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Recipe: Auto Case Log

Use Auto Case Log so AI reads the conversation transcript and fills blank case-log fields for you. Pair it with other actions when you also want tags, categories, notes, or an internal summary comment.

What Auto Case Log does

Auto Case Log lets AI read the transcript and fill in blank case-log fields. It does not replace fields that already have values.

Tags, categories, dispositions, and internal comments are separate actions. To enrich a case more fully, chain them after Auto Case Log (see below).

Before you begin

  • Configure the wrap-up / Case Log fields under Settings, then Case Log (Disposition is built-in; add custom fields as needed).

  • Decide whether this should run automatically (for example when a chat closes) or on demand (manual / custom workflow).

Pattern A: fill case log when a chat closes

  1. Go to Workflow and click New workflow.

  2. Name it, for example Auto case log on close.

  3. Trigger: When a chat room is closed.

  4. Conditions: optional (for example a channel filter).

  5. Action: Auto Case Log.

  6. Save and enable the workflow.

Pattern B: fuller auto-enrichment (recommended combo)

Chain actions in this order so AI fills blanks first, then you apply structured labels:

  1. Auto Case Log (fill blank case-log fields from the transcript)

  2. Add Chat Tags (fixed tags you choose)

  3. Set Categories (up to 3 levels)

  4. Add Note (optional fixed or process note on the case log)

  5. Set Disposition (optional)

  6. Add Comment (optional internal summary; see AI conversation summary comment)

  7. Close Chat (only if the conversation is still open; skip if you already triggered on close)

Use this combo in a When run manually workflow for one-click agent wrap-up, or on When a chat room is closed for automatic enrichment. For the manual wrap-up pattern, also see One-click wrap-up and Manual Workflows Shortcut.

Re-run on past cases

Open the CX Log, select conversations, and use bulk Run workflow with a manual workflow that includes Auto Case Log. Cases without a conversation (for example plain call logs) are skipped.

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