Update a Case API - Kore.ai Docs

Back to Case Management API List Updates an existing case in the case management system.

Field	Value
Method	POST
Endpoint	`https://{{host}}/caseManagement/api/public/analytics/{{streamId}}/updateCase/{{caseId}}`
Content Type	`application/json`
Authorization	`auth: {{JWT}}` See How to generate the JWT Token.
API Scope	Case Management Configuration

Path Parameters

Parameter	Required	Description
`host`	Required	Environment URL. For example, `https://platform.kore.ai`.
`streamId`	Required	Bot identifier or Stream identifier. Access it from the General Settings page of the bot. For example, `st-084d3c5e-376a-559f-9987-a012bb2bxxxx`.
`caseId`	Required	Unique identifier of the case to update. For example, `ci-b4eaa6e-b3d9-4bb3-ae54-bb043b4axxxx`.

Header Parameters

Parameter	Required	Description
`accountId`	Required	The account identifier associated with the API request. For example, `6639f7bd58c97ffac03bxxxx`.

Sample Request

curl --location 'https://{{host}}/caseManagement/api/public/analytics/{{streamId}}/updateCase/{{caseId}}' \
--header 'sec-ch-ua: "Google Chrome";v="123", "Not:A-Brand";v="8", "Chromium";v="123"' \
--header 'AccountId: {{accountId}}' \
--header 'client-app: unified' \
--header 'X-Timezone-Offset: -330' \
--header 'sec-ch-ua-mobile: ?0' \
--header 'auth: {{jwt-code}}' \
--header 'state: configured' \
--header 'Iid: st-084d3c5e-376a-559f-9987-a012bb2bxxxx' \
--header 'Content-Type: application/json;charset=UTF-8' \
--header 'Accept: application/json, text/plain, */*' \
--header 'User-Agent: Mozilla/5.0 (X11; Linux x86_64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/123.0.0.0 Safari/537.36' \
--header 'bot-language: en' \
--header 'app-language: en' \
--header 'Referer: http://localhost/builder/app/welcomeflows' \
--header 'sec-ch-ua-platform: "Linux"' \
--data-raw '{
  "_id": "ci-1a634e1-3d97-427e-8b23-9b7b0a40xxxx",
  "caseTmp": "one",
  "name": "case one",
  "lname": "case one",
  "desc": "this is case one",
  "tags": [],
  "userInfo": {
    "_id": "u-d0db86ae-8a26-51dd-a6d6-5d531c39xxxx",
    "name": "",
    "emailId": "john.doe@example.com"
  },
  "accountId": "{{accountId}}",
  "iId": "st-5393141c-723b-579d-8265-27dd9b7fxxxx",
  "orgId": "o-a55026c9-2abd-5503-b212-5fba600axxxx",
  "status": {
    "_id": "sts-47a7230-2a07-4b84-879b-e792542cxxxx",
    "name": "Open",
    "lname": "open",
    "statusCategory": "open"
  },
  "priority": {
    "_id": "pr-9d1a24a-1385-45e9-818b-295eab5bxxxx",
    "name": "Medium",
    "lname": "medium",
    "desc": "Moderate urgency"
  },
  "refId": "CS000100",
  "isActive": true,
  "dueDate": 1748491380000
}'

Request Body Parameters

Parameter	Required	Type	Description
`caseTmp`	Optional	String	Unique case template identifier.
`name`	Optional	String	Case name.
`lname`	Optional	String	Lowercase version or slug of the name.
`desc`	Optional	String	Case description.
`tags`	Optional	Array	Array of tag strings.
`userInfo`	Optional	Object	Information about the user who created or owns the case.
`sessIds`	Optional	Array	Related session IDs.
`accountId`	Optional	String	Account identifier.
`lid`	Optional	String	Stream, instance, or session ID.
`orgId`	Optional	String	Organization identifier.
`convIds`	Optional	Array	Related conversation IDs.
`status`	Optional	Object	Current case status.
`language`	Optional	String	Case language code. For example, `english`.
`source`	Optional	String	Source of the case. For example, `rtm`.
`conversationType`	Optional	String	Type of conversation. Expected value: `case`.
`fields`	Optional	Array	Custom or system field definitions and values.
`participants`	Optional	Array	List of participant objects.
`queues`	Optional	Array	List of queues assigned to the case.
`priority`	Optional	Object	Priority metadata, including level and color.
`refId`	Optional	String	Case reference ID.
`assigneeType`	Optional	String	Assignment type. For example, `unassigned`, `queues`.
`isActive`	Optional	Boolean	Whether the case is active.
`taskIds`	Optional	Array	Array of associated task IDs.
`attachments`	Optional	Array	Array of attachments.
`feedback`	Optional	Array	Feedback data.
`createdBy`	Optional	Object	Creator information.
`updatedBy`	Optional	Object	Last updated by information.
`timestampValue`	Optional	Number	Timestamp in milliseconds for tracking updates.
`activityIds`	Optional	Array	Related activity IDs.
`commentIds`	Optional	Array	Related comment IDs.
`resolutionCmts`	Optional	Array	Resolution comments.
`dueDate`	Optional	Number	Case due date timestamp in milliseconds.
`isBreached`	Optional	Boolean	SLA breach flag.
`supportCustomTasks`	Optional	Boolean	Indicates support for custom tasks.
`channel`	Optional	Array	Channels used. For example, `chat`, `email`.
`createdAt`	Optional	String	Case creation timestamp.
`updatedAt`	Optional	String	Last updated timestamp.
`currAssignee`	Optional	Object	Current assigned agent information.
`ETA`	Optional	String	Estimated time of resolution in ISO date string format.

Sample Response

{
  "_id": "ci-b4eaa6e-b3d9-4bb3-ae54-bb043b4axxxx",
  "caseTmp": "CaseTemplate1",
  "name": "This is demo case",
  "lname": "this is demo case",
  "userInfo": {
    "_id": "u-fd371c0a-3168-5a02-83dd-f4ba5597xxxx",
    "name": "john",
    "emailId": "john.doe@example.com"
  },
  "accountId": "{{accountId}}",
  "status": {
    "_id": "sts-a3ed479-e945-4b59-a0c0-4369472axxxx",
    "name": "Open",
    "statusCategory": "open"
  },
  "priority": {
    "_id": "pr-cad98ea-d89c-489b-acc7-e86341e5xxxx",
    "name": "Medium",
    "desc": "Moderate urgency"
  },
  "refId": "CS00xxxx",
  "assigneeType": "queues",
  "isActive": true,
  "createdAt": "2025-06-04T08:17:35.419Z",
  "updatedAt": "2025-06-04T09:40:09.323Z",
  "ETA": ""
}

​Path Parameters

​Header Parameters

​Sample Request

​Request Body Parameters

​Sample Response

Path Parameters

Header Parameters

Sample Request

Request Body Parameters

Sample Response