Case

This object contains the following attributes:

Field Name	Data Type	Description
id	string	A unique identifier for the case. Example: CAS-1234-5678-9012
chat	object	The chat object for the case. Example: { "id": "CHT-1111-2222-3333", "type": "case" }
revision	unit	Revision number (used for platform-level versioning).
parameters	parameter	A set of parameter values. Example: [ { "id": "PAR-1344-4634", "name": "Priority", "scope": "Case", "phase": "request", "constraints":{ "visibleToReporter": true, }, "externalId": "ext-id-1234", "value": "Priority 1" } ]
status	enum	The status of the case. Allowed values: processing, querying, or completed.
awaiting	boolean	Allows an Operations user to mark the case as awaiting. This value is not visible to client or vendor account users. Example: true
queryPrompt	string	If a case is moved to querying, the participant, usually the operator, can provide an additional message to explain what is needed from the other side. Example: “Can you please fill in the form with the required information?”
queue	object	The queue that the case is currently in. This is not read-only, as the queue can change (the case can be transferred). Example: { "id": "HQU-1234-1234", "name": "Business Onboarding", "workflow": "HWF-1234-4568" }
assignee	platformIdentity	Represents the actor responsible for managing the case. Typically, this is a user from the account that owns the queue. Any actor assigned will automatically be added as a participant in the related case chat. Example: { "id": "USR-6375-2499", "email": "[email protected]", "firstName": "Will", "lastName": "Smith" }
account	object	Represents the account from which the reporter opened the case. When a case is created by an Operations account user on behalf of a client or vendor, this is the account chosen by the operator in the wizard. Example: { "id": "ACC-6685-9632", "name": "Stark Industries" }
reporter	platformIdentity	Represents the actor who is reporting the case. If this information is not included in the payload when the case is created, the identity of the request claim serves as the default. When an operator creates a case on behalf of a client or vendor, that individual will be recognized as the identity associated with the case. Any actor designated as the reporter will also be automatically included as a participant in the related case chat. Example: { "id": "USR-6375-2499", "name": "Jane Doe" }
audit	object	The audit trail of the case.