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Create a case API

This API allows you to create a new case in the case management system.

METHOD POST
Endpoint https://{{host}}/caseManagement/api/public/analytics/{{streamId}}/createCase
Content Type application/json
Authorization auth: {{JWT}}

See How to generate the JWT Token.

API Scope Case Management Configuration.

Path Parameters

PARAMETER DESCRIPTION TYPE
host Environment URL. For example, https://platform.kore.ai/ string, required
streamId Bot identifier or Stream identifier. You can access it from the General Settings page of the bot. For example, st-084d3c5e-376a-559f-9987-a012bb2bxxxx string, required

Header Parameters

PARAMETER DESCRIPTION TYPE
accountId The account identifier associated with the API request. For example, 6639f7bd58c97ffac03bxxxx string, not required

Sample Request

curl --location 'https://{{host}}/caseManagement/api/public/analytics/{{streamId}}/createCase' \
--header 'AccountId: {{accountId}}' \
--header 'auth: {{jwt-code}}' \
--header 'Iid: st-adad1d73-99af-52b3-a85d-0791763bxxxx' \
--header 'Content-Type: application/json;charset=UTF-8' \
--header 'bot-language: en' \
--header 'app-language: en' \
--data-raw '{
    "caseTmp": "ctm-d4e6152-4255-4c5c-ba6c-91dac5cdxxxx",
    "name": "This is demo case",
    "desc": "Demo case",
    "userInfo": {
        "_id": "u-fd371c0a-3168-5a02-83dd-f4ba5597xxxx",
        "name": "dummy"
    },
    "emailId": "dummy.898@gmail.com",
    "phoneNumber": "902398xxxx",
    "dueDate": "2026-09-04T14:15:00.000Z"
    "source": "rtm"
}'

Request Body Parameters

PARAMETER DESCRIPTION TYPE
caseTmp Unique case template identifier string, required
name Name or title of the case string, required
desc Case description string, required
userInfo User information object containing user details object, required
id Unique user identifier. If you do not include user identifier `id`, you must provide either emailId or phoneNumber string, optional
name User's name string, optional
emailId User's email address (Mandatory if `id` is not present) string, required
phoneNumber User's phone number (Mandatory if `id` is not present) string, required
source Source of the case (for example, rtm) string, required
desc Task description string, required
dueDate Due date of the case string, required

Sample Response

{
    "_id": "ci-6b83ac7-8245-4e5e-ac8c-9695b531xxxx",
    "caseTmp": "Sales",
    "name": "This is demo case",
    "lname": "this is demo case",
    "tags": [],
    "userInfo": {
        "_id": "u-fd371c0a-3168-5a02-83dd-f4ba5597xxxx",
        "name": "dummy",
        "emailId": "dummy@mailinator.com"
    },
    "sessIds": [],
    "accountId": "{{accountId}}",
    "iId": "st-d140086f-4d0a-59fa-9d28-b5fc23e9xxxx",
    "orgId": "o-734f0871-3217-515b-bd5f-36abef3cxxxx",
    "convIds": [],
    "status": {
        "_id": "sts-599163e-b869-4532-bbb3-c76a3d08xxxx",
        "name": "Open",
        "statusCategory": "open"
    },
    "source": "rtm",
    "language": "en",
    "conversationType": "CASE",
    "fields": [
        {
            "_id": "fd-3380ddb-a87d-4b25-8db6-5002e5c8xxxx",
            "show": true,
            "displayName": "Description",
            "lname": "description",
            "desc": "Transcription based on the conversation summary",
            "isEnabled": true,
            "isActive": true,
            "metaData": {
                "type": "textarea",
                "displayName": "Description",
                "name": "description",
                "description": "Transcription based on the conversation summary",
                "placeholder": "Enter description",
                "readOnly": false,
                "tooltipText": "Transcription based on the conversation summary"
            },
            "type": "system",
            "required": true,
            "dataType": "textarea",
            "selectedValue": ""
        },
        {
            "_id": "fd-7ab71aa-5da2-4cd1-a7ec-0e2468b8xxxx",
            "show": true,
            "displayName": "Due Date",
            "lname": "due date",
            "desc": "Date/time to complete a case",
            "isEnabled": true,
            "isActive": true,
            "metaData": {
                "type": "datetime",
                "displayName": "Due Date",
                "name": "dueDate",
                "description": "Date/time to complete a case",
                "placeholder": "Enter date",
                "readOnly": false,
                "tooltipText": "Date/time to complete a case"
            },
            "type": "system",
            "required": true,
            "dataType": "datetime"
        },
        {
            "_id": "fd-a165979-63b6-498b-85b8-c48098edxxxx",
            "show": true,
            "displayName": "Title",
            "lname": "title",
            "desc": "Title of the field",
            "isEnabled": true,
            "isActive": true,
            "metaData": {
                "type": "input",
                "displayName": "Title",
                "name": "title",
                "description": "Title of the field",
                "placeholder": "Enter title",
                "readOnly": false,
                "tooltipText": "Title of the field"
            },
            "type": "system",
            "required": true,
            "dataType": "input"
        }
    ],
    "participants": [
        {
            "agentId": "u-320fa237-51be-5c46-a046-14e97c77xxxx",
            "aId": "a-005c549-c9a4-441e-adc2-781a3a01xxxx",
            "name": "dummy",
            "pStatus": "ACTIVE",
            "assignedAt": "2025-06-03T10:51:59.792Z"
        }
    ],
    "priority": {
        "_id": "pr-6189896-de68-4e02-8d56-813a68bdxxxx",
        "name": "Medium",
        "color": "#16A34A",
        "score": 10
    },
    "refId": "CS00xxxx",
    "assigneeType": "agent",
    "currAssignee": {
        "aId": "a-005c549-c9a4-441e-adc2-781a3a01xxxx",
        "name": "dummy",
        "agentId": "u-320fa237-51be-5c46-a046-14e97c77xxxx"
    },
    "tasks": [],
    "isActive": true,
    "taskIds": [],
    "attachments": [],
    "feedback": [],
    "createdBy": {
        "name": "dummy",
        "_id": "u-320fa237-51be-5c46-a046-14e97c77xxxx",
        "profImage": "no-avatar"
    },
    "updatedBy": {
        "name": "dummy",
        "_id": "u-320fa237-51be-5c46-a046-14e97c77xxxx",
        "profImage": "no-avatar"
    },
    "timestampValue": 1748947919675,
    "activityIds": [],
    "commentIds": [],
    "resolutionCmts": [],
    "isBreached": false,
    "supportCustomTasks": true,
    "queues": [],
    "channel": [],
    "createdAt": "2025-06-03T10:51:59.779Z",
    "updatedAt": "2025-06-03T10:51:59.794Z",
    "ETA": "2025-09-04T14:15:00.000Z"
}