Released: August 21, 2026
This update brings a set of improvements to Case Management based on partner feedback from the open beta. Reviewer and assignee fields now support dynamic tokens everywhere you set them, so alerts and cases can route to the right person based on the contact instead of a hardcoded name.
Alerts and cases now show what Bolt Agent Jobs did on the record, Case Automation Rules can keep related alerts in sync when a case closes, faculty can tie a multi-student alert to a shared course, and descriptions support rich text.
Dynamic assignment for reviewers and assignees: Reviewer and assignee fields previously required selecting a specific person. They now support the same dynamic tokens used in Automation Rules, resolved at the moment an alert or case is created.
Contact Assignee token: Routes the alert or case to whoever already owns the contact.
Network Role tokens: Route based on the student's assigned network role, for example sending a grade alert to that student's Academic Advisor.
Fallback user: When a token is selected, you can set a fallback user who receives the assignment if the token cannot resolve, for example when a contact has no assignee.
Available everywhere you assign: Tokens can be selected on Alert and Case templates, when manually creating an alert or case, and in Automation Rules and Workflows.
This includes Subscribers too: Subscribers on a case now accept the same tokens, whether you add them while creating the case or through the Update Subscriber and Remove Subscriber actions in Case Rules.
Portal routing: Because tokens resolve at creation time, faculty-raised alerts submitted through the Portal route to the correct reviewer automatically.
Bolt Agent Job activity on alerts and cases: When a Bolt Agent Job is triggered by an alert or case, that activity is now visible from the record itself instead of only inside the job.
Timeline events: The alert or case timeline now shows when it enrolled a student in a Bolt Agent Job and what the job did next, so a record no longer looks idle while an agent is working it.
Two-way navigation: In a job enrollment's Action History, the "Added via Trigger" entry now links back to the alert or case that started it rather than to the job's settings.
New status triggers: Bolt Agent Jobs can now be triggered by Alert Status Updated and Case Status Updated in addition to created, and the repeatable option works through the full enrollment lifecycle.
Clearer wording: Relate Existing Item now refers to a Bolt Agent Job by name instead of calling it a "workflow enrollment," which was easy to confuse with Workflows.
Course selection for multi-student alerts: When faculty create a single alert for several students at once, the course field now stays available and lists only the courses shared by every selected student, so a class-wide alert can still be tied to the right course.
More complete Case Automation Rules: Case rules now cover the same ground as working a case by hand.
Case Status Updated trigger: Build rules that fire whenever a case status changes, optionally scoped to specific statuses.
Update related alerts: A case moving to Resolved or Cancelled can now set the resolution on its related alerts automatically, so alerts no longer sit open behind a closed case.
Create Case action: Now supports the full set of fields available in manual case creation, including Case Template.
Create Task action: Now supports contact tasks, subtasks, subscribers, and task templates.
Consistent escalation status: Alerts are now correctly set to Escalated to Case when a rule or workflow creates the case, matching what happens when you escalate manually.
Rich text in alert and case descriptions: Descriptions now support formatting such as bold text, lists, and links, making it easier to capture structured context and longer notes.
Student name on case details: The student's name now displays in full and links directly to their profile, so you can open the student record in one click.
Clearer alert status order: The alert status dropdown now lists statuses in workflow order: Triage, Escalate to Case, In Progress, Resolved, Dismissed. Closing statuses appear last, so escalation is no longer positioned as a step beyond resolution. This is an ordering change only; no status behavior changed.
Escalation opens the new case: After escalating an alert to a case and clicking Create, the new case's side sheet opens automatically instead of returning you to the alert, so you can continue working in the case you just created.
Have Agent Call Student defaults to Bolt Agent: The "who is making this call" field now defaults to Bolt Agent, matching the intent of the action.
Polish and fixes:
Grouped assignment dropdowns: The Alert Reviewer and Case Assignee dropdowns now group options under Tokens, Users, and Teams headings, matching the Task Assignee dropdown and making longer lists easier to scan.
Alert and case traits in segments: Fixed an issue where alert and case traits were not calculating, which prevented building segment filters with them.
Balanced and rotational assignment: Fixed the balanced and rotational assignment options in alert automations, which were not distributing alerts as configured.
In case you missed it: Alerts and Cases now support bulk import and export through the standard Import + Export module, including external ID matching for safe re-syncs from an SIS or early-alert vendor, test imports, and full field mapping. See the Import + Export for Alerts and Cases release note for details.
Each of these changes removes a manual step between a student needing help and someone acting on it. One template now routes correctly for every student, so admins configure assignment once instead of maintaining it. Faculty raise a class-wide alert in a single pass, tied to the right course. And staff see agent activity and related alert updates on the record itself, rather than hunting across the platform or reconciling closed cases by hand. Less time administering Case Management, more time on the students it surfaces.
