Cases

Cases

      
  Case Amplify Knowledge Base

Title: Cases

Version: 2026-02-20

🔍 Overview

This article summarizes the concept of cases and how to navigate the data associated to the cases in the Case Amplify solution.  Cases are the central entity in Case Amplify. A case represents an individual or family receiving services from an organization. Cases track client information, communication history, program participation, assigned workers, and AI-generated summaries to help case workers manage their caseloads effectively.

🛠️ Features

Case Search and List

·       
The Cases List is the primary view for case workers to browse, search, filter, and manage their caseload. It provides an at-a-glance overview of all cases with key information such as priority, state, programs, unread messages, and assigned users.  This is the default case list.

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·       
The Cases List displays the following information for each case:

Column

Description

Name

The case name with a selectable checkbox. Individual cases display a user icon; case groups display a family icon. Clicking the name navigates to the case detail page.

Priority

Shows the AI-assigned priority level (Stable, Sensitive, or Urgent) as a color-coded chip along with the number of days at the current priority. Clicking the chip allows case workers to change the priority inline with a reason.

State

The current case state name and number of days in that state. An archive icon is shown for cases in an archive state.

Programs

Program names displayed as chips. Up to three programs are shown; additional programs are indicated by a "+ N" overflow chip.

Notices

Icons with counts for unread SMS messages, unread email messages (if the tenant has email enabled), and upcoming events.

Phone Number

The case's primary phone number in a human-readable format.

Assigned To

Chips showing the names of case workers assigned to the case.

Actions

A context menu for performing actions on the case.

Case Filtering

·       The default filter only shows cases assigned to you. You can change the filters to suit your needs.  Filters are available to narrow down the cases displayed. On desktop, filters appear in a collapsible panel; on mobile, they open in a dialog. A badge indicates how many filters are currently active. Click on the filter icon to edit the filter options.

·       
All filter selections are persisted in the URL query string, enabling deep-linking and bookmarking of specific filtered views.

·       
When no Case State filter is selected, archived cases are automatically hidden from the list.

 

Filter

Type

 

Description

Search

Text

Searches by case name, phone number, or email address. Also searches within child cases of groups. Always visible in the top row.

Sort By

Dropdown

Determines the sort order of results. Options: Priority (default), Last Updated, Days in State. Always visible in the top row.

Programs

Multi-select

Filters to cases enrolled in one or more selected programs.

Case State

Single select

Filters to cases in a specific state. Archive states are indicated with an icon.

Priority

Dropdown

Filters by priority level: Unknown, Stable, Sensitive, or Urgent.

Assigned Users

Multi-select

Filters to cases assigned to one or more selected users. Defaults to the current logged-in user on page load.

 Case Groups

·      Cases can belong to groups (e.g., a family). In the list, groups appear as expandable rows:

o  
Group rows display a family icon and can be expanded to reveal their child cases nested underneath

    • Individual cases within a group each have their own row with full functionality
    • A toggle button allows expanding or collapsing all groups at once
    • Selecting the "Select All" checkbox also expands all groups
  • In this example, the group name is the Smith Family and Pepper is part of the group.

Case Editing and Bulk Actions

·       
Case workers can select one or more cases using the checkboxes in the Name column. A "Select All" checkbox in the header selects all visible cases. You can access the bulk actions.

·       
 When cases are selected, the following bulk actions become available:

 

Action

Description

Edit

Opens an edit dialog for the case (single selection only).

Create Group

Creates a new case group containing the selected cases.

Add to Group

Adds the selected cases to an existing case group.

Add to Programs

Adds the selected cases to one or more programs.

Send Message

Opens the SMS send dialog for the selected cases.

Invite to Event

Invites the selected cases to an event.

Assign Cases

Assigns the selected cases to one or more users (bulk selection only).

·       
Individual rows also have a per-row action menu with the same options (in single-case mode). Case group rows have their own menu for editing the group.

 

Add a New Case

The "+" button in the list header provides options to add new cases:

Option

Description

Add Case

Opens a dialog to manually create a new case.

Add Group

Opens a dialog to create a new case group.

Import Cases

Opens an Excel import dialog supporting .xlsx and .xls files, with a downloadable template.

Start a Conversation

Navigates to the Conversations page to create a new case via an AI-powered voice conversation.

Upload a Document

Opens a dialog to create a new case by uploading and analyzing a document with AI.

 

·       
The three horizontal dots on the right side of each case allow quick links to update and access critical features on a case.  The features available are:

o  
Edit Case

o  
Create group

o  
Add to group

o  
Add the case to a program

o  
Send a message

o  
Invite to event

 

đź“Ł Feedback and Support


We’d love to hear from you!

If you have questions or feedback, reach out to support@caseamplify.com.

 



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