How to Manage Cases

Step 1: Navigate to the Clients Tab

Start by logging into your Pabau account using your login credentials. Then, navigate to the left sidebar menu and click the 'Clients' tab to expand it. This will reveal the 'Cases' sub-tab.

Step 2: View Case Details

When you access the Cases page, you’ll see all cases created so far. Click on any case to view its details.

When you open a case, you’ll get a full view of its details. The case number appears at the top left, and the case owner is shown at the top right of the screen.

Right below, on the top-right side of the screen, you’ll see two options:

• Convert Case: Use this option to turn the case into another type of record or workflow if it needs to be reclassified. For example, a client complaint case could be converted into an internal escalation or follow-up task.

• Mark as Closed: Click this when the case has been fully resolved. This updates the case status, ensuring it’s no longer active but still saved for records and reporting.

Step 3: Update Case Stage 

To update the case stage, simply click the appropriate stage name from the options displayed at the top of the screen. The case will move to the selected stage automatically.

The stages shown are based on the case type assigned to the case.

Step 4: Activitiy Tab

The Activity panel on the right is the case history. Use the tabs to narrow it to Communications, Notes, Forms, Attachments or Appointments.

Click 'Take a note' to add a note to the case.

Step 5: Edit Case

To edit the case information, simply click on the field you'd like to edit.

From here, you can:

• Add additional clients involved

• Enter or update the Reported By information

• Enter or update the Case Description

Step 6: Add or Remove People

The People card lists every client attached to the case. Click + to search for another client and add them, or the × beside a name to remove them. Click any name to open their client card alongside the case.

Step 7: Add Attachments

When you scroll down, you’ll find the option to add attachments related to the case on the left-hand side.

Clicking 'Add Attachment' opens a pop-up window where you can choose to upload a file either from the client record or directly from your device.

After selecting the file, click the 'Attach' button to finalize. 

If you want attachments to be automatically added to the case, enable the Sync toggle.

Step 8: Add Forms

Below the attachments section, you’ll also see the option to attach forms. To add a form to the case, click the 'Add Forms' button.

A pop-up window will open where you can select which form to attach to the case from the client record. Clicking the Search form field opens a dropdown showing all forms saved on the client card.

Once you've selected the form, click the 'Save' button to attach the form.

To automatically attach any forms saved in the client card to this case, enable the Sync toggle.

After saving the form, return to the case, and it will be recorded in the Activity section. The blue plus sign icon will now appear greyed out, indicating that the form has been added.

Step 9: Link Appointments

Below the forms section, you’ll find the Appointments section. Here, you can link any relevant appointments to the case by clicking the '+ Add Appointment' button.

A pop-up window will appear where you can search for relevant appointments by clicking the Search appointment field. A dropdown will display all appointments for that client—simply select the one you want to link.

Click 'Save' to attach the form. 

Step 10: Close the Case

When the case is resolved, click Mark As Closed in the top-right. Choose an Outcome and confirm with Close case.