Product Updates - 3/17/26 Release
This release focuses on making case management more transparent, routing more reliable, analytics clearer, and adding the capability to rate and send pre-signed cases.
New Features
1. Send “signed” cases between firms
Firms can now send cases that have already been signed by the client, with a workflow tailored to this use case.
- There is a firm level setting that must be enabled per conversation with your onboarding team to send these cases
- Check a box when sending the case to indicate a retainer is already signed
- Case will move directly to investigating after acknowledgement and the receiving firm will see "Accept" instead of "Signed" to move it through the workflow.
2. Firm-to-Firm report card
We’ve introduced a Firm-to-Firm report card so users can quickly understand how a partner firm performs in the context of a specific relationship.
- Can be viewed by going to another firm's profile and filtered by select time periods
- Relationship specific metrics include:
- Average acknowledgement time
- Average decision time (time to signed/rejected)
- Cases Signed to that firm
- Cases Sent to that firm
- Cases Received from that firm
3. Case Ratings System
We’ve linked cases to an external Case Ratings system, adding structure for tiering and notes. Only available to select firms on our Xccelerate Tier
- Rate cases on a tiered scale of 1-5 when provided with the description
- Use this tier rating for sending via routing rules or estimating the likely resolution amount for the case
- Contact sales@casexchange.com to learn more about upgrading to our Xccelerate Tier for access
Improvements to Existing Features
1. Track “Requires Update” in status history
When a case is flagged as requiring an update, that action is now recorded in the case’s status history, similar to a message
Both the sending and receiving firm will be able to see this in the status history page. The label will be flagged in red similar to the existing "Requires Update" flag.
2. Add county to referral rules
Referral rules now support county-level targeting:
County selection is dependent on state and optional – if none is specified, all counties for that state are included. This field will also now be saved on the case.
Learn more about configuring routing rules here and reach out to sales@casexchange.com for more information on upgrading your plan to use this feature
Integrations
1. Update to Case Status status mappings
We've adjusted how this mapping occurs to account for the new workflow around closing vs closed cases. Review our Status Explanations to confirm the meaning of each status
Bug Fixes
1. Updated global notification preferences
Changed base notification recipients to be more clear around added role structure. Also added the ability to specify a singular email directly from the page. See Update Who Receives Email Notifications to learn more.
2. Revenue visibility
Fixed issue where resolution information was only available from the received view of a case. Ensured it showed up on the sent view of the case and everywhere in analytics
3. Analytics & UI polish
Removed confusing cross-context filters in analytics views so firms can no longer adjust receiving firm on received case view or referring firm on sent case view
4. Missing hover state on “All Link States”
Fixed inconsistency where Case Status link field on Received Cases filters would not get highlighted. Ensure your Case Status Integration is set up so your cases can get linked for your partners.