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Download Case Summary in Archived Cases in TrustLine

Summary

This guide explains how Admin users and assigned Representatives can download and share Case Summaries for archived cases in the Manage Cases section of TrustLine.

In this article

  • Before you begin
  • Step 1: Access Archived Cases in Manage Cases
  • Step 2: Download Case Summary
  • Step 3: Share Case Summary with Submitter
  • Frequently Asked Questions (FAQ)

Before you begin

You need to have an Admin role or be an assigned Representative to download and share Case Summaries in TrustLine.
Ensure your account has the appropriate permissions to view Manage Cases and download Case Summaries for archived cases.

Step 1.Access Archived Cases in Manage Cases

  1. Log in to your Plumm account using valid Admin credentials.
  2. Click on the 9-dot menu at the top left corner of the dashboard.
  3. Select TrustLine from the menu. You will be redirected to the TrustLine - Settings page.
  4. Click Manage Cases in the Admin tab to open the case management section.
  5. Navigate to the Archived Cases grid to view all closed and archived cases.

Step 2. Download Case Summary

  1. In the Archived Cases grid, locate the case for which you want to download the summary.
  2. Click the three dots on the right-hand side of the case row.
  3. Select Download Case Summary from the dropdown menu.
  4. The Case Summary will be downloaded to your device and can be shared with administrators or other relevant parties.

Step 3. Share Case Summary with Submitter

  1. To share the Case Summary with the submitter (administrator or victim), click the three dots next to the case.
  2. Select Close Case from the grid.
  3. Turn on the toggle Send Case Summary to Submitter to send the summary to the submitter.
  4. The representative can now share the Case Summary with the relevant recipient.

Frequently Asked Questions (FAQ)

1.Who can download the Chat History?

Only Admins and assigned Representatives with the necessary permissions can download Case Summaries. Users without permission will not see this option.
 

2. How can a Representative reply to the Administrator’s chat?

Representatives can share the Case Summary by selecting Close Case and turning on the Send Case Summary to Submitter toggle.

3.Can I download the Case Summary at any time?

Yes, the Case Summary can be downloaded at any time from the Archived Cases grid using the Download Case Summary option in the three dots menu.
 
 

4.What is the purpose of sending the Case Summary to the Submitter?

 The Send Case Summary to Submitter toggle allows the representative to share the Case Summary with the submitter (administrator or victim) after the case has been closed and archived