What is the Case Comments module?

The Case Comments module is a prebuilt component that can be added to a Case Template. It can be used to view and add comments to a case. You can customize when fields are displayed on the module and define logic that governs when it appears.

The Case Comments module provides a collaborative space where you and your team can view and add comments on a case. You can use preset comments when updating case status or adding new comments.

How do you add a Case Comments module?

1. Navigate to the Dashboard, and click on Cases > Templates.
2. Find and click on the Case template you want to edit, or Create a new template.
3. Navigate to the Tab you want to add a Case component to. Click an empty space to view the Component Library.
4. In the right toolbar, search for ‘Comments.’
5. Drag and drop the Comments module into your Case UI and reposition it by dragging it around.

6. Click on the Comments module. On the right toolbar you can customize how comments are displayed on the module.
   1. Under Preset comments, you can add, remove and rearrange the comments that will display on the Comments module. You can read more about Preset comments below.
   2. Under Module Layout, you can change:
      1. Dynamic height: Module will grow or shrink to fit its contents.
      2. Visibility: Dynamically control whether the module is hidden. This is a toggle button that lets you set conditions for when the button should be displayed or hidden from view based on your case requirements. You can read more about Visibility configuration below.
   3. Under Advanced Options > Module Enablement, you can define custom control conditions that determine when the Comments module is enabled or disabled. Advanced options are typically configured for specific customers by a Persona team member.
7. Click the “Delete” button if you want to remove the component from the Case UI.

Preset Comments

1. Click “+ Add” to add a new comment. If you add more than one comment you can rearrange them by clicking and dragging them to the desired position.

2. Click on the three dots to edit the comment. You can change the “Template name” here.

Visibility configuration

If you toggle this on you will have two options to customize visibility.

1. Basic visibility allows you to set rules on the Comments module to determine when it will be visible. You can read more about Basic visibility configuration below.
2. Advanced visibility allows you to set logic to control when the Comments module is enabled or disabled based on custom conditions. Advanced options are typically configured for specific customers by a Persona team member.

Basic visibility configuration

Visibility configuration consist of three main components:

1. Field: The object that will have a condition linked to it.
2. Condition: How the field is compared to the value (e.g., equals, does not equal).
3. Value: The value to test against.

Creating visibility configuration

• AND Statements: Combine multiple conditions that must all be true for the rule to pass. Add these using the "Add" button.
• OR Groups: Combine conditions where only one needs to be true for the rule to pass. Create these by clicking "Add OR Group".

How to use visibility configuration

1. Click on the Comments module, and go to Module Layout and toggle the button next to Visibility in the right toolbar.
   1. Click on “Empty rule” to see Visibility configuration.
   2. Create a logical rule by filling in the three boxes following Show if, which correspond to an object, its condition, and its value being assessed, respectively. When that logical rule passes, the Comments module is shown.
   3. (Optional) Add additional logical rules by clicking either ”Add” (if you want to add 'AND' rules, where all must be passed to continue) or ”Or group” (if you can also nest a group of OR statements within an AND statement).

Plans Explained

Case Comments module component by plan

Learn more about pricing and plans.