CRM Cases¶
Overview¶
CRM → Cases lists every interaction recorded in the CRM. Each row is one call or email handled by an AI persona (or created from the web client), with the AI's reading of it: why the customer made contact, how the interaction was classified, and how the customer felt.
See the CRM Overview for how cases are created.
Functionality¶
Filter bar¶
Filters apply when you click Apply. Clear filters appears when any filter is active.
| Filter | Description |
|---|---|
| Search in | Choose one or more fields to search: Name, Phone, Email, Lead subject, Call Intent, Direction, Persona, Disposition, Sentiment. |
| Search | Text that the chosen fields must start with. |
| Tags | Matches tags on the linked contact, the lead or the case. |
| Personas | Shows only cases handled by the selected AI persona. |
Dispositions summary¶
There is one chip per disposition, showing open / total for that disposition, for example HOT 3/5. Click a chip to filter on it. Dispositions that are not in the account's catalog appear as Unknown.
Status chips¶
OPEN, RESOLVED and CLOSED show counts and act as toggles to filter by status.
Table¶
Rows are ordered by disposition tier (HOT, WARM, COLD, and so on), then newest first. Each column also has its own filter box.
| Column | Meaning |
|---|---|
| Interaction | Icon: inbound call, outbound call, or email received. |
| Name / Phone / Email | The customer. When the lead is linked to a contact, the contact's details are shown. The link chip next to the name opens Link lead to CRM contact. |
| Lead subject | The subject of the lead the case belongs to. Click to open Lead Details. |
| Intent | One line describing why the customer made contact, written by the AI. Click to open Case Details. |
| Persona | The AI persona that handled the interaction. |
| Disposition | The classification set by the persona during the call. Click to see the AI's justification. |
| Status | Open, Resolved or Closed. |
| Sentiment | The caller's mood (positive / neutral / negative) and whether it is consistent with the disposition (aligned / mixed / conflict). Click to see the evidence. |
| Elapsed | Time since the case was created, colour-coded (less than 1 hour, less than 24 hours, older). Resolved and closed cases show a check mark. |
Case Details¶
Click a case's Intent to open it. Opening a case marks it as read.
- Persona, with a link to its settings.
- Tags: edit the case tags. Changes save immediately.
- Status: change it to Open, Resolved or Closed, with an optional note of up to 4000 characters.
- Case history: every status change, with the previous and new status, the note and the user who made it.
- Disposition with its justification, Sentiment with its evidence, and Intent.
- Conversation:
- the AI summary;
- the call recording (seek, 1x / 1.5x / 2x speed);
- the transcript (Caller / Agent);
- for email cases, the email body.
- Follow-up: outbound follow-up calls for the case. This tab appears only when the persona has CRM auto follow-up enabled.
Configuration¶
- The user's role needs the CRM Leads permission to see this screen.
- For voice cases to appear, the persona must have Save calls in CRM on. See CRM Overview → Configuration.
- For dispositions to be meaningful, the persona (or its queue) needs a disposition list.
Use Cases¶
Morning call-back list. The sales manager clicks the HOT disposition chip, then the OPEN status chip, and gets today's hottest unhandled prospects. They open each case, listen to the recording at 1.5x, call the customer back, and mark the case Resolved with a note.
Checking AI quality. A supervisor filters on Sentiment = negative and looks for rows where sentiment and disposition are in conflict, for example a caller classified HOT who sounded unhappy. They read the justification and evidence, and adjust the persona's prompt or disposition rules if the AI is misclassifying calls.
Per-persona review. An account with several personas (sales line, support line) uses the Personas filter to review each one's cases separately.
Limitations¶
- The list loads the newest 1000 cases; there is no date-range selector.
- Cases cannot be created, deleted or exported from this screen.
- Elapsed always counts from creation, even for resolved or closed cases.
- Older cases created before disposition or sentiment were available show Unknown or an empty sentiment.