Log the work that outlives the chat
A refund waiting on finance or a replacement waiting on the warehouse doesn't fit in a conversation. The agent opens a numbered case of the right type, fills its fields from what the customer said, and gives them the number to quote later.
Sign-ups open at launch.
At a glance
- Type
- Configured action
- Plan
- Counts toward your action allowance
- Needs
- Nothing to connect
- Limit
- New cases per period, set by your plan
What happens in the conversation
The right type
Link the action to a case type, like Refund or Warranty claim, and the case gets that type's own fields.
Fields filled from the chat
Order details, dates and reasons the customer gave are written into the case, not retyped by your team.
A number to quote
The customer gets the case number, such as CASE-1042, so their next message starts from the right place.
Tracked to the end
Every case has a state, an owner, worknotes with @mentions, attachments and a full history.
Switch it on
- Step 1
In Settings → Cases, set your number prefix and add any case types you need.
- Step 2
Add a Create case action on the Actions page and link it to a type if you like.
- Step 3
Describe a problem in the playground and watch the case appear on the Cases page.
Good to know
New cases each billing period are limited by your plan. Existing cases stay fully workable at the limit.
Your team can also open cases by hand, from the inbox or the Cases page.
Questions
Escalating hands the live chat to a person. A case tracks work that continues afterwards, with its own number, state and owner.
Yes. Add one Create case action per type, each with instructions on when to use it.
More actions
Collect leads
Asks for the details you need (email, phone, company, what they're after) and saves them onto the contact.
Escalate to a human
Flags the chat for your team and stops replying, so a person picks it up with the history intact.
Book a meeting with Calendly
Offers real times from your Calendly event and books the one the customer picks, right in the chat.
Alert your team in Slack
Posts the conversation into a Slack channel when something needs eyes on it right away.
Send a button
Adds a tappable link to the reply (checkout, help centre, tracking page), drawn natively by each channel.
Call your own API
Sends the details it collected to any endpoint you configure, then uses the response in its reply.
Look up a Shopify product
Checks price, sizes and stock in your Shopify catalogue and shows the product as a card. No app to install.
Send a Shopify checkout link
Puts what the customer chose into a cart and sends a link to your own Shopify checkout.
File an Intercom ticket
Hands the conversation to your team as an Intercom ticket, with the full context already attached.
Create a Linear issue
Turns a reported bug or feature request into a Linear issue on the right team, in the customer's own words.