Handover and case management · Step 5 of 6
Handed over, ready to act on.
When a matter needs a person, the assistant hands it over with what your team needs: what is known, what was promised and what is still open. One case keeps chat, email and calls together until the matter is solved.
Case #11 · Order for 40 cinnamon buns
- Status
- Waiting on us
- Assignee
- Maria
- Channels
- ChatEmailPhone
Case brief
Known
- Lena Berg, verified email
- Wants 40 cinnamon buns for an office event on Friday
- Asked about gluten-free options
- Delivery to office, Friday 08:00
Promised
Confirm gluten-free availability by Thursday 12:00
Still open
Invoice address needed
Timeline
Chat · Tue 14:02
Customer asks to order 40 buns for Friday. Assistant hands over, case #11 opened.
Email · Tue 16:40, Maria
Thanks Lena, we can do 40. I will check gluten-free and get back to you by Thursday noon.
Email · Wed 09:15, Lena
Great. Can you deliver to our office?
Phone · Wed 11:20, Maria
Called Lena, delivery confirmed for Friday 08:00.
The case brief
The AI writes and maintains a short brief on every case, listing what is known, what was promised and what is still open. It updates in the background as new messages, notes and conversations arrive, so your team never starts from scratch.
One matter, every channel
A refund that starts in chat, continues by email and ends with a phone call is one case. Every message from every linked conversation appears on one timeline, together with internal notes and a record of every change.
A handover the customer understands
When the assistant hands a chat over, the customer verifies their email address and receives a case number. Your team can reply by email after the customer has left the chat.
Replies drafted with full context
Ask the AI to draft a reply with the whole case as context. Your team always reviews before anything is sent. When you bring in a supplier or other third party, the case brief stays out of the draft.
No duplicate cases
Before opening a new case, KonversAI checks whether the same verified person already has an open case, or one solved in the last 14 days. If so, it suggests the likely match and your team confirms with one click.
Queues and smart assignment
The AI reads the case, understands what it is about, and assigns it to the person who should solve it. Follow-up dates make sure nothing slips. Each case has one of six statuses, from Open to Closed, and a customer reply reopens a solved case automatically.
To sort
New email from Lena Berg:
Could we add 10 more buns to the order?
Likely match
Case #11 · Order for 40 cinnamon buns
#11 · Order for 40 cinnamon buns
Lena Berg
Waiting on usMaria#12 · Wrong item in delivery
Tom Hansen
OpenJonasAssigned by AI#10 · Allergy question about rye bread
Sara Lie
Waiting on customerJonas#8 · Invoice for October order
Nordic Events AS
SolvedMaria
Why case handling with KonversAI is simpler
Most helpdesks turn every message into a ticket and leave the rest to your team. KonversAI does the groundwork first, so your team starts where the real work is.
| Traditional helpdesk | KonversAI | |
|---|---|---|
| What lands in the queue | Traditional helpdeskEvery message becomes a ticket, including the simple ones | KonversAIOnly matters that need a person. The assistant resolves the rest on its own. |
| Who handles it | Traditional helpdeskSomeone reads the ticket and decides who should take it | KonversAIThe AI understands the case and assigns it to the right person |
| Opening a case | Traditional helpdeskSomeone creates it and fills it in | KonversAIIt opens itself at handover, and the customer gets a case number |
| Getting up to speed | Traditional helpdeskRead the whole thread to understand the matter | KonversAIThe AI-written brief shows what is known, promised and still open |
| Same customer, new message | Traditional helpdeskDuplicate tickets you merge by hand | KonversAIThe AI suggests the matching case, you confirm with one click |
| Several channels | Traditional helpdeskOne ticket per channel | KonversAIOne case across chat, email and phone |
| Writing a reply | Traditional helpdeskStart from a blank field | KonversAIA draft with the whole case as context, reviewed by your team |
FAQ
What is the difference between a case and a conversation?
A conversation is one chat, one email thread or one call. A case is one customer matter that can hold many conversations, across channels. Conversations the assistant resolves on its own never become cases.
Can the customer see the case brief or internal notes?
No. Customers only see the messages your team sends, and the case number they receive at handover.
How does KonversAI know two conversations are from the same person?
Only through contact details the customer has verified, such as a confirmed email address. Never by a name or address the customer just typed.
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