API (Application Programming Interface)
TechnicalA way for software applications to talk to each other. SwiftCase APIs let you connect to accounting software, payment systems, and other tools.
Glossary
Clear definitions of the terms used in workflow automation, case management, CRM, and AI-powered business operations.
A way for software applications to talk to each other. SwiftCase APIs let you connect to accounting software, payment systems, and other tools.
A record of every action taken in the system. Shows who did what and when. Essential for compliance and troubleshooting.
A task the system performs automatically. Examples: sending emails, updating statuses, generating documents. SwiftCase supports 60+ actions.
Lets callers interrupt an AI agent mid-sentence. Creates natural conversations where people don't have to wait.
The practice of improving how work gets done. SwiftCase is a BPM platform that automates and streamlines operations.
A unit of work tracked from start to finish. Could be an insurance claim, customer enquiry, legal matter, or any task that moves through stages.
Tracking and managing cases from start to finish. Includes status tracking, deadlines, documents, communications, and full history.
A system for tracking customer interactions. SwiftCase includes CRM features for contacts, companies, and communication history.
A UK government security certification. SwiftCase is Cyber Essentials certified, meeting key security standards.
How data is organised in the system. SwiftCase offers 41 field types so you can structure data to match your needs.
Creating documents automatically from templates. Generate letters, contracts, and reports in PDF or Word with data filled in.
Handling inbound emails automatically. Classify them, extract data, match to cases, and trigger workflows.
An automation that runs in SwiftCase. Examples: status changes, emails sent, documents created. Used for usage-based billing.
The kind of data a field stores. SwiftCase has 41 types: text, numbers, dates, dropdowns, file uploads, signatures, and more.
The first report of an insurance claim. SwiftCase and Switchboard can capture FNOL details and create cases automatically.
EU data protection law. SwiftCase supports GDPR with data retention policies, erasure workflows, and audit logging.
When a conversation moves from AI to a human agent. Switchboard passes the full context so customers don't repeat themselves.
AI handles routine tasks; humans review complex decisions. Used for approvals, escalations, and quality control.
Setting up SwiftCase for your organisation. Includes workflow design, data setup, integrations, and training. Usually takes 4-8 weeks.
A connection between SwiftCase and another system. Use APIs, webhooks, or pre-built connectors to share data.
An international security standard. SwiftCase follows ISO 27001 security policies and procedures.
A measure of how well objectives are met. SwiftCase dashboards track performance, SLA compliance, and team productivity.
AI that understands and generates human language. Switchboard uses LLMs from OpenAI and Anthropic for conversations.
A placeholder in a template replaced with real data. Example: {{client_name}} becomes the actual client name.
One system serving many customers with separate data. SwiftCase keeps each organisation's data fully isolated.
Build without programming. SwiftCase workflows, data models, and automations are configured through visual tools.
Turns images of text into readable data. SwiftCase uses OCR to extract information from scanned documents and PDFs.
Analysing large datasets with complex queries. SwiftCase includes pivot tables for slicing and dicing your data.
Safety rules for AI agents. Prevent inappropriate responses, block sensitive data exposure, and enforce compliance.
A web interface for external users. Clients, suppliers, or partners can view and update their information securely.
Red-Amber-Green indicators showing urgency. SwiftCase calculates these automatically based on SLAs and deadlines.
A standard way for systems to exchange data over the web. SwiftCase APIs let you read, write, and trigger workflows.
Permissions based on job roles, not individuals. Control what each role can see and do in SwiftCase.
Software hosted in the cloud. No installation needed. Automatic updates. Access from anywhere.
A test environment separate from live data. Test workflow changes safely before going live. Included in Core plan.
A deadline commitment. SwiftCase tracks SLAs automatically, sends reminders, and flags breaches.
SwiftCase's AI communication platform. Handles voice, chat, WhatsApp, SMS, and email. Takes actions, not just answers questions.
The single source of truth for your data. SwiftCase is the authoritative source for cases, contacts, and workflows.
A reusable format for documents, emails, or workflows. Create once, use many times with different data.
AI agents calling functions during conversations. Look up data, book appointments, update records, take real actions.
What starts a workflow. Can be time-based (schedules), data-based (status changes), or external (API calls, emails).
AI that handles phone calls naturally. Switchboard uses Deepgram for listening and ElevenLabs for speaking.
An automatic notification between systems. SwiftCase sends webhooks when things change and receives them to trigger workflows.
The steps a case follows from start to finish. Defines statuses, transitions, automations, and business rules.
The core of SwiftCase. Runs automations, manages status changes, and enforces business rules. 60+ actions supported.
Book a demo to see how SwiftCase brings workflow automation and case management to life for your operation.