Workflows in Case Matters allow you to trigger, monitor, action, and review the repeatable case-handling activities your firm uses every day: generating correspondence, claim forms, and follow-up tasks, and progressing matters through their typical lifecycle steps.
Existing workflow configuration is migrated into Case Matters, so the same screens, fields, buttons, and outputs you are familiar with are available from day one.
Tutorial Video: An introduction to The Workflow
Access workflows
Open the relevant case from the Cases Overview screen.
Click the Workflows tab in the case navigation.
Use the toggle in the top right-hand corner to switch between the Enquiries view and the Flows view.
Workflows running across your entire caseload, not just the active case, are also visible via the Workflows icon in the Smart Hub on the right-hand side of the page.
Trigger a workflow
There are two ways to trigger a workflow:
Enquiries view
Flows view
Both views are available from the Workflows tab within any case, switchable via a toggle in the top right-hand corner.
Enquiries view
Navigate screens in the left-hand panel, complete fields, and use buttons to trigger linked actions.
Open the Workflows tab for the relevant case.
Toggle to Enquiries using the control in the top right-hand corner.
Locate the relevant enquiry screen in the left-hand navigation panel.
Open the screen and complete the required fields.
Use the buttons and linked actions on the screen to trigger the workflow.
đNote: Enquiry screens in Case Matters are presented with the same layout, field behaviour, and button actions as in your existing system, so you can navigate them in exactly the same way.
Flows view
Click New Workflow, pick a workflow from the list, and click Start to trigger it immediately.
Open the Workflows tab for the relevant case.
Toggle to Flows using the control in the top right-hand corner.
Click the New Workflow button at the top right of the page. The New Workflow modal opens, listing every workflow configured for the current case type. Each entry shows the workflow name, a brief description of what it does, and the outputs it will produce.
Select the workflow you want to run. Use the dropdown to change your selection, or click X to exit without triggering.
Click Start to trigger the workflow.
A confirmation message appears at the bottom of the screen confirming the workflow has been triggered.
Monitor a running workflow
Once triggered, workflows are tracked in the Workflow Status sub-navigation panel, located just below the main case navigation.
Automated: Workflows currently running, a notification dot appears when one is in progress.
Action Required: Workflows that have paused and need your input, a notification dot appears when input is needed.
Completed: Workflows that have finished, a notification dot appears when one has just completed.
To check progress on a running workflow:
Click the Automated tab.
Click the relevant workflow to open the slide-out detail panel.
Review the start time, elapsed time, and expected outputs (correspondence, claim forms, court submissions, tasks, and other outputs).
Complete an Action Required workflow
Some workflows pause mid-run and require you to provide information before they can continue. A notification dot on the Action Required tab alerts you when input is needed.
Depending on how the workflow is configured, input is provided in one of two ways:
Via the slide-out actions panel
Via the enquiry screen modal
Slide-out actions panel
Click the Action Required tab and select the relevant workflow.
Click Continue.
Click Review and Send.
Enter the required information, e.g., correspondent details, phrase or template selection, or document delivery method.
Review the document preview. You can zoom in, download, print as PDF, or open in full screen.
To edit the document, click Edit in Word Online, make your changes, then close the Word Online window. Save or continue editing as prompted.
Select the delivery method: Email, Draft, or Print.
Complete the Time Recording fields, including units, as required.
Click Send Letter (or the relevant submit button) to complete the action.
The workflow resumes automatically and moves to the Completed tab once finished.
Enquiry screen modal
Click the Action Required tab and locate the relevant workflow.
Click Open Screen, the relevant enquiry screen opens in a dialogue box.
Complete the required fields on the enquiry screen.
Execute the workflow from the enquiry screen.
The workflow moves to the Completed tab once finished.
Review a completed workflow
Click the Completed tab. A notification dot appears when a workflow has just finished.
Click the relevant workflow to open the completion overview, which shows: completion time and final status, every document produced, tasks created, and any other outputs configured against the workflow.
Click any document's timeline link to open it directly within the case timeline. From the timeline, click the document to preview it, the Details tab shows people involved, date and time, and document information.