Cases

Cases is a built-in support case management system in KronChat. When a customer conversation reveals a specific issue that needs to be tracked, logged, or escalated, agents can turn individual messages into a structured support case — without leaving the conversation.

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What Is a Case?

A case is a formal record tied to one or more messages from a conversation. It captures:

• A title summarising the issue
• A case type (General, Technical, Billing, or Access)
• A priority level (Low, Medium, High, or Urgent)
• An AI-generated summary of the selected messages
• A link back to the source conversation

Cases are visible in the Support Cases panel in the right sidebar of any conversation.

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Identifying Conversations with Cases

In the conversation list, conversations that have been linked to a case display a support-case label badge. This lets agents quickly identify which conversations have an active or resolved case attached.

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Creating a Case from a Conversation

1. Open any conversation in KronChat
2. Right-click on any message you want to include in the case
3. Select Select message from the context menu
4. The message is highlighted with a selection indicator
5. Select additional messages if needed — all selected messages will be included in the case
6. A floating action bar appears at the bottom — click Create Case
7. A case creation form opens with:
   • Title — auto-suggested by AI, editable (max 80 characters)
   • Case Type — General, Technical, Billing, or Access
   • Priority — Low, Medium, High, or Urgent
   • AI Summary — a generated summary of the selected messages
8. Review the details and click Save to create the case

Note: Once a message is part of a case, it shows a case indicator icon. Hovering shows "This message is logged under Case #ID."

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Support Cases Panel

Open the right sidebar (person icon, top-right of any conversation) and expand the Support Cases accordion to see all cases linked to that conversation.

For each case you can see:

• Case ID and title
• Type and priority
• Current status (Open, Pending, or Resolved)
• The AI-generated summary

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Case Statuses

When a case is resolved, a support-case-resolved label is automatically added to the conversation as an audit record.

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Cases Webhook

Administrators can configure a webhook to receive case events in external systems (e.g. a CRM, ticketing platform, or Slack).

Go to Settings → Integrations → Cases Webhook to set up the endpoint.

Events sent:

• case.created
• case.resolved
• case.escalated
• case.reopened

Each event payload is signed with an X-KronGage-Signature header (HMAC-SHA256) for verification.