Workbench for Cases

Workbench is now available directly inside every case, giving you a customizable AI assistant with full context of the case you're working in.

• It reads and writes case data, in the current case and others, so you can get work done without leaving the chat.

• Anything it adds to the activity timeline is attributed to Workbench, so it's always clear what it did.

• When a conversation goes quiet, a summary appears in the activity panel. Anyone working the case can click it to see the full conversation.

Agent and ask modes

Choose how Workbench works alongside you:

• Ask mode reads the case and responds to your questions, without making changes.

• Agent mode updates the current or related case on your behalf, using its built-in case tools.

Using Workbench presets

Select a preset to access all of its tools while working a case. Each preset has a case access level that controls whether it's available and how it can interact with a case:

• Read lets the preset view case details only.

• Read & update lets the preset view and update the case.

• Hidden prevents the preset from appearing as an option.