What's in this article?

In CXME, a case is the central record used to track a customer experiences from start to resolution. Cases can be created in three different ways depending on your workflow and the context in which the interaction begins. This article walks through each method so you can choose the approach that best fits your situation.

Manual Case Creation

Creating a Case Manually from the Inbox Views List

The most direct way to create a case is from within the Inbox section of the platform. This method is useful when you need to log an interaction that was not initiated through a monitored channel, such as a phone call or an email.

1. Navigate to the Inbox section from the main navigation menu.

2. Click the Create Case button found in the upper-right area of the screen Inbox Views panel.

3. Fill in the required fields, including the name, location, owner team, and contact. The rest of the details can be added once the case is created.

4. Click Create Case to create the case and make it available in the queue.

5. In order to not disrupt your workflow, you will see a toast notification in the bottom left after creating the Case. On the notification you can:

   1. Click View to route to the newly created case.
   2. Control (or command) click on View to open the case in a new tab.
   3. Click Copy Link to copy the new case URL to your clipboard to save for later.

Creating a Case from a Customer Profile

If you are already viewing a customer's profile, you can create a case directly from that record. This method automatically associates the case with the correct customer location without requiring you to search for or re-enter their details.

1. Open the relevant Customer, Location, or Contact Profile from the Customers section in the main left nav.

2. Search for the Customer, Location, or Contact in the related list. Select the correct record.

3. In the first panel, click the Add Case button. This will open the case creation modal with some information pre-populated. Fill in the remaining required fields.

4. Click Create Case button within that modal and you will see the toast notification to optionally navigate to the newly created case.

Automated Case Creation

From Incoming Customer Engagements

When a customer sends a message through a connected channel — such as email, phone, text, or live chat — CXME can automatically create a case for this interaction. This ensures that no inbound contact is missed and that every interaction is properly tracked.

To automatically create cases from inbound customer engagements, you will need to configure these communication channels in Settings > Channels.

From Automations

You can automatically create a case from an Automation as well. This will allow you to use any trigger and filters within your organization to create a case.

To do this, you will need to create and configure your automation in Settings > Automations with the proper trigger and filter and the case will be automatically created with a note showing that it was created from an automation.

Next Steps

Once a case has been created, it will appear in the case queue and can be assigned, prioritized, and updated as the engagement progresses. For more information on understanding where a case is in its lifecycle, see the related article What do the different Case statuses mean?