Working a case
Once a case is in your dashboard, here is what you can do with it.
Change its status
As a case progresses, move it through the workflow: New → In review → Assigned → Closed → Archived. Update the status from the Case Management panel on the case detail screen so the rest of your team can see where things stand. For what each status means, see Status lifecycle.
Correct the domain
The assistant proposes a domain, but it can get it wrong. If a case is filed under the wrong legal area, change the Domain selector on the case. This keeps your filters and reporting accurate. The eight domains are listed in Domains.
Add internal notes
Record your own observations, next steps, or questions as internal notes. They are timestamped and attributed to you, and are only ever visible to staff — the client never sees them.
Upload and download documents
Attach evidence to the case, or download what the client supplied. Accepted file types are PDF, images, Word, and text, up to 10 MB each.
The assistant only ever sees the file names of what the client uploads, not the contents — it does not read the files. So anything the Case Record says about a document reflects the filename plus what the client described in conversation. Open the file to read it yourself.
Delete a conversation
A clinic administrator or super admin can permanently delete a case's chat transcript with the Delete Conversation button in the case header, next to the export buttons. It appears only when the case has chat messages, and asks you to confirm first. Caseworkers cannot do this.
This removes every chat message for the case, but leaves the case itself, its Case Record, internal notes, and uploaded documents intact. It cannot be undone, and is separate from archiving the case or deleting the whole case.
Archive (and deletion)
- Archiving removes a case from the active list but keeps it. It is fully reversible — unarchive at any time.
- Deletion permanently removes a case and cannot be undone. It is restricted to super admins.