Appearance
Moving a case
As things happen (you reach someone, documents come back, a visit wraps up), you move the case one step further along the process you designed.
Use the Update Status menu
Open the case and select Update Status at the top. A short menu appears with the moves available from the current step. Choose one, and the case moves right away.
Each case card in the left panel shows a Next: line with a suggested next step, so you can see where a case is headed without opening it. That's only a preview — to actually move the case, open it and use Update Status.
You'll need edit access
Moving cases is for teammates with edit access to the workflow. If your role is view-only, you won't see the Update Status button — see Roles and permissions.
Add a note to a move
Next to each move in the menu is a small pencil. Select the pencil instead of the name when you want to say why. The Update status window opens and shows the step the case is on and the step it's moving to. Type what happened under Notes (optional), then select Update status.
The note appears on the case's timeline, right under the move. A teammate reading the history later sees your reasoning, not just the date.
Moves that finish or close a case always open this window, so you can add any final notes before the case is completed. You can leave the note empty.
Keep it short and specific
"Left two voicemails, no call back" helps more next month than "moved". A note can be up to 2,000 characters.
If the case moved while you weren't looking
A teammate can move the same case while you have it open. If you then choose a move that no longer fits, the portal tells you and refreshes the case so you see its current step. Just pick again.
How steps work
Steps run in the order your workflow is set up, so the choices you see always match your own process.
Your workspace may differ
The step names and the moves between them are part of your workflow's setup, so yours will match your team's process — not the neutral examples used here.
When a step needs something first
Some steps ask for something to be done before a case can move on. Until it's taken care of, that move stays blocked. A step might need:
- a signed document — a form you sent for signature comes back signed;
- an approval — a teammate signs off on the case;
- a waiting period — a set amount of time has to pass first.
The portal keeps track of these for you. A signed document, an approval, or an elapsed wait clears the block on its own, so the move opens up when it's ready — but you still choose when to make it. Any documents a step is waiting on show on the case's Overview tab, so you can see what's still needed.
Undo a mistake
Need to make a change to the case status? An admin can put the case back to the correct status. Workspace Admins and Intake Admins see Revert… at the bottom of the Update Status menu.
- Open the case and select Update Status, then Revert….
- The Revert status window shows the step the case is on now. Under Move to, the portal suggests the step the case just came from. Keep it, or choose any other step in the workflow.
- Under Why, explain what went wrong. This is required — at least a short sentence.
- If the step you're moving to has checks (a signed document, an approval, a waiting period) and they should be done again, turn on Require this step's requirements to be met again. Leave it off if the work was genuinely done.
- Select Revert status.
The move is saved on the timeline as a Correction, with your name, the step it came from, and your reason. The history stays honest even when a mistake is undone.
It skips the usual path
A correction can move a case to any step, forwards or back, without the checks a normal move has. Use it to fix mistakes, not as a shortcut.
If you manage one workflow
If your intake admin role covers a single workflow, Revert… works on that workflow's cases only. On another workflow's case the portal says "You can't correct cases in this workflow."
If someone else moved the case while the window was open, the portal says so and refreshes the case. Check the current step and try again.