Overview

In CX Platform, a Case is a single request to generate and send a piece of correspondence. Each Case brings together the recipient's data, the right template, and the instructions for how the communication should be produced and delivered, all in one place.

What makes Cases useful is where the data comes from. The Generate module is built to connect with the systems you already rely on, whether that's your core registry, your customer relationship management (CRM) system, or another customer data platform (CDP). When something happens in one of those systems that calls for a letter, statement, or notice, a Case carries the details needed to produce it.

Think of a Case as the link between your source system and the finished communication. Your registry or CRM holds the facts, and the Generate module turns those facts into a polished, on-brand document and sends it out. There's no copying and pasting data, and no building a document by hand.

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Good to know
‍Once the connection between your source system and the Generate module is set up, Cases are created for you in the background. Day to day, you don't need to start each one by hand.

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Why Cases matter

Working through Cases keeps your correspondence accurate and easy to keep track of.

• One record per communication. Each Case is a self-contained request, so it's clear what was generated, for whom, and when.
• Data straight from the source. Because the details come directly from your registry or CRM, what reaches your recipient reflects the latest information you hold.
• No manual document building. The template and the data do the work, so you're not rebuilding the same letter or statement over and over.
• A clear trail. Every Case is recorded, so it's there when you need to confirm what went out or review activity for compliance.

What's next

Now that you know what a Case is, the next step is seeing how they're set up and tracked. Each part of the Generate workflow, from connecting your source system to choosing templates and reviewing sent correspondence, has its own guide to walk you through it, step by step.