What a Case Action is
A Case Action is a one-click action your team runs from inside a Case, against the Case the reviewer is looking at. It exists for the step that should not happen on its own: the reviewer reads the Case, decides, and then triggers the action.
Every Case Action is one of two kinds, and the difference is who builds it.
Workflow Actions
A Workflow Action is one your team creates and publishes. It is a Workflow, so anything a Workflow or custom code can do can become a Case Action, and an action a reviewer runs is a published Workflow like any other.
Four macros are offered as pre-built starting points for common patterns:
- 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: update Account details such as name, birthdate, address, phone, email, or ID class and number.
- Send SMS or Email Inquiry Link: send an Inquiry link to an individual by SMS or email.
A macro is a starting point rather than a shortcut to running something. Picking one opens a pre-scaffolded Workflow in the Workflow editor, which you still configure and publish.
You can also start from scratch and build any action a Workflow supports. A Submit HTTP request step, for example, can re-enable a user in your own system at the same moment a reviewer approves a Case that had previously failed.
System Actions
System Actions are the small set Persona ships. There is nothing to build: they are offered directly when you configure a Case template, in their own System Actions group.
- 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: set or change a Case’s deadline to a specific future date and time, without a Workflow. Useful for a one-off adjustment, as an alternative to the automated deadline path in SLAs for deadline tracking in Cases.
- Redact: redact PII from the Case.
When to reach for a Case Action instead of a Workflow
Use a Case Action whenever the action is not fully automated and depends on assessment or judgment from someone on your team. If you want to keep that flexibility, a Case Action is the right shape; if the step should always fire on its own, leave it in Workflows.
The two are not alternatives underneath, only in who starts them. A Workflow Action is a Workflow whose trigger is a reviewer clicking it.
Where a reviewer meets one
Neither kind reaches a reviewer until it has been added to the Actions configuration of a Case template. Once it has, both kinds sit together in the Case header’s More actions menu, and an action can also be attached to a Case Button or to rows in a Data Table or Resource module. See Cases: Module Actions for the module route.
For where actions are created, what you pick when you set one up, and how a template offers them, see Case Action configurations. To apply status updates, assignments, or tags across multiple cases at once, see Bulk actions and batch operations in Cases.