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Penbox Agent works on the case you have open: it reads the timeline and the current data, answers questions, applies changes, and drafts the next message. Penbox Agent does not send messages and it does not modify the Case Template behind the case. Live case prompt example
Penbox Agent on a live case operates on the case only. Changes here do not affect the Case Template or other cases created from it.

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What you can do

Read and explain
  • Summarize the case end to end or focus on a specific moment.
  • Recap a conversation: who said what, what was promised, what is pending.
  • Find a value: “What’s the IBAN we received?”, “When did the contact reply?”, “What was decided on the deductible?”
  • Pull a value out of an email already received in the case.
Edit case data
  • Set or clear values on fields in the case schema. Each update lands in the timeline and may trigger automations.
  • Group related updates (“set the IBAN to X and the account holder to Y”) into a single batch.
Edit the case structure (this case only)
  • Add a new field to the case schema.
  • Add a section.
  • Add a contact role.
These changes affect only the open case. The Case Template stays untouched. Draft the next step
  • Create a draft email, SMS, or form step.
  • The draft uses real case data: names, references, values. No placeholders.
  • Review the draft in the timeline. Send it manually.
Move the case forward
  • Change the case status (picking from statuses defined on the Case Template).
  • Set the waiting-for indicator: owner (the team), contact (an external party), or none.
Manage reminders on form steps
  • Add or edit reminders on a form step that has not been sent yet.
  • Schedule an additional reminder on a form step already sent.

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Drafts vs sending

Penbox Agent never sends an email, SMS, or form. Every outbound message is a draft.
  1. You ask Penbox Agent to draft a message: “draft a reminder to Marie about the missing photos.”
  2. Penbox Agent creates the step on the case using the real names, references, and values.
  3. You open the draft in the timeline, adjust if needed, and click send.
Even if you say “send the reminder”, Penbox Agent creates the draft and stops. Sending is a human click away.

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Example prompts

“Summarize this case in five lines.”
“What did the contact say in their last email?”
“Set the contract amount to 12 500 €.”
“Add a ‘broker’ contact role to this case.”
“Draft a reminder email to the main contact asking for the missing photos of the damage.”
“Move this case to ‘In review’.”
“We’re waiting for the contact now.”
“Add a reminder in three days on the document request form.”

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What Penbox Agent does not do here

  • Does not send messages. Outbound is always a draft.
  • Does not trigger automations. Automations run on their own conditions.
  • Does not create internal form steps or signature steps. Those step types stay manual.
  • Does not edit the Case Template behind the case. Open the Case Template in Studio for that.
  • Does not invent data. If a value is not in the case, Penbox Agent says so.

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Next Steps

Cases overview

Cases in Penbox

Case Templates

Design the templates behind your cases

Form Templates

Penbox Agent inside Form Templates

Penbox Agent overview

What Penbox Agent does across Penbox