Agentic Vera: Taking Action on Your Cases
Vera can take on the routine work that pulls you away from your people, like reassigning cases, updating priority in bulk, or commenting on every overdue case. Just ask. She only does what you’re already allowed to do, shows you a preview before any bulk change, and your admins choose which kinds of actions are on.
Vera also reads all of your case data and works through complex questions step by step, so you can ask about your cases and act on the answer in the same conversation. That leaves more of your time for the parts of employee relations that need a person: listening, investigating, and making the right call.
What Vera can do
You choose by area, not by individual action. The Default column shows whether each area is on or off unless your admins change it. Answering questions about your case data is always on and isn’t part of the choice.
| What Vera can do | For example | Default |
|---|---|---|
| Create cases and add people. Open a new case from an email, a note or a conversation, and add people to your employee directory. | “Open a case from this email a manager sent me.” | On |
| Assign and organize cases. Reassign cases, change priority, add tags, link related cases, and pause cases. | “Move Jamie’s open cases to Adrian while she’s out.” | On |
| Update cases. Leave notes and comments, attach files, manage tasks, and fill in or correct case details like category or dates. | “Comment on every overdue case and tag the owner.” | On |
| Move workflows forward. Complete workflow steps, start or finish a workflow, and add files to a workflow. | “Mark the intake step done on this case.” | On |
| Close and resolve cases. Resolve or close cases, one at a time or in bulk. | “Resolve open cases older than two years with no activity.” | On |
| Share and send. Send documents out for e-signature, and give or remove another admin’s access to a case. | “Send this acknowledgement to Dana to sign.” | On |
| Delete cases. Delete cases you don’t need, like duplicates or test cases. Deleted cases leave your inbox. | “Delete the three test cases I created today.” | On |
Areas that start off stay off unless you choose to turn them on.
You stay in control
Every action Vera takes follows the same safeguards, so you can hand off the busywork with peace of mind:
- She acts only when asked. Vera never takes action on her own.
- She stays within your permissions. Vera can only do what the person asking is already allowed to do.
- You preview bulk changes first. Vera shows you what will change and waits for you to confirm.
- Nothing goes out until you say so. Vera never sends or posts anything until told to.
- She works on up to 40 cases per request.
- Every action is recorded. Everything Vera does appears in the case audit trail.
Turning actions on or off
Your admins decide which areas are on for your team, and you can change your mind any time. Just ask your Customer Success Manager, and the change will be made within one business day.
Soon you’ll be able to manage this yourself in Train Vera.
Frequently asked questions
Does Vera act on her own?
Never. She acts only when someone asks, only within that person’s permissions, and she shows a preview before applying any bulk change.
Can we see what Vera did?
Yes. Every action is in the case audit trail. Soon those entries will be labeled “Vera.”
Can we undo a Vera change?
Not with one click yet. You can reverse any change manually, and because Vera shows you a preview first, you’ll catch most mistakes before they happen.
Is there a limit on how much Vera can change at once?
Yes. To start, Vera works on up to 40 cases per request.
What if our security team needs to review this first?
Take the time you need. We can keep actions off and turn them on as soon as your team is ready. Your Customer Success Manager can share security materials to help with the review.
Can we change which actions are on?
Yes, any time. Ask your Customer Success Manager, and it’s done within one business day.
Do I need to set anything up?
No. Vera works inside AllVoices, so there’s nothing to install or connect.
What do users who aren’t admins need to do?
Nothing at all. Admins make the choices for your team. Everyone else will see a short walkthrough in Vera once actions are live.