Case Creation

Cases can be created in four different ways, depending on your workflow. Each method serves different use cases and provides different defaults and configuration options.

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Manually in Penbox

Create a case directly from the Penbox app. This is the most common method for internal processes. What’s required:

• At least one main contact (can be added during creation or immediately after)
• Optionally select a case template

What happens:

• Case appears immediately in your case list
• If a template is selected, the case inherits the template’s structure (fields, sections, contacts, steps, automations)
• If no template is selected, case starts blank and you build the structure as needed
• Main contact can be selected from existing contacts or created as new
• Case owner defaults to the creating user but can be changed

Defaults applied:

• Status: Draft
• Owner: Creating user
• Waiting For: None
• Reference: Auto-generated 6-character code

Best for:

• Customer onboarding
• Project kickoffs
• Internal workflows
• Processes that require manual oversight

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From an Incoming Email

Automatically create a case when an email arrives in a connected mailbox. Works with Email Intelligence or rule-based email routing.

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With Email Intelligence

When Email Intelligence labels an incoming email with the “In Penbox” trigger, a case is automatically created with the email content and sender as context. What’s required:

• Connected mailbox (Gmail or Outlook)
• Email Intelligence enabled
• “In Penbox” label configured

What happens:

• Email sender automatically becomes the main contact
• Email body and subject are captured in the case
• Any attachments are added to the case
• Case title can be auto-generated by AI based on email content
• Email appears in the case timeline

Defaults applied:

• Status: Pending
• Owner: Assigned based on workspace rules or unassigned
• Waiting For: Owner
• Reference: Auto-generated

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With Rule-Based Routing

Without Intelligence, cases can be created from emails sent to a dedicated mailbox (e.g., [email protected]). What’s required:

• Dedicated mailbox configured
• Email routing rule set up

What happens:

• Every email to the address creates a case
• Email sender becomes the main contact
• Email content captured in timeline

Best for:

• Support tickets
• Customer inquiries
• Claims submissions via email
• High-volume intake workflows

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From a Completed Form

When a form linked to case creation is completed, a case is automatically generated with the collected data. What’s required:

• Form template configured with “Create case on completion” setting
• Form must be sent and completed by a contact

What happens:

• Case is created immediately when form is marked complete
• Form respondent automatically becomes the main contact
• All form data is mapped to case fields (based on configuration)
• Form appears in the case timeline as the first event
• If configured, automations can trigger based on form data

Defaults applied:

• Status: Configurable (typically Pending or In Progress)
• Owner: Assigned based on form configuration or workspace rules
• Waiting For: Configurable
• Reference: Auto-generated

Configuration options:

• Which case template to use (or blank case)
• Default status for new cases
• Default owner assignment
• Field mapping (form elements to case fields)
• Initial automations to trigger

Best for:

• Customer intake forms
• Claims reporting
• Support request forms
• Application submissions
• Lead generation forms

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Via API

Create cases programmatically from external systems, enabling Penbox to serve as the intelligent interaction layer for back-office workflows. What’s required:

• API key with case creation permissions
• Minimum: main contact information (email or phone)
• Optionally: case template reference, initial data, owner assignment

What happens:

• Case is created via HTTP POST request to /cases endpoint
• Full control over all case properties
• Can pre-populate any case data
• Can assign owner, status, and contacts programmatically
• Returns case reference and ID for tracking

Request parameters:

• template_id - Optional case template to use
• main_contact - Contact information (email, phone, name)
• data - Initial case data (key-value pairs)
• status - Initial status (defaults to Draft)
• owner_id - Assign to specific team member
• secondary_contacts - Additional contacts with roles

Best for:

• Integration with CRM systems
• Automated case creation from webhooks
• Bulk case imports
• Connecting legacy systems to Penbox
• Building custom intake portals

Example use cases:

• E-commerce platform creates case when order requires follow-up
• CRM system creates case when lead reaches certain stage
• Payment processor creates case when dispute is filed
• HR system creates case for onboarding new employees

View API Documentation →

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Next Steps