A case opens when a customer leaves a voicemail on your business line, texts your business number or emails your connected mailbox asking for something, when the Unqio Assistant takes a message on a call, or when someone in the office adds one by hand. Thanks and acknowledgements ("ok", "thank you!", a thumbs-up) open nothing; they stay on the customer's timeline. Unqio transcribes the voicemail, matches the caller's number to their account and writes up what should happen.
A case's action plan can include six kinds of step, alone or together: skip a visit, pause service for a date range, update the technician notes (a new gate code, a dog to keep inside), send a secure link to update the card on file, reply by text or email in your voice, or create a task for someone in the office. The customer's address, plan and next visits sit beside the recommendation so you can check it.
Approve does every step in one tap: the visit comes off the route, the reply goes out from your business number or mailbox, and the case closes. Edit the wording or untick a step first if you'd do it differently, or close the case and handle it yourself. Nothing reaches a customer until someone approves it.
When the number or email isn't recognized, Unqio sorts the message first. Someone asking about service or a price becomes a new lead under Sales → Leads, and their case has a reply ready, usually with your signup link; approving it adds them as a pending customer, ready for a service plan, and sends it. Sales pitches, scams, robocalls and automated mail are marked as spam: no case and no alert, and later messages from them stay quiet. Anyone else gets a case that asks who they are, so you can link them to a customer. New lead, Spam and Not spam on the case change the sort with one click, and Cases → Spam lists everything filtered out.
Open cases show on the dashboard under Case management and under Customers → Cases. Each new case reaches your phone as an Unqio notification once you add Unqio to your Home Screen and turn notifications on (Settings → Security); one tap opens it, ready to approve. If nobody has notifications on, it goes as a text to your alert number, or by email.
Every approved step is logged on the customer's timeline with who approved it. Cases are included in both plans.