Steps

Steps are the individual actions that make up a case, executed in sequence or on demand. A step can be an email sent to a contact, an SMS message, a form to collect information, or an internal form completed by the case manager. For each step type, the configuration determines what it does, what can be customized, and how it appears in the case timeline. Steps can be predefined in a case template or added ad-hoc during case execution.

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Step Types

Cases support four types of steps:

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Predefined Steps

When you create a case from a template, predefined workflow steps are available. These steps are configured in the case template with specific fields, forms, or email templates. They appear ready to activate with a single click, ensuring consistency across all cases created from that template. Predefined steps:

• Are defined in the case template
• Include pre-configured content (email templates, form templates, etc.)
• Can be conditional (shown or hidden based on case data)
• Can be automated (triggered when conditions are met)
• Appear in the case as available actions

Learn more about Case Templates →

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Ad-Hoc Steps

You can create steps manually at any time while working on a case. Ad-hoc steps are executed immediately and appear in the case timeline once completed. Common ad-hoc steps:

• Send an email to a contact
• Request information via form
• Send an SMS notification
• Complete an internal form

Ad-hoc steps are useful for unique situations that don’t fit predefined workflows or for responding to unexpected needs during case management.

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How Steps Appear in the Timeline

All steps are recorded in the case timeline, creating a complete audit trail: Email steps show:

• When the email was sent
• Who it was sent to
• Subject and body content
• Delivery status
• Any attachments included

SMS steps show:

• When the SMS was sent
• Recipient phone number
• Message content
• Delivery status

Form steps show:

• When the form was sent
• Who it was sent to
• Form template used
• Response status (pending, in progress, completed)
• When response was received
• Collected data

Internal form steps show:

• Who completed the form
• When it was completed
• Data collected

Each step includes a timestamp and the team member who executed it, maintaining a complete record of all case interactions.

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Modifying and Deleting Steps

Modifying steps:

• Predefined steps can be edited in the case template
• Changes to templates don’t affect existing cases
• Individual case steps can’t be modified after execution
• Draft steps (not yet executed) can be edited or discarded

Deleting steps:

• Executed steps can’t be deleted (preserves audit trail)
• Draft steps (not yet sent) can be removed
• Steps appear permanently in timeline once executed

This ensures cases maintain an immutable history for compliance and audit purposes.

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Adding Internal Notes

While there isn’t a dedicated “Note” step type, you can add internal context to cases in several ways: Internal form steps:

• Create an internal form for team members to complete
• Use text fields to document decisions, observations, or context
• Captured in the timeline with full auditability

Email steps to internal addresses:

• Send emails to internal team members
• Include notes, updates, or requests for review
• Appears in case timeline

Case data fields:

• Add notes fields to your case data schema
• Update these fields to document progress
• Changes appear in timeline

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Step Patterns

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Email with Form

The most common pattern for collecting information from contacts:

1. Create an Email step
2. Write professional email content explaining what you need
3. Attach a form link (from template or quick form)
4. Send to contact
5. Contact receives email, clicks link, completes form
6. Response automatically appears in case

Best practice: Always provide context in the email. Don’t just send a bare form link.

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Sequential Steps

Multiple steps executed in order, with each step dependent on the previous:

1. Initial email - Introduce yourself and the process
2. Form 1 - Collect basic information
3. Form 2 - Collect additional details (triggered automatically after Form 1 is completed)
4. Review email - Send summary for contact confirmation
5. Final form - Collect signature or final approval

Use automations to trigger subsequent steps based on completion of previous steps. Learn more about Automations →

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Conditional Steps

Steps that appear or execute based on case data:

• Show “Additional documentation” form only if contact selects certain options
• Send different emails based on contact language preference
• Trigger specific workflows based on collected data

Configure conditional logic in case templates using automations and step visibility rules.

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Common Configurations

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Email Step Configuration

• Sender - Select from connected mailboxes
• Recipients - Main contact, secondary contacts, or custom addresses
• Subject - Plain text or with variable injection
• Body - Rich text editor with variable support
• Attachments - Upload files to include
• Form link - Optional form to include

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SMS Step Configuration

• Recipient - Contact phone number
• Message - Text content (160 character limit recommended)
• Sender - Workspace SMS number

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Form Step Configuration

• Form template - Select from existing templates or create quick form
• Recipients - Which contacts receive the form
• Delivery method - Email or SMS
• Deadline - Optional expiration
• Reminders - Automatic follow-up configuration

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Internal Form Configuration

• Form structure - Fields for team to complete
• Assigned to - Which team member completes it
• Required fields - Mandatory data points
• Visibility - Who can see the completed form

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Next Steps