---
title: "Configure CRM properties"
slug: "vcc-configure-crm-properties"
updated: 2026-07-23T10:06:46Z
published: 2026-07-23T10:06:46Z
canonical: "help.8x8.com/vcc-configure-crm-properties"
---

> ## 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.

# Configure CRM properties

**8x8 Contact Center** administrators configure the Properties tab in **8x8 Configuration Manager** to specify CRM behavior in the following areas:

- To define time limit to reopen closed cases
- To assign reopened cases to agents
- To display case and follow-up records using HTML in **8x8 Agent Console**
- To disable opening files attached to emails by clicking attachment

**To configure CRM Properties:**

1. From the **Configuration Menu**, open **CRM**.
2. Go to the **Properties** tab.
3. Configure the desired setting, and click **Apply**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/cfgmgrcrmproperties02.png?sv=2026-02-06&spr=https&st=2026-11-03T23%3A00%3A25Z&se=2026-11-04T00%3A00%3A25Z&sr=c&sp=r&sig=X%2FnJh%2B769tmy%2FTA5jh62maUcsVBcLATBvBzpWsa4Ncg%3D)

The following table summarizes the options under **CRM > Properties**:

| CRM Properties Option | Description |
| --- | --- |
| Closed case - automatic re-opening time-limit | Select the time interval that a closed case automatically reopens within a specified time limit. Specify one of the three possible values: - **Never**: Never opens a closed case automatically. - **Always**: Always reopens a closed case in the event of a customer follow-up via email. - **Time limit**: Specifies the maximum amount of time a case can be closed before it automatically reopens. If a follow-up is received within the time limit, the case reopens automatically. The case remains closed if a follow-up is received after the time limit. For example, if you set the time limit to 10 days, a case that is closed today can potentially be reopened within the next ten days in the event of a customer follow-up by email. Once the time limit expires, the system creates a follow-up case, but will not reopen the case. > [!NOTE] > Note: > > When you change a parameter's value, it takes effect immediately. |
| Automatically assign re-opened cases to next agent handling the case | If enabled, assigns reopened cases to the next receiving agent automatically. Reopened cases normally retain their previous agent assignment. If disabled, assigns reopened cases to the agent who handled the case previously. |
| Display cases and follow-ups using HTML when available | If enabled, supports HTML formatting during the following tasks: - Creating and editing case records. - Creating follow-up records. - Creating notification emails. If disabled, an agent is restricted to plain-text data while creating or notifying case and follow-up records. |
| Disable file open on clicking attachment | If selected, the email attachment sent by the CRM customers cannot be opened from within **8x8 Agent Console**. Agents can still save the attachment, but are prevented from opening the insecure attachments. |