This guide shows how to open one case on a client and move around the four sections inside it. Everything you see inside a case is filtered to that case.
Open a case
In the Case Management sidebar, open Client cases.
Select the client.
Select the Cases tab.
On the case you want, select View Case. Selecting the case name or the top of the card does the same thing.
Read the case header
The panel at the top of the case repeats the key details from the card, so you always know which case you are working in:
the case colour dot and the case name (or a fallback such as Case 4821 when the case has no name);
the Active case badge, when this is the client's current case;
the Hidden badge, when the case is hidden from other staff;
the status badge, for example Active or Discharged - successful;
Triage:, Priority:, Referred, Completed (only when the case has a completion date) and Staff: with the names assigned to the case;
Key needs and the referral reason, when either has been recorded.
The header is read-only. To change any of these details, go back to the Cases tab and use the ⋯ actions menu on the case card — case details are edited from there, not from inside the case view.
Move around the four sections
Below the header are four tabs. Each one shows only what belongs to this case.
Records — the case's own timeline of contacts, appointments, notes and actions. You can search it, filter it with Key events only, and add new records here. See How to add records from inside a case.
Messages — the messages sent to this client that are linked to this case, with their delivery status and any replies. When there are none you see No messages on this case yet. and a Start a message button.
Wellbeing & Concerns — the wellbeing trackers and concerns recorded on this case, with New tracker and New concern buttons. Anything you create here is linked to this case. Some organisations also see extra pilot sections above these; if your organisation is not in a pilot, they do not appear at all.
Tasks — a read-only list, Tasks on this case, showing each linked task with its due date and status. You cannot create or edit a task here. When there are none you see No tasks linked to this case yet. Create them from the Tasks page or as action records.
To create a task, use My tasks in the sidebar, or add an Action record inside the case's Records tab — an action saved on the case appears both in My tasks and in this Tasks list.
Message the client from the case
At the top right of the case, select Message.
Choose the channel, recipient and message content in the send dialog.
Send.
The message is recorded against this case, so it counts towards this case's Messages and appears in its Messages section. Which channels you can use depends on your organisation's messaging settings and on the contact details held for the client — unavailable channels are shown with the reason, rather than hidden.
Go back to the list of cases
Select All cases at the top left, or Back to Cases at the top right. Both return you to the client's Cases tab with every case you can see.
Notes
If you open a case link for a case that is hidden from you, or one that does not belong to this client, you see This case could not be found on this client. Ask an organisation Owner or one of the staff assigned to the case.
The sections inside a case are filtered views of the same information you would see on the client's own tabs. The client-level tabs show every case at once; this view shows one.
Nothing in the case view changes the case itself. Editing, discharging, hiding and deleting all live in the ⋯ actions menu on the case card.
Related guides
What the Cases tab shows you
How to add records from inside a case
How to create a task linked to a client
How to send or complete a form
How to hide a client, a case or your whole caseload (caseload privacy)