Add the Case Manager Agent to a case plan, choose rules-first or agent-led behavior, configure its model and tools, and test it with evaluations before production.

The Case Manager Agent is the AI reasoning layer of the Case Manager — the orchestrator that drives a case from creation to closure. Deterministic rules handle the predictable, high-volume paths. The Case Manager Agent handles everything the rules can't: events with no matching rule, ambiguous or unstructured signals, and judgment calls that would otherwise require a human to stop and re-route the case by hand.

This guide covers:

Audience: Intermediate to Advanced — Automation Developers, Solution Architects, Technical Leads.

Every case runs on a single event stream. Rules and the Case Manager Agent both observe it:

The agent decides; the engine executes. The Case Manager Agent never mutates the case directly. It returns a set of decisions, and the case engine applies them. This keeps every agent-driven action auditable and reversible, and keeps the agent inside the same guardrails as the rest of the case.

Rules require you to know the decision in advance. Much of what happens to a long-running case does not arrive on a schedule you can pre-wire — it arrives as events during execution that no fixed rule anticipated:

Without an agent, each of these ends with a human stepping into the case to re-route it by hand — reading the document, deciding it means "resume underwriting," and manually moving the case. That is exactly the bottleneck case management is meant to remove.

The Case Manager Agent catches those events and decides the next task or stage itself, reasoning over the full case state instead of a single field. You get the reliability of rules on the paths you can specify, and an agent that plans across events on the paths you can't.

When you add the agent you choose its behavior — when the Case Manager invokes it relative to the rules layer. This is the single most important decision, because it determines whether the agent is a safety net or the driver.

In both modes the deterministic rules layer runs and its decisions are available to the agent — the difference is whether the agent reasons on every event or only on the ones rules left unresolved. Start rules-first and move toward agent-led as you gain confidence in the agent's decisions on your case type.

The agent now appears as a Case Manager Agent tab on the Case manager node. From there, open the agent's Definition to configure it and run evaluations.

The Case Manager Agent is a governed, pre-built agent, not a blank canvas. The parts that define how it orchestrates a case are locked so that every case behaves consistently and safely; the parts that tune quality, cost, and reach are yours.

The Case Manager Agent conforms to a fixed contract — the "specification" the Case Manager and any custom agent must honor.

The UiPath Case Agent uses the same contract as any other Case Manager task. For the exact input (caseCurrentExecutionState, caseRulesDecisions) and output (caseManagerDecisions, with tasksToRun, tasksToCancel, stagesEntered, stagesExited, stagesCompleted, and caseResolution) shape, see Case Manager input and output contract.

The UiPath Case Agent ships with a Case Management Control tool group so it can read the live case without custom wiring:

Add your own tools alongside these when the agent needs to reach beyond the case (a system-of-record lookup, a notification connector, and so on).

Open the Case Manager Agent → Definition and set:

The system prompt and user prompt / I/O schema are shown read-only — review them to understand exactly what the agent sees and returns, but they are not editable.

Because the Case Manager Agent is a UiPath agent, it comes with the full power of UiPath's agent builder — including evaluations. Test the agent against representative cases before you deploy it, the same way you would test any other agent.

Iterate on model, context, memory, and behavior against your evaluation sets until the score meets your bar, then deploy the case plan. Evaluate before you agentify a production case — a routing agent that is wrong is worse than a rule that is missing.