Overview
Case Actions let your team run one-click actions from within a case. There are two distinct kinds:
- Workflow Actions: custom, workflow-built actions your team creates and publishes — any action supported by workflows or custom code can become a Case Action.
- System Actions: a small set of actions Persona ships out of the box (see below). They don’t need to be created — you add them directly to a Case template’s Actions configuration.
Both kinds show up together in the case header’s More actions menu once added to a Case template.
Workflow Actions
Workflow Actions are created from the Actions page under Cases, either from scratch or by starting from one of four macros — pre-built starting points that scaffold a ready-to-configure workflow for a common pattern:
- Add to List: Add an item such as an email address, phone number, or selfie to an existing list from within a case.
- Create Report: Run a report, such as Watchlist, directly from a case.
- Update Account: Quickly update account details (name, birthdate, address, phone, email, or ID class/number) from a case.
- Send SMS or Email Inquiry Link: Send an inquiry link to an individual via SMS or email directly from a case.
Picking a macro opens a pre-scaffolded workflow in the workflow editor rather than running it immediately — you still configure and publish it like any other Case Action. You can also start from scratch and build any action supported by workflows or custom code, such as:
- Submit HTTP request: Re-enable a user within your internal system at the same time that you approve a previously failed case.
System Actions
Unlike Workflow Actions, System Actions don’t need to be created — they’re available directly from the Case template’s Actions configuration, under a separate System Actions group in the action dropdown. Add one to a Case template’s Actions to make it available in the case header’s More actions menu.
- Update fields: Update fields on the case.
- Update tags: Add or remove tags on the case.
- Update queue: Update a case’s queue and assignment behavior.
- Update SLA: Manually set or change a case’s SLA deadline to a specific future date and time, without needing a workflow. This is useful when you need to adjust a deadline one-off, as an alternative to the automated deadline path described in SLAs for deadline tracking in Cases. See that article for details on how deadlines are calculated and bounded.
- Redact: Redact PII from the case.
When to use Case Actions versus Workflows
Case actions should be used whenever an action is not 100% automated and is dependent on assessment or judgment from someone on your team. If you want to reserve some sort of flexibility, use case actions instead of Workflows.
How to set up a Workflow Action
To create a custom Case Action for your organization, navigate to Actions under Cases. You will then see a “Create Action” button on the upper-right corner.
You can then either create your own custom action or start from one of the macros described above, such as Update Account or Create Report. You can create any Case Action supported by a workflow today.
Once created, you’ll need to add the Case Action to the Case template under Actions and hit save. You will now be able to access their new case action on the hamburger menu within a case.
