Closed-loop case management turns a bad response into an assigned, SLA'd task before anyone has to read it.
How it works
- A respondent submits feedback (e.g. CES 2/7, or a negative comment).
- Your case rules evaluate the response in the background.
- The highest-priority matching rule auto-opens a Case, with a priority, an SLA clock, and a context snapshot (the comment, hidden fields like device or ticket id, tags).
- The case lands in the Case Inbox, ready to assign and resolve.
Set up a case rule
Go to CX → Rules → Case rules and click New case rule (or use a preset):
- Rule name: e.g. "Detractor follow-up".
- When: build conditions with Match ALL or Match ANY. Pick a Field (any question, or the synthetic NPS score / Sentiment score), an operator (≤, =, contains, is one of, …), and a value. Example: `NPS score ≤ 6`. Add more rows with + Add condition.
- Case priority: Low / Medium / High / Urgent.
- SLA (hours): optional clock (e.g. 24) that drives the due / overdue / breached badge.
- Save rule (a rule needs a name and at least one condition).
Quick presets add a working rule in one click: *Detractor → open case* (NPS ≤ 6, High, 24h SLA) and *Very negative sentiment → open case* (Sentiment < -0.3, Medium, 48h SLA). For the full condition vocabulary see Build CX trigger rules.
When multiple case rules match a response, the highest-priority one wins, giving one case per response.
The Case Inbox
In CX → Cases you can filter by status (open, in-progress, waiting, resolved), priority, assignee, and overdue. Open a case to see its context at open, account health, the full response transcript, an activity timeline, and an AI summary with a suggested action. Assign an owner, change status, and resolve with a note to close the loop. SLA breaches escalate automatically.