Add a reference to a chat

Chats can be created without references to cases or documents but you can add references to cases and documents later if you need. A chat can contain references to multiple cases and/or documents at the same time and the cases or documents do not have to be connected to each other to be referenced in the chat.

You can only add chat references to cases or documents you have read access to.

From the bottom of the browser page

Click WorkZone Chat at the bottom of the browser window to open the chat window.
In the Recent chats pane of the chat window, select the chat you want to add a case or document reference to and click Edit to open the Edit chat form.
Adding cases:
In the Cases field in the Edit chat form, select a new or another case reference. If the drop-down list contains too many options, enter the case number, case title or case handler to filter the drop-down list. You can select multiple case references to associate with the chat.
Adding documents:
In the Documents field in the Edit chat form, select a new or another document reference. If the drop-down list contains too many options, you can enter the document number or document title to filter the drop-down list.
You can select multiple document references to associate with the chat. The document references do not need to be documents on the selected case references. You can have document references to other cases than the cases referenced on the chat.
Click Save to save your changes and close the Edit chat form.

You can also add case or document references in the chat message area (left pane) of the chat window by clicking References > Cases tab or References > Documents tab and then click Add to add new case or document references.

From the Chats detail tab

On the Chats detail tab on the case detail page or document detail page, select the chat you want to edit and click Edit to open the Edit chat form.¹
Adding cases:
In the Cases field in the Edit chat form, select a new or another case reference. If the drop-down list contains too many options, you can enter the case number, case title, or case handler to filter the drop-down list. You can select multiple case references to associate with the chat.
Adding documents:
In the Documents field in the Edit chat form, select a new or another document reference. If the drop-down list contains too many options, you can enter the document number or document title to filter the drop-down list.
You can select multiple document references to associate with the chat. The document references do not need to be documents on the selected case references. You can have document references to other cases than the cases referenced on the chat.
Click Save to save your changes and close the Edit chat form.

¹You can also right-click a chat in the Chats detail tab and select Edit as well as double-click the chat in the Chats detail tab to open the chat window and then select Edit.

Enter @ in the message field in the chat message area of the Chat window and select Link a Case or Link a Document to add a case or document reference.