Case Triage gives you a review step for member registration submissions. When a registration form has triage enabled, each submission creates a case with a Triage status instead of going straight into your caseload. You review these in Case Management → Triage and decide how to handle them before a case worker is assigned.
You can turn triage on for an individual registration form, or for a whole flow that includes a registration step - useful when your intake collects registration and survey answers together.
Triage currently applies to registration submissions only. Cases you create manually do not go through triage.
What Case Triage helps with
Controlled intake - review submissions before they appear in All Cases or My Cases.
Assignment decisions - choose the case worker, pathway, and concern level at the point you accept a case.
Capacity awareness - the case worker picker shows each person's current workload.
AI-assisted triage - optional suggestions for the assignee, pathway, and concern level, based on the registration answers, member history, and team capacity.
Before you start
An administrator needs to enable a few things first.
1. Turn on the org features
Go to Settings → Features and enable both:
Cases
Case Triage - queues incoming cases for initial review before assignment.
2. Turn it on for a form
Open a Members registration form, go to its Share settings, and turn on Create triage case on submission.
This toggle only appears once Case Triage is enabled for your organisation and the form is a Members form.
3. Or turn it on for a flow
If you collect registrations through a flow, you can turn triage on for the whole flow instead of (or as well as) the individual form.
Open the flow in the flow editor and turn on Create Triage Case in the flow settings.
Registration and survey answers from this flow are captured on a triage case for your team to review.
It can only be turned on when the flow's registration step uses a member registration form. If it doesn't, the toggle is greyed out with the message "Requires a member registration form on the registration step".
When a flow has triage enabled, it creates or updates the member's triage case even if the underlying form's own "Create triage case on submission" toggle is off. Any survey steps in the flow add their answers to the same case, and those answers also help generate the AI suggestions.
4. Recommended (optional)
Pathways - set these up if you use them. You can choose a pathway when accepting a case, and AI can suggest one.
Staff capacity hours - set these in your case management settings to power the workload display in the assignment fields. If they're not set, the system falls back to default estimates.
How triage cases are created
A member submits a form that has triage enabled.
The system creates (or updates) a triage case, named Registration: {form name}.
The registration answers are stored on the case.
AI suggestions are generated in the background.
The case appears in the Triage queue, newest first.
From a flow: when a flow has Create Triage Case turned on, completing the flow creates or updates the member's triage case in the same way. Survey steps in the flow add their answers to the case under a Survey section, and those answers are also used when generating AI suggestions.
Re-submissions: if the same member submits again while their case is still in triage, the existing case is updated with the new answers and moves back to the top of the queue. If the case has already been accepted or rejected, a new triage case is not created.
One case per member: each member can have at most one registration triage case in your organisation at a time.
The Triage queue
The Triage tab has a split layout:
Left - the queue, showing the member's name, the form name, and how long ago it was submitted.
Right - the full detail for the case you've selected.
Triage cases do not appear in All Cases or My Cases. They stay in the Triage tab until you accept or reject them.
Reviewing a case
The detail panel reads from top to bottom:
AI suggestions - the purple strip at the top, covering assignee, pathway, and concern level.
Header - the linked member, case name, and submission time.
Assignment fields - case worker (with their workload), concern level, and pathway.
Registration answers - the member's submitted responses.
Actions - the Accept panel (shown by default) or the reject panel.
After you accept or reject, the view automatically advances to the next case in the queue.
AI suggestions
AI suggestions are optional and designed to speed up your review.
They're generated automatically when a form is submitted, and refreshed when you open a case.
There are three types: case worker, pathway, and concern level.
Each suggestion shows its reasoning and quotes the part of the registration (or flow survey answers) it's based on.
For each one you can Accept (which fills the field), Dismiss, or Undo.
Accepting a case
To accept a case you need to set a case worker and a concern level. A pathway is optional.
Click Accept case. The case status changes to Open and it appears in the normal caseload. If you applied any AI suggestions, a case note titled "How this case was assigned" may be added automatically.
Rejecting a case
Open the overflow menu (⋯) and choose Reject case.
The panel is titled Close without assigning.
Add a note if you'd like - it's saved as a case note.
The case status changes to Closed, with no case worker assigned.
The registration data stays on the member's record.
Good to know
Triage applies to Members registration forms only.
A flow can only create triage cases when its registration step uses a member registration form.
If two members of staff try to accept the same case at the same time, only the first one succeeds.