A case is where all your customer interactions take place. You can create a new case and immediately schedule a video call with just a few clicks - or you can create a case first and plan your appointment later.

A case can be created manually or automatically, by using API integration or Vicodo Direct widget. There is no limit to how many cases you can have on your account.

 

How to create a new case and schedule an appointment

By using the dashboard

1.  Go to the Vicodo dashboard and click the icon on the left side of the page.

 

2.  Select the type of the meeting - Individual or Group call. Enter the name of the case. We recommend using the customer’s name - it will later be displayed during chat or in the invitation message. The case name cannot be longer than 50 characters.

3. Set the time of the appointment. Click on the Schedule for later to open the calendar preview. Choose a free slot that suits you best. You can change the time by clicking on the predefined hours.

 

4.  If you want to send your customer an invitation, enter their phone number or email address. You can choose to send both an SMS and an email invitation or just one of them.

When entering a customer’s phone number, always remember to include the + symbol and the country code. You can type the country code manually, or click on the flag icon and select one from the list. Example: If the customer’s phone number is 9999 999 and they are located in Germany, the correct phone number should be +49 9999 999.

Make sure that the switch next to the customer’s email address or phone number is green - otherwise, the invitation will not be sent.

If you selected a group call, you have to copy a meeting link and send it to your guests.

 

5.  If you wish to change the language of the invitation message and the appointment page, click on the flag icon and select a different one.

6.  Choose if you want your appointment to be protected with a password. If you turn this option on, your customer will receive a six-digit code in their invitation message - they will need to enter it to access the meeting. In case of group calls, you have to send the password to your guests.

7.  If you have any additional information about the case, you can save them in the Internal notes section. It will only be visible to operators - customers do not have access to it.

8.  Click the Create case & send invitation button.

 

By using the calendar

1.  Open the calendar by clicking its icon at the bottom left corner of the dashboard page or by using this link.

2.  Find a free time slot for your meeting and double click on it to open the appointment window. You can also double click anywhere on the calendar - you will be able to change the time of the meeting in the next steps.

3.  Enter the name of the new case into the search bar. We recommend using the customer’s name - it will later be displayed during chat or in the invitation message. The case name cannot be longer than 50 characters. Once you type it, press Enter or select the + Create new case option on the list. You can create only cases for one-on-one meetings from the calendar level.

4.  You can now choose when the appointment will start and finish. To change the day, click the  icon, and to change the time, click the  icon:

5.  If you want to send your customer an invitation, enter their phone number or email address. You can choose to send both SMS and email invitations or just one of them.

When entering a customer’s phone number, always remember to include the + symbol and the country code. You can type the country code manually, or click on the flag icon and select one from the list. Example: If the customer’s phone number is 9999 999 and they are located in Germany, the correct phone number should be +49 9999 999.

Make sure that the switch next to the customer’s email address or phone number is green - otherwise, the invitation will not be sent.

6.  If you want to change the language of the invitation message, click on the flag icon and select a new one from the list:

7. Below the contact details, you will see the operators assigned to the new case. You can add new operators by clicking on the  icon or remove yourself from the case by clicking on your profile picture.

8. Click Save & send invitation.

 

All done! Your case has been created and your appointment is now scheduled. If you want to resend invitations, reschedule your video call, or cancel it completely, you can do it any time in the appointment section or by using the calendar.

 

If you are using a personal booking page, cases are created automatically each time a customer books a meeting with you. You receive a chat message with the customer’s details, and at the right side of the dashboard, information about how a case was created is displayed.

 

 

How to create a new case without scheduling an appointment

1.  Go to the Vicodo dashboard and click the icon on the left side of the page.

 

2.  Enter the name of the case. We recommend using the customer’s name - it will later be displayed during chat or in the invitation message. The case name cannot be longer than 50 characters.

 

3.  Enter the customer’s contact information and your internal notes. These sections are fully optional, but you will need the customer’s phone number or email address if you want to send them an invitation for a one-on-one meeting. You can also add or change that information later. 

If you want to create a case for a group call, enter the name and click Create case. You can copy the meeting link and send it to your guests anytime you want to start your meeting.

If you add the customer’s contact details, you will notice that the switch next to them has turned green. It means that once the case is created, the customer will receive an invitation. If you don’t want to schedule an appointment right now, disable the switch.

 

4.  Click the Create case button.

 

Your case has been created - you can find it at the top of your case list. You can now add more information to the Case details section or schedule an appointment with the customer.

 

You can also create cases without a scheduled appointment using Zapier integration. We encourage you to read this article with a step-by-step guide to find out more about Zapier automation. You can integrate Vicodo with more than 3000 online tools.

 

If you use the Live video & chat website widget, each time you receive a new message from a customer a new case will be created. The cases are listed on the left side of the dashboard with the status Awaiting. Click on a case to see the details. At the right side of the dashboard, you see the name of the case and the Edit button just next to it. Below you can see that the case was created via Widget.