Connected Channels. Shared Case Context.
Configured connections can bring relevant interactions into a shared case record. AI may suggest a category, summary or route from authorized context; a person checks the source and remains responsible for the final decision.
- SOURCEInteractions from configured, permitted channels
- AI MAY SUGGESTPossible category, summary or route
- PERSON REVIEWSPerson checks source and uncertain case matches
- PERSON DECIDESPerson confirms the match and next action
Available channels and records depend on configuration. Illustrative only; availability depends on configuration.
Connected
Channels depend on your approved setup
Context
Relevant history available to authorized teams
Review
People check AI suggestions against source
Configured
Case links follow agreed workflow rules
What it does
Bring Relevant Interactions Into Case Context
Customer interactions may arrive through different channels and systems. The information available to a case team depends on which sources are connected, the configured workflow and the user's permissions.
Where configured, a case record can bring related interactions and actions together. AI may suggest a category, summary or route from authorized case context; a person checks the source and confirms the match and next step. Appropriate specialists should oversee vulnerable or regulatory matters.
How it works
Contact arrives through a connected channel
Email, phone, chat, social, SMS or web form may be included where connected through the approved architecture. Available channels and intake rules depend on your setup.
Review possible case matches
AI may suggest a category, summary or route from authorized case context. A person checks the source and confirms whether the contact belongs with an existing case.
Add context to the case record
Under your configured workflow, an authorized person can link the contact to an existing case or create a new record. The case can bring related interactions and actions together.
Authorized teams review available history
A case view can present connected interactions and recorded actions that the user is permitted to access. Information in unconnected systems is not assumed to be available.
Record the decision and next step
The responsible owner records the reviewed outcome and agreed follow-up in the case. Specialists should oversee decisions involving vulnerable people or regulatory matters.
Industry use cases
Omnichannel Inbox Across Industries
Telecommunications
Where the relevant channels are connected, teams could bring related complaint interactions into a case record. An authorized reviewer confirms the match and checks the source; regulatory matters require specialist oversight.
Retail & Ecommerce
A configured workflow could help an authorized team bring related return contacts together when the source channels are connected. A person verifies the issue and remains responsible for the resolution.
SaaS & Technology
If support and engineering sources are connected, teams could link relevant messages and actions to a shared case. People verify which records relate to the same incident.
Healthcare
Where approved channels are connected and access is authorized, a case record could help organize related patient concerns. Appropriate clinical specialists must review the source and remain responsible for care decisions.
Why it matters
Connected Case Context vs Separate Channel Workflows
The case context available to a team depends on connected sources, permissions and workflow design. Configure the handoffs and review steps that fit your operating model.
| Capability | Configured case workflow | Siloed Channel Tickets |
|---|---|---|
| Bring connected interactions together in a configured case view | ||
| People review case matches and may use available history | ||
| Access to case context follows configured permissions | ||
| Case creation and linking follow agreed workflow rules | ||
| AI may suggest a category, summary or route for human review | ||
| A person checks source information and makes final decisions | ||
| Channel availability depends on approved connections |
Practical evaluation guide
Planning an omnichannel inbox around the connected sources
An omnichannel inbox is only as useful as the sources and permissions agreed for its implementation. Confirm which channels are actually connected before assuming that every interaction or historical record will be available to a handler.
Illustrative review scenario
Two messages do not automatically mean one case
An email and another contact might refer to the same issue, or to separate concerns from the same customer. A similar subject line is not enough to decide. Check the available identifiers, the issue described and the relevant history before applying your agreed case-linking process. Missing channel context should remain a known limitation, not be filled in with an AI-generated assumption.
Questions to agree before use
- Which contact sources and historical records are in scope?
- What information can each authorised team access?
- How will people check a possible relationship between contacts?
- Who owns the response when several teams are involved?
Connected intake still needs case ownership and a clear next action. Classification can provide a suggestion for review, but it does not confirm that two contacts belong together.
ResolveCX AI
Connect Relevant Context to Case Review
See how approved channel connections and configured workflows may bring relevant interactions into case records, with people reviewing AI suggestions and making final decisions.
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