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Using Gustav in Cases

Learn how to use Gustav, the AI assistant, directly inside cases to draft actions, update fields, and manage your workflow through conversation.

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Written by Nick Laffey
Updated this week

Time required: 5 minutes

Prerequisites:

  • Access to Captured Knowledge

  • A case open in the application

Expected results: After reading this article, you will know how to open Gustav from a case, what tools are available, and how to use suggestion chips and conversation to manage your workflow.

Note: Gustav in Cases is currently being rolled out gradually. If you don't see the Gustav button in your case toolbar, contact our support team to have it enabled for your team.

Using Gustav in Cases

Gustav is the AI assistant built into Captured Knowledge. When you open Gustav from within a case, it receives the full context of that case — linked emails, contacts, properties, workflow actions, and activity history — so you can work faster without switching between screens.

Opening Gustav

To start a Gustav session from a case:

  1. Open a case in Captured Knowledge

  2. Click the Gustav button in the case toolbar

  3. A chat panel slides open on the right side of the screen

Gustav automatically loads the case context, so you can start asking questions or requesting actions immediately.

Suggestion Chips

When you open Gustav in a case, five suggestion chips appear to help you get started:

  • What should I do next? — Ask Gustav what should happen next based on the current state of the case

  • Reprocess based on recent updates — Have Gustav check for new emails, notes, or changes and suggest updates

  • What information is missing? — Identify gaps in the case that need to be filled before resolution

  • Draft an email for this case — Ask Gustav to draft an email to a contact involved in the case

  • Create a work order — Have Gustav draft a work order based on the case details

Click any chip to send that request, or type your own question in the input field.

What Gustav Can Do in a Case

Draft Actions

Gustav can create draft emails, work orders, and ERP tickets based on the case context. For example:

  • "Draft a reply to the tenant about the repair appointment"

  • "Create a work order for a plumber to fix the kitchen faucet"

  • "Draft an ERP ticket for this issue"

Drafts appear in the Workflow panel for your review before sending or submitting. Each draft includes a short explanation of why Gustav created it — for example, "Reply to tenant inquiry about heating repair" — so you can quickly understand the context.

Update Case Fields

You can ask Gustav to update the case directly:

  • "Change the status to In Progress"

  • "Set the priority to high"

  • "Update the title to include the apartment number"

  • "Assign this case to Maria"

Gustav confirms each change before applying it.

Edit Existing Drafts

If a draft action needs adjustments, ask Gustav instead of opening the form:

  • "Change the email recipient to the property manager"

  • "Add the inspection photos to the work order description"

  • "Update the ERP ticket title"

Update ERP Tickets

Gustav can also propose changes to ERP tickets that have already been created in your ERP system. It shows the proposed changes with modified fields clearly marked, and you confirm before the update syncs.

Suggest Personal Instructions

If Gustav notices a pattern in your conversations — for example, you always prefer a formal tone in emails, or you consistently assign heating issues to a specific contact — it may suggest saving that as a personal instruction. The suggestion appears inline in the chat as a diff. You can accept it, modify it, or dismiss it.

Personal instructions are saved in your browser and apply to all future Gustav conversations. You can also edit them manually in your profile settings.

Link and Unlink Entities

Gustav can manage the connections between your case and other items:

  • "Link Martin's email from yesterday to this case"

  • "Unlink the phone call that was added by mistake"

Session Persistence

Gustav saves your conversation for each case. When you close the chat panel and reopen it later, your previous messages and context are still there. This means you can work on a case over multiple sessions without losing your conversation history.

If the case has changed since your last session (new emails arrived, actions were completed), Gustav can refresh its context. Ask "What's new in this case?" or click the refresh option if available.

Tips for Effective Use

  • Be specific: "Draft an email to the tenant about the plumber visit on Thursday" works better than "Write an email."

  • Review before sending: Gustav creates drafts, not final actions. Always review the content before sending emails or creating ERP records.

  • Use for complex tasks: Gustav is most helpful when you need to combine information from multiple parts of the case — for example, drafting an email that references the work order details and tenant contact information.

  • Ask follow-up questions: If a draft isn't quite right, tell Gustav what to change rather than starting over.

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