---
title: "When an Agent Accepts an Interaction in Contact Center a Case Is Not Automatically Created"
slug: "when-agent-accepts-interaction-contact-center-case-not-created"
updated: 2026-05-19T11:54:33Z
published: 2026-05-21T21:25:58Z
canonical: "help.8x8.com/when-agent-accepts-interaction-contact-center-case-not-created"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# When an Agent Accepts an Interaction in Contact Center a Case Is Not Automatically Created

## Symptom

When an agent accepts an interaction in 8x8 Contact Center, the system does not automatically create a new case.

## Applies To

- 8x8 Contact Center

## Resolution

1. Log in to Configuration Manager for Contact Center.
2. Select **Integration**.
3. Select **Screen Pop**.
4. Select *Local* for **Target Type** (if you are not using an external CRM, such as Salesforce or Zendesk).
5. Go to **Trigger A Popup Window** and make sure *When agent accepts transaction* is selected.
6. Select the type of media for which this happens (phone, chat, email, voicemail).

![clipboard_e2760ebe015eb158a49e2a947429cdd7d.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/18829?sv=2026-02-06&spr=https&st=2026-11-03T21%3A52%3A28Z&se=2026-11-03T22%3A52%3A28Z&sr=c&sp=r&sig=Rj7wosAEySzFYIHFapXYkG2g%2FzzrwdL5eVNUTc3mXVI%3D)

## Cause

Screen Pop is not enabled.

## Additional Information

More information on Screen Pop can be found [here](/documentation/docs/define-screen-pop-settings-for-external-crm).