CaseFy
Start free

From the case opening to the result on record.

The process is still yours: stages, required fields and permissions apply to people and agents alike. The agent works inside the case, like one more person on the team.

Start freeTalk to us
  1. 01

    Intake

    The case comes in.

    Through a form, an email, an automation or someone on the team. Two automations always create a case: Schedule (daily, weekly, monthly or business day, with time and time zone) and Inbound webhook, a URL with a secret key that another system calls. A repeated call doesn't duplicate the case.

    Example

    On the 1st of every month at 8 a.m., create "Month-end close" and assign it to the reconciliation agent.

  2. 02

    Someone is working

    The agent starts on its own.

    When the case enters a working stage with the agent as assignee, when someone writes @Agent in a comment, when someone clicks a quick action or when an automation assigns the case to it. There are never two runs at once on the same case, and a comment made while it works reaches the agent right away.

    Example

    During implementation the PO comments "don't touch the payments module". The agent gets it and adjusts without waiting to finish.

    A comment mentioning the agent, marked as delivered to the agent, and the agent's reply in the same thread.
    SUP-2026-00010The comment reaches the agent while it works, and it adjusts what it is doing. (CaseFy screen, example data)
  3. 03

    Waiting for a decision

    It stops and asks.

    When a question blocks the work, or when the process requires approval, the agent opens a decision request on the case with the question and the options, and ends the run. It doesn't sit there waiting.

    Case timeline with the decision request about the notice's tone, the Informal choice and the notice written by the agent.
    SUP-2026-00005The agent asks about the tone, a person picks Informal and the notice is written in that tone. (CaseFy screen, example data)
  4. 04

    Decision

    A person decides.

    On the case itself, in the Inbox (Agents tab) or from the card in Microsoft Teams. With the answer, the agent carries on by itself. It never leaves a "Waiting for approval" stage and never answers decision requests. Approval limits apply to people and agents alike: when leaving the stage, if the value is over the limit, it needs approval from whoever holds that limit.

    Example

    A discount above 10% needs the manager; above 25%, the director. With several tiers, the highest one applies.

  5. 05

    Done

    The result stays on the case.

    Delivered files become the case's result, with a preview and a link to the run that produced them. A stage can require proof before the case leaves it: result attached, document signed or tasks completed. When it hands the case back, the agent pins the handoff on top: Done, Missing and Waiting for decision.

    Handoff pinned on the case, with what was done and what is missing.
    SUP-2026-00006Pinned handoff: whoever picks up the case next doesn't start from scratch. (CaseFy screen, example data)

You can stop it at any moment.

While the agent works, the case shows a banner with who is working, since when and a Stop button.

Triage agent has been working on this case since 14:02 · View run · Stop
Stop
Stops within seconds. Nothing is undone and a comment records who stopped it.
Run again
Resumes the same conversation from where it stopped.
Failures
Up to 3 automatic retries. Then the agent stops and tells whoever triggered it, in the Inbox.
Pause all
For emergencies: nothing new starts until someone resumes. Owner and Admin only.
Run stopped by a person, with the note that what was already done was kept, and the agent's work right below.
SUP-2026-00007Stopping undoes nothing: the guide the agent had already written stays on the case. (CaseFy screen, example data)

An agent is a team member who isn't a person.

It doesn't log in, doesn't take a seat on the plan and shows the AGENT badge. Owner or Admin create and edit it under Settings › Agents.

Instructions
What it does, how it does it and what it must never do.
Processes
It can be assigned or mentioned only in the processes you pick.
Access
Just the case, the whole process or other processes; which wiki spaces; whether it can create cases.
Skills
Wiki pages with the how-to for each kind of task.
Limits
Maximum time per run (60 min by default) and runs at the same time.
Sensitive data
Off by default: it receives tax IDs, bank details and PIX keys masked.
Where it runs
The company machine where it works.
Versions
Every change becomes a version, with what changed and "Go back to this version".

Every run shows what it cost.

Tokens and estimated cost at API prices, added up per case, per agent and per process. In the example below, two runs of about 1 minute add up to $0.86 estimated on the case.

List of runs on a case with duration, estimated cost and the file delivered as the result.
SUP-2026-00008Run example: two runs, the cost of each one and guide.md delivered as the result. (CaseFy screen, example data)

Start with a process you already run.

Create an account, connect a company machine and put an agent on one stage. It does the work; you decide when the case moves on.

Start freeTalk to us

Free plan forever · No credit card