Create and review a case
This feature is available if the Cases feature has been activated for your account.
In short: You create a case with a title, a template and a linked customer. aishaa then adds to the case automatically from the customer’s messages (via the Update cases workflow), and you upload documents that come in another way yourself. Under To review you accept or reject the items aishaa is not sure about. The completeness shows what is still missing.
Where to find this
Click Cases in the main menu, choose Cases and click New case. From a customer profile, you can also click Create first case under Case; the customer is then already linked. You open an existing case by clicking its row in the overview.
Who: from the Agent role upwards. Viewing is possible from the Viewer role upwards. Cases belong to the whole account.
Creating a case
- Click New case. The New case page opens with the subtitle Create a new case.
- Fill in the Title (required) and optionally a Description.
- Choose the Status: Draft, Active, Closed or Archived. A new case is set to Draft by default.
- Choose the Template, or leave it at No template. Without a template, aishaa does not assess the case.
- Under Customer link, find the customer in Search customer and select them. You see Selected customer: {name}. With Remove link you remove the customer again; it then shows No customer is currently linked to this case.
- Click Create. You see Case created. and the case opens.
The case automatically gets a sequence number. With Cancel you go back without saving.
The New case page with the Title, Description, Status and Template fields and the Customer link block with the Search customer field.
Editing a case
On the detail page, click Edit. You change the same fields as when creating: Title, Description, Status, Template and the Customer link. Click Save; you see Case saved.
Set the status to Closed or Archived when the file is finished. aishaa then no longer processes new messages for this case.
The detail page
The detail page has the title Case #{number}. At the top are Last evaluated: {date}, the Recalculate completeness button and the Edit button.
The detail page of a case with the Recalculate completeness and Edit buttons, the Summary, the To review section with a review card, the Memos and, on the right, the Details, Files and Links.
Description and summary
On the left is the Description you entered yourself (otherwise No description) and the Summary that aishaa writes based on the messages and documents (otherwise No summary yet).
Details
On the right is the Details block with Status, Completeness, Last evaluated, Template: {name} (or No template), Customer: {name} (or Not linked), Created and Updated.
Links
Under Links is the linked customer, with the role and type for each link. Via View tickets you open the ticket overview filtered on this customer, including any phone tickets with transcripts. Without links it shows No links yet.
Reviewing items under To review
If aishaa is not sure enough about something, the To review section appears with the explanation Only check the items where AI still needs human confirmation. The review cards are grouped per document (or under Other sources).
Each card shows:
- The name of the requirement (field, document or check) and the label Pending review.
- File: {file name} and Confidence {number}: how sure aishaa is, from 0.00 to 1.00.
- AI thinks: aishaa’s reasoning.
- Evidence: the passages or pages (p. {number}) aishaa bases itself on. With Open file you open the document itself.
| Button | Meaning |
|---|---|
| Accept | The requirement gets the status Satisfied. You see Review item accepted. |
| Reject | Opens the Reject dialogue with the explanation Optionally add a short note explaining why you reject this. and the Note field. After Reject, the requirement gets the status Rejected. You see Review item rejected. |
After each decision, aishaa recalculates the completeness. For a check, the status of the related document is updated too. If there are no open items, it shows There are no open review items. and the section disappears.
A review card under To review with the name of the requirement, File, Confidence, the AI thinks: explanation, the Evidence with page number and the Open file, Reject and Accept buttons.
Viewing evaluations
Under Evaluations is the full assessment of all requirements from the template. At the top is the Overview with the count {n} ok · {n} review · {n} partial · {n} missing · {n} rejected, below it the Field requirements (required fields) and the File requirements (required documents).
Each evaluation card shows the status, Confidence, the number of Evidence items and, for documents, the number of Checks. Expand Evidence and Checks for the details. As long as there is no assessment yet, it shows No completeness check has been run yet.
| Status per requirement | Meaning |
|---|---|
| Satisfied | The requirement is present and in order. |
| Pending | aishaa wants confirmation from a colleague; the item is listed under To review. |
| Partial | Some of the checks of a document are in order. |
| Missing | aishaa has not yet found this field or document. |
| Rejected | A colleague has rejected the item. |
With Recalculate completeness you have aishaa determine the completeness again from the current evaluations, for example after a change to the template. You see Completeness has been recalculated.
Uploading and downloading files
aishaa automatically links documents that the customer sends via a ticket to the case, as long as the Update cases workflow is active. You upload documents that come in another way (for example by post and scanned) yourself under Files:
- Click Choose file and choose one file. PDF, JPG, JPEG, PNG, DOC, DOCX and TXT are allowed, up to 25 MB per file. You see Selected: {file name}.
- Click Upload and link. You see The file has been uploaded and linked.
Each file shows its name, Added: {date} and the Download button. With Download all files you receive all the case’s files in one ZIP file. Without files it shows No files linked yet.
A file you upload yourself is not assessed straight away. aishaa includes it in the next assessment, that is, as soon as the customer sends another message on a ticket.
Adding memos
Under Memos, type an internal note in New memo and click Add memo. Memos are only visible to colleagues. aishaa reads the case’s memos when assessing, so a memo such as “Customer will send the payslip next week” helps aishaa understand the context. Without memos it shows No memos added yet.
Good to know
- aishaa only assesses a case automatically if a template has been chosen, a customer has been linked and the status is not Closed or Archived. See What are cases.
- If a customer has more than five ongoing cases, aishaa only processes the five most recently updated ones per message.
- A case cannot be deleted. Set it to Archived if it is no longer needed.
- You cannot remove files from a case.
- If you change the linked customer, the files linked earlier stay with the case.
- With the search bar in the Cases overview you search by number, title or description; with Items per page you set how many rows you see.