How To: Use Automation to Move a Case to Another Inbox
Last updated
Last updated
In this guide, you will learn to create an automation that moves a case to another inbox when the agent resolves the case.
An agent processes cases from the Consultation inbox.
If the case requires additional back office work, that agent tags the case as Requires Validation.
The agent resolves the case.
Automation is triggered. If the case is tagged as "Requires Validation", it is moved to the Back Office inbox. Otherwise, the case is closed.
The following diagram depicts the scenario:
Create a route from the Consultation inbox to the Back Office inbox. Cubu can only move a case if there is a route.
Create a tag named "Requires Verification".
Go to Admin Tools / Automation.
Select a unit.
Select the Consultation inbox.
Name the automation "Move to Back Office".
Choose "Resolved" from the Trigger dropdown.
Click Create.
In this step, we will add a condition to check if the case is tagged as "Requires Validation".
Click Add Condition.
Choose "Case tags" from the Condition dropdown.
Keep the default behavior ("All tags").
Click Save.
This step will add the action that moves the case to the Back Office inbox.
Click Add Action.
Choose "Move case to another inbox" from the Action dropdown.
Select Back Office as the Target Inbox.
Click Save.
Your automation should now look like this:
This is it!
Cases in the Consultation inbox will be moved automatically to the Back Office inbox if tagged with the "Requires Verification" tag.
Click New Automation to open the New Automation dialog.
