How to Create New Cases[[Agent-guide/Work/CasesEmail/CasesEmailandThreads|Cases]] are automatically created from emails inbound to your contact center. But what do you do if you need to reach out to a contact and need a record of it, or want to create a case from another type of interaction?New cases can be created from either existing cases or contacts saved in your contact center or during non-email interactions. For more information, see [[Agent-guide/AdditionalWaystoInitiateInteractions|Additional Ways to Initiate Interactions]].New cases can be created during active voice or chat interactions by clicking the '''Add new case''' [[File:Create-Case-Button-53.PNG|35px]] button. After clicking this button, a case tab will open a draft note; you may also send an email at this time. Additionally, you can apply various [[Agent-guide/Work/CasesEmail/CaseStates|case states]] to the case.[[File:New-Case-During-Interaction-2-53.PNG|800px|thumb|center|How a created case looks from a chat]]New cases can be created from your Personal Queue by clicking the '''Compose email''' [[File:New-Case-Compose-Email-Button-53.PNG|35px]] button. After clicking this button, a new draft email opens with the option to create a note. Note that creating an email this way will place you in a Busy state.[[File:New-Case-From-Personal-Queue-2-53.PNG|800px|thumb|center|The compose email button located in Personal Queue]]It is also possible to create new cases from the Team Queue and Pinned Cases sections; however, the contact information must already be saved in your contact center. To create a new case from these sections, hover your cursor over a contact; this will pop a [[Agent-guide/AdditionalWaystoInitiateInteractions#From_Cases|contact card]] with clickable interaction icons. Clicking the '''email''' [[File:Click-to-Call-Contact-Card-Email-Icon-53.PNG|26px]] icon will create a new case in a draft email state wth the option to create a note. Note that creating an email this way will place you in a Busy state.In section Search & Preview records, Cases tab, the '''Add new case''' [[File:Create-Case-Button-53.PNG|35px]] button allows you to create a case for a saved contact. Note that this option is available for existing contacts only.[[File:Create-Case-Without-Interaction-3-53.PNG|800px|thumb|center|Create a new case from the Cases tab]]Adding a new case in this way gives you several options:* You may choose to create a note for the contact only.* You can send the contact an email.* You can create a note and send an email.* You can apply various [[Agent-guide/Work/CasesEmail/CaseStates|case states]] to the case.Note that when a case is created in this way, you will be placed in a Busy state in preview mode. [[File:Create-Case-Without-Interaction-8-53.PNG|800px|thumb|center|When adding a new case, you can leave a note, send an email, and assign a case state]]New cases can be created from email addresses saved to a contact's record. To create a new case, click the '''email''' [[File:Click-to-Call-Email-Icon-53.png|26px]] icon that appears when you hover your cursor over the contact's email address; this will open a new draft email. You may also create a note for the case at this time. Note that creating an email this way will place you in a Busy state. For more information, see [[Agent-guide/AdditionalWaystoInitiateInteractions|Additional Ways to Initiate Interactions]].[[File:New-Case-From-Contact-Email-53.PNG|800px|thumb|center|A new case can be initiated from a contact's email address]]