Every case includes a conversation that records communication, collaboration, and key events throughout the lifecycle of the request. Understanding how conversations work helps you communicate effectively with employees while keeping your team informed.
The conversation brings together public updates, internal collaboration, AI-assisted activity, and a history of important case changes in a single timeline.
Types of conversation activity
A case conversation can include several types of activity.
| Activity | Who can see it | Typical use |
| Public updates | Employees, agents, managers, and collaborators with access | Communicate with the employee, request information, and provide progress updates. |
| Internal notes | Agents, managers, and authorized collaborators | Share information with your team that employees shouldn't see. |
| Ask AI | Only the person using Ask AI | Ask questions, summarize information, or generate draft responses without affecting the case conversation. |
| System activity | Agents, managers, and auditors | Records events such as status changes, assignments, routing decisions, and lifecycle updates. |
Public updates
Public updates are the primary way to communicate with employees.
Use public updates to:
- Answer questions
- Request additional information
- Explain what will happen next
- Confirm when work is complete
Employees see public updates in the employee portal and receive notifications based on your organization's notification settings.
Because employees don't see internal notes or AI conversations, each public update should be complete and understandable on its own.
Internal notes
Internal notes allow agents to collaborate without notifying the employee.
Use internal notes to:
- Share investigation findings
- Ask colleagues for advice
- Record information that helps resolve the case
- Provide context for future agents working the case
Internal notes remain part of the case history but aren't visible to employees.
Ask AI
Ask AI helps you understand and work cases more efficiently.
You can use Ask AI to:
- Summarize long conversations
- Clarify case context
- Generate draft responses
- Ask questions about the case
Ask AI conversations are private to you. AI-generated content isn't shared with employees or teammates unless you choose to include it in a public update or internal note.
Always review AI-generated content before using it.
Conversation best practices
Keep these guidelines in mind when working with case conversations:
- Use public updates whenever you're communicating with the employee.
- Use internal notes for team discussions and investigation details.
- Review AI-generated content before sharing it.
- Keep updates clear, concise, and action-oriented.
- Avoid duplicating information across public updates and internal notes.