# Cases: track the work that outlasts a chat

> Give follow-up work an objective, owners, internal notes and links to the conversations behind it.

Some requests can't be finished in the conversation: a refund that needs finance, a bug that needs a fix, a reply promised for next week. **Cases** keep that work in one place until it's done.

## What's new

- **Cases** in the **Customers** section, with a list you can filter by search, Case number, status, priority, archive and assignee.
- **Numbered Cases.** Every Case gets a generated number to reference in notes and conversations.
- **A live Case workspace.** Edit the title and description in place. Status (**Open**, **Pending**, **Closed**), priority (**Low** to **Urgent**), tags, assignees and participants save as you change them.
- **Internal notes.** Write rich-text notes with headings, lists and links. Customers never see them.
- **Activity history.** See who changed what, and when.
- **Linked conversations.** Link AI Chat, AI Agent and visitor conversations to a Case, and preview any of them without leaving it.
- **Track work from this chat.** From a conversation, create a Case or link one that already exists.