How to reply to a case
Steps to take to reply to a user-submitted case
Whether addressing accessibility concerns, investigating security vulnerabilities through bounty hunting, removing harmful content, or managing sensitive whistleblowing reports, we understand that maintaining clear communication with your customers is key to demonstrating that their cases are being handled with top priority. Within the Clym Control Center, you can easily send replies to your users at any time. Clym will automatically send an email notification to your users that they have a new reply from your team.
Replying to a case is an easy 3-step process:
1. Sign in to the Clym Control Center account
You should have received a magic link in your initial onboarding email. Please click Sign in from the email to get started. Alternatively, navigate to Clym's home page and click Sign in in the upper right-hand corner.
2. Access the Operate tab
From the left side menu, select Operate. Click to expand the Cases section.
Please note: to access cases, your user account must have the owner role or you must be set up as a case manager. For more information on adding case managers, please see the following resources based on case type:
- How to set up a case manager for whistleblowing cases
- How to set up a case manager for content takedown cases
- How to set up a case manager for bounty hunting cases
- How to set up a case manager for accessibility issue reporting cases
Please note: users must verify their email address before the case will be open and editable. Until the email address is verified, the case will remain pending.
3. Reply to a user case
Click into the case that you would like to manage, and click Reply.
In the editor, type your reply into the Message field or select a Response template. If you wish to Upload documents along with your reply, drag files or click to upload to attach files to your message. Click Send message.
If you encounter any challenges, please reach out to us at support@clym.io.
Updated on: 07/02/2026
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