Nextiva CX - Changing the Case Status in the Unibox

Once you've reviewed and addressed a case in the Unibox, it's important to update its status to reflect the current situation. This helps you and your team stay organized and track the progress of each customer interaction.

How to change case status:

1. Locate the Case: Find the case you want to update in the Unibox.
   
   
2. Select the Case Status Dropdown: Click on the dropdown menu next to the current case status.
   
   
    
   XBert Tip: You can only change the status of cases assigned to you. If a case is assigned to someone else, you'll see the option to Reassign it instead.
   
   
   
   
3. Choose the new status: The Status will automatically change.
   
   
   1. Ongoing: An Ongoing case means a case in the queue that needs further resolution.
       
   2. Soft Close: A Soft Close means that the case has been resolved, but a follow-up may occur. Soft closes will expire and become closed after 24 hours. 
       
   3. Ignore: Ignore means that the case is ignored from being assigned, but not fully closed, so the case is not considered ongoing or in progress.
       
   4. Close: A closed case represents a customer interaction that has been ruled as resolved by the brand. Once a case is closed, any new interaction from the customer will open a new case. Closed cases can be found by filtering for closed status in the unibox
       
   5. In-Progress: An In-Progress case means the case has been assigned to an agent and is currently being worked on
      
      
4. To successfully change the status, you must also add a note explaining the reason for the change. After selecting the new status, select Add Notes. 
   
   
   
   
5. Enter a brief note describing the action taken or the reason for the status change.
   
   
6. Select Save to update the case status and add the note to the case history.