Understand case information returned by HiveAI¶
The implemented HiveAI service can read case summaries, due cases, case-type rules and your own HR queries. These help explain existing work. A read does not create a case, change an assignment, issue a notice, submit a response or close anything.
Availability: this is a draft explanation of implemented case-reading capabilities. The inspected frontend does not yet provide a verified, connected case-assistant journey. Final Screens show intended conversation and recovery patterns, but the inspected examples concern records, workflow tasks and HiveAI usage rather than a complete case journey. Case-specific screen instructions, confidential-information handling and environment delivery remain unverified. Use the established case guides for the intended WorkOS tasks while that integration is completed.
What the assistant can obtain¶
The available information depends on the particular read used. A short answer is not necessarily a complete copy of the case.
| Information | What it can explain | Important limit |
|---|---|---|
| Case list or search | Reference, title, status, stage, type, confidentiality, due date, overdue flag and open-task count | The ordinary assistant list/search excludes closed cases and returns a limited first set. |
| A selected case | The summary above, whether closure is currently allowed, reasons blocking closure and participant count | It does not return the complete notes, task list, decision history or linked documents as answer facts. |
| Case board | A limited selection of visible case cards, including stage, age, due date and open-task count | It flattens the board into results; it does not reproduce every lane or promise a complete board. |
| Case analytics | Visible totals, open/closed/overdue counts, average workload age and oldest open age | This assistant read excludes closed cases. Its closed count is therefore not a historical closure report. |
| Due cases | Open, dated cases matching a requested time window and permitted visibility | Undated, closed and Secret cases are excluded from this particular read. |
| Case types | Active type summaries or a selected type's defaults, family, description, link requirements and closure outcomes | The summary is not the complete configuration form or every participant, staff-role and stage-transition rule. |
| Workflow preparation | Whether a requested workflow family can be started from a case, permitted families and existing-workflow count | Reading preparation information does not start or link a workflow. |
| Link preparation | Supported kinds of related work and existing-link counts | These are categories to investigate, not search results from Records, Correspondence or External Work. |
| Your HR query list | Notice subject, case reference, HR and case status, stage, delivery status, deadline, response count and overdue flag | This uses the signed-in employee's own-query scope, not general HR access. |
| An HR query detail | Selected case facts plus the latest saved notice subject/body, HR status and response count | It is not the complete response, supplement, delivery or review history. |
For ordinary case meaning, see Find cases and understand workload. For formal HR notices and employee responsibilities, use Read and respond to your HR queries. A saved HR notice can be visible before it is issued in the inspected implementation; seeing its text alone does not establish issuance or delivery.
Prepare a question that can be checked¶
When the connected case-assistant journey becomes available, identify the workspace and the case reference where possible. State whether you need one case, open work, cases due within a period, or your own HR queries. Use explicit dates and a timezone for deadline questions. Ask for the case references and the source time so you can compare the answer with the underlying work.
For example, “Which cases I can access are due between Monday morning and Friday evening?” asks a different question from “Which cases are overdue now?” Neither asks for every case that exists in the organization. These are examples of the information needed, not promises that those exact phrases select a particular tool.
Read any unavailable or incomplete-result message before using the answer. Then open the relevant case through its normal WorkOS navigation and compare the current status, deadline and responsibility. A broken assistant source link does not mean that the case has been deleted.
The intended general HiveAI entry is described in Open HiveAI. Do not assume that a suggested question, a case-specific button, a “load more” control or a confirmed destination exists until that part of the connected journey has been verified.
How due-case results are selected¶
All due-case results must have an open case and a due date. The read then uses one or more time selections:
| Selection | Meaning |
|---|---|
| Due within the period | The due time is on or after the period start and on or before its end. |
| Overdue before the period | The due time is earlier than the period start. |
| Open through the period end | The due time is on or before the period end, including earlier dates. It still excludes undated open cases. |
| No narrower selection | Combines these selections, effectively including eligible dated open cases through the period end. |
Results are ordered by due time, with a stable identity used to order equal times. Each response contains at most 100 cases and can indicate that more results remain. A continuation reads further results; it does not freeze the workload while cases change.
The visible overdue fact is calculated against the current time, independently of the requested period. A case selected for a future period can therefore have a different overdue meaning from a case selected before a past period. Check the dates rather than treating selection and overdue labels as identical.
The read labels priority as normal; this is not an assessment of urgency, business impact or management importance. Its relationship label distinguishes owner, participant and ordinary internal visibility. Ordinary visibility does not make the reader the person responsible for the case.
Recognize incomplete or differently scoped answers¶
Ordinary assistant list, search, board and type results are limited to at most 50 requested items. When more matching information exists, the response can say it is partial, but it does not provide a way to request the next page. Asking the same broad question again is not a reliable way to obtain a different page. Narrow the question or use the ordinary register and its filters.
Due-case results can identify a next batch. Do not assume a control from that flow also works for other case answers. Likewise, an answer containing a few cards and an analytics total may compare a limited list with a larger visible set. The numbers need not match.
“No results” means no matching items were returned within that read's access and selection rules. It does not prove that no other work exists. An unavailable answer must not be presented as a zero workload. Do not infer the existence of restricted or HR cases from an error message.
Source timestamps also have different meanings. A case's update time describes that case. The due-result freshness value reflects the latest update among returned cases, or the period start if none were returned. Ordinary summary response time describes when the response was assembled. None alone proves that every related workflow, document or notice was refreshed at the same instant.
Access, sensitive information and related work¶
HiveAI access and permission to read source work are separate requirements. A management title, ownership of a workspace or ability to ask a question does not grant additional case access. Ordinary case visibility and protected-HR permissions continue to matter; employee self-service uses the employee's relationship to their own query.
Confidential and HR handling still requires connected verification before this assistant journey is accepted. In particular, the ordinary case summary and the due-case list apply different rules for information sensitivity and HR access. Use the approved case and HR views for sensitive work while those differences are resolved. Do not paste confidential notice text into an unrestricted support request.
A case summary is also not permission to open every related record, letter or external exchange. Use the related product's authorized view to verify current content and status. A link category or count does not establish that its contents were read by the assistant.
Recover from an unclear answer¶
| Situation | What to do |
|---|---|
| Some cases may be missing | Check the selected period, closed-case exclusion and partial-result message. Narrow the question or use the register. |
| A known case is absent | Check the workspace, reference and access with the case owner or administrator. An undated case will not appear in due-case results. |
| Information is unavailable | Keep the result distinct from an empty list. Use WorkOS to check the case and retry the read when access or the service is restored. |
| A source link does not open | Find the case by its reference through ordinary case navigation; report the link issue without assuming the case is gone. |
| The answer and case disagree | Prefer the current case view, note the times and scope, and request a fresh read. Related systems may update separately. |
| An HR summary seems incomplete | Open your HR query or the authorized HR case view for notices, supplements, responses and delivery history. A response count is not the response text. |
| The assistant describes a change | Follow assisted change review and recovery. Reading or explaining a proposed change does not perform it. |
Managers should use these summaries to identify work to examine, not as proof of complete organizational coverage, productivity or service-level compliance. HiveAI may generate inaccurate explanations even when the returned facts are correct. Check material decisions against the source. No case-specific price, free-use allowance or business saving is established by these reads; current HiveAI access and usage rules still apply.