Closing outbound resolved cases

When a post is created on the original platform (i.e. Facebook) an outbound case is generated in Brand Embassy. Such case remains in the resolved status and doesn't get closed. In this article we will show you how to close outbound cases.

Let's start with creating a trigger using the 'case created event

Now we add the conditions:

1. Case direction = Outbound

2. Case status = resolved

Now we just need to create a job using the 'change case status' and picking the closed status

and add the job to the trigger back in the trigger settings.

Any questions? Reach out to our support team!