Skip to main contentThis glossary provides quick-reference definitions for Penbox-specific terms. Each entry defines what the term means in plain language, with links to relevant feature pages for more details.
Automation
A rule that makes cases or forms work without manual intervention. Automations can trigger status transitions, show or hide steps, execute actions automatically, or send data to external systems when conditions are met.
Learn more about Automations →
Case
The fundamental unit of work in Penbox. A case is an intelligent workflow that orchestrates all interactions with contacts through steps, collecting structured data and handling documents throughout the workflow.
Learn more about Cases →
Case Template
A reusable blueprint for recurring case types. Templates pre-configure the steps, contacts, data schema, automations, and statuses that new cases will start with.
Learn more about Case Templates →
A person involved in a case. Every case has a Main Contact (the primary individual the case is about) and can have Secondary Contacts (additional stakeholders like brokers, experts, or partners).
Main Contact
The primary individual a case is about. Every case has exactly one Main Contact.
Additional stakeholders in a case beyond the Main Contact. Secondary Contacts can include brokers, experts, partners, or opposing parties.
Data Schema
The structured information a case collects. A data schema defines what data points the case tracks, organized into sections, with each data point having a type, visibility settings, and optional AI descriptions.
Learn more about Data →
Document Generation
Creating documents by injecting collected data into templates. Supports Word and PDF templates with variable placeholders, allowing documents to be generated, downloaded, attached to cases, or sent for signature.
Document Intelligence
AI-powered processing that automatically extracts and validates data from documents received within cases. Document Intelligence uses AI descriptions on data points to understand what to look for and where.
Digital Signature
Legally binding electronic signature applied to documents within Penbox. Supports multiple authentication methods (handwritten, SMS OTP, email OTP, Itsme, Swisscom) and multi-signer workflows where documents require sequential signatures from multiple parties.
Email Intelligence
AI-powered email classification and drafting. Email Intelligence automatically labels incoming emails, can trigger case creation, and prepares draft responses based on configurable prompts.
A collection of steps and elements used to collect information. Forms can be external (sent to a contact) or internal (completed by a case manager). Within cases, forms are the primary way to gather structured data from contacts.
Learn more about Forms →
A reusable structure that defines a form’s steps, elements, welcome page, completion page, notifications, and behavior. Form templates are what you design in the visual editor or through penscript.
Learn more about Form Templates →
A saved configuration of a form template with specific options, settings, and defaults. Presets let you reuse the same form template with different security requirements, default values, or invitation templates.
Learn more about Form Presets →
A step type where a form is completed by the case manager rather than sent to a contact. Internal forms are used for internal documentation, approvals, or team-facing data collection.
Member
A user who can log in to a Penbox workspace. Members have roles (Administrator, Manager, or Restricted Access) that control their permissions and access to cases and settings.
penscript
A proprietary JSON language that powers all Penbox configuration. penscript adds advanced logic to static JSON, enabling conditional behavior, complex automations, and dynamic configurations that go beyond the visual editor.
Status
An indicator of where a case or form stands in its lifecycle. Cases progress through statuses like draft, pending, in_progress, and closed. Forms have their own status model including created, in_progress, completed, and processed.
Learn more about Case Statuses →
Learn more about Form Statuses →
Step
An individual action within a case workflow. Steps can be Email (outbound email), SMS (outbound text message), Email + Form (sends a form to a contact), or Internal Form (completed by the case manager).
Learn more about Steps →
Variable
A reference to data collected or available within Penbox. Variables can reference form responses, case data, contact information, or member details. Variable syntax is documented in the penscript section.
Workspace
Your organization’s Penbox environment. A workspace contains all your cases, forms, templates, contacts, settings, and members. Each workspace operates independently with its own branding, configuration, and data. 