Case Templates

A case template is a reusable blueprint for recurring case types. Templates pre-configure the steps, contacts, data schema, automations, and statuses that a new case will start with. When you create a case from a template, the entire structure is applied instantly. A case does not require a template — templates exist to save time on repeating workflows. You can create a blank case and build it as you go, or use templates to ensure consistency across similar cases.

​

What Templates Define

Templates pre-configure every aspect of a case: Data schema:

• Fields and their types (text, number, date, file, etc.)
• Sections organizing related fields
• Visibility settings for each field
• AI descriptions for Intelligence extraction
• Default values

Contacts:

• Main contact requirements
• Secondary contact roles (broker, expert, partner, etc.)
• Contact keys for referencing in steps

Steps:

• Predefined emails, SMS, and forms
• Step sequence and dependencies
• Conditional visibility rules
• Templates for email content

Statuses:

• Custom statuses for your workflow
• Status hierarchy and parent statuses
• Automatic transition conditions

Automations:

• Status transitions based on conditions
• Step visibility rules
• Automatic step execution
• Post-automations to external systems

​

Creating Case Templates

Case templates are created using the same interface as regular cases. Templates are themselves cases with a special flag (is_template: true), which means:

• You use the same interface to design templates as you do to work with cases
• Templates can be tested like real cases
• What you see when designing is what users see when working

Basic template information:

• Title - Name shown when selecting template
• Description - What this template is for and when to use it
• Locale - Default language for the case

For compliance-heavy workflows, use the description to document regulatory requirements, guiding team members on what the case type must meet.

​

Naming and Managing Templates

Creating templates:

1. Create a new case and mark it as template
2. Design the data schema, contacts, steps, and automations
3. Test the template by creating test cases
4. Publish for team use

Duplicating templates:

• Clone existing templates to create variations
• Useful for similar workflows with minor differences
• Maintains original template while creating new version

Managing templates:

• Templates can be updated at any time
• Changes don’t affect existing cases created from the template
• Future cases use the updated template structure

​

Template Structure Examples

​

Customer Onboarding Template

Data schema sections:

• Company Information (name, registration, industry)
• Contact Details (email, phone, address)
• Financial Data (revenue, IBAN, tax ID)
• Documents (registration, ID, proof of address)

Contacts:

• Main Contact (customer representative)
• Billing Contact (for invoicing)

Steps:

1. Welcome Email - Introduce process
2. KYC Form - Collect customer information
3. Document Request - Request required documents
4. Compliance Review - Internal approval form
5. Welcome Package - Send final confirmation

Statuses:

• Pending → In Progress → Compliance Review → Approved → Closed

Automations:

• Move to “Compliance Review” when all documents uploaded
• Send reminder if no response after 3 days
• Post to CRM when status changes to “Closed”

​

Claims Processing Template

Data schema sections:

• Claim Information (date, type, description)
• Claimant Details (name, policy number, contact)
• Incident Details (location, witnesses, police report)
• Financial (claim amount, deductible)
• Documents (photos, reports, receipts)

Contacts:

• Main Contact (claimant)
• Witness (optional secondary contact)

Steps:

1. Claim Acknowledgment - Confirm receipt
2. Claim Declaration Form - Detailed claim info
3. Supporting Documents Form - Upload evidence
4. Assessment Request - Internal review
5. Decision Email - Communicate outcome

Statuses:

• Submitted → Under Review → Investigation → Decision → Closed

Automations:

• Move to “Investigation” when claim amount > threshold
• Assign to specialist when claim type is complex
• Send to payment system when approved

​

Templates and Individual Cases

When creating a case from a template:

• Case inherits all template structure
• Data schema, contacts, steps, statuses copied
• Case can be customized independently
• Changes to case don’t affect template

Customizing individual cases:

• Add fields specific to this case
• Modify sections for unique needs
• Add or remove contacts as required
• Adjust steps for special circumstances

This approach combines the efficiency of templates with the flexibility to handle exceptions and special situations.

​

Best Practices

Design for your actual process:

• Map your workflow before creating the template
• Define statuses that match real stages
• Include all data you need to collect
• Plan for edge cases and exceptions

Keep templates maintainable:

• Use clear, descriptive names for fields and steps
• Document why each field exists
• Add help text for complex fields
• Use AI descriptions for Intelligence features

Test before deploying:

• Create test cases from the template
• Execute all steps to verify they work
• Test automations with sample data
• Validate forms and emails render correctly

Plan for compliance:

• Document regulatory requirements in description
• Include audit trail requirements
• Define mandatory fields for compliance
• Set appropriate visibility settings

Optimize for users:

• Group related fields in sections
• Use “hidden if empty” for optional fields
• Provide clear step instructions
• Set helpful default values

---

​

Next Steps