Use the supercase detail page to upload affected borrowers, create subcases, perform bulk actions, and track the overall progress of a multi-borrower event. This page covers the full supercase workflow from creation through resolution.
Availability: All clients Required permissions: supercase:update (to create and modify supercases); supercase:bulk.send (to send bulk emails to subcases); supercase:bulk.update (to close subcases in bulk)
The OperationsSection (event logs) requires the supercaseEvents feature flag to be enabled. If you do not see the operations section, contact Peach support.
- From the company view (
/crm/companies/:companyId), select Add supercase in the NavColumn sidebar. - Enter a Case name for the supercase.
- Select Create.
The CRM navigates to the new supercase detail page.
| Field | Description | Required | Values / Format |
|---|---|---|---|
| Case name | A descriptive name for the supercase. | Yes | Text |
From the company view NavColumn, select a supercase to load its detail page. The detail page has these sections:
| Section | What it shows |
|---|---|
| Header | Supercase ID, creation metadata, case name, do-not-interact indicator (if active), status dropdown, and case options menu. |
| Supercase details | Type-specific fields. Generic supercases show event description and event date. FEMA supercases show disaster details, dates, government programs, and impacted areas. See Supercase types reference. |
| Impact | The population of affected borrowers, with tools to upload borrowers, create subcases, and perform bulk actions. |
| Notes | Global notes (visible on subcases) and private notes (visible only on the supercase). |
| Workflow | Final outcome selection and notes. |
| Operations | Event log of all actions taken on the supercase (requires supercaseEvents flag). |
Before creating subcases, you must upload a list of affected borrowers. The impact section guides you through this process.
- From the supercase detail page, scroll to the Impact section.
- Select Download template.csv to get the required CSV format.
- Prepare your CSV file with borrower IDs and loan IDs.
- Select Upload Impact and choose your CSV file.
After uploading, the impact section displays the draft population with the file name, upload timestamp, and the user who uploaded it. The header shows the number of affected borrowers and loans.
From the draft state, you can:
- Select Download to review the uploaded borrower list.
- Select Remove to clear the draft and start over.
- Select Create [N] cases to commit the population and create subcases.
- After uploading a borrower list, select Create [N] cases in the impact section.
- In the dialog, select a Case type from the dropdown. This determines the type of subcase created for each borrower.
- If the case type is Generic, enter a Case name.
- Select Create.
Peach creates a subcase for each borrower in the draft population who does not already have a subcase in this supercase. Loans listed in the CSV are automatically associated with the corresponding subcases.
| Field | Description | Required | Values / Format |
|---|---|---|---|
| Case type | The type of subcase to create for each affected borrower. All subcases in a supercase must be the same type. | Yes | Dropdown of case types |
| Case name | A custom name for the subcases. Only shown for Generic case types. | Conditional | Text |
Important: The case type you select for the first batch of subcases determines the type for all future batches in this supercase. You cannot mix case types within a single supercase.
After subcases are created, the impact section displays the number of committed cases and provides an Actions menu with bulk operations.
Creates a note on every open subcase and generates a review task for each one. Agents receive the task in their queue with the instruction text.
- From the impact Actions menu, select Send instructions via task.
- Enter the instruction content.
- Optionally select the flag icon to mark the instruction as important.
- Select Send.
Creates a note that appears on the supercase and on every open subcase. Global notes display with an "En-masse note:" prefix on subcases and show a "Via supercase" badge.
- From the impact Actions menu, select Add note.
- Enter the note content.
- Optionally select the flag icon to mark the note as important.
- Select Save.
Applies a do-not-interact restriction to all open subcases. A DNI set on a supercase is also created on all open subcases. Individual subcases can modify their own DNI independently.
- From the impact Actions menu, select Set do not interact.
- Configure the DNI settings (start date, end date, channels, themes).
- Select Set do not interact.
To cancel a supercase-level DNI, open the DNI dialog and select Cancel do not interact. Canceling the supercase DNI does not automatically cancel DNIs that subcases have modified independently.
Sends an email interaction to all borrowers with open subcases. Requires the supercase:bulk.send permission.
- From the impact Actions menu, select Send emails.
- The draft interaction editor opens with the email channel pre-selected.
- Compose the email and send.
Closes all open subcases with a single action. Requires the supercase:bulk.update permission.
- From the impact Actions menu, select Close subcases.
- Select a status: Completed or Canceled.
- If you selected Completed, select an Outcome (Approved, Denied, False Positive, No Outcome).
- Select Close.
Caution: Closing subcases as Canceled removes all do-not-interact restrictions from those subcases. Closing as Completed preserves existing DNIs but removes other case controls (snooze, scheduled call, escalation). Subcases already in a closed status are unaffected.
Downloads a CSV of all committed population members with their subcase details, including: commit timestamp, population ID, borrower ID, loan ID, loan type, subcase ID, and subcase status.
- From the impact Actions menu, select Download subcases.
The notes section supports two note types:
| Note type | Created from | Visible on | Prefix |
|---|---|---|---|
| Global note | Impact Actions menu (Add note or Send instructions) | Supercase and all subcases | "En-masse note:" or "Instruction via task:" |
| Private note | Notes section directly | Supercase only | None |
Both note types support pinning, flagging as important, locking as sensitive (requires note:read.sensitive), and archiving. Notes are sorted with pinned notes first, then by newest creation date.
- From the supercase header, select the Status dropdown.
- Select the new status. Only valid transitions are available.
See Understand supercases — Supercase lifecycle for the full transition table.
- In the Workflow section, select an outcome from the Final Outcome dropdown: Approved, Denied, False Positive, or No Outcome.
- Optionally enter outcome notes.
You must set an outcome before completing the supercase.
- From the supercase header, select the case options menu.
- Select Change Case Name.
- Enter the new name and confirm.
When the supercaseEvents feature flag is enabled, the Operations section displays a timeline of all actions taken on the supercase. The log shows three types of entries:
| Entry type | What it shows |
|---|---|
| Status changes | When the supercase moved between statuses, and who made the change. |
| Bulk operations | Close subcases, send emails, create/delete DNIs, send instructions. Shows the number of affected borrowers, cases processed, cases failed, and cases ineligible. |
| Notes | Global and private notes with content previews. |
Each entry shows the event name, number of affected borrowers, and event date. Select an entry to expand it and view details, including error information for operations with failures.
The log displays 10 entries per page. Select View more to load additional entries. Select the refresh button to reload the latest data.