🧐How To: Use Automation to Move a Case to Another Inbox

In this guide, you will learn to create an automation that moves a case to another inbox when the agent resolves the case.

Scenario

• 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:

Scenario Flow Diagram

Prerequisites

• 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".

Creating the Automation

• Go to Admin Tools / Automation.

• Select a unit.

• Select the Consultation inbox.

• Click New Automation to open the New Automation dialog.

• Name the automation "Move to Back Office".

• Choose "Resolved" from the Trigger dropdown.

• Click Create.

Adding Condition

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.

Case Tags Condition Dialog

Adding Action

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.

Move Case Action Dialog

Your automation should now look like this:

Automation Page

This is it!

Cases in the Consultation inbox will be moved automatically to the Back Office inbox if tagged with the "Requires Verification" tag.

See Also

⚒️Managing Automations