Cases (CRM)

A Case is a unit of work for a client. The platform's lightweight CRM. Every audit, monthly cycle, one-off blog post, website project, or support request lives in a case. Cases group related tasks, documents, messages, and approvals so context isn't scattered.

When you'll see cases get created automatically

• A client buys something from your storefront → a case opens in your inbox.
• A client requests work via /request-work → a case opens.
• A client submits a public intake form → a case opens.
• A marketplace buyer purchases your service → a case opens on your side.
• A monthly recurring service rolls a new cycle → a new case opens.

When you'll create cases manually

• A client emails you to ask for something new.
• You proactively open work on an existing relationship.
• You're tracking a multi-week project.

Case statuses

Status	Meaning
new	Just opened. Not yet triaged.
awaiting_intake	Waiting on the client to submit an intake form before work can start.
awaiting_documents	Waiting on the client to upload required documents.
in_progress	Active work happening.
review	Work done; client reviewing or final-QA.
active	A recurring engagement (monthly retainer) in steady state.
paused	Paused (client unresponsive, dependency blocked).
complete	Work delivered; awaiting close-out / final acknowledgment.
closed	Done. Outcome recorded.
canceled	Abandoned without completion.

Two list views

• Cases (all) — what your team owns. Filter by status, owner, business, type, date.
• My Cases — cases assigned to you specifically.

End customers see their own version at /my-cases (only their own cases).

A case's tabs

When you open a case detail page:

Overview

• Summary, status, priority, owner
• Source (where it came from — storefront, intake form, request-work)
• Timeline of automatic events (status changes, assignments, sub-events)
• Quick-actions: assign, change status, mark complete

Tasks

• A checklist of sub-actions for this case. Each task has assignee, due date, status.
• Useful for breaking down a multi-week project.
• Tasks roll up to the case status (case is "in progress" if any task is in progress).

Documents

• Files uploaded for or generated by this case.
• Onboarding intake responses (scoped to this case if the intake was triggered by purchase of a service tied to this case).
• Deliverables (proposals, drafts, finals).
• Read-only when the case is closed.

Messages

• Threaded chat with the client about this specific case.
• The client sees the same thread in their /my-cases/:id/messages view.
• Email notifications on both sides for new messages.

Internal Notes

• Not visible to the client. Use for team-internal coordination, billing notes, watch-outs.

Activity

• Audit log of every event on this case: who changed status, who assigned, what was sent to the client, when.

Assigning cases

Cases have a primary owner (one person) and optional collaborators (multiple).

• The owner is the point of contact internally.
• Collaborators can edit, see, and act on the case but aren't the named owner.
• For cases worked by an external service-provider org, access is granted via a separate Provider Access record (not via a team role on OrganizationUser). The provider sees the case in their own workspace and nothing else from yours. See Roles & Permissions for details.

Case → Profile / Business attribution

Every case is tagged with:

• businessId — the client business this work is for.
• profileId — if it's profile-specific (e.g. a post for one location).

Important: case queries are profile-scoped, not business-scoped, when there are multiple profiles under one business. This prevents docs from leaking between sibling locations. If you have two profiles for "Joe's Plumbing" (Austin and Dallas), each location's cases are isolated.

Recurring cases

For monthly retainers, recurring cases are driven by the service catalog: configure the cycle (monthly, quarterly, etc.) on the service in Settings → Services, and the platform opens a fresh case at each cycle start with the service's task template pre-populated. A per-case Convert to Recurring action (turning any one-off case into a recurring schedule from the case detail view) is on the Roadmap.

Bulk operations

Case-level bulk operations (bulk re-assign, bulk close with a shared outcome note, CSV export) are on the Roadmap. Today, bulk operations are available on calendar entries (generate / schedule / reschedule / submit-approvals), and case-level workflow is one case at a time.

Cases & billing

Cases optionally link to invoices or subscriptions:

• A storefront purchase auto-links the resulting case to the Stripe Subscription.
• Invoices appear in the customer's /my-billing and on agency-side billing reports.

Manually generating a one-off invoice from a case (instead of via a storefront purchase) is on the Roadmap.

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Next: Contacts