Client Communication
69 articles
Build stronger attorney-client relationships through effective communication. Learn strategies for keeping clients informed, engaged, and satisfied.
For Firms · allCMS
Connecting Zoom Scheduler
Connect your firm Zoom account so clients book calls on your Zoom Scheduler booking pages from the Quilia app.
For Firms · allCMS
How to Ask a Client for a Google Review
Send a happy client a Google review request from the Reputation page in a few clicks, pick the right clients to ask, and get credit for the reviews you bring in.
For Firms
How Clients Can Use Quilia
Learn how clients can access Quilia via the mobile app, text messages, and the web, and what to tell them if they prefer not to download the app.
For Firms
When Two Clients Share a Mobile Number
A client's mobile number is their Quilia sign-in, so it can belong to only one client. When a new client's number is already another client's, one click in the email moves it and sends their invitation.
For Firms
Building Forms to Send Clients
Build your own forms in Quilia, from intake questions to a 0 to 10 satisfaction rating, and send them to clients by hand or on a schedule with an automation.
For Firms · allCMS
NPS and Google Reviews: Best Practices
Use NPS to keep a pulse on every client through the case, follow up on anyone unhappy, then ask for a Google review at the end when they are happiest. The exact question clients get, and how to set up all three steps.
For Firms · allCMS
Automatic Appointment Reminders and Follow-Ups
Once an appointment is in Quilia, Quilia reminds the client before the visit and asks how it went afterward, so your team gets updates without chasing anyone.
For Firms · allCMS
What Happens When Clients Send Photos and Documents
Clients can take a picture of anything they get. Quilia reads it, adds the details to the case, and puts the file in your case management system, so nobody has to retype it.
For Firms
Ride Requests: Letting Clients Ask Your Firm for a Ride
Clients without a car can ask your firm for a ride to an appointment from the Quilia app. Turn it on by case type or for one client, and see what your case team receives.
For Firms · allCMS
Ask a Question
What the Ask a Question switch does, what your clients see in the Quilia app, and who at your firm gets their question.
For Firms · allCMS
Connecting a Calendly Calendar
Connect your firm calendar so clients can book appointments without leaving the Quilia app.
For Firms · allCMS
Importing Minors and Their Parents
Give each child in a case their own case in Quilia, with a parent on the case who has access and receives the invitations.
For Firms
Setting up an Organization Alert
Learn how to set up an organization-wide alert banner to notify all clients about office closures, holiday hours, or other firm-wide announcements.
For Firms · allCMS
See What Your Clients See
Learn how to use the sample client to preview the Quilia mobile app experience safely.
For Firms
Read a Client's Conversation with ℚ
Open any case to read everything a client has said to ℚ, in the app or by text, and see exactly what ℚ recorded on the case.
For Firms
Capture Group Texts in CaseChat
Add the Quilia number to a text thread with a client and every message and photo lands in the case's CaseChat, with no change to how your team texts.
For Firms
Adding and Managing Delegates on a Client's Case
Give a client's spouse, power of attorney, guardian, executor, or successor trustee their own access to the case from the Quilia Portal, choose View only or Collaborator, hold someone back until you activate them, and review delegates your clients add themselves.
For Firms · clio · filevine
Enabling Document Sharing With Clients
Enable document sharing for your case-management integration so files your team adds to the Quilia folder appear in the right client's Quilia app.
For Firms
Example Phase Messages You Can Copy
A complete set of phase messages for a personal injury case, written to follow Quilia's messaging guidance. Copy them, swap in your phone number, and edit to sound like your firm.
For Firms
What to Say in a Case Closure Phase Message
Make this one a thank-you rather than a status update, with sample copy, what to leave out, and the explainer video to embed.
For Firms
What to Say in a Demand Phase Message
What to cover in the message that fires when a case enters the demand phase, with sample copy, what to leave out, and the explainer video to embed.
For Firms
What to Say in a Litigation Phase Message
What to cover in the message that fires when a case is filed, with sample copy, what to leave out, and the explainer video to embed.
For Firms
What to Say in an Onboarding Phase Message
What to cover in the message that fires when a case opens, with sample copy, what to leave out, and the explainer video to embed.
For Firms
What to Say in a Settlement Phase Message
What to cover in the message that fires when a case enters settlement, with sample copy, what to leave out, and the explainer video to embed.
For Firms
What to Say in a Treatment Phase Message
What to cover in the message that fires when a case enters treatment, with sample copy, what to leave out, and the explainer video to embed.
For Firms
Writing Messages Clients Actually Understand
Aim for a seventh-grade reading level, swap the legal words for plain ones, and write asks your client can act on.
For Firms
Building Automations
An automation is a rule you build once and leave running. Learn how to set the audience it reaches, the trigger that fires it, the actions it performs, and the channels it arrives on.
For Firms · salesforce · litify
Add an "Invite to Quilia" button in Salesforce or Litify
Add a one-click "Invite to Quilia" button to your case or matter page layout in Salesforce or Litify. Staff click it, Quilia imports the case if needed and texts the client an invite — even with auto-invite off.
For Firms
TBI and Concussion Client Communication
Special considerations for communicating with clients who have traumatic brain injuries or concussions.
For Firms
Sending Bulk Updates to Multiple Clients
Learn how to efficiently send updates to groups of clients based on case status or type.
For Firms
Creating Effective Case Status Update Templates
Build templates for common case milestones to maintain consistent client communication.
For Clients
Sharing Treatment Updates with Your Attorney
How to keep your legal team informed about ongoing medical treatment and progress.
For Firms
Handling Client Complaints Professionally
Turn client complaints into opportunities to strengthen the relationship and improve service.
For Firms
Communicating with TBI Clients and Families
Sensitive communication strategies for traumatic brain injury cases involving clients and their caregivers.
For Firms
Communicating with Back Injury Clients
Guide clients with back injuries through treatment and documentation for maximum recovery.
For Firms
Communicating with Whiplash Clients
Specific communication strategies for clients with whiplash and soft tissue injuries.
For Firms
Weekly Check-In Message Templates
Copy-ready templates for consistent weekly client communication throughout the case lifecycle.
For Firms
Explaining the Demand Letter Process
Help clients understand what a demand letter is and what to expect after it's sent.
For Firms
Asking Clients About Witness Information
Gather witness details from clients effectively to strengthen their personal injury case.
For Clients
How to Give Someone You Trust Access to Your Case
Add a spouse, parent, power of attorney, or anyone you trust as a delegate on your case in the Quilia app, choose whether they can only view or can also help, and remove them at any time.
For Firms
Communicating with Clients About Liens
Explain medical liens and how they affect settlement in terms clients can understand.
For Firms
What to Tell Clients About Property Damage
Guide clients through the property damage claim process while focusing on their injury case.
For Firms
Handling Difficult Client Conversations
Navigate challenging communications like bad news, unrealistic expectations, and client frustration.
For Firms
Building Client Trust Through Communication
Communication strategies that build lasting trust and generate referrals.
For Clients
Should I Talk to the Other Insurance Company
Learn why you should direct all insurance communication through your attorney.
For Clients
How Long Will My Case Take
Understand the typical timeline for personal injury cases and what factors affect duration.
For Firms
Explaining Medical Bills to Clients
Help clients understand their medical bills and how they affect their settlement.
For Firms
What to Share During Negotiations
Keep clients informed and confident during the back-and-forth of settlement negotiations.
For Firms
What to Share Pre-Demand Letter
Prepare clients for the demand phase with clear communication about what comes next.
For Firms
What to Share During Active Treatment
Keep clients engaged and documenting during the critical treatment phase of their case.
For Firms
What to Share During Case Intake
Essential communications for the first 48 hours after signing a new personal injury client.
For Firms
Celebrating Case Milestones with Clients
Acknowledge progress to keep clients engaged and positive throughout their case journey.
For Firms · allCMS
Onboarding New Clients with Quilia
Follow a repeatable client onboarding workflow from case import and invitation through the client's first successful action in Quilia.
For Firms
Following Up on Unanswered Messages
Get responses from unresponsive clients without damaging the relationship.
For Firms
Communicating Delays to Clients
Handle case delays professionally while maintaining client trust and managing expectations.
For Clients
Why Does My Attorney Ask So Many Questions
Understand why your legal team needs detailed information and how it helps your case.
For Clients
How to Message Your Attorney
Send secure messages to your legal team through the Quilia app and get faster responses.
For Firms
How Often Should You Contact Clients
Find the right balance between keeping clients informed and overwhelming them with messages.
For Firms
Explaining Settlement Offers to Clients
Communicate settlement offers clearly and help clients make informed decisions about their case.
For Firms
Sending Case Status Updates to Clients
Keep clients informed about their case progress with clear, professional status updates.
For Firms
Encouraging Clients to Document Pain Levels
Help clients understand why daily pain tracking matters and how to do it effectively in the Quilia app.
For Firms
Asking Clients for Treatment Updates
Learn effective ways to request treatment updates from your personal injury clients without being intrusive.
For Firms
Using CaseChat to Message Your Clients
CaseChat is a quick, real conversation between your team and one client, right from their case. Learn where to open it, how the client gets your message, and what reaches your case management system.
For Firms
Setting Up Automated Welcome Messages
Every firm already has a Welcome message automation. Here is where to find it, what to put in it, and how to switch it on.
For Firms
Composing and Scheduling Messages to Clients
Learn how to compose personalized messages to your clients and schedule them for optimal delivery times. Master the art of proactive client communication.
For Firms · casepacer
CasePacer Integration Setup
Connect CasePacer to Quilia, bring cases in, and understand what syncs.
For Firms · allCMS
Understanding Automatic Case Import and Client Invitations
Understand how cases enter Quilia and choose whether clients are invited on import, after work begins, or at selected case phases.
For Firms · filevine
Adding and Inviting Clients from Filevine
Bring Filevine projects into Quilia and choose whether clients are invited on import, after work begins, at selected phases, or manually.
For Firms · allCMS
Ride Requests for Clients
Let clients ask your firm for a ride to an appointment from the Quilia app. Uber rides are coming soon.
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