- Cases created from templates inherit the template’s structure
- Cases created from scratch start with a blank structure
- You can modify a case’s structure at any time by adding, modifying, or removing fields, sections, and contacts
- Structure changes apply only to that individual case and do not affect the template
Fields
Fields are the building blocks of your case - they store the actual data and information.Field Types
Cases can contain different types of fields to collect and store information:Text
Examples: Names, addresses, descriptions, notes
Number
Numeric values with optional formatting
Examples: Amounts, quantities, ages, scores
Date
Date selection with picker
Examples: Birth dates, deadlines, start dates
Checkbox
Single yes/no option
Examples: Agreement to terms, consent flags
Checkboxes
Multiple selections from options
Examples: Services required, features selected
Choices
Single selection from multiple options
Examples: Country, category, type, priority
File
File upload and storage
Examples: Documents, images, PDFs, contracts
Signature
Digital signature capture
Examples: Authorization, approval, consent
HTTP
External API data fetch
Examples: Credit score, company data, verification
Field Properties
Each field in a case has several properties:| Property | Description | Example |
|---|---|---|
| Key | Unique identifier | company_name, birth_date |
| Type | Field data type | text, number, date |
| Name | Display label | ”Company Name”, “Date of Birth” |
| Description | Help text | ”Legal name of your company” |
| Value | Current data | ”Acme Corp”, “1990-01-15” |
| Visibility | Display setting | Always, hide when empty, always hide |
| Section | Grouping | ”Company Information” section |
Field Visibility
Fields can have different visibility settings to control when they appear:- Always Visible
- Hide When Empty
- Always Hide
Setting:
always-visibleField always appears in the case view, whether it has a value or not.Use for: Essential fields, required information, key data pointsSections
Sections organize related fields together, making cases easier to navigate and understand.What are Sections?
Sections are groups of fields with a common purpose or theme. Example case structure:Benefits of Sections
- Organization: Group related fields logically
- Navigation: Easier to find specific information
- Clarity: Clear separation of different data types
- Presentation: Better visual organization
- Workflow: Align sections with process steps
Sections are defined in the Case Template. You cannot add or remove sections from existing cases.
Contacts
Cases can have multiple contacts associated with them, each serving different roles.Contact Types
Case Templates define which types of contacts are needed for the case.Contact Information
For each contact associated with a case, you can store:- Name: First name and last name
- Email: Email address for communication
- Phone: Phone number for calls/SMS
- Additional fields: Any custom fields defined in the template
Working with Contacts
Adding contacts to a case:- Select the contact type (e.g., “Main Contact”)
- Search for existing contact or create new
- Contact is linked to the case
- Contact can receive forms and communications
- Send forms to collect information
- Send emails and SMS
- Track who is involved
- Reference in workflow steps
- Display in case details
Data Updates
Case data can be updated through multiple channels:Manual Updates
Team members can update case fields directly:- Edit fields in the case view
- Change values as needed
- Updates are tracked in timeline
- Changes can trigger automations
Form Responses
When contacts submit forms, data flows into the case:- Form fields map to case fields
- Responses automatically update case
- Files are attached to case
- Timeline shows form submission
Automations
Automated workflows can update fields:- Calculated values
- Status updates
- Data transformations
- External API responses
External APIs (HTTP Fields)
HTTP fields fetch data from external sources:- Credit checks
- Company databases
- Verification services
- Real-time data lookups
Data Validation
Field values are validated based on their type:| Field Type | Validation |
|---|---|
| Text | Length limits, pattern matching |
| Number | Numeric values, min/max ranges |
| Date | Valid dates, date ranges |
| Checkbox | Boolean (true/false) |
| Choices | Must be from defined options |
| File | File type, size limits |
| Valid email format | |
| Phone | Valid phone format |
Validation rules are defined in the Case Template and cannot be changed for individual cases.
Data Access & Permissions
Case data access is controlled by:- Company membership: Only team members in your company can see cases
- Case ownership: Owners have full access to their cases
- User roles: Admins vs. collaborators may have different permissions
- Visibility settings: Field-level visibility controls what’s shown
Best Practices
Use sections effectively
Use sections effectively
Group related fields into logical sections. This makes cases easier to navigate, especially for complex case types with many fields.
Leverage field visibility
Leverage field visibility
Use “hide when empty” for optional fields to keep the case view clean and focused on relevant information. Use “always hide” for technical data.
Name fields clearly
Name fields clearly
Use descriptive field names that make it obvious what information should go there. “Company Legal Name” is better than “Name”.
Use appropriate field types
Use appropriate field types
Choose the right field type for the data. Using “date” instead of “text” for dates enables better validation and date-based features.
Document with descriptions
Document with descriptions
Add helpful descriptions to fields, especially for complex or uncommon information. This guides users on what to enter.
Keep contact types simple
Keep contact types simple
Only define contact types you actually need. Too many contact types can be confusing and complicate workflows.