Client communication

Messaging a client from a case

Click "Message client" in the case header to open the messenger beside the case. Every message, whichever channel you pick, is saved in the case thread, and in-app messages are also saved to the case activity timeline.

1. 1Choose a channel: In-app, SMS or Email.
2. 2Type your message, or open "Message templates" and pick one to replace the draft.
3. 3Click Send Message. You can also Copy the text or Save Draft to finish later.

How each channel works

1. 1In-app: the message appears in the client’s portal and in the case thread.
2. 2SMS: the message is texted to the client’s mobile number and saved in the thread. You see a confirmation showing the number it went to.
3. 3Email: the message is saved in the thread and the client is emailed to let them know a message is waiting.

When a text cannot be delivered

If a text cannot be sent, the message is still saved in the thread and you see a notice explaining that the text was not sent and why. Try Email instead, or, if the number on file is wrong, correct it using Edit in the case header.

The Messages hub

Case Management → Messages brings all your conversations into one place, with unread counts on each tab.

1. 1Clients: client and adjuster threads across all your cases.
2. 2Team: your firm’s internal team chat.
3. 3Mentions: places where a teammate has @mentioned you.

In the app: Open MessagesSign in to open it

Requesting documents

Ask the client for files from the case’s Documents tab. The client gets one link with everything you asked for.

1. 1Open the case, go to Documents and choose Request documents.
2. 2Pick the items you need. Use "Other…" to describe anything not on the list, such as a rideshare trip receipt.
3. 3Choose Email or Text as the delivery method and send the packet.

Tracking requests and nudging

The Requests view on the Documents tab shows each requested item moving through Requested, Received and Reviewed. Items still with the client are listed under "Waiting on the client".

1. 1For an item still at Requested, click Nudge and choose text or email to send a reminder. The row then shows when the client was last reminded.
2. 2When files arrive, open them from the row and click "Mark reviewed" once you have checked them.

Client notes on requests and evidence

Clients can leave a note on any document you request and on every evidence category in their portal, for example to explain that they did not see a doctor or that a report is on its way. Notes on a request appear as a "Client note" under that item in Requests. Notes on evidence categories are collected in a "Client notes on evidence" card on the case’s Documents tab, newest first.