Create a new chat based on a case
You can create a chat based on a case from the chat window or directly from the case. You can only add chat references to cases or documents you have read access to.
New chats are by default created as unretained chats and will therefore automatically be deleted after a predefined retention period if there is no activity on the chat. Any activity (for example posting new messages) in a chat will reset the retention period.
WorkZone users that are currently online are displayed with a green dot to the right of the user name while WorkZone users that are currently offline are displayed with a gray dot. You can still send offline WorkZone users chat messages.
From the chat window
To create a new chat from the chat window, see Create a new chat.
From a case
- In the ribbon on the case detail page, click
New chat or on the Chats detail tab, click 
Add to open the Start new chat form.1 - In the following fields of the Start new chat form:
- Participants field: Select one or more participants to the chat, You can add or remove participants later if necessary
- Title field: Enter a title for the chat. The default title is case number, case name, case handler, and date and time of the chat.
- Description field: Enter a description of the chat.
- Cases field: A reference to the active case is already registered and you can select multiple case references to associate with the chat.
- Documents field: Select a document reference to the chat. If the drop-down list contains too many options, enter the document number or document title to filter the drop-down list.
This step is optional and 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.
- Click Save to create the new chat and open the chat window.
1 You can also press CTRL+SHIFT+N on the Chats detail tab to create a new chat based on the case.
