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Cases can be based on chat conversations, allowing Agents to follow up on pending requests made via chat. 

To learn how to manually create a case from a chat conversation, follow these steps:

1. Go to the Case tab on an active chat conversation [1].
2. Click on the plus sign [2].

3. Fill in all the relevant information.
4. Click Save [3].

5. If, instead, you want to connect the conversation to an existing case, select the case under “Case history” in the Case tab and click Connect [4]. A pop-up will confirm that the action was successful.

Note: If you select a Resolved case, that case will be reopened. 

6. To disconnect the conversation from the case, click Disconnect [5]. A message will confirm the action was successful. 
7. You can click the clock symbol [6] to view a history of the contact’s cases.
8. You can also click the navigation symbol [7] next to the case ID to open the case in Talkdesk Cases.

For more information about Talkdesk Cases, you can read our documentation.