--- title: "Complete a case" slug: "complete-a-case" updated: 2026-10-15T11:17:49Z published: 2026-10-15T11:17:49Z canonical: "knowledge.lightico.com/complete-a-case" --- > ## Documentation Index > Fetch the complete documentation index at: https://knowledge.lightico.com/llms.txt > Use this file to discover all available pages before exploring further. # Complete a case A case consists of a series of tasks for an agent to complete. Each task can have multiple parts including filling out forms and other actions. Once the case is completed, the agent submits it for review to a supervisor. This article explains how to work with case types that have already been configured by an administrator. > [!TIP] > To create or edit a new type of case see, [Configure a case type](/v1/docs/configuring-a-case-type). --- ## Filling in forms A large part of completing a case is filling in forms with the information you obtain from a customer. 1. From the Case Manager home page, [open a case](/v1/docs/opening-a-case). The case opens to the first task. 2. Complete the fields in the form. 3. Use the left navigation to go to a different page of the case. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/image(288).png) 4. Click **Save draft** to save changes. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/image(287).png) --- ## Taking notes Notes are a way of adding comments to a case. This enhances the collaboration between different agents and supervisors as the case is being processed. ### Unlock notes Notes are locked by default, preventing note creation. Unlocking the notes is a permission typically reserved for a user with a supervisor role. See [Create a user with Case Manager permissions](/v1/docs/create-a-user-with-permissions-for-case-manager). **To unlock notes:** 1. Click the notes icon. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/image(451).png) The notes panel opens. 2. Click the lock icon to unlock or lock the notes. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/image(452).png) > [!TIP] > Notes can be unlocked regardless of what state the case is in. ### Take notes 1. In the Notes panel, type your note. 2. Click the **+** to add the note. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/2025-03-23_14-15-52.png) The note is saved in the panel with the name of the author of the note. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/2025-03-23_14-14-52.png) --- ## Generate a document Some tasks in a case enable you to generate a document that uses data from the case to populate fields in the document. **To generate a document:** 1. Click **Generate document**. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/2025-03-24_11-49-12.png) A document preview appears. 2. Click **Download** and save using the file browser. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/image(309).png) The document is downloaded to your computer. --- ## Invite customer to a collaboration session Case Manager allows agents to initiate a customer-facing collaboration session directly from a case. This enables customers to complete tasks such as confirming information, signing documents, submitting forms, or uploading files in real time. Agents can monitor the session’s progress and access completed documents directly from the case. When a customer is invited to a collaboration session, they receive an email or SMS with a secure link to join a live chat environment where they can complete the actions assigned to them. ### How to invite a customer 1. Click **Invite Customer** on the task page. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/2025-08-06_18-38-47.png) 2. In the **Customer engagement** dialog, enter the participant details, including name, phone or email, authentication information for session access PIN (if enabled), and a second communication channel for sending and OTP (if enabled). > [!NOTE] > Note > > If there are **additional participants** needed for the customer engagement - for example cosigners on a contract - you will be requested to provide their contact details as well. For more information, see [Send a Workflow that requires agent input](/v1/docs/add-contact-information-for-additional-paricipants). 3. Click **Done**. ![Customer engagement dialog box](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/2025-08-06_18-39-44.png) The name of the Workflow and the list of steps appear on the task page. 4. Click the documents icon on the right side. ![click the documents icon](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/2025-08-06_18-42-20.png) Links to completed documents and uploaded documents appears in the pane on the right. ![documents pane showing](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/2025-08-06_18-44-48(3).png) ### Additional customer-facing tasks **If there are additional collaboration tasks in the case:** Open the task and click **Add to Session**. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/2025-08-06_18-42-54.png) The customer-facing Workflow for that task is added to the session that was already started. ### Add a Workflow again If a customer submits incorrect, incomplete, or outdated information, you can add the Workflow again instead of creating a new one. What happens when you click **Add again**: - A new instance of the Workflow is added to the existing task, within the same session — no new task or session is created - The customer receives the Workflow again in the collaboration chat and completes it with updated information - The latest submission becomes the active one - Previous submissions remain available for reference **To add a Workflow again:** Click **Add again** on the task. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/2026-08-26_17-47-04.png) > [!NOTE] > Note > > The **Add again** option appears only if the task was configured by your administrator to allow agents to add the Workflow again. See [Configure a case type](/v1/docs/configuring-a-case-type#allow-agents-to-resend-a-task). ### Delete a Workflow You can delete a Workflow from a task instead of adding another instance — for example, if it was added in error, or if a Document Request needs to be sent again with different documents. What happens when you delete a task: - The Workflow is removed from the task - Other instances of the Workflow already added to the task are not affected **To delete a Workflow:** Click the **x** for the relevant instance. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/image(517).png) ### Re-engage a customer If a customer hasn't accessed the collaboration room because their contact details were entered incorrectly, you can correct the details and resend the invite without ending the session. Re-engage is only available while the customer has not yet joined the session. 1. In the case view, click the arrow next to the customer's name. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/2026-06-24_16-51-25.png) The **Participant details** panel opens. 2. Click **Re-engage**. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/image(486).png) 3. In the Re-engage dialog, update the customer's name, email, or phone number. At least one field must be changed before the invite can be sent. 4. Click **Send**. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/image(487).png) A fresh invite is sent to the updated contact details. The existing session and all its content are preserved. > [!NOTE] > **Note** > > Re-engaging resets the Workflow expiration timer from the beginning, even if it had already expired. ### Resend an invitation If a customer has lost their invitation, for example by deleting the email or text, you can send it again from the case. 1. In the case view, click the arrow next to the customer’s name. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/2026-06-24_16-51-25.png) The Participant details panel opens. 2. Click **Resend invite**. The customer receives the invitation again at the same email address or phone number. After you resend an invitation, there’s a brief wait before you can resend it again. > [!NOTE] > **Note** > > To correct the customer’s contact details first, use [Re-engage](/v1/docs/complete-a-case#reengage-a-customer1) instead. --- ## Changing the case status Agents can move a case from its current state to any of the next available states in the lifecycle. The options you see depend on the case's current state and the transitions defined by the administrator. To change the case status: 1. Click the **options menu** at the top of the case page. 2. Under **Change status**, select one of the available next states. ### Notes about state changes - **State options are contextual.** The menu only shows valid transitions. For example, from the *New* state, you may only be able to *Start* a case or *Cancel* it. - **Required fields may block transitions.** Some transitions are only available after all mandatory fields in the case have been completed. - **Some states are read-only.** Moving a case into certain states may lock the case for editing. Admin-level permissions may be required to make changes after that. - **Status changes do not transfer ownership.** Changing the case status does not update the case owner. - To change ownership: 1. Open the **options menu**. 2. Under **Assigned to**, click the **edit** icon. 3. Select a new case owner. ![](https://cdn.document360.io/473bb8c5-ff1b-4930-8109-2321ac6ab967/Images/Documentation/image(469).png) --- ## Q & A ****How do I know if a task has been completed?**** Click **Verify task** to check for missing mandatory fields. - Incomplete fields will be highlighted in red and flagged in the left panel. - A success message appears if all mandatory fields have been completed. ****Can I generate a report of the case?**** Yes. If the case includes a document generation task, you can click **Generate document**, preview it, and download it. ****How can I enable/unlock notes in a case?**** Notes are locked by default and can only be unlocked by users with the required permission—typically supervisors. **To unlock:** Select **Unlock notes** from the options menu in the **Notes** panel. For more information, see [Create a user with Case Manager permissions](/v1/docs/create-a-user-with-permissions-for-case-manager). A user that communicates with end-customers to complete tasks in a Collaboration Room session or a Case Manager case. A series of customer interactions that must be completed in a certain order. Workflows are configured by a business configurator (BC) and added to the session by an agent or API. An interaction in a Lightico session that enables customers to provide supporting documentation by uploading a file or scanning the document using a mobile device.