Cases
Track problems that outlive a conversation, review cases raised by an AI voice agent, and close each one by telling the person.
A case is a problem raised on a conversation that cannot be solved before the conversation ends, such as a repair that needs a visit. Cases keep it on record until someone resolves it and tells the person.
Cases sits beside Inbox in the sidebar and, like the Inbox, appears once your organization has a Chatbot, USSD or Voice project.
Raise a case from the Inbox
Open the customer profile
In the Inbox, open the conversation and then the Customer profile panel.
Raise it
In the Cases section, select Raise. Fill in What is the problem? and, optionally, What did they say, and what has been tried?
Save
Select Raise case. The case gets a reference number, shown first in the list so you can read it out to a caller.
Cases raised by an AI voice agent
An AI Voice Agent can open a case during a call. These cases start in Needs review, because a model may open one for something that is not really a case.
On the Cases page, the Needs review view lists them with two actions:
| Action | Effect |
|---|---|
| Keep it — this is a real case | Accepts the case into the queue. |
| Not a case — close it | Closes the case. It is kept, not deleted, so you can see what the model was raising. |
The Cases page
Choose a view at the top: Needs review (the default), Open, Waiting, Resolved or All.
| Column | Shows |
|---|---|
| Reference | The case reference. |
| Case | The title and summary. |
| Raised | Agent or AI agent. |
| Status | Open, Waiting, Resolved or Closed. |
| Told | The channel the person was told on, or a dash if they have not been told yet. |
Resolve a case
In the conversation's Cases section, select Resolve and tell them on the case. This opens the same Record outcome dialog used for conversations: pick an outcome, write the message and send it. For a voice or USSD conversation you can reply by SMS or, where the project supports it, by calling back. See Resolving conversations.
A case resolved without telling the person is not a closed loop, which is why resolving and telling are one action.
Send cases to your helpdesk
To push cases to your own ticketing system, an admin sets a webhook in Settings›Send cases somewhere else:
| Field | Purpose |
|---|---|
| Webhook URL | Buni.ai posts case.opened, case.updated and case.resolved events here. |
| Signing secret | Optional. Each request carries an x-buni-signature HMAC of the exact body. Verify it against the raw bytes. |
Delivery is attempted once. A case is recorded in Buni.ai whether or not your endpoint answers.