> ## Documentation Index
> Fetch the complete documentation index at: https://docs.penbox.io/llms.txt
> Use this file to discover all available pages before exploring further.
# Case Templates
> Reusable blueprints for recurring case types
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.
Templates are the design-time artifact (the reusable pattern), while cases are the runtime instances (the actual work items).
## 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
When you create a case from a template, all this structure is applied instantly. Individual cases can then be customized without affecting the template.
## 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
Changes to templates only affect new cases created after the change. Existing cases maintain their original 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.
Use templates for standardized processes to ensure consistency. Use individual modifications for unique situations that need customization.
## 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
Learn about cases
Design case data structures
Configure workflow steps
Set up automations