Log a case interaction

An interaction is a dated record of contact with the person you’re supporting: a phone call, a meeting, a progress review. Logging them builds a history that helps colleagues pick up where you left off and shows how support has developed.

Before you start

You need casemanagement:write:interactions to add an interaction and casemanagement:read:interactions to see them. These are separate from the case permissions. See the permission catalogue.
The case must be open. You can read the interactions on a closed case but not add new ones.

Add an interaction

Record what’s needed to support the person, in plain language. Avoid copying in sensitive details that aren’t relevant to their support.

Open the case. On the Dashboard tab, under Quick actions, choose Add interaction.
Set the Date & Time the interaction happened.
Choose an Interaction Type: Correspondence, Meeting, Message, Phone call, Progress review or Other.
If you chose Other, describe it in Describe the interaction, for example “Home visit”.
Write what was discussed or agreed in Notes.
If the interaction relates to a document stored elsewhere, enter its reference in Attached Document (optional).
Choose Add Interaction.

The interaction appears under Interactions on the Dashboard tab. It may take a moment to be confirmed.

About attached documents

Attached Document (optional) is a text field for a reference, such as a file name or a document number. It doesn’t upload a file, and there’s no file upload on the case page. Keep the document in your usual secure storage and record where to find it.

If something goes wrong

Select an interaction type or Enter a description of the interaction: choose a type, and describe it if you chose Other.
Failed to add interaction: nothing was saved. Check the case is open and that you hold casemanagement:write:interactions.

Related: find your way around a case and log a touchpoint for contact that isn’t part of a case.