Cases: A Complete Guide

1. What are Cases?

Cases are your central space for keeping track of everything your AI Agents do for you in the background.

In Cases, you can:

• Monitor AI agent activity running in the background

• See results generated by agents

• View and manage calls, emails, documents, and photos

• Work with data stored in database-style tables

• Share data and progress with your team

Each Case contains multiple Case files.

A Case file represents all activity and information related to a specific person, claim, customer, crew member, or scenario.

2. Creating a Case

If you have not set up automatic data import into a case, you will have to manually create a case by clicking on “Create Case”. A pop up will appear.

1. Name and Describe Your Case

Give your Case a clear name and an optional description to explain its purpose.

2. Select the Case Type

Choose how your Case should work:

Default Case

The Default Case is the standard option and works for most use cases.

It’s ideal for:

• Managing customers, crew, or cases

• Tracking activity, results, documents, emails, calls, and details

• Letting AI agents process data while you monitor and guide

If you’re not sure which type to choose, this is the best place to start.

Call List Case

The Call List Case is designed specifically for outbound calling workflows.

It’s used when you want to:

• Schedule calls to groups of people

• Run batch outbound calls

• Track call attempts, reachability, and outcomes

• Let AI agents handle calls at scale

👉 Learn more about Call List Cases here:

Call List Cases: A Complete Guide

• You can also adjust accessibility settings to control who can access the case.

3. How to add data to a Case

You can bring data into a Case in two main ways.

Option 1 – Create a Case & Upload a database file to an AI Agent

1. Choose an AI Agent.

2. Upload your database file to that agent.

3. Ask the agent to create a Case with the columns (categories) you need, such as:

   • Name

   • ID

   • Phone

   • Email

   • Claim ID

   • Any other fields you require

Once the Case files list is created, you can:

• Work with the data directly using the AI Agent

• Create and open individual case files

• Update or expand the structure as your needs change

Below is a short video tutorial:

Option 2 – Import a CSV file.

Import a CSV file containing a list of rows and convert each of its rows into a sepeate case system.

Option 3 – Set up automatic data imports

If you want data to flow into Record Groups continuously from other systems:

1. Contact 913.ai.

2. Request automatic data imports into cases.

The team will help connect your external sources so data is synced and updated seamlessly in the background.

4. Working with Case files inside a Case

Once your data is in a case, you will have a list of case files, you can manage case files individually or perform actions across many case files at once.

Working with AI Agents inside a Case

While inside a Case, you can open the AI Agent and ask it to perform actions across all case files in the group.

For example, you can ask the agent to:

• Call or email everyone in the Case

• Start processing all claims in the case

• Review, analyze, or update data across multiple case files

• Run the same workflow for every case file

This allows you to operate at scale instead of working individually on a case file.

Below is a short video tutorial:

Managing columns and data

You can customize how records are structured and displayed.

You can:

• Ask the AI Agent to add new columns to the Case

• Provide the data you want to populate the rows with

• Use the Columns menu to:

  • Hide or unhide columns

  • Rearrange columns in the order you want

Filtering and opening case files

You can:

• Filter case files based on time

• Click any case file to open it and view the AI Agent’s activity and details for that specific case file

5. What is a Case file?

A Case file contains everything related to AI Agent activity and information for one specific case.

A Case file includes:

• Every step the AI Agent has taken

• All results the agent has generated

• All related documents and photos

• All related emails and calls

• All record-specific details

Opening a Case file gives you a complete view of what has happened and what is currently in progress.

6. Using the Overview menu

The Overview menu is the first screen you see inside a Case file.

It provides a quick snapshot of:

• Key record details

• Important agent results

• Latest notes

Think of Overview as a summary of what is happening in the record at a glance.

7. Using the Agent Activity menu

The Agent Activity menu shows every step taken by the AI Agent for the case file.

You can:

• View a timeline of agent actions

• Understand what happened and when

• Click any step to see full details

How to use it

View steps

Scroll through the activity list to see everything the agent has done.

See step details

Click any step to open detailed information.

Talk to the AI Agent about a step

Use the agent sidebar to ask questions such as:

• “Why did you do this?”

• “What does this result mean?”

• “Can you repeat this step for other case files?”

Add your own activity

Click Add Activity to log actions you performed manually, such as:

• A phone call you made

• A manual update

• An external decision

This keeps the case file complete and up to date.

Below is a short video tutorial:

8. Using the Results menu

The Results menu shows all outputs generated by the AI Agent.

You can:

• Review agent findings and outcomes

• Check calculations, summaries, or decisions

• Ask questions about any result

• Add or update results manually

• Download results for sharing or reporting

Below is a short video tutorial:

9. Using the Notes menu

The Notes menu contains all notes related to a case file, created either by the AI Agent or by users.

Notes are used to capture observations, decisions, reminders, or any important context that should stay attached to the case file.

What you can do in the Notes menu

You can:

• View all notes added to the case file

• See which notes were created by the AI Agent and which were added by users

• Discuss notes with the AI Agent

Managing notes

You can also:

• Add new notes to case file important information

• Edit existing notes to keep them up to date

• Delete notes that are no longer relevant

This makes the Notes menu a flexible space for tracking ongoing thoughts, clarifications, and updates that don’t belong in structured fields but are still important for the case file.

Below is a short video tutorial:

10. Using the Documents menu

The Documents menu shows all files related to the case file, including:

• Documents generated by the AI Agent

• Files uploaded by you or your team

• Supporting PDFs, Word files, or attachments

You can:

• Browse all related documents

• Discuss any document with the AI Agent

• Upload new documents to the case file

11. Using the Photos menu

The Photos menu shows all images linked to the case file.

This includes:

• Photos uploaded by you or your team

• Photos generated or processed by the AI Agent

You can:

• View all photos

• Ask the agent questions about an image

• Upload additional photos

12. Using the Emails menu

The Emails menu shows all emails connected to the case file, including:

• Emails sent by the AI Agent

• Emails received from external parties

You can:

• Review all emails

• Ask the agent to summarize, reply, or extract details

• Ask the agent to draft and send new emails.

13. Using the Calls menu

The Calls menu shows all calls related to the case file.

You can:

• View call history

• Review call outcomes and notes

• Ask the agent to explain what happened on a call

• Initiate a new call manually

14. Using the Details menu

The Details menu shows all information related to a specific case file.

What you can do

You can:

• View all details stored for the case file

• Discuss any detail with the AI Agent

• Ask the agent to use specific details to perform actions

Customizing record details

You can fully customize the information shown by:

• Adding new sections

• Adding fields to sections

• Renaming section titles

• Renaming field titles and values

• Deleting sections or individual fields

This gives you full control over how record information is structured and displayed.

Below is a short video tutorial:

15. Sharing a Case with your team

You can share Cases to collaborate with others:

You can:

• Share a Case with your entire team or selected individuals

• Control who has access

• View current access at any time

• Remove access whenever needed

This enables collaboration without losing control over your data.

Below is a short video tutorial:

16. Quick recap

• Cases are your central hub for AI Agent activity and data

• Case files store everything related to one specific person, claim, or scenario

• You can add data by:

  • Uploading a database file to an AI Agent

  • Setting up automatic imports with 913.ai

• Inside each Case file, you can explore:

  • Overview

  • Agent Activity

  • Results

  • Documents

  • Photos

  • Emails

  • Calls

  • Details

• You can perform actions across multiple case files using AI Agents

• You can collaborate by sharing Cases with your team