Cases and resolution
A case is one thing a person needed. The leaky faucet is a case. The question about a rent balance two weeks later is a different case, even though it is the same resident in the same conversation.
Cases exist so that nothing depends on someone remembering. Every case has a status, an owner, and a record of what happened, which means you can always answer the question "did we deal with this?"
The four statuses
- Todo — nobody has picked it up yet
- In Progress — someone is working it
- Resolved — it is finished
- Cancelled — it was dropped, with a reason
Statuses show on the case marker inside a conversation, so you can scroll a thread and see where each thing got to without opening anything.
Categories
Cases are categorised automatically as they come in: Maintenance Request, Leasing Request, Payments, Renewals, Move Ins, Move Outs, Inspections, Owners, Vendors, Resident Services, or General.
Categories are what make routing possible. They are how a maintenance issue reaches the person who handles maintenance rather than sitting in a shared pile.
What lives on a case
Open a case and you get everything about it in one place:
- The messages and calls it covers
- Its tasks, each assigned to a person. See Tasks and follow-up
- Its comments, which are internal. Residents never see them
- Its history, including status changes and who made them
You can open a case directly from the conversation without losing your place in the thread.
Working a case
There is no ceremony to it:
- It arrives as Todo.
- Someone picks it up, and it becomes In Progress.
- Tasks get created for whatever actually has to be done, assigned to whoever does it.
- When the work is done, it becomes Resolved.
Most of this happens without you driving it. Wayline creates the case, categorises it, and creates the tasks. Your job is the part that needs a person.
Seeing what is still open
In the Inbox, the Open view is the cases assigned to you that are not finished. A red count on it means something in there needs action from someone.
That view is the honest answer to "what is on my plate." If it is empty, nothing is waiting on you.
Nothing is deleted
Resolved and cancelled cases stay searchable. When somebody asks what happened with a particular resident three months ago, the case is still there with its messages, its tasks, and who did what.