Posts inside a case (incl. Outlook plugin upload)

Posts are how you record notes and emails (with attachments) inside a case. They build the case's timeline and behave like standard posts elsewhere in SwiftFox, except that their visibility starts from the case's sharing permissions.

Add a post to a case

1. Open the case to show the case drawer — click the case row in a Case Management view, or open it from a profile's Cases tab.
2. Go to the Post tab.
   • If the case has no posts yet, the post form opens straight away.
   • If the case already has posts, they are listed as a timeline. Click Create Post to open the form.
3. Check the visibility shown under your name. It starts at the case's sharing permissions (for example Only me on a restricted case, or Everyone).
4. Add post tags in the Select tags field, and complete any post custom fields your account has set up.
5. Write the post in the Write your post box. Use @ to tag the people or organisations the post concerns.
6. To attach files, drag and drop them onto the form.
7. Click Post.

The post appears in the case timeline and on the Home feed, visible only to the people the post is shared with.

What you can add to a post

• Text — the note or message body.
• Files — attachments, added by drag and drop.
• Contact tags — links to the people and organisations the post concerns, added with @.
• Post tags — classification labels.
• Post custom fields — any extra post fields your account has configured.

Permissions on case posts

• Posts created in a case automatically take the case's sharing permissions — the visibility shown in the post form starts from the case.
• They surface on the Home feed like standard posts, but only those with access can see them.
• You can change an individual post's sharing if it needs different visibility.
• Tasks are different: a task created in a case does not take the case's permissions. See Tasks inside a case (Document ID: 173).

For more on case sharing, see Case sharing permissions & inheritance to posts (Document ID: 171).

Upload posts via the Outlook plugin (Integrations)

The Outlook plugin lets you push emails into a case's post timeline:

1. In Outlook, open the email you want to capture.
2. Use the SwiftFox Outlook plugin to upload the email as a post to the case's thread.
3. The email appears in the case's Post timeline alongside manually created posts, subject to the case's permissions.

This keeps email correspondence for an issue inside the same case as your notes, documents and tasks. For setting up and using the plugin, see Outlook plugin (turn emails into posts) (Document ID: 418).