Create and manage cases

Use the case detail page to create cases, update their status, and perform actions like escalating, snoozing, scheduling calls, and assigning ownership. Every case action starts from the borrower detail page in the CRM.

Availability: All clients Required permissions: case:update (to modify cases); note:read.sensitive (to view sensitive case notes)

Before you begin

You must be on a borrower's detail page to create or view cases. See Search for borrowers to find and open a borrower.
Case modification actions are disabled when the case status is completed or canceled. Reopen the case first to take further action.
Only one active collection case is allowed per borrower. If a collection case already exists with status initiated, processing, or reopened, you cannot create another.

Create a case

From the borrower detail page, locate the Cases section in the NavColumn sidebar.
Select Add case.
Select a Case type from the dropdown. See Case types reference for descriptions of each type.
If the selected type is Generic, enter a Case name.
Select Create.

The CRM navigates to the new case at /crm/borrowers/:borrowerId/cases/:caseId.

Field	Description	Required	Values / Format
Case type	The type of case to create. Determines which type-specific fields and workflow steps appear.	Yes	Dropdown of available case types
Case name	A custom name for the case. Only shown when the selected type is Generic.	Conditional	Text

View case details

From the borrower detail NavColumn, select a case card to load the case detail view. The case detail page displays:

Section	What it shows
Case header	Case ID, status dropdown, options menu, created-by metadata, and notification bars for escalation, do-not-interact, snooze, or scheduled call status.
Case details	Type-specific fields for the case type (e.g., bankruptcy court info, collections metrics, military duty dates). See Case types reference.
Accounts	Loan accounts associated with this case. See Work case workflows.
Documents	Documents attached to this case. See Work case workflows.
Events	Paginated timeline of case events (10 per page). System events like do-not-interact changes, escalations, and snoozes are filtered out.
Workflow	Guided checklist of steps, closing steps, and final outcome. See Work case workflows.
Notes	Case-specific notes with pinning, flagging, and sensitivity controls. Works the same as borrower notes but scoped to this case.
Summary	AI-generated case summary. See Work case workflows.

Update case status

From the case detail page, select the Status dropdown in the case header.
Select the new status.

Only valid transitions are available in the dropdown. See Understand cases for the full status transition table.

Important: When you set a case to completed, you must also select an outcome (approved, denied, false positive, or no outcome) in the workflow's final outcome section.

Escalate a case

Escalating a case routes it to a specific team or agent for priority handling. Escalations remain active until manually canceled.

From the case header, select the options menu and choose Escalate.
Choose whether to escalate to a Team or an Employee.
Select the team or employee from the dropdown.
To flag the escalation as high priority, select Flag as urgent. Urgent escalations receive higher priority in task queues.
Enter a reason for the escalation in the note field. This is required.
Select Escalate.

If the case is already escalated, you can select Update escalate to change the target or urgency, or Cancel escalate to remove the escalation.

Field	Description	Required	Values / Format
Escalate to	Whether to escalate to a team or an individual employee.	Yes	Team or Employee (radio)
Team / Employee	The specific team or employee to receive the escalation.	Yes	Dropdown
Flag as urgent	Whether this escalation should receive higher queue priority.	No	Checkbox (default: unchecked)
Note	The reason for the escalation. Creates a note on the case.	Yes	Text

Snooze a case

Snoozing a case defers it until a specified date. When the snooze expires, a review task is created for the case.

From the case header, select the options menu and choose Snooze.
Choose a duration:
- Select For and choose a number of days (1–30) from the dropdown.
- Or select Until and choose a specific date.
The dialog previews when the case will reappear (e.g., "Snoozed Until: Monday, Jan 5, 2025").
Select Snooze case.

If the case is already snoozed, you can select Update snooze case to change the date, or Cancel snooze case to wake the case immediately.

Note: Snoozing does not prevent outbound communications to the borrower during the snooze period.

Schedule a call

From the case header, select the options menu and choose Schedule call.
Select a Date. You can schedule up to 60 days in advance.
Select a Time range (one-hour slots). Available times default to 8:00 AM – 10:00 PM unless the borrower has given consent for contact at unusual times.
Select a Phone number from the borrower's contacts. Work phone numbers only appear if the borrower has given consent for work contact.
Select a Reason for the call from the interaction theme dropdown.
Select Schedule call.

If a call is already scheduled, you can select Update scheduled call to change the details, or Cancel scheduled call to remove it.

Field	Description	Required	Values / Format
Date	The date for the scheduled call.	Yes	Date (today through 60 days out)
Time	The one-hour window for the call.	Yes	Hourly time slots
Phone number	The borrower contact to call. Filtered to phone-type contacts affiliated with the borrower.	Yes	Dropdown of phone contacts
Reason	The purpose of the call.	Yes	Dropdown of interaction themes

Consent	Effect when granted
`contactPersonUnusualTime`	Expands available time slots to include early morning, late evening, and weekend hours.
`contactPersonWork`	Includes the borrower's work phone numbers in the phone number dropdown.

Assign a case owner

Case ownership assigns a single agent as the relationship owner for a case. All future tasks related to this case are routed to the assigned owner.

Note: Case ownership requires both the crmCaseAssignment feature flag and the company configuration setting config.tasks.enableCaseOwnership to be enabled. If you do not see the assign owner option, contact your administrator.

From the case header, select the options menu and choose Assign case owner.
Select an employee from the dropdown.
Select Set owner (or Update owner if an owner is already assigned).

To remove an existing owner, select Remove owner. All future tasks will be rerouted to all available agents.

If you assign yourself as owner, a confirmation dialog appears: "You now own this case. You will be the relationship owner of all future tasks related to this borrower's case."

Set do-not-interact

Do-not-interact (DNI) prevents specified communication channels from reaching the borrower during a defined period.

From the case header, select the options menu and choose Set Do Not Interact.
Enter a Start date. You cannot select a date in the past.
Optionally enter an End date. If left blank, the DNI remains active indefinitely.
Select the Channels to block (email, text, mail, voice, chat, or all).
Select the Themes (interaction reasons) to block, or select all.
Select Set do not interact.

Field	Description	Required	Values / Format
Start date	When the DNI takes effect.	Yes	Date (today or future)
End date	When the DNI expires. Leave blank for indefinite.	No	Date (must be after start date)
Channels	Which communication channels to block.	Yes	Checkboxes: voice, email, text, chat, mail, or All
Themes	Which interaction themes to block.	Yes	Checkboxes: individual themes or All

Advanced options are available to customize the timezone, time-of-day window, days of the week, and contact types (work, home, personal, military) affected by the DNI.

If a DNI is already active, you can update or cancel it.

Rename a case

From the case header, select the options menu and choose Update Case Name.
Enter the new case name.
Confirm the change.