Cases. Hand off the work.
CallMerlin Cases are ongoing dossiers with owner, history, and linked sources across your tools. You create them via chat or voice, hand off to a PIN group or colleague, and close with a lesson for the knowledge base. Chat first, dashboard optional.
A case is an ongoing dossier with owner, history, and linked sources. Chat first, dashboard optional. Say it in plain language.
7-day free trial. Professional plan or higher.
Say: create a case from this and hand off to Finance. Merlin links context and notifies the right group.
Say or type your request. Merlin builds the dossier as sources are linked.
Case #182 · Finance · open
Acme BV
Invoice 43 days overdue, 2 open tickets.
Suggested actions
Cases vs Tasks vs Playbooks
Three different work objects. Merlin knows the difference and routes you to the right flow.
| Question | Task | Case | Playbook |
|---|---|---|---|
| Purpose | Reminder or routine | Ongoing dossier with owner | Stored lesson from a closed case |
| Example | Remind me Monday about overdue invoices | Angry customer, hand off to Finance | Fix for expired HubSpot token |
| Who sees it? | You (or one colleague) | Creator, owner, and admins | Everyone with knowledge access |
| How to start? | Chat or voice | Chat, voice, or phone | Automatic after case closure |
What a good case contains
Not an endless email thread. One dossier everyone with access understands instantly.
| Section | What it answers | Size |
|---|---|---|
| Customer & context | Who is it and what is going on? | 1 block |
| Linked sources | CRM, invoices, tickets, mail, Slack | 4–8 links |
| Timeline | What happened when? | 5–10 events |
| Owner / group | Who picks this up? | 1 line |
| Notes & files | What was already tried? | Optional |
| Close with lesson | Symptom, cause, fix, prevention | 4 fields |
When to use a case?
For team handoff, not personal reminders.
Angry customer
Hand off to Finance with CRM, invoices, and support context.
Technical incident
Owner changes, history stays in one dossier.
Sales to legal
Contract question with all relevant documents linked.
Context from your existing tools
HubSpot
Zendesk
Slack
GmailThis is just one example of the many combinations possible.
All 80+ native deep integrations →Frequently asked questions about Cases
Stop copy-pasting context. Hand off the case.
Merlin bundles CRM, invoices, support, and conversation in one dossier. You speak, Merlin handles the handoff.
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