The complete workspace for a single collection case — view and edit case information, manage linked transactions, record actions, and review the full activity history and audit log.
Overview
Case Details is the central workspace for managing an individual collection case. The page has three main tabs: Overview (customer and case information, next action, case notes, and linked transactions), Activity (a full timeline of calls, emails, notes, and communications), and Audit Log (a chronological record of every change made to the case). The left-hand sidebar lists all cases and lets you navigate between them without returning to the Queue. In view mode you can record a promise to pay, log a call, or send an email directly from the header. Click Edit Case to enter edit mode where all case fields become editable and you can add or remove linked transactions.
Key Features
Feature | Description |
Cases Sidebar | Collapsible panel on the left listing all collection cases. Click any case to navigate instantly. Collapse to maximise working area; a CASES handle on the left edge lets you reopen it. |
Overview Tab — Customer Information Card | Customer account name and ID, selected contact name (dropdown in edit mode), contact email (with teal Send Email button), and phone (with teal Log Call button). |
Overview Tab — Case Management Card | Case ID, Total Outstanding, Days in Collection, Case Status badge, Priority Level badge, Collection Strategy name, Assigned User, Collection Stage progress bar, and Risk Level badge. |
Overview Tab — Next Action Card | The next scheduled action and its due date. Editable for manually created cases in edit mode. |
Overview Tab — Case Notes Card | The most recent case notes. Editable as free text in edit mode. |
Overview Tab — Transactions Card | All transactions linked to this case. Supports search, sorting, pagination, column configuration, and export. Add Transaction button in edit mode. |
Activity Tab — Timeline | Chronological feed of every activity, note, and communication. Filter by type (Activity, Notes, Communications). Add New Note panel in edit mode. |
Audit Log Tab | Immutable chronological log of every change: status changes, priority changes, field updates, transaction links/removals, assignment changes, notes added, and case creation. |
Record Promise | Opens a drawer to create a Promise to Pay linked to this case. |
Log Call | Opens the Log Call modal to record the outcome of a phone conversation. |
Send Email | Opens the Send Email modal to compose and send an email to the case contact. |
Edit Case Mode | Click Edit Case to unlock all case fields. Click Save Changes to commit or Cancel to discard. |
Sections & Fields
Field | Description |
Back button | Returns to the Collections Queue, preserving any filters that were active when you navigated to this case. |
Cases sidebar | Left-hand panel listing all collection cases. Teal CASES handle reopens it when collapsed. |
Record Promise button | Opens the Create Promise drawer. Available in view mode only. |
Edit Case button | Switches the page into edit mode. Located in the page header in view mode. |
Save Changes button | Saves all edits including field changes and transaction links. Visible in the header when in edit mode. |
Cancel button | Discards all unsaved edits and returns to view mode. |
Overview tab | Default tab showing Customer Information, Case Management, Next Action, Case Notes, and Transactions. |
Activity tab | Shows the full activity timeline with filter controls and (in edit mode) an Add New Note form. Badge shows total activity count. |
Audit Log tab | Shows the immutable change history for the case. |
Customer Information — Contact Name | The contact person on the case. Dropdown in edit mode to switch contacts, which auto-populates email and phone. |
Customer Information — Email Address | Read-only — populated from the selected contact. Teal Send Email button opens the email modal. |
Customer Information — Phone Number | Read-only — populated from the selected contact. Teal Log Call button opens the call logging modal. |
Case Management — Case ID | Unique identifier for this collection case. Read-only. |
Case Management — Total Outstanding | Sum of outstanding amounts on all linked transactions. Recalculates as transactions are added/removed in edit mode. |
Case Management — Days in Collection | How many days this case has been open. |
Case Management — Case Status | Active, Promised, Escalated, On Hold, or Closed. Editable dropdown in edit mode. |
Case Management — Priority Level | High (red), Medium (blue), or Low (grey). Editable in edit mode. |
Case Management — Collection Strategy | The strategy driving the case workflow. Read-only. |
Case Management — Assigned User | The collector assigned to the case. Editable dropdown in edit mode. |
Case Management — Collection Stage | Progress bar showing current phase vs total (e.g. 2/5). Hover for phase name. Read-only. |
Case Management — Risk Level | Customer's current risk classification. Editable in edit mode. |
Next Action card | Shows the next scheduled action and its due date. Editable for manual cases in edit mode. |
Case Notes card | Free-text summary of the most recent case notes. Editable in edit mode. |
Transactions card — search | Filters by reference number, description, amount, date, or customer name. |
Transactions card — Export button | Downloads the transaction list as Excel: Export Current View or Export All Columns. |
Transactions card — Add Transaction button | Only visible in edit mode. Opens the Select Transactions modal. |
Transactions card — selection checkboxes | Only visible in edit mode. Uncheck a transaction to remove it from the case. |
Transactions card — Total Outstanding footer | Running sum of outstanding amounts across all linked transactions. Updates dynamically in edit mode. |
Activity Timeline — filter buttons | Three toggles (Activity, Notes, Communications) to show only items of the selected type. Clear Filters button appears when any filter is active. |
Activity Timeline — Add New Note panel | Visible only in edit mode. Text area and Add Note button. |
Audit Log — change entries | Each entry shows an icon indicating the change type, a description, old and new values, and the user and timestamp. Newest first. |
User Guide
Getting Started
Navigate to Collections > Queue and click any Case Number to open Case Details. Alternatively, use the Cases sidebar on the left of the page to jump directly between cases. The page opens in view mode by default — all information is visible but no fields are editable until you click Edit Case.
How do I navigate between cases?
Use the Cases sidebar on the left edge of the page. Click any row to load that case in the main panel.
Tip: Click the collapse icon at the top of the sidebar to hide it. A teal CASES handle appears on the left edge — click it to reopen the sidebar.
To return to the full Collections Queue, click the Back button in the page header.
Note: The Back button preserves any filters you had active on the Queue.
How do I log a call against this case?
In view mode, click the teal phone icon next to the phone number in the Customer Information card, or use the Log Call button in the header area.
In the Log Call modal, select the call type and outcome, add your notes, and confirm the date.
Click Save. The call is posted to the Activity Timeline immediately.
Tip: Log the call note as soon as you hang up — even a brief summary ensures colleagues can pick up the case if you are unavailable later.
How do I send an email from this case?
In view mode, click the teal envelope icon next to the email address in the Customer Information card.
In the Send Email modal, compose your message (or select a template) and click Send.
The email is logged in the Activity Timeline as a Communication entry.
How do I record a Promise to Pay?
Click Record Promise in the page header (view mode only).
In the drawer, enter the promised amount, the date the customer agreed to pay, the confirmation method, and any notes.
Click Save. The case status updates to Promised and the promise is recorded in the Activity Timeline.
Note: If the customer promises only a partial amount, enter just that amount. You can record a second promise for the remainder after the first payment is received.
How do I edit case details?
Click Edit Case in the page header.
All editable fields on the Overview tab unlock: Case Status, Priority Level, Assigned User, Risk Level, Next Action (manual cases only), and Case Notes.
Make your changes. The Total Outstanding figure recalculates automatically if you change which transactions are linked.
Click Save Changes to commit all edits at once.
Note: All changes — field updates and transaction links — are saved in a single operation. Click Cancel at any time to discard all pending changes.
How do I add or remove transactions linked to this case?
Click Edit Case to enter edit mode.
To remove a transaction: Uncheck its checkbox in the Transactions table. The Total Outstanding footer updates immediately.
Note: Unchecking marks it for removal — it is not removed until you click Save Changes.
To add a transaction: Click Add Transaction above the Transactions table. Search for the invoice in the modal and select it.
Click Save Changes.
Note: All transactions linked to the same case must share the same currency. Mixed currencies will show a validation error.
How do I add a note to the Activity Timeline?
Click Edit Case to enter edit mode, then switch to the Activity tab.
An Add New Note panel appears above the timeline. Type your note in the text area.
Click Add Note to post it. The note appears in the timeline immediately tagged as a Note.
Tip: Notes added via this panel are separate from the Case Notes field on the Overview tab. Use Case Notes for a short status summary and the Activity Timeline for detailed running commentary.
How do I review the full change history for a case?
Switch to the Audit Log tab.
Each entry shows: the type of change (colour-coded icon), a description, old and new values where applicable, the user who made the change, and the exact timestamp.
Scroll down to see older entries. The log is immutable — entries cannot be edited or deleted.
Tip: Use the Audit Log when preparing an escalation or legal referral to demonstrate the full history of contact attempts, status changes, and broken promises.
Pro Tips
Log calls and emails immediately after each customer contact — even a single line ensures the timeline is complete if another collector needs to pick up the case unexpectedly.
Check the Audit Log before making any changes to a case that has been touched by another user — it shows exactly what was changed and when, preventing duplicate work.
Use the Cases sidebar instead of navigating back to the Queue between each case — it is significantly faster when working through a batch of cases in a single session.
If you need to record both a call note and a promise from the same customer conversation, record the promise first (Record Promise button) as it updates the case status, then log the call note via the Activity tab.
FAQ
What is the difference between the Case Notes field and the Activity Timeline notes? The Case Notes field (Overview tab) is a single free-text field overwritten each time you save. The Activity Timeline (Activity tab) is a running log of individual notes, calls, and emails that is never overwritten. Use Case Notes for a short current-status summary and the Activity Timeline for detailed chronological commentary.
Why are the email and phone fields read-only in edit mode? Email and phone details are taken directly from the contact record linked to the case. To use different contact details, change the selected contact in the Contact Name dropdown — the fields will auto-populate from the new contact.
Can I change the Collection Strategy on a case? The Collection Strategy field is read-only on the Case Details page. To change the strategy, the case must be reassigned through the Collections Queue or via a bulk strategy update.
Why can't I change the Next Action on this case? For cases driven by a collection strategy, the Next Action is determined automatically by the strategy rules. Only manually created cases (those with no assigned strategy) allow the Next Action and due date to be edited freely.
What happens if I add a transaction in a different currency to the case? All transactions linked to a case must share the same currency. A validation error will prevent the save. Remove the conflicting transaction and link it to a separate case in the correct currency.
Can I undo changes after clicking Save Changes? There is no undo function. Once saved, all edits are committed. The Audit Log records what changed and who changed it, but fields cannot be automatically reverted. Re-enter edit mode to make corrections.
How do I close a case when the customer has paid? Click Edit Case, change Case Status to Closed, and click Save Changes. Closing a case does not remove it from the system — it is retained for audit purposes.