- Head over to System > Workflows. Here you will see all existing button workflows. Open the Case Workflows tab:
- To create a new button that will appear in the case pages, click the + Create New Case Workflow button:
- This will bring up a page with choices in menu items to configure your workflow button. Let's look at them in detail.
In this section, you must create a label name for your button that will adequately describe its function to your agents. Keep it short.
You may also select an icon and color for this button.
In the description text, you may add a lengthy description for your agents. When your agents hover over the button on a case page, this description will appear.
The external ID is a custom ID that can be used by your organization developers to detect when the button is pressed using webhooks. It is optional.
In this section, you can choose to add your first action to your button.
By default, nothing will occur, however, you can elect to create a button the will either close the case or open a new one (by making a copy of the current one).
This section will enable your button to either re-assign the case to a new agent or a new team.
When re-assigning the button, you can either pre-set a specific agent/team or let the user choose the agent/team at the time the button is pressed.
When a case is created, it will be related to an entity. You can use the button to whitelist that entity for the rule that created this case or for all rules (global).
This is very useful for immediately removing false positives created by known non-fraudulent entities.
In selecting either Global or Just for this rule, you will also have the option to select the duration the entity will be whitelisted. For example, you could whitelist an entity that is a beta user of your platform for a 15 day trial. You could also whitelist a test account or a gold/VIP user that was mistakenly caught by a rule.
If you are not familiar with tags, please checkout the Tags section.
You can add existing or new tags to your case using the button.
You can remove tags from the case using the button.
You can automatically apply a disposition (resolution description) to your case using the button. For example, you could automatically disposition the case to a "False Positive".
You can also add custom notes to a case using the button such as "Closed due to Court Order 45.168".
- Once you are done programming the workflow of the button, click Create Workflow:
Updated 9 months ago