Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Managing Cases/ Case 2.0 Operation Guide/ Case Handling/ Merging Cases
Updated on 2025-11-07 GMT+08:00
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Merging Cases

An agent can merge multiple cases of the same type to improve the work efficiency.

Procedure

  1. Sign in to the AICC, choose Case 2.0 > Case Workbench, select cases of the same type from the To Do list, and click Merge.

    Figure 1 Merge page

    Case types, creators, expected completion time, and creation time cannot be merged.

  2. Complete configuration and click Save. After the merging is successful, a case is retained and a case track is generated.
  3. Click the case, and view the merged case on the Associated Case tab page.

    Figure 2 Associated Case tab page
    • Cases to be merged must be of the same type.
    • A maximum of five cases can be merged at a time.
    • If case A is retained after merging, you can view case B on the Associated Case tab page of case A.

Parent topic: Case Handling