- Once a case is routed to you, you have 3 hours to accept or decline it before it times out.
- After you accept a case, you have a fresh 3 hours to respond before it will be re-routed to a peer.
Cases assigned during evenings (after 8pm EST) and weekends will have a longer acceptance period. After you accept the case, you will have 3 hours to respond.
A new case will appear in your "Taskbox" window and the status of the case will say "New request." Before you accept or decline a case, the expiration time is available on the consult: