CaseChat is a conversation between your team and one client, opened right from their case. Use it for the quick things: confirming an appointment, asking whether the documents arrived, or answering a treatment question. Your client is notified on their phone even if they never open the Quilia app, and they can answer by text.
Where to open CaseChat
There are three places, and they all show the same conversation.
- On a case. In the left column of the case page, select Open CaseChat. The conversation slides out over the case, so you can read the file while you type. Open ℚ conversation is right below it.
- Across all your clients. Select CaseChat in the left navigation. Use My Cases to see only the cases you are on, or All Cases for the whole firm. Each conversation shows a preview of the last message and how many messages are unread. Select + to start a new conversation.
- Inside Filevine and other case management systems. The CaseConnect extension opens the same conversation in a side panel next to the project you are working on.
If a case has more than one client, for example a family from the same accident, you can switch between each client's Private thread and an All Parties thread that includes everyone. See CaseChat Settings for Group Threads.
If you are not on a case's team, you can still read its conversation. Select Join to reply to start messaging.
Sending a message
- Type in the Message... box. Press Enter to send, or Shift + Enter for a new line.
- To attach a photo, video, PDF or Word document, select + next to the message box.
- After you send, your message shows Sent ✓, and the picture of each person who has read it appears below your latest message.
When your client's language is different from yours, messages are translated automatically both ways. To see what they actually wrote, select Show original. Each person can turn this off with Auto-translate messages on their Profile page.
How does the client get a CaseChat message?
You don't have to think about whether a client has the app. Quilia picks the way that reaches them:
- The Quilia app: a notification on their phone, and the message in their app.
- A text message: if the app can't reach them (they don't have it, or haven't opened it in two weeks), the message goes out as a text with a link back to the conversation.
- Email: for a client with no phone number on file whom the app can't reach.
If a client hasn't been invited to Quilia yet, your first CaseChat message goes out as their invitation. If a client got the message as an app notification and still hasn't read it an hour later, Quilia follows up with one text, during the day only (8 a.m. to 8 p.m.).
When your client replies by text
Clients can just reply to the text. A reply within three days of a CaseChat text lands in the same conversation, marked SMS, so your team sees it with everything else. Other texts the client sends go to ℚ, their digital case assistant.
Everyone on the conversation except the person who sent the message is notified of a client's reply. If nobody on the team answers within an hour, the case team gets an email. Each person controls that email with Unanswered Message Alerts on Settings → Notifications.
What reaches your case management system
Once a day, Quilia saves each case's CaseChat messages from the past 24 hours to your case management system as one note, titled Quilia CaseChat Logs. In Filevine it is added to the case's Quilia note thread when there is one. Your firm controls this with Log Export on Settings → Features. See CaseChat Settings for the details.
CaseChat and ℚ
CaseChat is your team talking with the client. ℚ is the digital case assistant your clients can text at any hour: it answers their questions and saves what they tell it to the case, so your team is kept in the loop. It never replaces your team reaching out.
You can read any client's conversation with ℚ from their case with Open ℚ conversation. It is read-only. See Read a Client's Conversation with ℚ.
Turning replies off for a client
Some clients are better reached in a group text. To stop a client from typing in CaseChat, select the icon next to Open CaseChat (its tooltip reads Turn off replies) and confirm. Their thread stays visible, and it shows the number to add to a group text. See Capture Group Texts in CaseChat.
Tips
- Reply the same day. Clients expect chat to be faster than email.
- Keep it short. One question or one update per message.
- Put the important parts in the file. If a client shares something that matters to the case, make sure it is in a case note too.