Automating Case Activities

Scenario: Your team spends countless hours on repetitive tasks—manually assigning cases, scheduling follow-ups, sending notifications, and updating statuses. You need to reclaim that time and eliminate human error.

The Problem

Before automation, your team faced:

• Manual bottlenecks: Every case assignment, status change, and reminder requires someone to do it by hand
• Inconsistent follow-ups: Some cases get checked on, others are forgotten; it depends on whether someone remembers
• Notification failures: Important updates don't always reach the right person because emails are sent manually or inconsistently
• Wasted time: Your skilled team spends 20% of their day on data entry and routine updates instead of solving real problems
• Timing issues: Follow-up reminders are sporadic; SLAs slip because no one's watching the clock
• Audit gaps: When someone forgets a step, there's no record of why

How Avikto Solves It

Automation Through Workflows

In Avikto, you define workflows that automatically handle repetitive activities. Workflows have three parts:

1. Trigger — When should this happen? (Case created, status changed, date reaches X, field equals Y)
2. Conditions — What additional checks should pass? (Only if priority is "Critical", only if assignee is empty)
3. Actions — What should happen? (Move to queue, change status, send email, notify user)

Common Automations

1. Intelligent Case Routing

Instead of manually assigning every case:

Trigger: Case is created
Conditions: Category = "Billing" AND Priority = "High"
Actions: 
  - Move to queue: "Billing Team"
  - Assign to: "Billing Supervisor"
  - Send notification: "New high-priority billing case assigned"
  - Set due date: Today + 1 day

Now critical billing cases instantly reach the right person with a 1-day deadline, no human involvement required.

2. Automatic Follow-up Scheduling

Instead of manually reminding teams about pending work:

Trigger: Case moves to "Waiting for Customer"
Conditions: Status = "Waiting for Customer"
Actions:
  - Set reminder: 3 days from now
  - Schedule email to customer: "We're waiting on your response..."
  - Tag case: "Pending Customer Input"

After 3 days, if the case is still waiting, an automatic email reminds the customer and alerts your team.

3. Status Updates Based on Time

Instead of manually escalating stale cases:

Trigger: Case status has not changed in 5 days
Conditions: Status != "Resolved" AND Due Date has passed
Actions:
  - Change status to: "Overdue"
  - Tag case: "Attention Required"
  - Send notification to: Current Assignee + Manager
  - Add comment: "Case is overdue — review and prioritize"

Your team is immediately aware of problems without waiting for a daily review.

4. Automated Email Triggers

Keep customers informed without manual effort:

Trigger: Case status changes to "Resolved"
Conditions: None
Actions:
  - Send email to: Customer contact
  - Subject: "Your case [Case ID] has been resolved"
  - Body: "[Custom message template]"
  - Attach: "Resolution Summary"

Every resolved case automatically notifies the customer with a summary.

5. Assignment Chain Management

Route cases through your team systematically:

Trigger: Case assigned to person in queue "Tier 1 Support"
Conditions: Case has not been updated in 4 hours AND Tier 1 agent count = [high]
Actions:
  - Reassign to: Next available "Tier 2 Support" person
  - Move to queue: "Tier 2 Support"
  - Add comment: "Escalated to Tier 2 due to queue depth"
  - Send notification: "Escalation reason: Tier 1 capacity"

Automatically manage queue depth and escalate when needed.

---

Building Your First Workflow

Example: New Case Intake

Let's build a workflow that runs every time a case is created:

Step 1: Define the Trigger

• Trigger: "When New Case Is Created"

Step 2: Add Conditions (Optional)

Only continue if:
- Category = "Support Request"
AND Priority = "High" OR "Critical"

Step 3: Define Actions

1. Move to queue: "High Priority Queue"
2. Change status to: "Needs Review"
3. Notify: Team Lead + Supervisor
4. Set due date: Today + 1 hour
5. Add comment: "Flagged as high priority. Immediate review required."

Result: Critical support requests bypass normal intake and go straight to a supervisor's attention with a 1-hour deadline.

---

Advanced Automation Patterns

Conditional Logic

Create multi-branch workflows based on case data:

If Issue Category = "Billing":
  → Move to "Billing" queue
  → Notify "Billing Manager"
  
Else if Issue Category = "Technical":
  → Move to "Technical" queue
  → Notify "Tech Lead"
  
Else:
  → Move to "General" queue
  → Notify "Default Assignee"

Time-Based Actions

Trigger actions based on dates or time intervals:

When case reaches 80% of due date:
  → Change status to "Final Review"
  → Send reminder to assignee: "24 hours to deadline"
  
When case reaches due date + 1 day:
  → Tag: "Overdue"
  → Escalate to supervisor
  → Send escalation notification

Status Workflow Automation

Enforce your process automatically:

When case status = "In Progress" for > 2 days:
  → Prompt assignee: "Still working on this?"
  
When all required fields are filled:
  → Automatically move to: "Ready for Review"
  
When rejected in review:
  → Return to: "In Progress"
  → Notify assignee: "Returned for revision: [feedback]"

---

Impact: Before and After

Task	Before	After
Case Assignment	Manual, 5 min per case, errors	Automatic, instant, 100% accurate
Follow-ups	Spotty, inconsistent	Scheduled, reliable
Notifications	Manual emails, often missed	Automatic, multi-channel
Status Updates	Weekly batch process	Real-time, driven by conditions
Escalations	Reactive (wait for complaint)	Proactive (automatic when time passes)
Audit Trail	Incomplete	Complete—every automated action is logged

---

Key Automation Features

Feature	What it does
Smart Triggers	Start workflows based on case creation, status change, date conditions, field changes
Conditional Logic	Only run actions if certain conditions are met (priority is high, queue is full, etc.)
Time-Based Actions	Schedule actions days, hours, or minutes into the future
Multi-Step Workflows	Chain multiple actions together (move queue → notify person → set due date → add comment)
Adaptive Routing	Route different cases to different teams based on content
Escalation Rules	Automatically escalate when time passes or conditions change
Email & Notification Integration	Send emails, in-app notifications, or Slack/Teams messages automatically
Audit Logging	Every automated action is logged with timestamp and reason

---

Getting Started

1. Map your manual steps — Write down the repetitive tasks your team does (e.g., "Assign critical cases to supervisor")
2. Define the trigger — When does this happen? (Case created, status changed, 3 days pass)
3. Identify the actions — What should happen? (Notify person, move queue, send email)
4. Test the workflow — Create it and test with a few cases first
5. Deploy with confidence — Turn it on for your full team

Each automation you add reclaims time and reduces human error.

---

Next: Learn how to build workflows and automate your team's processes.