How to assign cases and tasks to your team

As an admin, how can I allocate cases to my energy advisors?

In Nook, you allocate work in two main ways:

1. Set a case “Owner” (who is responsible overall)
2. Assign specific tasks on that case to individual advisors

Both then show up on the advisor’s dashboard so they know what to work on.

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1. Make sure your advisors are set up as users

Before you can allocate anything, your energy advisors need Nook logins.

1. Go to Settings → Users.
2. Add a new user for each advisor and give them a suitable role (usually staff, while you keep admin).

Once that’s done, they can be selected as Owners and as Task assignees.

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2. Allocate cases by setting the “Owner”

Each case has an Owner field showing who on the team is responsible for that client. You can also filter by owner in the case views.

From the Waiting list (new cases):

1. Go to Waiting list – this is where new or untriaged clients land by default.
2. Open a case you want to allocate.
3. During triage, decide if you’ll support the client and move them to the next step in your journey (e.g. “Customer engaged”).
4. In the case details, set the Owner to the advisor who’ll lead on this case.
5. Save the case.

That case will now appear in the case overview and the advisor will see updates on their dashboard when things change.

From the Case overview (existing cases):

1. Go to Cases → Overview (list or Kanban view).
2. Use filters if needed (e.g. by project, current stage, or existing owner).
3. Click into a case.
4. Change the Owner field to the advisor you want to be responsible.
5. Save.

You can repeat this to rebalance caseloads between advisors.

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3. Allocate work within a case using Tasks

Sometimes you want one person to “own” the case but share specific actions across the team. That’s where Tasks come in.

On a case:

1.

1. Scroll to the Tasks section.
2. Click Add task.
3. Choose a task type (e.g. home visit, phone call, send pack).
4. Set:
   • Due date
   • Step in the journey it relates to
   • Assigned to – pick the advisor who should do it.
5. Save.

Assigned tasks will appear on that advisor’s dashboard so they can see what they personally need to do today and in the next few days.

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4. Use notes and @mentions for ad-hoc allocation

For quick, informal allocation (e.g. “can you pick this up?”), you can:

1. Add a note on the case with context.
2. @mention the advisor you want to nudge.

They’ll see this in their dashboard notes/updates and can open the case directly from there.