Case Detail Page

Overview

The Case Detail page is where you can view and update information captured during intake, along with other key case management details. By default, this page opens when you access a case.

Basic Information [Panel]

This section displays key identifiers for the case:

• Case Name 
• Unique ID 
• The Case Name can be edited at any time 
• A default naming format can be configured in system settings 

👉 If you need to update or change case name rules, please contact Support by email [e-mail].  
 

Case Validation

• Case naming rules (validation) are controlled by system settings.

👉 If you need to update or change case name rules, please contact Support by email [e-mail]. 

Client Detail [Panel]

This section displays basic demographic and contact information, such as First Name, Last Name, Date of Birth, Address, Phone, and Email. These fields are managed through the Client Intake system setting, as shown below.

Depending on your system configuration, fields can be set to be visible or hidden, and required or optional. Required fields are marked with a red asterisk (*) and must be completed before the information can be saved or submitted.

Key Notes

• Required Fields: Fields marked with a red asterisk (*) must be completed before saving. 
• Name Fields: First Name and Last Name are always required. 
• Email Address: 
  • Enables email communication with the client 
  • Cannot be edited if Client Portal access is enabled (used for login) 
• Date of Birth: Automatically calculates the client’s age when entered 
• Social Security Number (SSN): Can be masked to display only the last four digits 
• Mobile Number: Enables text messaging with the client (if texting is included in your plan) 
• Address Fields: May auto-populate using Google Maps integration to improve accuracy as demonstrated below.

• Extra fields can be added from the list in the screenshots below, if more information is required.

Case Management Details [Panel]

This section contains key configuration details for how the case is managed. Fields on this panel can be renamed if necessary.

Key Notes

• Start Date: The date the case was created or entered the system. 
• Case Template: Defines the structure of the Case Board. A default template can be configured. 
• Case Program: All programs are selected by default. Deselect any programs that do not apply to the case. 
• Case Owner: 
  • Default case owners may be automatically assigned 
  • Owners receive notifications (unless disabled by the user) 
  • Additional owners can be added manually 
• Case Lead: A single-select field identifying the primary person responsible for the case. Commonly used for reporting. 
• Case Location: Indicates where services were provided to the client. 
• Teams: Groups of staff assigned to the case. Users must belong to a team to be assigned to Case Board activities. 
• Donor: Allows you to link an existing donor record to the case. 
• Category: A customizable, single-select field used to classify or group cases. 
• Case Health: 
  • Represents the overall status or progress of the case using color indicators 
  • Can be updated manually or automatically 
  • When an activity with an alert (bell icon) is triggered, Case Health automatically updates to: 
    • 🔴 Red – Attention required 
    • 🟡 Yellow – At risk / needs monitoring
    • 🟢 Green – On track

• Head of Household
• Indicates whether the case is designated as the Head of Household 
• Each household group can have only one Head of Household 

• When a case is marked as Head of Household:
• A house icon and house button appear on the Case Detail page 
• Clicking the house button allows you to link additional household members who already exist as cases in the system

💡 Tip: Use the Head of Household designation to group related cases together for easier tracking and reporting.

⚠️ Warning: Only one case can be marked as Head of Household per household. Assigning multiple heads may cause reporting inconsistencies.

 

Access to Case Files

Note: To access a case, a user must be:

• A Case Owner, 
• A member of a Team assigned to the case

⚠️ Warning: If a user cannot access a case, verify their role or team assignment before troubleshooting further.

 

Intake Form

After completing the above sections, your organization’s custom Intake Form will appear. 
This form is configured based on your organization’s requirements and may include additional fields for data collection.

💡 Tip: Intake Forms can include required fields (marked with a red asterisk *) that must be completed before saving.

 Posting Comments

• Post Comment
  • Enter notes in the comment box 
  • Click Post Comment to save 

• Comments will appear on:
  • The Case Detail page 
  • The Activity Card

💡 Tip: Use comments to track updates, communication, or internal notes related to the case.

Text Message

If the Send Text Message to Client feature is enabled, a Text Message button will be available.

• Messages are sent to the client’s mobile number listed in the Client Details section
• Client replies appear directly on the Case Detail page as threaded messages

💡 Tip: Text messaging is useful for quick updates, reminders, or follow-ups with clients.

⚠️ Warning: Ensure the client’s mobile number is accurate before sending messages and confirm that texting is enabled in your system.