issue resolved |
| Reopened | Customer replied after closure — issue not fully resolved |
Every status change triggers an automatic notification to the customer and is logged with a timestamp. Analytics track how long cases spend in each status.
🖥️ Agent Workspace
When an agent opens a case, the workspace shows everything needed to resolve the issue:
| Panel | What It Shows |
|---|---|
| Case Information | Case ID, title, customer name and contact, asset serial number, system ID, priority, case type, tags, creation time |
| Conversation Thread | Customer's original message, attached images/documents, previous replies, full conversation history |
| AI Suggestions | AI-powered reply suggestions, relevant knowledge base articles, related cases from similar issues, customer history, linked asset information |
Replying to a Customer
- Review the case details, attachments, and AI suggestions
- Optionally click "Ask AI" for troubleshooting help (see below)
- Compose your reply — combining AI suggestions with your expertise
- Click Send Reply
- Customer receives the reply via email immediately
Customer Can Reply (Multiple Ways)
Customers can continue the conversation through any channel:
- Reply via email — system recognizes the Case ID in the subject and adds the reply to the same thread (never creates a duplicate)
- Reply via web app — open the case, click Reply, type response, submit
💡 Whether the customer replies via email or app, it's always the same case thread. No duplicates, no lost context.
🤝 Agent Collaboration
Agents can collaborate with specialists directly within a case:
- Type @Name in the Comments tab to mention a colleague
- The mentioned specialist receives a notification with full case context
- The specialist reviews the case and replies in the same thread
- The original agent uses the specialist's input to respond to the customer
💡 All collaboration happens in one place — no forwarding emails, no creating separate tickets, no context lost.
🧠 AI Assistant for Agents
Agents can ask the AI for help at any time while working a case:
- Click "Ask AI" and type a question (e.g., "What are common causes of bearing noise? How do I troubleshoot?")
- AI returns ranked causes, diagnostic steps, relevant knowledge base articles, and links to documentation
- Copy the AI suggestion, personalize it with the customer's specific context, and send the reply
AI knowledge sources: Product documentation and manuals, previous resolved cases, technical specifications, FAQ databases, and industry best practices.
✅ Case Closure & Follow-Up
When an Agent Closes a Case
- Agent updates any final notes and adds a solution summary
- Sets status to Closed
- Customer receives a closure notification email with case summary, solution details, and option to reopen
Case Data is Preserved
- Case history remains searchable forever
- All conversations and attachments accessible for reference
- Analytics updated automatically
- Data used for future AI learning — similar cases benefit from past resolutions
Reopening a Case
If the customer's issue returns, they can reply to the original case email. The system recognizes the Case ID, reopens the case, and adds the new message to the existing thread. The agent sees the full history.
📖 Example: End-to-End Case Resolution
9:00 AM — Customer creates case via email about pump failure
→ AI processes and pre-fills case details
→ Case ID: CAS-2024-001 created
→ Agent receives notification
9:15 AM — Agent reviews case
→ Sees all pre-filled information
→ Asks AI for troubleshooting steps
→ Replies to customer with initial diagnosis
→ Sets status to "In Progress"
→ Customer receives email notification
10:30 AM — Customer sends follow-up email with error logs
→ System recognizes CAS-2024-001 in subject
→ Adds to existing case thread (no duplicate)
→ Agent sees new message and attachments
11:00 AM — Agent reviews new attachments
→ AI extracts info from new images/logs
→ Agent discovers root cause
→ Provides detailed solution steps
→ Sets status to "On Hold" (waiting for customer to test)
2:00 PM — Customer tests solution and replies: "It worked!"
→ Agent sets case status to "Closed"
→ Customer receives closure email
→ Case history preserved for future reference
🔄 Workflows
Resolving a Case with AI Assistance
- Open the case — review the AI-generated summary, pre-filled fields, and attached images
- Click "Ask AI" and type: "What are common causes of packaging machine error lights?"
- AI returns ranked causes with diagnostic steps and links to documentation
- Copy the AI suggestion, personalize it with the customer's specific context, and send the reply
- Customer receives the troubleshooting steps via email
- Customer tries the fix and replies — agent updates status to Closed
Processing a High-Priority Queue
- Open Cases — review the three dashboard charts for queue health
- Use Filter → Status = Open, Priority = High to surface urgent items first
- Open the first critical case — all fields pre-filled by AI, suggestions ready
- Use AI assistant for troubleshooting, send reply, update status to In Progress
- Move to next case — repeat the cycle
- For cases needing specialist input, @mention the right person in Comments and move on
- Check back on On Hold cases later for customer responses
🚀 Setting Up Cases (Administrators)
A typical rollout takes about 4 weeks. Here's what administrators should plan for.
Week 1 — Configuration
- Configure the support email address for your organization (e.g.,
support@yourcompany.com) - Verify email domain routing so inbound emails create cases automatically
- Add support team members and assign roles (Admin, Manager, Agent)
- Review default case fields and add any custom fields your team needs (e.g., downtime duration, equipment model)
- Configure notification preferences (per-case email, daily summary)
Week 2 — Integration & Team Training
- Test the full email-to-case flow: send a sample email, verify case creation, confirm reply threading
- Train agents on the AI assistant — practice asking AI for troubleshooting help and using suggestions in replies
- Demonstrate @mention collaboration for specialist escalation
Week 3 — Pilot
- Begin accepting live cases from a subset of customers
- Collect feedback from agents: what's working, what needs adjustment
- Fine-tune case fields, automation rules, and team assignment
Week 4 — Full Launch
- Route all support through the Cases app
- Set up manager dashboards for queue visibility and SLA tracking
- Schedule weekly case review meetings for the first month
📋 Cases List
The Cases List shows all cases available to you (10 visible per page by default). Cases can originate from the platform, email, or chat — all appear in the same list.
What does each column mean?
| Column | Description |
|---|---|
| Case Id | Unique numeric identifier for the case. Click the row to open the full case detail. |
| Title | Subject or description of the case. |
| Case Type | Category: Technical Support, General Inquiry, RFQ, Warranty, or Technical. |
| Tags | Color-coded label badges. Shows N/A if none applied. |
| Organization | The organization associated with the case. |
| Channel Source | How the case was created: APP, EMAIL, or CHAT. |
| Priority | High (red), Medium (orange), or Low (gray). |
| Created Date | Date and time the case was first created. |
| Status | Open (green) or Closed. |
What do the controls do?
| Control | Description |
|---|---|
| 🔍 Search | Search by title, case ID, or organization |
| ⚡ Filter | Narrow by type, status, priority, or channel |
| ⊞ / ☰ / ⊡ | Card, list, or density view |
| + | Create a new case |
| Request Data | Export the case list |
🔍 Case Detail View
Click any row to open the detail view. Two cards at the top, two tabs below.
Case Details Card (Left) — what does each field mean?
| Field | Description |
|---|---|
| Title | Subject of the case |
| Case Number | Unique ID |
| Status | Open or Closed |
| Priority | High, Medium, or Low |
| Case Type | Category of the issue |
| Case Subtype | Specific classification within the type |
| Summary | Description or notes |
More Information Card (Right) — what does each field mean?
| Field | Description |
|---|---|
| Created Date | When the case was submitted |
| Assigned Queue | Support queue (e.g., "Tier 1 Support") |
| Assigned User | Agent responsible for this case |
| System Id | Linked system |
| Organization Id | Customer's organization |
| Asset Serial Number | Linked asset serial number |
Edit Case Dialog — what does each field mean?
Click the ✏ ️ pencil icon (top-right) to open.
| Field | Description |
|---|---|
| Status | Open or Closed |
| Priority | High, Medium, or Low |
| Case Type | Change the category |
| Case Subtype | Change the sub-classification |
| Assigned Queue | Route to a different queue |
| Assigned User | Reassign to a different agent |
| Asset Serial Number | Link or update the related asset |
| System Id | Link or update the system |
| Organization Id | Customer's organization |
📬 Activity Feed Tab
Chronological log of all events and communications. Each entry is expandable.
What does each field mean?
| Field | Description |
|---|---|
| Entry title | [Role] Update - [Case#XXXXXXX] [Title] |
| Timestamp | Date and time |
| Email body | Agent reply or notification content |
| Attachment | Files attached to this entry |
| Entry Type | What It Means |
|---|---|
| Agent Update | Agent's reply and any status/field changes. Email sent to customer. |
| Customer Update | Customer's reply or update, with attachments preserved. |
💬 Comments Tab (Internal Only)
Internal team use only — not visible to customers. Use for agent notes, handoffs, and internal discussion.
💡 Comments are posted by pressing Enter. No Send button.
📊 Dashboard
Three pie charts at the top of the Cases page:
- Case Status — Open (🟢) vs Closed (🔴)
- Case Priority — High (🔴) vs Medium (🟠) vs Low (⬛)
- Case Type — Technical Support (🔵), General Inquiry (🩷), RFQ (🟢), Warranty (🟠), Technical (🟣)
💡 Charts reflect all cases across your organization — not just yours.
💡 Best Practices
- Check the Activity Feed before editing a case. Read the full history to understand what's already been communicated before making changes.
- Use Tags consistently. Agree on a tagging convention across your team (e.g., "equipment-failure", "warranty", "billing") to make filtering reliable.
- Saving an edit sends an email immediately. There is no draft mode. Group your changes and save once — each save triggers a customer notification.
- Link Asset Serial Number and System ID whenever possible. Complete asset information makes cases easier to route, prioritize, and resolve.
- Comments are internal only. Customers cannot see comments. Use the Comments tab freely for team handoffs, notes, and internal discussion. Use the Activity Feed to communicate with customers.
- Let AI do the heavy lifting. Use "Ask AI" for troubleshooting steps, and let AI pre-fill fields instead of typing manually.
- @Mention specialists instead of forwarding. Keep all collaboration in one case thread for full context.
⚡ Tips & Shortcuts
| Tip | How |
|---|---|
| Find a case from an email | Search by the Case Number from the email subject line |
| See only urgent cases | Filter → Status = Open, Priority = High |
| Confirm a notification was sent | Check Activity Feed after saving — Agent Update entry confirms dispatch |
| Post a comment quickly | Type in the Comments input and press Enter (no button needed) |
| Identify email-originated cases | Check Channel Source column — EMAIL = auto-created from inbound email |
| Get AI troubleshooting help | Click "Ask AI" in the case detail and type your question |
| Escalate to a specialist | Type @Name in Comments to notify a colleague with full case context |
| Avoid duplicate cases | Replies to case emails are auto-threaded — never create a new case for a reply |
🔗 Related Apps
- 🎧 Support — Support ticket templates and workflows
- ⚙️ Assets — Assets linked to cases
- 📡 Devices — Device data related to case diagnostics
- 🔧 Maintenance — Maintenance plans triggered by case resolutions