> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://knowledge.clym.io/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# 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:

* [Sign in to your Clym Control Center account](#4-1-sign-in-to-the-clym-portal)
* [Access the Operate tab](#4-2-open-your-case-management-page)
* [Reply to a user case](#4-3-reply-to-a-user-case)

#### 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](https://clym.io) and click **Sign in** in the upper right-hand corner.

![Clym sign in page](https://storage.crisp.chat/users/helpdesk/website/-/a/e/3/8/ae38f50f15c00000/clym-portal-sign-in-page_cr9dra.webp)

#### 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__](https://knowledge.clym.io/en/article/how-to-set-up-responsibles-for-whistleblowing-cases-l85ga/)
* [__How to set up a case manager for content takedown cases__](https://knowledge.clym.io/en/article/how-to-set-up-responsibles-for-content-takedown-cases-1ehtp3b/)
* [__How to set up a case manager for bounty hunting cases__](https://knowledge.clym.io/en/article/how-to-set-up-responsibles-for-bounty-hunting-cases-1uhr7i0/)
* [__How to set up a case manager for accessibility issue reporting cases__](https://knowledge.clym.io/en/article/how-to-set-up-responsibles-for-accessibility-issue-reporting-cases-3f2s64/)

![Cases tab](https://storage.crisp.chat/users/helpdesk/website/-/a/e/3/8/ae38f50f15c00000/cases1_1ku196t.png)

**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**.

![Reply button](https://storage.crisp.chat/users/helpdesk/website/-/a/e/3/8/ae38f50f15c00000/cases3_r0koat.png)

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**.

![Send reply preview](https://storage.crisp.chat/users/helpdesk/website/-/a/e/3/8/ae38f50f15c00000/cases4_ua462n.png)

If you encounter any challenges, please reach out to us at [support@clym.io](mailto:support@clym.io).