Some cases can be resolved with a single response. Others involve multiple steps, different people, and work that happens over several days.
Case plans are created and maintained automatically by AI. The Autonomous Case Planner analyzes each case, generates the tasks needed to resolve it, updates the plan as the case changes, and coordinates work between people and AI.
Employees don't see the case plan. They continue to interact through the public case conversation.
Note: The Autonomous Case Planner is available on supported subscription plans only. There isn't a setting in Case setup to enable or disable it.
Case plans are available on Standard and higher subscription plans. When your organization is entitled to the feature, the Autonomous Case Planner runs automatically. Organizations on Free and Starter plans don't have access to case plans.
When a case plan is created
The Autonomous Case Planner creates a case plan when:
- The case has been assigned to an agent.
- A case plan doesn't already exist.
- Your organization has available case plan capacity.
After the initial plan is created, the planner continues to review the case as work progresses. For example, it may update the plan when tasks are completed, new information becomes available, or additional work is identified.
Until a plan has been created, the Case plan tab may display Case plan not yet generated.
Case assigned
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Autonomous Case Planner creates a case plan
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AI and people complete tasks
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Planner reviews and updates the plan
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Case resolved
How tasks are created
The Autonomous Case Planner generates tasks based on the current case rather than using predefined templates.
To determine what work is required, it considers information such as:
- The case conversation
- The case title
- Categories
- People associated with the case.
- Relevant knowledge articles, policies, and processes from your organization's knowledge base.
By combining the case details with your organization's documented policies and procedures, the planner generates the tasks needed to resolve the case, including task owners, dependencies, and due dates where appropriate.
This means the quality of your case plans depends on the quality of your knowledge content. Well-structured, accurate, and up-to-date policies and process documentation help the planner generate more relevant and actionable tasks.
As work progresses, agents can add, edit, reassign, complete, cancel, or reopen tasks as needed.
Shared ownership
Case plans support work performed by both people and AI.
| Owner | Typical work |
| AI Assistant | Information lookups, research, draft responses, and automated actions. |
| People | Decisions, approvals, employee communication, and work requiring human judgment. |
This allows AI to complete routine work while people focus on tasks that require expertise, context, or approval.
Track progress
The Case plan organizes work into four sections:
| Section | Purpose |
| Next up | Tasks that are ready to be worked. |
| Blocked | Tasks waiting for another task to be completed. |
| Completed | Finished tasks. |
| Canceled | Tasks that are no longer required. |
The case list can also display task progress, allowing agents to monitor completion across multiple cases. Agents can create views to highlight overdue, due soon, incomplete, or unplanned work.
Task reminders and notifications are sent to task owners when case plans are available for your organization.
Audit and exports
Every significant change to a case plan is recorded in the case history, providing a complete audit trail of how the plan evolved over time.
When you export a case, the case plan is included in the exported record alongside the case conversation and other case information.
For information about working with case plans, see About case plans and Work with a case plan.