How to Manage Trust Line Cases

This guide shows you how to manage Trust Line Cases

Begin by accessing the Trust Line management feature. To do this, locate and click on the admin menu icon.
Within the admin menu, you will find the "Trust Line" option. Click on "Trust Line" to access this feature.
Upon entering the Trust Line section, you will be directed to the "Manage Cases" area, where you can oversee all current, pending, or open cases.
In this section, you can view basic information about each case, including its status and other details.
For more options related to a specific case, click on the three dots (...) next to it. This will open a menu with various actions you can take.
From the action menu, select "View Summary" to access high-level information about the case. You can also change the status, add tags, and adjust the category if needed.
The action menu also provides the option to open "Conversations," where you can view discussions between the submitter and the case representative. Note that only the case representative can send messages in this section.
Access "Case Notes" to view existing notes or add new ones. This is a valuable resource for tracking historical information related to the case.
If you wish to archive a case, you can do so directly from this menu. Archiving will move the case to the archived cases section.
Additionally, you have the option to download a case summary or chat history for your records.
To close a case, click on "Close" and specify whether it has been resolved or remains unresolved. Add any necessary notes and upload additional information if required.
You can choose to auto-generate a final case summary or manually create one. Review the information and make any necessary edits before proceeding.
Decide whether you want to send the case summary to the submitter (note that this option is turned off by default) and whether you wish to archive the case upon completion (also turned off by default).
Click "Submit," and the case will be officially closed. If you selected auto-archive, it will be immediately moved to the archived cases section.
To access your archived cases, simply click on the "Archive Cases" section. Here, you can view and download information related to previous cases.

By following these steps, you can effectively manage and track Trust Line cases within the Plum platform.