What Is Case Management?

Case Management is a configurable pipeline board for tracking anything that moves through stages

over time — a benefits claim, an accommodation request, a support case, or a collections account.

You define the stages (columns) and the fields your team collects, and every case moves through

that pipeline on a drag-and-drop board.

It is built on top of Velaro's existing ticketing system, so every case gets the same reliable

messaging, assignment, and history that tickets already have.

Setting Up a Case Type

1. Go to Messaging Settings → Case Management.

2. Click "New Case Type" and give it a name (e.g. "Unemployment Claim" or "Collections Case").

3. Define your stages — the columns your team will drag cases through (e.g. New, Under Review,

Approved, Denied).

4. Add any custom fields you want to collect (text, dropdown, date, phone, email, or a

masked "SSN (last 4)" field for sensitive identifiers).

5. Save. Your team can now create and move cases on the board.

Sensitive Information

If you add an "SSN (last 4)" field, only the last four digits are ever collected or stored — a

full Social Security Number is never accepted for that field, on the intake form or the board.

Citizen / Customer Self-Service Lookup

Each Case Type has its own private lookup link. A citizen or customer can check their case status

using only their case number and the last 4 digits of their identifier — never their full SSN or

any other sensitive detail — and optionally leave a follow-up message that appears directly on the

case for your team to see.

Intake / Apply Forms

You can bind an existing intake form to a Case Type so that submissions create a case directly,

in the right stage, with the submitted fields already attached.