What are cases
This feature is available if the Cases feature has been activated for your account.
In short: A case is a file for one customer in which you keep track of which details and documents need to come in for an application or process, for example for a mortgage or an insurance policy. A case template determines what is needed. aishaa reads incoming messages and attachments from the customer, links documents to the case, assesses for each requirement whether it has been met and asks a colleague for confirmation where needed.
Where to find this
Click Cases in the main menu and choose Cases for the overview or Templates for the case templates. You also see cases in the customer profile under Case and in a ticket on the Case tab.
Who: viewing from the Viewer role upwards, creating and reviewing cases from the Agent role upwards, managing templates from the Organisation admin role upwards. Cases and templates belong to the whole account.
The Cases overview with the search bar, the New case button and the columns No., Title, Status, Completeness, Template, Customer and Updated.
The parts of a case
A case consists of:
| Part | Meaning |
|---|---|
| Number and title | Each case automatically gets a sequence number (Case #{number}) and has a title and a description. |
| Template | The case template determines which Required fields (such as a VAT number or monthly income) and Required documents (such as a payslip) with their Checks are needed. A case without a template can exist, but aishaa does not assess it. |
| Customer | The customer (person or company) the case is linked to. |
| Status | Where the case stands in the process (see below). |
| Completeness | aishaa’s assessment of the file (see below). |
| Files | Documents you upload yourself or that aishaa has taken from the customer’s messages. |
| Evaluations | For each requirement from the template, the status, aishaa’s confidence and the evidence. |
| Memos | Internal notes on the case. |
| Summary | A summary of the current state of affairs, written by aishaa. |
Case statuses
| Status | Meaning |
|---|---|
| Draft | The case has been created but not yet started. This is the status of every new case. |
| Active | The case is in progress. |
| Closed | The case has been completed. aishaa no longer processes new messages for this case. |
| Archived | The case has been put away. aishaa no longer processes new messages for this case. |
You change the status yourself when editing the case. aishaa never changes the status automatically.
Completeness
aishaa calculates the completeness from the evaluations of all required fields, documents and checks of the template.
| Completeness | Meaning |
|---|---|
| Unknown | There is no assessment yet, or the case has no template. |
| Incomplete | At least one required item is Missing or Rejected. |
| Pending review | Nothing is missing, but at least one requirement is set to Pending or Partial and is waiting for confirmation from a colleague. |
| Complete | All required items have been met. A template without required items is always complete. |
For each requirement, aishaa uses these statuses: Satisfied, Pending, Partial, Missing and Rejected. Only required items (Required: Yes in the template) count towards completeness.
What aishaa does automatically
Cases are updated by a workflow with the Update cases step, which starts as soon as aishaa has understood a customer message. If your organisation already had cases, aishaa has set up such a workflow named Update cases for you. Without an active workflow with this step, aishaa does not add to cases automatically. See What are workflows.
When such a workflow runs on a message, aishaa checks whether the message belongs to a case. This happens if:
- the ticket is linked to a customer, and
- that customer has one or more cases with a template that are not Closed or Archived, and
- the message contains text or attachments.
aishaa then processes up to five of that customer’s cases per message (the most recently updated first). For each case:
- Attachments from the message are linked to the case as Files.
- aishaa reads the message and the attachments and assesses for each requirement of the template whether it has been met. aishaa also looks at files and memos already in the case.
- Where aishaa is not sure enough, it sets the requirement to Pending and the item appears under To review in the case, with the evidence (for example the page of the document) and the AI thinks: explanation.
- aishaa updates the Summary and the Completeness.
A colleague accepts or rejects the review items. You can read how this works in Create and review a case.
Where you come across cases
- Cases > Cases: the overview of all cases in the account, with searching by number, title or description and the columns No., Title, Status, Completeness, Template, Customer and Updated. Without cases it shows There are no cases yet.
- Customer profile > Case: the cases of one customer, with the number of active cases, the number of open review items and the Open review button that takes you to the case that needs checking.
- Ticket > Case tab: the same list for the ticket’s customer. If no customer is linked, it shows No customer is linked to this ticket.
- Contacts: the number of cases per contact (label Cases).
Good to know
- Cases are not tickets. A ticket is a conversation; a case is a file that spans several conversations. Messages stay in the ticket; documents and assessments go into the case.
- aishaa never creates a case itself. A colleague creates the case and links the customer; aishaa then adds to it from incoming messages via the Update cases workflow.
- A case without a template always has the completeness Unknown and is not updated automatically.
- You can open the customer’s tickets from the case via View tickets in the Links section.
- If the Cases feature is not active, you do not see the Cases menu, the Case section or the Case tab. Contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.