What is a case?
A case is where all your customer interaction takes place. You can also think of them as tickets combined with a customer's profile.
How to create a new case?
You can create a new case in two ways:
- by going to the dashboard and clicking the Create new case button.
- by double-clicking any empty time slot in the calendar.
Your customers can also create new cases - or they can be created automatically:
- through the Live Chat widget
- through your booking page
- by your Vicodo API
- through Zapier integration.
How to use the case list?
By default, the case list shows all the active cases that you have joined. You can click on My active cases to adjust the filters and see, for example, the cases of your colleagues or the ones that you have already closed.
If a case requires your attention, we will display a notification symbol next to it.
If you are using our API or Live Chat widget, cases created automatically or by your customers will be displayed at the top of the list, in the case queue. That means that any agent will be able to take ownership of them with just one click.
Can I get notifications about new cases?
Certainly! You can turn them on in the settings. You can choose from the following notification types:
- desktop push.
If you want to receive SMS notifications, remember to add your phone number to your profile.
What are customer details?
The customer details is the section on the right side of the Vicodo dashboard. You can store there all the information you need for your customer interactions.
If you have a professional or enterprise subscription, you can create custom information fields in the customer details section. If you are not sure how to do it, read this article from our Help Center.
How can I close the case?
You can do it by selecting the case and clicking the Complete button in the bottom right corner. You will be able to reopen that case later.
You can also delete the case completely. To do so, click on the icon at the bottom right corner and select Delete case. However, once you delete the case, you will lose all the data and conversation history stored inside, and it cannot be restored.
Now that you know all about cases, it’s time to start your first meetings. You can read more about them in our next article.