# Move cases between phases

On a Process Board every column is a phase of your work. Move cases as they progress, open them to see the answers and their score, and decide what happens when a case reaches a phase.

## 1. Open the board

Open your FlowApp, go to “Process Boards” and open a board from the list. Each column is a phase and each card is a case. By default, new cases land in the first phase; your Intake Bot's routing rules can send them to another one.

![A Process Board with cases in its phases.](https://iozen.ai/docs/shots/en/move-cases-board-desktop.webp)

## Find the cases you're looking for

Above the board, choose which cases to see: “All”, “Mine” or “Unassigned”. Tap **“Filters”** to keep the ones for an “Assignee”, a “Status”, a “Priority”, some “Tags” or the “Unattended” ones. Each active filter stays as a chip you remove with its ×, or all at once with “Clear filters”. “Search cases…” finds one by name.

If members in your workspace only see their own cases, they see only “Mine”.

## 2. Move the case

On a computer, drag the card to another phase's column. On any screen you can also open the case and tap the phase name at the top, next to the board's name, to pick another one. On a phone that's the easiest way.

## 3. Open the case

Tap the card to open it. At the top you see the phase, who it's assigned to, its status, its priority and the “Due date”. To share cases out across your team, see [Assign cases to your team](https://iozen.ai/docs/assign-cases-to-your-team).

“Source” holds the submission that created the case. If your Intake Bot scores cases, that's where you see the “AI analysis” with its score. “View” takes you to the answers exactly as the person wrote them. If the case already has a main record, “Source” starts collapsed: tap it to open it.

![An open case, with its phase, its source and its activity.](https://iozen.ai/docs/shots/en/move-cases-case-desktop.webp)

To discuss the case with your team, type in the comment box and tap the send button. Use @ to mention someone, and the mention always reaches them. With “Follow” you hear about every comment and phase change. You also start following a case on your own when you comment on it, get assigned to it or get mentioned in it.

## What happens when a case enters a phase

In each column's menu, “Settings” opens “Phase settings”. That's where you decide what happens when a case enters that phase. For example, with “Add a record” the phase creates a record in one of your tables, like an order or an appointment:

- “Suggest”: the case offers the form, and nothing is created until someone saves it.
- “Create on its own”: an empty record is created, marked for review.

Tap “Save” to apply your changes. If the case leaves the phase and comes back, no second record is created.

## Adjust the phases

At the end of the columns, “Add Phase” adds a new one. In each column's menu, “Color” changes its color and “Edit” renames it.

> **Careful:** “Delete” only works on a phase with no active cases: move them to another phase first. Completed or archived cases still in it are deleted along with the phase.

## Frequently asked questions

### Is the customer told when I move their case?

No. ioZen doesn't write to the customer when the case changes phase. It notifies the people on your team who follow the case.

### Does moving cases use credits?

No. Moving, commenting on and assigning cases uses no credits.

### What if two people move the same case?

The first move wins. The second person is told the case was already moved, and the board updates on its own.