Case types are the colour-coded labels your team puts on conversations. They turn an undifferentiated inbox into something you can filter, divide up, and count.
When you'd use it #
Splitting a rota
One person takes Refunds, another takes Onboarding. The filter is the queue.
Spotting a pattern
If Complaint doubles in a week, you have learned something the raw message count would have hidden.
Prioritising
A colour that means urgent is readable at a glance in a long thread list.
Setting them up #
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Create a case type
Press New case type, give it a name and pick a colour. -
Keep the set small
Five to eight is usually right. A list of thirty stops being applied consistently, and an inconsistently applied label is worse than none. -
Apply them from the conversation
Case types are set on the thread, not the contact — the same customer can have a refund this week and an onboarding question the next.
Where to go next #
Inbox
Every WhatsApp conversation in one list, with search, case-type filters and an archive.
Working a conversation
Reply, send media and interactive messages, assign a teammate, and take a thread off the bot.
Roles & permissions
The built-in roles, and custom roles you compose from individual permissions.