Cases are the core workflow unit in the Peach CRM. Every borrower interaction that requires tracking — a payment dispute, a collections escalation, a compliance review, a bankruptcy filing — is managed through a case. For many configurations, an agent must have an open case to take actions on a borrower's account.
Availability: All clients Required permissions: case:update (to modify case status, escalate, snooze, schedule calls, assign ownership, rename, or set do-not-interact)
A case ties together everything related to a specific borrower situation:
- Status and outcome — Where the case stands in its lifecycle and how it was resolved.
- Type-specific details — Fields relevant to the case type (bankruptcy court info, collections metrics, military duty dates, etc.).
- Loan accounts — Which loans are associated with this case.
- Documents — Evidence, disclosures, or correspondence attached to the case.
- Workflow steps — A guided checklist of actions to complete.
- Notes — Agent observations and context, including pinned and sensitive notes.
- Events — A timeline of system and agent actions on the case.
- AI summary — An AI-generated summary of the case for quick review.
Every case follows a status lifecycle. Status transitions are restricted — you can only move a case to certain statuses from its current status.
| Status | Description | Can transition to |
|---|---|---|
initiated | The case has been created. A borrower or system reported the situation, but no documents or evidence have been provided yet. | processing, canceled |
processing | The case is being actively worked. Peach matched the borrower to an external data source, or your team started an internal process. | initiated, completed, canceled |
completed | The case is resolved. An outcome must be set when completing a case. | reopened |
canceled | The case was canceled before completion. | reopened |
reopened | A previously completed or canceled case has been reopened for further work. | completed, canceled |
When you complete a case, you must select an outcome:
| Outcome | When to use |
|---|---|
approved | The borrower's claim or request was approved. |
denied | The borrower's claim or request was denied. |
falsePositive | The case was opened in error (e.g., an auto-detected match that turned out to be incorrect). |
noOutcome | The case was completed without a specific approval or denial. |
All case modification actions — changing status, escalating, snoozing, scheduling calls, assigning ownership, renaming, and setting do-not-interact — are disabled when any of these conditions is true:
- Case data is still loading.
- You lack the
case:updatepermission. - The case status is
completed. - The case status is
canceled.
To take action on a completed or canceled case, you must first reopen it.
Cases can be created in two ways:
- Manually by an agent. From the borrower detail page NavColumn, select Add case and choose a case type. See Create and manage cases.
- Automatically by the system. Peach's compliance monitoring detects certain conditions (bankruptcy filings, deceased status, OFAC matches, military duty, overdue loans) and creates cases automatically. Auto-created cases generate a review task in the agent's task queue.