Running your first case end to end
Create a case, let a digital worker draft the first response, approve it, and close the loop.
On this page
This walkthrough takes about fifteen minutes and uses the sample case type that ships with every workspace, so nothing you do here touches real work.
Before you start
You need a workspace and a role that can create cases. If New case is greyed out, your role does not have create permission — see Roles and what each one can do.
1. Create the case
- Open Cases and choose New case.
- Pick Sample enquiry as the case type.
- Give it a reference you will recognise, such as
TEST-001. - Choose Create.
The case opens on its timeline. Everything that happens from here is recorded there, in order, with who or what did it.
2. Watch the worker pick it up
Within a few seconds a digital worker reads the case and posts a suggested first response to the timeline. It is a suggestion: nothing has been sent.
The suggestion carries its reasoning. Open it and you will see which parts of the case it drew on. This matters more than it sounds — when you later widen autonomy, this is the record you will be judging.
3. Approve, edit or reject
Three buttons sit under the suggestion.
- Approve sends the response as written.
- Edit opens it for changes, then sends. Your edits are kept and are what the worker learns from.
- Reject discards it and asks for a reason. The reason is the useful part.
Approve it for now.
4. Close the loop
The case moves to Awaiting response. The workflow has set a follow-up for five working days; you can see it on the timeline as a scheduled action rather than a reminder sitting in somebody's calendar.
Choose Close case and pick any outcome. The case moves to Closed and its timeline is sealed: still readable, no longer editable.
What you just saw
A case was created, a worker proposed the next action, a person decided, and every step of that is on one timeline you can hand to an auditor. That shape stays the same as you add real case types — what changes is how many of those decisions you keep for yourself.
When you are ready to move that line, read Choosing an autonomy level.