Skip to main content
A Step is an action or communication within a case workflow. Steps represent the individual tasks, communications, and interactions that move a case forward. Think of steps as the building blocks of your case workflow - each step is a distinct action (send an email, collect a form, add a note) that can be triggered automatically or executed manually.

​
Step Types

Cases support the following types of steps:

Form

Request information from a contact using a formCan be a pre-built form template or created on-the-fly with specific fields

Email

Send an email to a contactCan include text content and optionally a form link

SMS

Send an SMS message to a contactQuick notifications or updates via text message

Note

Add an internal note to the caseDocument decisions, observations, or internal context (not sent to contacts)

Internal Form

Coming soon - Forms designed for internal team use onlyStructured data collection for internal workflows

​
How Steps Work

​
Predefined vs. On-the-Fly

Steps can be created in two ways: Predefined Steps (from Template) When you create a case from a template, predefined workflow steps are available. These steps are:
  • Defined in the case template
  • Configured with specific fields, forms, or email templates
  • Ready to be activated with a single click
  • Consistent across all cases created from that template
On-the-Fly Steps (Manual) You can also create steps manually at any time while working on a case:
  • Send an email immediately
  • Create a form request on the spot
  • Add notes or SMS messages
  • Triggered manually from the case details
All steps are managed in the Step Box at the bottom of the case view, where you can:
  • See available predefined steps ready to activate
  • View completed steps in the timeline
  • Manually add new steps
  • Track step status and outcomes

​
Step Activation and Execution

For Predefined Steps:
  1. Template defines the step with its configuration
  2. Step appears in the Step Box as “Available”
  3. Click the step to activate it
  4. System executes the step (sends email, creates form, etc.)
  5. Step moves to timeline showing completion status
For Manual Steps:
  1. User initiates action (e.g., “Send Email” button)
  2. User fills in details (recipient, subject, body, etc.)
  3. Step is created and executed immediately
  4. Step recorded in case timeline

​
Adding Forms to Communications

Forms are a powerful way to collect structured information from contacts. You can add forms to steps in several ways: Send an email containing a link to a form that the contact can complete: How it works:
  1. Create an email step
  2. Add your email content (subject, body, attachments)
  3. Select “Include Form Link” option
  4. Choose a form template (e.g., “KYC Form”, “Claims Declaration”)
  5. Optional: Customize the email message to reference the form
  6. Send the email with the form link
The email contains a professional form link that the contact clicks to access the form. Once completed, the response is automatically added to the case.
Forms sent via email are time-limited (based on template configuration). Contacts see their progress and can save drafts.

​
Method 2: Quick Form (On-the-Fly)

Create a simple form immediately without a template: How it works:
  1. Create a form step
  2. Select “Quick Form” option (instead of using a template)
  3. Drag and drop fields or select from available field types
  4. Configure field options, requirements, and descriptions
  5. Send to contact
Quick forms are useful for:
  • Ad-hoc data collection
  • Specific requests unique to this case
  • One-off questions not in any template
Available field types for quick forms:
  • Text (single or multi-line)
  • Number (with optional min/max)
  • Date
  • Checkbox
  • Multiple choice
  • File upload
  • Signature

​
Method 3: “Ask with Form” Functionality

The “Ask with Form” feature generates a professional form automatically based on data fields you select from the case: How it works:
  1. Click “Ask with Form” in the case
  2. Select which case data fields you want to ask about:
    • Example: Select company_name, annual_revenue, employees
  3. Penbox automatically generates:
    • A form with those fields pre-configured
    • An email with a professional message explaining the request
  4. Review and customize if needed
  5. Send to contact
What “Ask with Form” does:
  • Extracts case fields: Uses existing field definitions from your case template
  • Pre-configures the form: Respects field types, validation rules, and descriptions
  • Generates email context: Creates a personalized email message based on field names and types
  • Maintains consistency: Uses the same field definitions, keeping data aligned
Example: 
Case has fields: 
- company_name (text)
- address (text)
- annual_revenue (number)

Select these fields → Click "Ask with Form"
↓
Generates:
- Form with these 3 fields
- Email: "Hi [Contact], we need to update the following information..."
↓
Send as single step
“Ask with Form” is ideal for requesting updates to existing case data while ensuring the form matches your exact field structure.

​
Step Timeline

All steps (completed, sent, or added) are recorded in the case timeline:
  • Step created - Recorded when step is executed
  • Form sent - Shows when form was sent and to whom
  • Form response received - Shows response submission details
  • Email sent - Shows email delivery status
  • Note added - Internal notes recorded with timestamp
  • SMS sent - SMS delivery status
Each step includes:
  • Date and time executed
  • Who performed the action (team member or contact)
  • Outcome and response (if applicable)
  • Any attachments or files
This creates a complete audit trail of all interactions and actions.

​
Common Step Patterns

​
Data Collection Workflow

  1. Initial Email (manual step) - Introduce yourself and explain what you need
  2. Ask with Form (predefined or manual) - Request specific information
  3. Follow-up Email (predefined step, auto-triggered after 3 days if no response)
  4. Note (manual) - Document any issues or special notes
  5. Final Confirmation (manual) - Thank them and confirm next steps

​
Claims Processing

  1. Email - Acknowledge claim receipt
  2. Claims Declaration Form (predefined template) - Request detailed claim information
  3. Supporting Documents Form (predefined) - Request supporting files
  4. Verification Email (auto-triggered) - Send verification request after review
  5. Status Update Note (manual) - Document decision

​
Compliance/KYC Update

  1. Annual Update Email (predefined) - Request updated information
  2. Ask with Form - Auto-generate form for updated fields: updated_address, updated_beneficial_owners, updated_certifications
  3. Verification Step (predefined) - Route for compliance review
  4. Internal Notes - Document any issues found
  5. Approval Email (predefined) - Send once approved

​
Step Best Practices

Define steps in templates for processes you repeat frequently. This saves time and ensures consistency.
Too many forms frustrate users. Group related fields into fewer, larger forms rather than many small ones.
When sending forms, always include a brief email explaining what you need and why. Don’t just send a bare form link.
When you need to update existing case fields from a contact, use “Ask with Form” instead of creating custom forms to maintain field alignment.
Design your template steps in logical order. Consider conditional steps for different scenarios.
Create test cases and execute steps to verify they work as expected before sharing templates with your team.
In template step descriptions, explain the business purpose. This helps team members understand when/why to activate each step.
Attach documents (PDFs, guides, instructions) to email steps when relevant. Keeps everything in context.

​
Next Steps

Case Templates

Design predefined steps in templates

Forms

Learn about form design and configuration

Case Statuses

Coordinate steps with case status transitions

Case Data

Understand case fields for “Ask with Form”