Cases API¶

Case management, interactions, supercases, campaigns, and pre-delinquency rules.

Base permission: IsViewerOrAbove (read), IsCollectorOrAbove (write)

Cases¶

Method	Path	Description	Permission
`GET`	`/cases`	List all cases	`IsViewerOrAbove`
`GET`	`/cases/{id}`	Get case	`IsViewerOrAbove`
`POST`	`/cases`	Create case	`IsCollectorOrAbove`
`PUT`	`/cases/{id}`	Update case	`IsCollectorOrAbove`
`DELETE`	`/cases/{id}`	Archive case	`IsCollectorOrAbove`
`POST`	`/cases/{id}/escalate`	Escalate case	`IsCollectorOrAbove`
`POST`	`/cases/{id}/close`	Close case	`IsCollectorOrAbove`
`POST`	`/cases/{id}/reopen`	Reopen case	`IsCollectorOrAbove`
`POST`	`/cases/{id}/snooze`	Snooze case	`IsCollectorOrAbove`
`POST`	`/cases/{id}/unsnooze`	Unsnooze case	`IsCollectorOrAbove`

Nested by Borrower/Loan¶

Method	Path	Description
`GET`	`/borrowers/{id}/cases`	List borrower's cases
`POST`	`/borrowers/{id}/cases`	Create case for borrower
`GET`	`/loans/{id}/cases`	List loan's cases
`POST`	`/loans/{id}/cases`	Create case for loan

Create Case¶

POST /api/v1/cases

{
  "borrower_id": "550e8400-e29b-41d4-a716-446655440000",
  "loan_id": "661f9511-f3ac-52e5-b827-557766551111",
  "case_type": "complaint",
  "priority": "high",
  "subject": "Billing dispute - January payment",
  "description": "Borrower reports payment was made but not reflected on statement"
}

Case Types¶

Type	Description
`general`	General inquiry or task
`complaint`	Customer complaint
`dispute`	Payment or billing dispute

Case Lifecycle¶

open → in_progress → escalated → closed
                   → snoozed → (wake up) → in_progress
       ↘ closed
closed → (reopen) → open

Escalate Case¶

POST /api/v1/cases/{id}/escalate

{
  "reason": "Requires supervisor review",
  "escalate_to_user_id": "..."
}

Snooze Case¶

Temporarily pause a case with automatic wake-up.

POST /api/v1/cases/{id}/snooze

{
  "snooze_until": "2026-01-20T09:00:00Z",
  "reason": "Waiting for borrower callback"
}

SLA Tracking¶

Cases track SLA compliance:

{
  "id": "...",
  "priority": "high",
  "sla_due_at": "2026-01-16T14:30:00Z",
  "sla_breached": false,
  "time_to_first_response": null,
  "time_to_resolution": null
}

Interactions¶

Record individual interactions with borrowers.

Method	Path	Description	Permission
`GET`	`/interactions`	List all interactions	`IsViewerOrAbove`
`GET`	`/interactions/{id}`	Get interaction	`IsViewerOrAbove`
`POST`	`/interactions`	Create interaction	`IsCollectorOrAbove`
`PUT`	`/interactions/{id}`	Update interaction	`IsCollectorOrAbove`
`GET`	`/borrowers/{id}/interactions`	List borrower's interactions	`IsViewerOrAbove`

Create Interaction¶

POST /api/v1/interactions

{
  "borrower_id": "...",
  "case_id": "...",
  "direction": "outbound",
  "channel": "phone",
  "interaction_type": "call",
  "theme": "collections",
  "transcript": "Called borrower regarding past-due payment. Borrower agreed to pay by Friday.",
  "duration_seconds": 180
}

Do-Not-Interact Rules¶

Per-borrower rules that block specific interaction channels.

Method	Path	Description	Permission
`GET`	`/do-not-interact`	List rules	`IsViewerOrAbove`
`GET`	`/do-not-interact/{id}`	Get rule	`IsViewerOrAbove`
`POST`	`/do-not-interact`	Create rule	`IsCollectorOrAbove`
`PUT`	`/do-not-interact/{id}`	Update rule	`IsCollectorOrAbove`
`DELETE`	`/do-not-interact/{id}`	Delete rule	`IsCollectorOrAbove`

Supercases¶

Group multiple cases for bulk management.

Method	Path	Description	Permission
`GET`	`/supercases`	List supercases	`IsViewerOrAbove`
`GET`	`/supercases/{id}`	Get supercase	`IsViewerOrAbove`
`POST`	`/supercases`	Create supercase	`IsAdminOrAbove`
`PUT`	`/supercases/{id}`	Update supercase	`IsAdminOrAbove`
`POST`	`/supercases/{id}/add-cases`	Add cases to supercase	`IsAdminOrAbove`
`POST`	`/supercases/{id}/bulk-action`	Apply action to all cases	`IsAdminOrAbove`

Populations¶

Define populations of borrowers for supercase targeting.

Method	Path	Description	Permission
`POST`	`/supercases/{id}/populations`	Create population	`IsAdminOrAbove`
`GET`	`/supercases/{id}/populations`	List populations	`IsViewerOrAbove`
`POST`	`/supercases/{id}/populations/{pop_id}/preview`	Preview matching borrowers	`IsAdminOrAbove`
`POST`	`/supercases/{id}/populations/{pop_id}/commit`	Commit (create cases)	`IsAdminOrAbove`

Campaigns¶

Mass outreach campaigns with communication tracking.

Method	Path	Description	Permission
`GET`	`/campaigns`	List campaigns	`IsViewerOrAbove`
`GET`	`/campaigns/{id}`	Get campaign	`IsViewerOrAbove`
`POST`	`/campaigns`	Create campaign	`IsAdminOrAbove`
`PUT`	`/campaigns/{id}`	Update campaign	`IsAdminOrAbove`
`POST`	`/campaigns/{id}/launch`	Launch campaign	`IsAdminOrAbove`
`POST`	`/campaigns/{id}/pause`	Pause campaign	`IsAdminOrAbove`

Create Campaign¶

POST /api/v1/campaigns

{
  "name": "Q1 Retention Outreach",
  "template_id": "...",
  "channel": "email",
  "filter_criteria": {
    "delinquency_bucket": "dpd_1_29",
    "program_id": "..."
  },
  "scheduled_date": "2026-02-01"
}

Pre-Delinquency Rules¶

Early warning rules that trigger actions before delinquency occurs.

Method	Path	Description	Permission
`GET`	`/pre-delinquency-rules`	List rules	`IsViewerOrAbove`
`GET`	`/pre-delinquency-rules/{id}`	Get rule	`IsViewerOrAbove`
`POST`	`/pre-delinquency-rules`	Create rule	`IsAdminOrAbove`
`PUT`	`/pre-delinquency-rules/{id}`	Update rule	`IsAdminOrAbove`
`DELETE`	`/pre-delinquency-rules/{id}`	Delete rule	`IsAdminOrAbove`