The case board

The case board shows every case moving through one pipeline, step by step, lets you filter down to what needs your attention, and opens a case when you select it — with the real person behind it right there.

Pick a pipeline

At the top of the board is the pipeline picker. Choose the pipeline you want to work in, and the board shows only that pipeline's cases. If you help run more than one process, this is how you switch between them.

If your role lets you set up pipelines, you'll also see a Manage pipelines option next to the picker. New to building one? See Build your first pipeline.

The helper panel on the left

Down the left side is a list of cases with two tools at the top:

• Search — start typing a name in Search cases… to jump straight to a case.
• Filter by step — narrow the list. Handy filters include:
  • Action Required — only cases that are waiting on something from your side, so nothing slips through the cracks.
  • All New, All Active, All Pending, All Cases — quick groupings.
  • Your pipeline's own steps, grouped into Active, Completed, and Closed.

Each case in the list shows its current step and a Next: line — a hint of the next move you can make. The footer keeps a running count, like "12 cases · 3 need action."

Cases that need you

Set the filter to Action Required at the start of your day to see exactly who's waiting on you.

Add a new case

Select the ＋ button at the top of the list to start a new case. See Creating a case for the full steps.

Cases and appointments

The board can show two views: Cases (the list above) and Appointments (a month calendar of visits you can page through, with each day's visits marked by status). Use the toggle at the top to switch between them.

Unlike the case list, the Appointments calendar spans your whole workspace — it shows every visit across all your pipelines, not just the one you're viewing. Select a visit to jump straight to its case.

Open a case

Select any case in the list to open it on the right, with all its tabs and the Update Status button for moving it forward.