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A mortgage application. An insurance claim. A warranty repair that goes out to a third party. An enterprise onboarding with six approvals in it. None of these is a long conversation. Treating them as one is the mistake — and it is why Tied models a case as its own thing rather than stretching the conversation model until it breaks.

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A case is not a conversation

“Waiting on the world” is the property that breaks the conversation model. A conversation blocked for eleven days on an underwriter is not slow, not stalled, and not abandoned — it is in the state it is supposed to be in. Any system that treats silence as a signal will get every one of these wrong.

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What the agent does across a case

Holds the state

What has been submitted, what is outstanding, who it is with, what the next milestone is — across every conversation in the case, not just the current one.

Waits explicitly

A blocked case records what it is blocked on and who owns it, rather than looking idle.

Checks in on its own schedule

Not only when something happens. If a third party has had a document for nine days, that is itself the reason to make contact.

Reports progress in the customer's terms

“Underwriting has your income documents and we’re waiting on the valuation” — not a status code.

Marks milestones

Each milestone is a recorded fact with evidence behind it, and milestones are what the commercial model keys on.

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Billing is different, on purpose

The billing unit for a case is not a resolution.
Case work is not priced as resolutions. Charging per resolution inside a case would bill you repeatedly for progress on work already priced at the case level. Long-horizon cases are designated and priced under your Enterprise contract, on negotiated terms.
A case is billed as a fixed case fee, drawn at milestones, plus a fixed completion bonus. The completion bonus is a fixed amount, not a percentage. Its trigger is reaching the defined terminal milestone, which is a provable fact rather than something to negotiate after the fact.

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Availability

Long-horizon cases are an Enterprise capability, negotiated per contract. They are the only part of Tied’s commercial model that is not published self-serve pricing — because the structure genuinely varies by vertical, by legal regime and by what a milestone means in your business, and a published number would be wrong for almost everyone.
A case-shaped workload is worth a conversation before you start building for it. The distinguishing question is simple: does one customer problem span several conversations over several weeks, with external parties in the middle? If yes, it is a case, and modelling it as a long conversation will cost you more to unwind later than to do properly now.

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Next

Proactive outreach

The scheduled check-in mechanism cases build on.

Actions and tools

The connected systems a case tracks state across.

Resolution pricing

The per-resolution model cases sit outside.

Plans

What Enterprise includes.