Frequently Asked Questions

Question 1

Can I send messages to all my clients at once?

Accepted Answer

Yes. If you update a case phase in your CMS, Quilia automatically sends the related phase message to every connected client.

Question 2

Do clients get both text and email invites?

Accepted Answer

Nope, just a text message with a magic link. That's all they need to get started.

Question 3

How does Quilia communicate with clients?

Accepted Answer

Quilia primarily uses push notifications through the mobile app to communicate with clients. We also send text messages as a fallback for clients who don't have the app installed or have notifications disabled. This ensures clients always receive important updates about their case.

Question 4

Can Quilia send automatic reminders to clients?

Accepted Answer

Yes. We send strategic reminders for things like medical appointments and even confirm if they went, so your staff doesn't have to chase them down.

Question 5

Can I assign tasks or requests to clients?

Accepted Answer

Yes. We call them "requests." You can ask for documents, info, or anything else, and they'll see it as a to-do in the app.

Question 6

How do I know when a client responds?

Accepted Answer

You'll get a notification in our Chrome extension or an email. Some CMS setups can also assign it directly to your team.

Question 7

Can I delete a message after sending it?

Accepted Answer

Yes. You can delete it from the dashboard and the client won't be able to see it anymore.

Question 8

Can I delay notifications after a phase change?

Accepted Answer

Yes. Phase messages are queued to send the following morning. That gives you time to make edits or changes without sending multiple alerts.

Question 9

Can client messages be routed to specific team members?

Accepted Answer

Yes. You can set up routing so responses go to the right person based on team roles in your CMS or dashboard.

Question 10

Can I see if a message hasn't been read yet?

Accepted Answer

Yes. Unread phase messages are clearly visible in your dashboard reporting.

Question 11

How are case updates sent to clients?

Accepted Answer

Whenever a case phase changes in your CMS, Quilia automatically sends a prewritten message to the client. No extra typing, no manual push required.

Question 12

Do clients get real-time notifications?

Accepted Answer

Yes. Updates are delivered instantly, so clients always know where their case stands without having to call your office.

Question 13

Does this reduce client phone calls?

Accepted Answer

Big time. Automated updates cut down on repetitive check-ins, freeing up your team’s time while keeping clients in the loop.

Question 14

How important are automated case updates in Quilia?

Accepted Answer

They’re solid and definitely useful—clients love staying in the loop without needing to call your office. But we don’t stop there. Case phases don’t change every day, so Quilia focuses on something even bigger: capturing client data in real time and delivering it to attorneys when it matters most. Automated updates are part of the package, not the whole story.

Question 15

How is Quilia’s messaging different from Hona or Case Status?

Accepted Answer

Hona and Case Status lean heavily on phase-change notifications. Quilia includes those too, but we treat them as just one piece of the puzzle. Our messaging is tied into client data collection and case progress, so attorneys get updates that actually move the case forward—not just alerts for the sake of alerts.

Question 16

Why not just use a platform built around notifications?

Accepted Answer

Phase notifications are helpful, but they don’t change often enough to drive real engagement on their own. Quilia goes further by combining automated updates with treatment tracking, requests, and real-time client data. That way clients stay informed and attorneys get actionable info that improves outcomes.

Question 17

What languages does the app support?

Accepted Answer

Quilia currently supports English, Spanish, Haitian Creole, Khmer, Korean, Portuguese, Thai, Tagalog, Vietnamese, Simplified Chinese, Traditional Chinese, Russian, and Armenian. We're adding more all the time—if your client needs another language, just let us know and we can usually add it within 24 hours.

Question 18

Can Quilia add more languages if we need them?

Accepted Answer

Yes. If your firm serves a community that speaks a language we don’t yet support, we can usually add it quickly. Just let us know and we’ll build the translation file.

Question 19

Can clients respond in their own language?

Accepted Answer

Yes. They can write in whatever language they prefer. You'll see their original message plus an English translation inside your CMS or dashboard.

Question 20

Does the app auto-detect language preference?

Accepted Answer

Yes. If they're using the web app, we detect their browser language and auto-translate content accordingly.

Question 21

Are all languages auto-translated?

Accepted Answer

Yes. Quilia uses a combination of AI translation and human review to create accurate translation files. That way, clients get a natural experience and your team gets clear, reliable information.

Question 22

Do attorneys have to translate messages themselves?

Accepted Answer

Nope. Quilia handles translations automatically. Clients see the app in their language, and your team sees their responses in English—no extra steps needed.

Question 23

Does language support cost extra?

Accepted Answer

No. Multilingual support is included. Serving clients in their preferred language is core to Quilia, not an add-on.

Question 24

Can I send custom forms or questions to clients?

Accepted Answer

Yes. Our "requests" feature lets you create anything from short prompts to longer question sets. Totally customizable.

Question 25

Can clients upload documents when responding?

Accepted Answer

Yes. Clients can attach photos, PDFs, or any file when responding to a request. No extra tools or steps needed.

Question 26

Will clients lose progress if they take too long filling something out?

Accepted Answer

Nope. We auto-save responses as they go so nothing gets lost—even if they close the app mid-way.

Question 27

Can clients see future case steps?

Accepted Answer

No. We only show them the current phase to avoid confusion or false expectations. It keeps things focused.

Question 28

Can clients be in more than one phase at a time?

Accepted Answer

No. A client is always in a single, clearly defined phase. That's intentional for clarity and better communication.

Question 29

Can we map Quilia phases to our CMS phases?

Accepted Answer

Yes. That's exactly how it works. Each case type in your CMS maps to a specific set of phase messages in Quilia.

Question 30

Can we include videos or explainer content in phase messages?

Accepted Answer

Yes. Each phase message can include a video link and other helpful content to guide the client through what's next.

Question 31

Can clients see multiple cases at once?

Accepted Answer

Yes. They can switch between cases right inside the app. Each one stays synced with your CMS automatically.

Question 32

Can we invite clients in bulk?

Accepted Answer

Yes. We support bulk invites through the dashboard or API. You can onboard your entire active caseload in minutes.

Question 33

Can we delay sending the app invite to a client?

Accepted Answer

Yes. You can choose when to send the invite after the case is created.

Question 34

What happens when a case closes?

Accepted Answer

Clients keep read-only access to their case so they can still reference updates, but they can't send new messages.

Question 35

Can I turn off messaging?

Accepted Answer

Yes. Messaging can be disabled globally or on a per-client basis if you prefer one-way updates only.

Question 36

Can clients upload large files like images or videos?

Accepted Answer

Yes. There's no file size limit. We accept full-resolution uploads and store them directly in your CMS under the Quilia folder.

Question 37

Where do client uploads go in our CMS?

Accepted Answer

Yes. Files are stored in the Quilia folder within your CMS, automatically sorted by type. You can also access them from our dashboard.

Question 38

Who can see the information clients submit?

Accepted Answer

Only your firm. You control access within your team. Nothing is shared with third parties and everything is encrypted.

Question 39

How does Quilia maintain attorney-client privilege?

Accepted Answer

We've spoken with multiple discovery commissioners, and they've confirmed that privilege is preserved as long as (1) the client is invited after signing the retainer, and (2) only the law firm has access to the client's info. Quilia checks both boxes—just like email or text communication, it's protected.

Question 40

Who can invite a client to Quilia?

Accepted Answer

Only the attorney or their firm can invite a client to use Quilia. This ensures attorney-client privilege starts at the right point—after a retainer is signed—and no outside party is ever involved in the onboarding process.

Question 41

Who can see the data clients enter?

Accepted Answer

Only the attorney and their authorized team. Client-submitted data is not visible to doctors, insurance companies, or any third party—keeping everything squarely within attorney-client privilege.

Question 42

Is Quilia HIPAA-compliant?

Accepted Answer

Yes. We meet all HIPAA requirements and maintain ongoing compliance monitoring. We use dual-layer encryption (database-level AES-256 + custom application-level AES-256-GCM), enforced multi-factor authentication, and enterprise-grade cloud infrastructure from SOC 2 certified providers like Supabase, Vercel, and Expo.

Question 43

What does HIPAA compliance mean in Quilia?

Accepted Answer

It means client medical and personal data is protected with enterprise-grade security including dual-layer encryption, row-level security (RLS), role-based access controls, automated daily backups, real-time monitoring, and comprehensive audit logging. We handle PHI with the same strict safeguards as hospitals and healthcare providers.

Question 44

Does HIPAA compliance cover messaging and uploads?

Accepted Answer

Yes. Every message, document, and treatment update is encrypted in transit using TLS 1.3 and at rest using AES-256 encryption. Our CaseChat real-time messaging feature includes encrypted WebSocket connections, secure cross-platform sync, and automatic translation services. All data is protected with row-level security ensuring only your authorized team can access it.

Question 45

Do we need a separate HIPAA agreement with Quilia?

Accepted Answer

We can provide a Business Associate Agreement (BAA) if your organization requires one. Our standard BAA includes all required HIPAA provisions and can be customized to meet your specific needs. Contact our compliance team to request a BAA or learn more about our HIPAA compliance program.

Question 46

What cloud providers does Quilia use for HIPAA compliance?

Accepted Answer

Quilia uses enterprise-grade, SOC 2 certified cloud providers including Supabase for database and authentication, Vercel for web portal and API functions, and Expo for mobile app infrastructure. All providers maintain comprehensive physical security controls, 24/7 monitoring, and regular security audits.

Question 47

How does Quilia's dual-layer encryption work?

Accepted Answer

Quilia implements dual-layer encryption for maximum security. First, Supabase provides AES-256 encryption for all data at rest at the database level. Second, we use custom AES-256-GCM application-level encryption for sensitive integration credentials and session data. All data in transit uses TLS 1.3 encryption.

Question 48

What is row-level security (RLS) in Quilia?

Accepted Answer

Row-level security ensures that users can only access data they are authorized to view at the database level. This means clients can only see their own case data, attorneys can only access their firm's data, and system administrators have appropriate access controls. It's implemented at the database level for maximum security.

Question 49

How does Quilia handle real-time messaging securely?

Accepted Answer

Our CaseChat feature uses encrypted WebSocket connections with authentication and authorization controls. All messages are encrypted in transit using TLS 1.3 and stored encrypted at rest. The system includes secure cross-platform synchronization, automatic translation services, and read receipt tracking while maintaining HIPAA compliance.

Question 50

What compliance monitoring does Quilia maintain?

Accepted Answer

Quilia maintains ongoing compliance monitoring through regular security assessments, policy reviews, and continuous improvement of our security measures. Our compliance program includes comprehensive audit logging, regular security updates, and monitoring to ensure we meet all HIPAA requirements for data protection, access control, and incident response procedures.

Question 51

How does Quilia protect integration credentials?

Accepted Answer

All Case Management System (CMS) integration credentials are encrypted using AES-256-GCM before storage. We use API-only integration, meaning we don't store PHI from external CMS systems - we only sync case metadata and facilitate communication. Supported systems include Clio, Filevine, MyCase, Smokeball, Neos, and SmartAdvocate.

Question 52

What backup and disaster recovery measures does Quilia have?

Accepted Answer

Quilia maintains automated daily backups through Supabase with geographically distributed storage for redundancy. We have point-in-time recovery capabilities, regular backup testing, and comprehensive disaster recovery procedures with defined recovery time objectives. All backup data is encrypted and stored securely.

Question 53

How does Quilia handle security incidents?

Accepted Answer

Quilia maintains comprehensive incident response procedures with a dedicated team including security, legal, and technical personnel. Our response includes immediate detection and assessment, containment measures, investigation and root cause analysis, notification to affected parties as required by HIPAA, remediation measures, and documentation. We also have breach notification procedures in place.

Question 54

Does Quilia integrate with our case management system?

Accepted Answer

Yes. We integrate with Filevine, 8am MyCase, 8am CasePeer, and more. Client info flows directly into your system automatically—no double entry.

Question 55

Do we have to manage a separate portal?

Accepted Answer

No. Quilia is the anti-portal. Traditional portals make your team do more work—Quilia does the opposite. Clients handle their own updates, and those updates flow into your CMS. No extra logins or systems to manage.

Question 56

How does Quilia integrate with Filevine?

Accepted Answer

Quilia connects directly to Filevine. Client-submitted messages, documents, and form responses flow into your Filevine project in real time, mapped to the the activity feed and documents sections. No double entry is ever required.

Question 57

How is Quilia different from VineConnect?

Accepted Answer

While both platforms enhance client communication, Quilia offers broader integration options, comprehensive automation, and a digital case manager that actively guides clients through their cases. VineConnect is limited to Filevine users only.

Question 58

Can Quilia work with Filevine's project templates?

Accepted Answer

Yes. Quilia integrates seamlessly with Filevine's project structure and templates. Client data automatically populates the appropriate fields and sections based on your firm's Filevine configuration.

Question 59

Does Quilia sync with Filevine's document management?

Accepted Answer

Absolutely. All documents uploaded through Quilia automatically sync to the correct Filevine project and are organized in the documents section. They're properly tagged and searchable within your Filevine system.

Question 60

Can Quilia enhance Filevine's client portal experience?

Accepted Answer

Yes. While Filevine has a basic client portal, Quilia transforms it into an active engagement platform with automated reminders, treatment tracking, pain score logging, and mobile-first notifications—all happening automatically.

Question 61

Can Quilia sync with MyCase?

Accepted Answer

Yes. Quilia integrates with 8am MyCase to automatically send messages, uploads, and responses into your MyCase cases. No duplicate entries are required.

Question 62

Does Quilia work with Clio?

Accepted Answer

Yes. Quilia connects with Clio to sync client communication, documents, and request responses into your case files. We handle the client side, so your team can stay focused.

Question 63

How does Quilia enhance Clio's client portal?

Accepted Answer

While Clio has basic client communication features, Quilia adds automated treatment tracking, pain score logging, appointment reminders, and mobile-first engagement. It transforms passive clients into active participants in their case.

Question 64

Can Quilia sync with Clio's matter management?

Accepted Answer

Yes. All client data, messages, documents, and treatment updates automatically sync to the appropriate matter in Clio. Everything is organized and accessible within your existing Clio workflow.

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