Time required: 8 minutes

Prerequisites:

Expected results: After reading this example, you will have seen a complete case handled with Gustav — from an inbound tenant email through the actions you carry out — and how you review and approve each step along the way.

Reading about Gustav is one thing; seeing it handle a real case is another. This example follows a single complaint from the moment the email arrives, working it with Chat with Gustav inside the case. Every action Gustav takes is a draft that you review before it happens.

On Monday morning, a tenant — Devin Zebra — emails to report water coming through the ceiling of his apartment at Salmonellenweg 305, top floor (unit 3/18). Captured Knowledge has already created a case from his email.

Open the new case and click Chat with Gustav in the case toolbar. The chat panel slides open and Gustav loads the full context of the case — Devin's email, his contact details, the property, and the empty workflow.

Click the "What should I do next?" suggestion. Gustav reads the case and lays out a sensible plan — acknowledge the tenant, check whether there's any prior damage on this property, arrange an inspection, and document it in the ERP system. You stay in charge of which steps to take.

Before promising anything, you want to know if this is a recurring problem. Ask:

"Are there any open damage reports for this property?"

Gustav searches and shows the results as cards. In this case there are none — the leak is new — so you can proceed with a fresh repair.

Ask Gustav to draft the acknowledgment:

"Draft a reply to Devin confirming we'll send someone to inspect today."

The draft email appears in the Workflow panel with a short note explaining why Gustav created it. You read it, adjust a sentence to match your tone, and send it. Devin has a response within minutes.

Now the repair itself:

"Create a work order for a plumber to inspect the ceiling leak in unit 3/18."

Gustav drafts a work order — trade set to plumbing, linked to the property — and suggests a service provider you've used in this building before. You confirm the provider and create the work order.

"Create an ERP ticket for this water damage."

Gustav drafts the ticket, filling the title, description, and priority from the case context. You review it and create it; the ticket links itself to the case automatically.

With the work in motion, bring the case status up to date:

"Set the status to In Progress and the priority to high."

Gustav confirms each change before applying it, so the case now reflects where things stand.

Later, the plumber sends a message saying they can't reach the tenant. The email is matched to the case. Reopen the case, open Gustav, and ask:

"What's new in this case?"

Gustav refreshes its view of the case, sees the provider's update, and offers to draft a message to the tenant asking whether there's a current phone number. You send the email.

One conversation, the whole case - Searching the history, drafting the email, the work order, and the ERP ticket, and updating the case fields all happened in a single chat — no jumping between screens and forms.

You approved every step - Gustav prepared each draft; you reviewed, edited, and sent or created it. Nothing happened automatically.

Real context, less typing - Because Gustav already had the case's email, contact, and property, you described what you wanted in a sentence instead of filling in forms.