# Quilia > Quilia is a HIPAA-compliant client management platform for personal injury and other law firms. It empowers clients to actively participate in their cases — logging treatments, uploading documents, completing tasks, and staying informed — so attorneys can focus on practicing law instead of chasing clients. Firms using Quilia report 20-30% higher settlements. Quilia integrates with your existing case management system and is available as a mobile app (iOS, Android, web) and attorney portal. Quilia is a client management platform that integrates with your existing case management system — syncing data automatically so attorneys and staff never have to double-enter information. Legal name: Record System, Inc. Founded in 2022. ## Key Differentiators - **Client Management System**: Quilia is a client management platform that integrates with your existing case management system, syncing data automatically so attorneys never double-enter information. - **Client Activation, Not Status Checking**: Unlike competitors that offer passive status bars, Quilia makes clients active participants — they log treatments, upload documents, complete tasks, and stay informed. This changes the attorney-client dynamic from "chasing clients" to "clients as teammates." - **Settlement Impact**: Personal injury firms report 20-30% higher settlements when treatment and documentation don't fall through the cracks. Complete treatment records and organized documentation directly impact case value. - **85% Client Adoption in 48 Hours**: Most clients are active on the platform within two days of onboarding — no training required. The app is designed for people who may have never used legal software before. - **25 Languages**: Full app experience available in English, Spanish, Thai, Haitian Creole, Armenian, Khmer, Korean, Portuguese, Russian, Tagalog, Vietnamese, Chinese Simplified, Chinese Traditional, Arabic, Persian, Punjabi, Mongolian, Hmong, French, German, Polish, Hindi, Italian, Japanese, and Serbian. Clients use the app in their native language. - **2-4 Hours Saved Per Day**: Staff spend dramatically less time chasing clients for updates, documents, and appointment confirmations. Most firms see time savings in the first week. - **HIPAA Compliant**: End-to-end encryption, access controls, and audit logging for protected health information (PHI). - **4.9/5 Star Rating**: Across 150+ reviews from attorneys and clients. - **Zero Customer Churn**: No firm has ever left Quilia. ## Company - [About Quilia](https://www.quilia.com/about/): Company story, mission, and founding team. Founded in 2022 by Kenny Eliason (CEO and founder, 10 years running a personal injury law firm and marketing agency). Headquartered in the United States. - [Contact](https://www.quilia.com/contact/): Get in touch with the Quilia team for sales inquiries, support, or partnership opportunities. - [Media Kit](https://www.quilia.com/media-kit/): Logos, brand assets, and press resources for media coverage. - [HIPAA Compliance](https://www.quilia.com/hipaa-compliance/): Quilia is fully HIPAA-compliant. Details on data encryption, access controls, audit logging, and security practices for handling protected health information (PHI). - [Legal Associations](https://www.quilia.com/legal-associations/): Quilia's involvement with legal industry associations and organizations. ## Products & Platforms Quilia provides three main products that work together: ### Attorney Portal (portal.quilia.com) Web-based portal for attorneys and staff. Features include: - Real-time dashboard with case and client overview - Client communication via secure messaging - Document management and organization - Task assignment and tracking for clients - Medical treatment tracking and timeline views - Integration management with case management systems - AI-powered case summaries and asset analysis - Team collaboration tools - Automated onboarding workflows - Data room for secure document sharing with third parties ### Mobile App (app.quilia.com) Client-facing app available on iOS, Android, and web. Features include: - Medical treatment logging (appointments, providers, notes) - Document and photo upload - Task completion (intake forms, questionnaires) - Secure messaging with legal team - Push notifications for case updates and reminders - Educational video content about their case type - Appointment scheduling and reminders - Available in 10+ languages (English, Spanish, Portuguese, Chinese, Vietnamese, Korean, Arabic, Russian, Haitian Creole, and more) - [Download the App](https://www.quilia.com/download-app/) ### Medical Provider Portal - [Provider Portal](https://www.quilia.com/providers/): Portal for medical providers to coordinate with law firms on treatment documentation, share records, and streamline the lien process. ### How It Works - [How It Works](https://www.quilia.com/how-it-works/): Detailed overview of the Quilia platform workflow — from client onboarding to case resolution. Covers automated intake, treatment tracking, document collection, and communication features. ## Request a Demo - [Demo Request](https://www.quilia.com/demo-request/): Schedule a personalized demo of Quilia for your firm. See how Quilia integrates with your existing case management system and improves client engagement. ## Integrations Quilia integrates with major case management systems so data syncs automatically between the client app and your firm's CMS. No double data entry required. ### Native Integrations Direct, built-in integrations with real-time data sync: - [Clio](https://www.quilia.com/integrations/clio/): Two-way sync with Clio Manage. Contacts, matters, documents, and communications sync automatically. - [Filevine](https://www.quilia.com/integrations/filevine/): Native integration with Filevine. Projects, contacts, documents, and form data sync in real time. - [CasePeer](https://www.quilia.com/integrations/casepeer/): Native integration with CasePeer (8am). Case data, contacts, and documents sync automatically. - [MyCase](https://www.quilia.com/integrations/mycase/): Native integration with MyCase (8am). Cases, contacts, documents, and activity sync in real time. - [SmartAdvocate](https://www.quilia.com/integrations/smartadvocate/): Native integration with SmartAdvocate. Cases, contacts, and documents sync automatically. - [Neos](https://www.quilia.com/integrations/neos/): Native integration with Neos (Assembly Software). Cases, contacts, and documents sync automatically. - [Litify](https://www.quilia.com/integrations/litify/): Native integration with Litify (built on Salesforce). Matters, contacts, and documents sync automatically. - [Smokeball](https://www.quilia.com/integrations/smokeball/): Native integration with Smokeball. Matters, contacts, and documents sync automatically. - [Salesforce](https://www.quilia.com/integrations/salesforce/): Native integration with Salesforce for firms using it as their CMS. ### Additional Integrations - [PracticePanther](https://www.quilia.com/integrations/practicepanther/): Integration available via Zapier. - [Dropbox](https://www.quilia.com/integrations/dropbox/): Integration with Dropbox for document storage and management. - [Zapier](https://www.quilia.com/integrations/zapier/): Connect Quilia to 5,000+ apps via Zapier, including Jove, Actionstep, DocketWise, Clarra, Dibcase, AdvoLogix, PrimaLaw, RunSensible, and Lexzur. - [All Integrations](https://www.quilia.com/integrations/): Full overview of all supported integrations. ## Case Types Quilia supports a wide range of practice areas. Each case type has tailored workflows, intake forms, and educational content for clients. - [All Case Types](https://www.quilia.com/case-types/): Overview of all 18 supported case types. - [Motor Vehicle Collision](https://www.quilia.com/case-types/motor-vehicle-collision/): Auto accidents, truck accidents, motorcycle accidents, rideshare accidents. - [Workers Compensation](https://www.quilia.com/case-types/workers-compensation/): Workplace injury claims and benefits. - [Medical Malpractice](https://www.quilia.com/case-types/medical-malpractice/): Negligent medical care, surgical errors, misdiagnosis. - [Premises Liability](https://www.quilia.com/case-types/premises-liability/): Slip and fall, unsafe property conditions. - [Product Liability](https://www.quilia.com/case-types/product-liability/): Defective products, manufacturer negligence. - [Wrongful Death](https://www.quilia.com/case-types/wrongful-death/): Fatal injury claims on behalf of surviving family. - [Family Law](https://www.quilia.com/case-types/family-law/): Divorce, custody, support, and other family matters. - [Criminal Defense](https://www.quilia.com/case-types/criminal-defense/): Criminal case management and client communication. - [Employment and Labor Violation](https://www.quilia.com/case-types/employment-and-labor-violation/): Workplace discrimination, wrongful termination, wage disputes. - [Immigration](https://www.quilia.com/case-types/immigration/): Immigration case management with multilingual support. - [Social Security Disability](https://www.quilia.com/case-types/social-security-disability/): SSD/SSI claims and appeals. - [Trusts and Estates](https://www.quilia.com/case-types/trusts-and-estates/): Estate planning, probate, and trust administration. - [Veterans Disability](https://www.quilia.com/case-types/veterans-disability/): VA disability claims and appeals. - [Bankruptcy](https://www.quilia.com/case-types/bankruptcy/): Chapter 7 and Chapter 13 bankruptcy cases. - [Animal Attack](https://www.quilia.com/case-types/animal-attack/): Dog bites and animal-related injury claims. - [First-Party Property Damage](https://www.quilia.com/case-types/first-party-property-damage/): Insurance claims for property damage. - [WC Third-Party](https://www.quilia.com/case-types/wc-third-party/): Workers compensation third-party liability claims. - [General Case](https://www.quilia.com/case-types/general-case/): Flexible case type for any practice area not listed above. ## Comparisons Quilia is a client management platform that integrates with your existing case management system. These pages explain how Quilia differs from and complements other legal technology platforms. ### Direct Competitors Platforms that compete directly with Quilia in the client communication and engagement space: - [Quilia vs Hona](https://www.quilia.com/compare/quilia-vs-hona/): Hona (formerly Case Status) is Quilia's most direct competitor. Both provide client-facing apps for law firms. Key differences: Quilia offers deeper medical treatment tracking, 10+ language support, automated task management, and native CMS integrations. Quilia focuses on making clients active participants in their cases rather than passive status checkers. - [Quilia vs Case Status](https://www.quilia.com/compare/quilia-vs-case-status/): Case Status has rebranded to Hona. See the Quilia vs Hona comparison for current details. ### Quilia vs Case Management Systems Quilia complements these CMS platforms — it does not replace them. These pages explain how the two work together: - [Quilia vs Clio](https://www.quilia.com/compare/quilia-vs-clio/): Clio keeps your office organized. Quilia turns your clients into teammates. They integrate natively. - [Quilia vs Filevine](https://www.quilia.com/compare/quilia-vs-filevine/): Filevine manages your cases. Quilia engages your clients. Native two-way sync. - [Quilia vs MyCase](https://www.quilia.com/compare/quilia-vs-mycase/): MyCase handles practice management. Quilia handles client engagement. Native integration available. - [Quilia vs SmartAdvocate](https://www.quilia.com/compare/quilia-vs-smartadvocate/): SmartAdvocate is a powerful PI case management tool. Quilia adds the client-facing layer on top. - [Quilia vs Neos](https://www.quilia.com/compare/quilia-vs-neos/): Neos manages your firm. Quilia manages your client experience. Native integration available. - [Quilia vs Smokeball](https://www.quilia.com/compare/quilia-vs-smokeball/): Smokeball automates your practice. Quilia automates your client communication. - [Quilia vs Litify](https://www.quilia.com/compare/quilia-vs-litify/): Litify is built on Salesforce for enterprise firms. Quilia adds client engagement on top. - [Quilia vs CasePeer](https://www.quilia.com/compare/quilia-vs-casepeer/): CasePeer is built for PI firms. Quilia adds the client experience layer. - [Quilia vs PracticePanther](https://www.quilia.com/compare/quilia-vs-practicepanther/): PracticePanther is a general practice management tool. Quilia adds dedicated client engagement. - [Quilia vs Salesforce](https://www.quilia.com/compare/quilia-vs-salesforce/): Salesforce is a CRM platform some firms use. Quilia is purpose-built for legal client engagement. - [Quilia vs Jove](https://www.quilia.com/compare/quilia-vs-growpath/): Jove (formerly GrowPath) manages PI case intake and management. Quilia adds the client communication layer. - [Quilia vs Actionstep](https://www.quilia.com/compare/quilia-vs-actionstep/): Actionstep is a practice management platform. Quilia adds client-facing features. - [Quilia vs DocketWise](https://www.quilia.com/compare/quilia-vs-docketwise/): DocketWise specializes in immigration case management. Quilia adds multilingual client engagement. - [Quilia vs Clarra](https://www.quilia.com/compare/quilia-vs-clarra/): Comparison with Clarra's legal technology platform. - [Quilia vs Dibcase](https://www.quilia.com/compare/quilia-vs-dibcase/): Comparison with Dibcase legal software. - [Quilia vs Finch](https://www.quilia.com/compare/quilia-vs-finch/): Comparison with Finch legal technology. - [Quilia vs VineConnect](https://www.quilia.com/compare/quilia-vs-vineconnect/): Comparison with VineConnect (Filevine's client portal). ## Partners Quilia works with complementary legal technology providers to enhance the attorney and client experience: - [Quilia + EvenUp](https://www.quilia.com/compare/quilia-and-evenup/): EvenUp provides AI-powered demand letter generation. Combined with Quilia's treatment tracking and documentation, firms get comprehensive case data flowing into higher-quality demands. - [Quilia + Eve Legal](https://www.quilia.com/compare/quilia-and-eve-legal/): Eve Legal provides AI-powered legal analytics. Together with Quilia, firms get better case insights. - [Quilia + Supio](https://www.quilia.com/compare/quilia-and-supio/): Supio provides AI-powered medical record summaries. Quilia's treatment tracking feeds into Supio's analysis for faster, more accurate summaries. - [Partner Program](https://www.quilia.com/partners/): Information about joining the Quilia partner program for legal technology vendors, consultants, and service providers. ## Content ### Blog - [Blog](https://www.quilia.com/articles/): Articles on client management, legal technology, practice growth, personal injury trends, and industry insights. Regularly updated with new content. ### Changelog - [Changelog](https://www.quilia.com/changelog/): Detailed product updates, new features, bug fixes, and release notes across all Quilia platforms (attorney portal, mobile app, Chrome extension, provider portal, backend, and integrations). ### Testimonials - [Testimonials](https://www.quilia.com/testimonials/): What attorneys and law firms say about using Quilia. Real feedback on client engagement, settlement outcomes, and practice efficiency improvements. ### Video & Audio - [Videos](https://www.quilia.com/videos/): Video content including product demos, feature walkthroughs, tutorials, and webinars. - [Podcast](https://www.quilia.com/podcast/): Quilia podcast covering legal technology, practice management, and client engagement topics. ## Support - [Support Hub](https://www.quilia.com/support/): Knowledge base with help articles organized for both attorneys/staff and clients. Covers setup, daily usage, integrations, troubleshooting, and best practices. - [Onboarding](https://www.quilia.com/onboarding/): Step-by-step getting started guide for new Quilia firms, including setup, CMS integration, team training, and client rollout. ## Help Articles for Law Firms ### Add a Filevine Project ID to Your Case in Quilia https://www.quilia.com/support/firms/adding-filevine-project-id/ Linking your Quilia case to a Filevine project enables automatic synchronization between the two systems. This guide walks you through finding your Filevine project ID and adding it to an existing case in Quilia. #### What You'll Need - Access to both Quilia Portal and Filevine - An existing case in Quilia that you want to link - The corresponding project in Filevine #### Step 1: Open the Case in Quilia Navigate to the case you want to link in the Quilia Portal. On the case view, you'll see a **Filevine** section in the left sidebar showing the current project ID status. Click the **pencil icon** next to "Project ID" to open the edit dialog. #### Step 2: Open the Edit Project ID Dialog The Edit Project ID dialog will appear with a warning about synchronization. This is normal - the warning reminds you that changing the project ID will affect how data syncs between Quilia and Filevine. #### Step 3: Find Your Filevine Project ID Open the case in Filevine and look at the URL in your browser's address bar. The project ID is the number that appears after \`/project/\` in the URL. **Example URL:** \`sandbox.filevineapp.com/#/project/992225747/activity\` In this example, the project ID is **992225747**. **Pro tip:** You can paste the entire Filevine URL into the Project ID field, and Quilia will automatically extract the ID for you. #### Step 4: Enter the Project ID and Save Back in Quilia, enter the project ID (or paste the full Filevine URL) into the Project ID field. 1. Enter the project ID or paste the Filevine URL 2. Check the confirmation box acknowledging the synchronization warning 3. Click **Save** The case is now linked to your Filevine project. Any future syncs will use this connection to keep both systems updated. #### Troubleshooting ##### "This CMS Case ID is already linked to another case" This error means the project ID you entered is already connected to a different case in Quilia. Each Filevine project can only be linked to one Quilia case. Verify you're using the correct project ID. ##### Changes not syncing after linking After linking a project ID, the next automatic sync will pick up the connection. You can also use the **Sync** button in the Filevine section to manually trigger a sync. #### Related Articles - Getting Started with Filevine Integration - Understanding Filevine Sync Settings - Troubleshooting Filevine Connection Issues ### Add an "Invite to Quilia" button in Salesforce or Litify https://www.quilia.com/support/firms/invite-to-quilia-button-salesforce-litify/ You can add an "Invite to Quilia" button on every case page in Salesforce or Litify. When a staff member clicks it, Quilia imports the case (if it isn't already) and texts the client an invite to download the Quilia app — even if your auto-invite setting is off. #### How it works Quilia generates a custom URL that's unique to your firm. You add it to your case object's page layout as a Detail Page Button. Salesforce or Litify substitutes the live record ID into the URL at click time, so the button always points at the case the staff member is viewing. When clicked, Quilia will: - Import the case from your CMS if it hasn't already been imported - Send the client an invite SMS to download the Quilia app - Show a live progress page so the staff member sees confirmation This works on top of your existing auto-invite setting — clicking the button always sends the invite, even if auto-invite is turned off for the firm. #### Before you start - Your Salesforce or Litify integration must already be connected to Quilia. - You'll need permission to edit Object Manager and page layouts in Salesforce Setup. - Have your custom button URL ready. Find it on your integration settings page in the Quilia portal under "Custom button URL". #### Add the button in Salesforce 1. In Salesforce Setup, open the Object Manager and select your case object. 2. Go to Buttons, Links, and Actions → New Button or Link. 3. Choose Display Type "Detail Page Button", Behavior "Display in new window" (or current), Content Source "URL". 4. Paste your custom button URL. Salesforce will substitute the \{!Object.Id\} merge field with the live record ID at click time. 5. Add the new button to the page layout. Staff will see "Invite to Quilia" on every record. The case object is whichever SObject you use for matters — most commonly your custom Case\_\_c, Matter\_\_c, or another object configured in your Quilia integration. If you're unsure, check the case object name on your integration settings page in Quilia. #### Add the button in Litify Litify runs on Salesforce, so the steps are nearly identical — the only difference is the object you target. 1. In Salesforce Setup, open Object Manager → Litify Matter (or your configured matter object, e.g. nu\_law\_\_Matter\_\_c or litify\_pm\_\_Matter\_\_c). 2. Go to Buttons, Links, and Actions → New Button or Link. 3. Choose Display Type "Detail Page Button" with Content Source "URL". 4. Paste your custom button URL. The \{!Object.Id\} merge field is substituted at click time. 5. Add the button to the matter page layout. Staff will see "Invite to Quilia" on every matter. #### About the merge field Your custom button URL ends with a token like \{!nu\_law\_\_Matter\_\_c.Id\} or \{!Object.Id\}. Leave that token as a literal string — do not replace it. Salesforce substitutes it automatically with the record ID of whichever case the staff member is viewing when they click the button. The exact merge token in your URL depends on the case object you configured in Quilia. Copy the URL from your integration settings page rather than typing it by hand. #### What staff and clients see After a staff member clicks the button, they're taken to a Quilia confirmation page that shows live progress: case imported, client matched, invite sent. The client receives an SMS with a one-tap link to download the Quilia app and join their case. If the case was already imported and the client was already invited, clicking the button re-sends a fresh invite. This is useful when a client says they lost the original text or never received it. #### Troubleshooting Button is missing on the page - Make sure you added the new button to the page layout (Edit Page Layout → drag the button onto the layout). Creating the button alone does not put it on the page. - Confirm the layout you edited is the one assigned to the staff member's profile and record type. Click leads to an error page - Verify your Quilia integration is still connected. An expired OAuth token will block imports. - Confirm the URL still includes the merge field token (it should look like \{!Object.Id\} as a literal string in the button definition, not a real ID). - If you recently changed the case object configured in Quilia, re-copy the URL from your integration settings — the merge token may have changed. Client did not receive the SMS - Check that the case has a valid mobile phone number on the primary client contact. - Confirm the client hasn't opted out of SMS from your firm previously. - Click the button a second time — it will re-send the invite without re-importing the case. ### Adding a Team Member to a Case https://www.quilia.com/support/firms/adding-a-team-member-to-a-case/ Quilia sends case notifications to the people who are on the case. If a colleague is not on a case, they will not receive the client activity summary or session notifications for it, whatever their personal notification settings say. Use these steps when someone needs to follow a specific matter. To put someone on your whole caseload instead, see [Adding a Team Member to Every Imported Case](/support/firms/adding-a-team-member-to-every-case/). #### Add someone to a case 1. Open the case. 2. In the **Case Details** panel, click **Edit**. 3. In the **Edit case details** dialog, click **Add case member...** 4. Search for your colleague by name and select them. 5. Save. Only people who are already members of your firm in Quilia appear in this list. If someone is missing, invite them first under **Settings > Team**, then come back to the case. #### Remove someone from a case Open the same **Edit case details** dialog and remove them from the case members list. They stop receiving notifications for that case straight away. #### What they will receive Once someone is on a case they receive the same case emails as any other case member, subject to their own preferences under **Settings > Notifications**. That includes the client activity summary and client session notifications. #### If they are still not getting email Check three things, in this order: - Their account is **active** under **Settings > Team**. Deactivated members are excluded from all case email. - They have not muted notifications for that particular case. - Their notification preferences under **Settings > Notifications** have not been switched off. #### Adding the same person to many cases Adding people case by case is fine for a handful of matters. If you find yourself repeating it, that is a sign the person should be on everything instead. See [Adding a Team Member to Every Imported Case](/support/firms/adding-a-team-member-to-every-case/), which is set once and applies to future cases automatically. ### Adding an Appointment for a Client https://www.quilia.com/support/firms/adding-an-appointment-for-a-client/ 💡 **Important** Appointments added in Quilia are instantly visible to the client in their app. This helps keep everyone on the same page and reduces missed appointments. ##### **Step 1: Log in to Quilia** Make sure you are logged into your Quilia account with the correct firm credentials. ##### **Step 2: Open the Client Profile** Navigate to the client’s profile for whom you want to schedule the appointment. ##### **Step 3: Go to the Appointments Tab** Click on the **Appointments** tab inside the client’s profile. ##### **Step 4: Add Appointment Details** Select **Add Appointment**, then: - Choose the appointment **date** and **time** - Select the **provider** from the list ##### **Step 5: Create the Appointment** Click **Create** to save the appointment. ##### **Step 6: Confirm Appointment** Go to the **Treatment > Appointments** tab to confirm that the appointment is listed. The client will automatically receive the appointment on their side of the app — no extra steps needed. ##### 🎥 Video Tutorial Prefer to watch the process? Here’s a full walkthrough: ✅ **Tip:** Enter appointments as soon as they are scheduled with the provider. This keeps clients informed and reduces the chance of missed or rescheduled visits. ### Adding and Inviting Clients from Filevine https://www.quilia.com/support/firms/adding-your-first-client-filevine/ Filevine and Quilia handle two separate steps: bringing the project into Quilia and inviting the client to use the app. Configure both before testing your first project. #### Check the Filevine connection 1. In Quilia, open **Settings → Integrations**. 2. Confirm Filevine shows **Connected**. 3. Select **Manage** and map each Filevine project type to a Quilia case type. An unmapped Filevine project type prevents that project from importing. #### Choose when clients are invited Open **Manage → Client Access** and choose the primary invitation trigger: - **Invite on import:** Send the first invitation as soon as the project enters Quilia. - **Invite on work activity:** Wait until Quilia detects active work on the case. - **Invite at selected phases:** Send an invitation when the Filevine project reaches one of the phases you choose. If the client was invited but never activated, a later selected phase may send another reminder. Importing a project does not automatically invite its client unless your Client Access settings or the import itself say to do so. #### Import an existing Filevine project 1. Select **Import Existing Case** at the top of Quilia. 2. Paste the Filevine project URL or enter its project ID. 3. Review the client, case type, and staff assignments. 4. Choose whether to invite the client now, then complete the import. #### Invite from Filevine Firms that want a manual Filevine-side action can add an **Invite to Quilia** button to the Filevine project layout. See [Add the Invite to Quilia Button to Filevine](/support/firms/adding-the-invite-to-quilia-button-to-filevine/). Use that button for an existing project when you are ready to invite the client manually. The client must have a valid mobile number. #### Troubleshooting - **The project cannot be found:** Confirm the project URL or ID and make sure Filevine still shows Connected. - **The project will not import:** Map its Filevine project type under **Manage → Case Types**. - **The client was not invited:** Review **Manage → Client Access**, or send the invitation manually from Quilia or the Filevine button. - **The client was already invited:** Reaching a later selected phase may send another reminder only when the client has not activated. ### Adding and Managing Delegates on a Client's Case https://www.quilia.com/support/firms/managing-case-delegates/ A delegate is someone other than your client who has their own access to your client's case in the Quilia app: a spouse, a parent of a minor, a guardian, a power of attorney, an executor, or a successor trustee. Each delegate signs in with their own phone number, and anything they add to the case is attributed to them, so you always know who did what. Delegates are per case. Adding someone to one case does not give them access to the client's other cases. #### Add a delegate 1. Open the client's case. 2. In the client panel, below the client invitation button, click **Add Delegate**. 3. In the **Add a delegate** dialog, fill in: - **Name**: the delegate's full name. - **Phone**: their mobile number. This is how they sign in. - **Relationship**: start typing for suggestions (Power of Attorney, Guardian, Parent, Spouse, Successor Trustee, Executor, and more), or enter your own. This label appears next to their name everywhere they act on the case. - **Access**: **Collaborator** or **View only** (see below). 4. Optionally check **Send invitation text now** to text them a link to download the app and sign in. It is off by default, so you can add someone before you are ready for them to have access. 5. Click **Add delegate**. The delegate appears in the **Delegates** list in the client panel. #### Collaborator or View only **Collaborator** can post in chat, complete requests, sign documents, and act on behalf of the client. Use this for someone with authority to act, such as a power of attorney or the parent of a minor client. **View only** can see the case but cannot post, sign, or approve anything. Use this for someone who should stay informed without acting. The relationship is only a label. It never changes the access level, so choose Collaborator or View only yourself. #### Holding someone back until activation Some delegates should not have access yet. A successor trustee or executor, for example, may only need access after a death certificate or an incapacity ruling. Turn on **Start dormant** in the dialog to add them without access yet. A dormant delegate is on file but cannot act, and no invitation text is sent. Dormant delegates are listed separately under **Pending activation**. When the time comes, click the activate (check mark) icon next to their name. The **Activate** dialog lets you check **Make them a collaborator** if they should be able to act, not just view. Activating sends them the invitation text. #### Edit or remove a delegate Next to each delegate, click the pencil icon to open **Edit delegate**, where you can change their relationship label or access and click **Save changes**. From the same dialog you can click **Send invitation text** to send (or resend) their invite. Their name and phone number belong to their own account and cannot be edited here. To remove someone, click the trash icon and confirm. They lose access to the case immediately. Their user account stays, so messages and documents they already added remain attributed to them. #### Delegates your clients add themselves Clients can also add and remove delegates on their own case from the Quilia app, under **App Settings > Delegates**. A client chooses View only or Collaborator for each person, and the delegate receives an invitation text. Every delegate added or removed, by your team or by the client, is recorded in the case's activity log. Delegates a client adds show up in the same **Delegates** list, and you can edit or remove them like any other. Only the client on the case can manage delegates from the app; delegates cannot add other delegates. Point clients to [How to Give Someone You Trust Access to Your Case](/support/clients/adding-family-members-case/) for the step-by-step on their side. #### Troubleshooting **"That phone number belongs to the primary client."** A delegate has to be a different person from the client. Check the number. **"That phone number already belongs to …"** Adding someone who already has a Quilia account works: Quilia attaches their existing account to the case. This error means the name you entered doesn't match the name on the account with that number. First and last name must match (a middle name or initial is fine), so enter the name shown in the error if it is the same person, for example **Robert Ross** rather than **Bob Ross**. If it isn't the same person, confirm the number with the client. **"That person works at this firm."** Members of your team cannot be added as delegates. Add them to the case as a team member instead; see [Adding a Team Member to a Case](/support/firms/adding-a-team-member-to-a-case/). **The delegate never got a text.** The invitation only goes out if you checked **Send invitation text now**, or later from **Edit delegate** or **Activate**. Dormant delegates are never texted until activated. The delegate can also download the Quilia app and sign in with their phone number directly. ### Adding the “Invite to Quilia” Button to Filevine https://www.quilia.com/support/firms/adding-the-invite-to-quilia-button-to-filevine/ #### Step 1: Open the Customs Editor Go to **Advanced** (top left hamburger menu) > **Customs Editor**. Select your **Case Type**, then open the relevant section—usually **Intake Info** or wherever you'd like the button to appear. Customs Editor, then select your Project Type and the section you'd like to edit." shadow rounded /> #### Step 2: Add a Custom Field/Widget Click the **green ➕** next to **Custom Fields/Widgets** to add a new widget. #### Step 3: Configure the Widget Properties Fill in the widget details with the following settings: - **Create Custom:** Widget - **Widget Type:** Action Button - **Action Button Type:** Link Button - **Widget Prompt:** Invite to Quilia - **Widget Selector:** inviteToQuilia - **Icon:** Mobile Phone (optional) - **Button Title:** Invite to Quilia (or check “Same as Widget Name”) - **Button URL:** ```markdown https://portal.quilia.com/api/integrations/filevine/invite-client/{{orgid}}/{{projectid}} ``` - **Open in New Tab?** ✔️ Checked **Advanced Properties:** - **Row:** 1 - **Order in Row:** 1 - **Visibility:** Show, Always #### Step 4: Create the Button Click **Create**, then preview the **Intake Tab** to make sure the button is displaying in the correct location. ### Adding Your First Client https://www.quilia.com/support/firms/adding-your-first-client/ 💡 **Important** If your firm uses a case management system, we strongly recommend setting up your integration before adding clients. This ensures client data stays synced across all systems. Adding clients manually in Quilia will **not** sync back to your case management software. If no integration is available, you can still add clients manually using the steps below. #### Step 1: Set Up Integration (Recommended) If your firm uses a case management system, connect it first to avoid duplicate entries and keep client data consistent. 👉 Need help with setup? Schedule a session here: [Contact Support](/support/schedule/). #### Step 2: Log in to Quilia Make sure you are logged into your Quilia account with the correct firm credentials. #### Step 3: Add a New Client - Click the **top right corner** of the screen. - Select **Add New Client**. - Enter the **client’s name**. - Input a **phone number** that can receive text messages. - Choose the correct **case type**. #### Step 4: Select Preferred Language Pick the client’s **preferred language** from the options available. Click **Add Client**. ⚠️ Note: Adding a client does not automatically send them a text invite. #### Step 5: Send a Download Invite (Optional) If you’d like the client to receive a text message with a download link: - Click **Send Download Invite**. - Confirm by clicking the **purple button**. #### Step 6: Default Text Message When an invite is sent, clients will receive this message: `Hi [name]! Download our app, Quilia, for a smoother experience! Get it here 📲 https://www.quilia.com/download-app/` #### Video Tutorial 🎥 Prefer to watch the process? Here’s a full walkthrough: ✅ **Tip:** Whenever possible, add your client to Quilia during the **intake call or meeting**. Getting them on the app early makes onboarding smoother, reduces admin work, and ensures more complete case information from day one. ### Adding Your Preferred Provider List https://www.quilia.com/support/firms/adding-your-preferred-provider-list/ The **Provider List** inside Quilia acts as your firm’s built-in rolodex of trusted medical providers. Adding your own providers ensures that clients see accurate, reliable options when searching for care. This reduces reliance on outside sources like Google, which may be incomplete or inaccurate, and keeps your cases moving forward with the right documentation. #### Step 1: Navigate to Providers From the left sidebar, click **Providers**. This will open your firm’s provider directory. #### Step 2: Add a Provider Click **Add Provider** in the top right corner. #### Step 3: Fill Out Provider Details Enter the provider’s information, including: - **Provider Name** - **Provider Type** (business or individual) - **Address** (street, city, state, and ZIP code) - **Phone Number** Once completed, click **Save** #### Why This Matters By creating a preferred provider list, your firm gives clients a trusted starting point when seeking medical care. This not only makes the process easier for them but also ensures you receive accurate treatment records tied directly to the case. If a provider isn’t listed, clients can still add them in the app — but starting with your curated list keeps everything organized and reliable from day one. Looking for providers to add? The [Quilia Provider Directory](https://directory.quilia.com/directory) lists personal injury providers by state and specialty, such as [chiropractors in Nevada](https://directory.quilia.com/directory/state/NV/chiropractors) and [imaging centers in Arizona](https://directory.quilia.com/directory/state/AZ/imaging). ### Adding Your Team Members https://www.quilia.com/support/firms/adding-team-members/ Your firm's portal users are managed on **Settings → Team**. Everyone at your firm can open the Team page, but only admins can add, edit or deactivate users. #### Add a user 1. Go to **Settings → Team**. 2. Select **Add user**. 3. Enter their **Full name** and **Email**, choose their **Role** and **Location**. 4. Select **Add user**. Quilia emails them that they have been added to your firm, so they can set up their account and sign in to the portal. If the email gets lost, open the **...** menu on their row and select **Resend Invite**. To add many people at once, select **Import** on the Team page and upload a CSV or Excel file of your team. ##### Roles - **Admin:** everything in the portal, including the admin-only settings pages (**Features**, **Integrations**, **Case Types** and **Billing**) and adding, editing and deactivating users. - **Attorney** and **Legal Staff:** work with your cases and clients, but cannot open the admin-only settings pages or manage users. #### Edit a user Select the pencil icon on a user's row to open **Edit user**. The form has these sections: - **Profile:** photo, name and email. - **Contact:** phone, timezone, city and state. - **Professional:** job title and an **About** introduction for clients. - **Social Profiles:** LinkedIn, X, Facebook and Instagram. - **Access:** their **Role** and **Location**, plus **Add to every case**. **Add to every case** puts the user on every case your firm creates, and on your existing open cases when you save. When it is on, **Show them to the client** decides whether clients see them as part of their case team, or whether they are only added for notifications. See [Adding a Team Member to Every Case](/support/firms/adding-a-team-member-to-every-case). #### What the icons on a row mean The logos next to a name are the integrations that person is linked to. Quilia links each team member to their own user account in every integration your firm connects, such as your case management system and CreoRx. That link is how Quilia knows who is who: when your case management system says a staff member is on a case, Quilia puts the matching team member on it, and tasks and notifications reach the right person. - **An integration's logo**: they are linked to their account in that integration. Hover over it to see which one. A faded logo means they were invited but have not signed up there yet. - **No logo**: they are not linked to any integration yet. - **Inactive**: they were deactivated and can no longer sign in. Someone you add from a case team in your case management system is linked from the start. Quilia also checks every night for team members who are not linked and matches them by email address. A **Not in** label, such as **Not in Clio**, means no user there has their email address, so check that it matches in both places. To link someone right away, select the **Sync from** button on the Team page. It never adds new users to Quilia. The **Every Case** column shows **Every case** when they are added to every new case, or **Every case, visible** when clients also see them on their case team. #### Deactivating a user When someone leaves your firm, open the **...** menu on their row and select **Deactivate**, then confirm. They can no longer sign in to the portal. Select **Reactivate** from the same menu to give them access again. Deactivating is the normal way to remove someone. A user who is inactive and has no recorded activity can also be deleted with **Delete permanently**. ### API Keys and Webhooks https://www.quilia.com/support/firms/api-keys-and-webhooks/ Firm administrators can create API keys to connect custom dashboards, AI assistants, and firm-facing tools directly to Quilia. You can also set up webhooks to receive real-time updates when events happen in your firm. #### Managing API Keys Open **Settings → Integrations** and select **API**. Only firm administrators can access this page and manage keys. ##### Create an API key 1. Select **Create Key**. 2. Give the key a clear **Name** (for example, "Custom Reporting Dashboard" or "Firm Portal"). 3. Select **Create**. 4. **Copy** the key immediately and store it securely. You will not be able to see the full key again. *(Note: Never share API keys in chat or email, and never include them in screenshots.)* ##### Revoke an API key If a key is compromised or no longer needed, select **Revoke** next to it in the keys table. Any system using that key will lose access immediately. #### Webhooks Webhooks send real-time data to your firm's servers when specific events occur in Quilia. To configure a new webhook: 1. Choose the **Event** you want to listen for. 2. Enter your server's **Endpoint URL**. 3. Set the number of **Retry Attempts** in case your server is temporarily unreachable. 4. Provide a **Shared Secret**. Quilia uses this to sign the payloads it sends so your server can verify the request is genuine. ##### Verifying webhook signatures When Quilia sends a webhook event, it includes a signature header so you can verify the request is genuine. To verify the event: 1. Extract the raw request body. 2. Compute an HMAC SHA-256 digest of the raw request body using your Shared Secret. 3. Compare your computed digest to the signature provided in the header. If they match, the request came from Quilia and has not been altered. #### Custom API Integrations For full API documentation, visit the [public API reference](https://api.quilia.dev/v2). If you are setting up an AI assistant (like Claude Desktop or Cursor), you do not need to create API keys manually. Follow the [Connect your AI assistant](/support/firms/connect-ai-assistant/) guide to use the one-click sign-in flow. ### Ask a Question https://www.quilia.com/support/firms/ask-a-question/ **Ask a Question** gives your clients a simple way to send your firm a single question from the Quilia app. The question reaches your team by email. It is a one-way message, not a live chat, so it works even for clients who don't have replies turned on in CaseChat. #### Turning it on or off 1. Go to **Settings → Features**. 2. Turn **Ask a Question** on or off. 3. Select **Save** at the bottom of the page. Ask a Question is on unless your firm turns it off. Only admins can change it. #### What your client sees when it is on Your firm's page in the Quilia app shows an **Ask a Question** button. When the client taps it, they see a screen titled **Ask a Question** that says: "Have a question for your legal team? Type it below and we'll make sure it gets to the right person." They type in the **Your question** box and tap **Submit Question**. They then see **Question Sent** and "Thanks! Your question has been sent to your legal team." **Ask a question** is also one of the options ℚ shows when it tells a client that their firm is the right one to answer something, alongside options like messaging the team, calling or emailing the firm. #### Who gets the question Each question is sent by email with the subject **New question from [client name]**. Quilia sends it to: 1. The team members on the client's case. 2. If there is no one else on the case to send it to, your firm's contact email. 3. If your firm has no contact email, every admin and attorney at your firm. The question is not added to CaseChat. To answer it, reach out to the client the way you normally would, for example in CaseChat if replies are on for that client. See [Using CaseChat for Real-Time Client Conversations](/support/firms/casechat-real-time-conversations). #### What your client sees when it is off The **Ask a Question** button is removed from your firm's page in the app, and ℚ no longer offers it as an option. Clients can still reach you any other way your firm offers, such as CaseChat, a text, a call or an email. ### Asking Clients About Witness Information https://www.quilia.com/support/firms/asking-about-witness-information/ Witnesses can make or break a case. Early, thorough collection of witness information is critical. #### Initial Request > Were there any witnesses to your accident? This includes: people who saw it happen, people who stopped to help, anyone you spoke to afterward. Even if you don't have contact info, any details help - descriptions, what they said, business names if employees. #### What to Collect ##### For Each Witness - Full name - Phone number - Email address - Relationship to you (stranger, coworker, friend) - What they saw or heard - Where they were positioned #### Follow-Up Questions > You mentioned someone stopped to help at the scene. Can you describe them? Do you remember anything they said? Did they give you a business card or write anything down? Did police get their information? #### Reluctant Witnesses > I understand the bystander seemed hesitant to get involved. Sometimes people are more willing to provide a written statement than testify. Would you be comfortable reaching out to them, or would you prefer I do it? #### Social Media Witnesses > Sometimes witnesses post about accidents they saw on social media. If you're comfortable, search local Facebook groups or Nextdoor for posts about your accident. Screenshot anything you find and send it to me. #### Time Sensitivity Witness memories fade quickly. Request this information within the first week of signing a client. ### Asking Clients for Treatment Updates https://www.quilia.com/support/firms/asking-clients-treatment-updates/ Regular treatment updates are crucial for building strong personal injury cases. This guide shows you how to request updates in a way that encourages client compliance. #### Why Treatment Updates Matter Treatment documentation directly impacts case value. Gaps in treatment can be used by insurance companies to minimize claims. #### When to Request Updates - After scheduled medical appointments - Weekly during active treatment phases - When treatment plans change - Before settlement negotiations #### Sample Message Templates ##### Post-Appointment Check-In "Hi \{\{firstName\}\}, I hope your appointment went well today. When you have a moment, please log your visit in the app and let me know how you're feeling. This helps us build the strongest case possible." ##### Weekly Treatment Reminder "Quick check-in: How is your recovery progressing this week? Please log any treatments, medications, or symptoms in the app. Every detail helps your case." #### Best Practices - Be empathetic - clients are dealing with pain and stress - Explain why updates matter for their case - Make it easy - remind them to use the app - Follow up if you don't hear back within 48 hours ### AttorneyShare Referrals https://www.quilia.com/support/firms/attorneyshare-referrals/ AttorneyShare is a referral network for law firms. In Quilia, you can ask AttorneyShare for an account, connect it with your API key, and choose the practice areas and jurisdictions you take referrals for. Only admins can set up AttorneyShare. #### Signing up for AttorneyShare If your firm does not have an AttorneyShare account yet: 1. Go to **Settings → Integrations** and select **AttorneyShare**. 2. Select **Sign up with AttorneyShare**. 3. Fill in the request with your firm's details (such as **Firm address**, **Firm phone** and **Case management system**) and your own (**Your name**, **Your title**, **Your email**, **Your phone**), then select **Send request**. Quilia sends your request to AttorneyShare, and AttorneyShare reaches out to set up your account. While the request is open, the page shows **Request pending** with the date you sent it, and you may see a **Resend request** link. #### Connecting AttorneyShare Once you have an AttorneyShare account: 1. Go to **Settings → Integrations** and select **AttorneyShare**. 2. Select **Connect**. 3. Paste your API key. You can find it in AttorneyShare under **My Account > Direct Share API**. #### Referral settings After you connect, the **Referral settings** section of the AttorneyShare page lets you choose the practice areas and jurisdictions you take referrals for. 1. Select **Edit settings**. 2. Your **API Key** is shown masked. Select **Edit** next to it if you need to replace it. 3. If the lists are not showing yet, select **Fetch Settings** to load them from AttorneyShare. 4. Check the practice areas and jurisdictions that apply to your firm. **Toggle All** selects or clears a whole list. 5. Select **Save settings**. For help with your AttorneyShare account or API key, contact AttorneyShare support. ### Best Times to Message Personal Injury Clients https://www.quilia.com/support/firms/best-times-message-clients/ Timing matters in client communication. Sending messages at the right time increases open rates and response rates. #### Optimal Send Times ##### Best Days - Tuesday through Thursday: Highest engagement - Monday: Good, but avoid early morning - Friday: Morning only; afternoon engagement drops - Weekends: Emergency only ##### Best Hours - 9:00 AM - 11:00 AM: Peak engagement window - 1:00 PM - 3:00 PM: Good secondary window - Avoid: Before 8 AM and after 6 PM #### Using Scheduled Messages If you're working late or on weekends, schedule messages for optimal delivery: 1. Compose your message 2. Click "Schedule" instead of "Send" 3. Select Tuesday-Thursday, 9-10 AM 4. Confirm scheduling #### Exception: Urgent Matters Some situations warrant immediate messaging: - Settlement offers with deadlines - Upcoming appointments or hearings - Time-sensitive document requests - Responses to client questions #### Client Preferences Some clients prefer evening or weekend contact. Ask during onboarding: "When is the best time to reach you with case updates?" ### Billing and Your Plan https://www.quilia.com/support/firms/billing-and-plan/ Firm administrators can view and manage their subscription details by opening **Settings → Billing** in the Quilia portal. This page provides a straightforward view of your current plan and controls for updating your subscription. #### The plan view The billing page displays your current active plan. This view helps your firm understand its subscription level at a glance. It confirms your plan type and gives you an overview of your current access. #### Manage plan To make adjustments to your subscription, select **Manage plan**. This allows you to update your billing details and review your current billing terms. If your firm is on a pay-per-case model, this section also outlines how billing interacts with case imports. ##### How billing counts clients For firms using a pay-per-case model, Quilia only bills for active client usage. An imported client can remain pending without a charge. Billing for a client begins once, triggered by whichever of these happens first: - The client is first invited to use Quilia. - The client opens the app. This ensures you are only billed when the client engagement process actually starts, not simply when the case is created or imported in your case management system. #### Upgrade If your firm needs access to additional features, select **Upgrade** from the billing page. Upgrading allows you to move to a higher tier plan seamlessly without disrupting your existing cases or client communication. ### Building Automations https://www.quilia.com/support/firms/building-automations/ An automation is a rule you build once and leave running. Instead of relying on someone remembering to ask every collision client about concussion symptoms at six weeks, you describe the rule and Quilia does it, on every case, from then on. Every automation answers four questions, and the screen asks them in that order. | | Question | What you set | | --- | --- | --- | | **1** | Who it goes to | An **audience**: a description of a set of clients | | **2** | When it fires | A **trigger**: a date, plus how long before or after it | | **3** | What it does | One or more **actions** | | **4** | How it reaches them | The **channels**: push always, plus text or email | **Messaging**, then **Automations**. Audiences have their own tab in the same section. #### Step 1: Build the audience An audience is a rule, not a list of names. People join and leave it on their own as their cases move, so it never goes stale. ##### The four fields | Field | What it matches | | --- | --- | | **Everyone** | Every client at your firm. No values to pick. | | **Case status** | Pending, invited, open, closed, or archived. | | **Case phase** | Your own phases, read from your case management system. | | **Case type** | The case types your firm actually has cases in. | Phases and case types come from your own data, so you only ever see values that mean something at your firm. ##### Operators Each condition is either **is any of** or **is none of**, and one condition can hold several values. Those values are treated as "any of them," so *case phase is any of Treating, Negotiating* matches a client in either. ##### How conditions combine - **Inside a group:** every condition must match. - **Across groups:** matching any one group is enough. So a single group holding *case status is any of open* and *case type is any of Motor Vehicle Collision* reaches clients who are both. Add a second group and you reach anyone who matches either. A condition matches a client if **any** of their cases satisfies it. So *case status is any of closed* also matches someone who has a closed case **and** an open one. It means "has a closed case," not "all of their cases are closed." To reach only clients who are completely wrapped up, use two conditions in the same group: ``` case status is any of closed case status is none of open ``` ##### Shortcuts **Describe it in plain English.** Type what you want (*closed motor vehicle collision cases*) and Quilia drafts the conditions. Review them before saving. If part of your request could not be expressed, it tells you which part. **Picked lists still work.** Hand-picked groups of specific clients are listed alongside audiences, marked as **picked lists**. A picked list is frozen; an audience keeps itself current. Your **Active cases** audience is built for you, and can be edited but not deleted. As you edit conditions, a panel shows how many clients currently match, out of how many you have, with a few sample names. That number is your check on whether you built what you meant. #### Step 2: Choose the trigger The trigger is one sentence made of four controls, read left to right: ``` Send [9] [months] [after] [the case opened] ``` ##### The six triggers | Trigger | The date it counts from | | --- | --- | | **The case opened** | When the case became open in Quilia, not when your firm accepted the matter. | | **The case closed** | When the case closed. Says nothing about outcome: a rejection and a settlement both close. | | **The client was invited** | When the client was invited to Quilia. Absent on cases never invited. | | **The case last changed phase** | When this person's phase last changed. Phase is per person, so co-clients can differ. | | **The client's birthday** | The client's date of birth. | | **The incident date** | The date of injury on the case. The date a personal-injury firm actually reasons in, and it can differ from the case-opened date by however long intake took. | ##### Setting the offset - **Number and unit:** days, weeks, months, or years. - **Direction:** before, on, or after. Choosing **on** removes the number, since there is no distance to specify. - **Send at:** an hour, applied in each recipient's own timezone. Nine in the morning means nine in the morning wherever your client is. ##### Repeating | Option | Behavior | | --- | --- | | **Once per recipient** | The default. Each client gets it a single time. | | **Every [offset]** | Reuses the offset you already set: *60 days after the case opened*, then every 60 days. Only offered when the offset counts forward. | | **Every year** | Automatic for birthdays, which recur by nature. | If a client's date has already passed when the automation is created, that client is **skipped**, not messaged late. That is what makes it safe to switch on *when the case closes, send this*. It will not message every case you have ever closed. It waits for the next real one. Repeating triggers work the same way: a case opened 200 days ago on a 60 day cadence gets day 240, not day 180 and not today. A trigger silently skips anyone with no date for it. This matters most on birthdays, where only about a third of clients have a date of birth on file, so an automation aimed at 500 clients might reach 158. The incident date is on about 85% of open cases, so it skips far fewer, but it still skips some. The form tells you this while you build. If the number looks low, that is the number to trust. #### Step 3: Add actions Add as many as you need from the plus box under **What it does**. An automation has to do at least one thing before it can be saved. ##### Send a message A text or email, with a tab per language your audience reads. - Each language tab shows how many of your recipients read it. - Generate a translation and edit it directly, or write one from scratch. - Regenerating only replaces the language you are looking at, so copy you wrote yourself elsewhere is safe. - Clients reading a language you have no tab for get the English. Nobody is skipped for want of a translation. - Change the English later and the affected tabs are marked out of date. - Send them somewhere with a link, not just a name. Ten screens have addresses you can paste into the body, including Lost Income, which is where clients log time off work and where the forms their doctor and employer sign live. The full list is in [Writing Messages Clients Actually Understand](/support/firms/writing-messages-clients-understand/). ##### Ask for a score An NPS request that stands on its own. You do not have to invent a message to attach it to. Inside it is a checkbox: **And a Google review, if they are a promoter**. Only clients scoring 9 or 10 are asked, and the ask happens in the app the moment the score arrives, so nothing waits on a result. The review link resolves per client: their own office's link first, your firm-wide link behind it. With no review link configured anywhere, the form says so and points you at **Settings**, then [**Locations**](/support/firms/office-locations-and-hours/). Clients still get the score request either way. ##### Send a form Sends one of your saved forms as a request on the client's case. Build forms first under **Requests**, then **Forms**. The audience and trigger are already set on the automation, so this action only asks which form. Anyone already holding that form unanswered is skipped rather than asked twice. #### Step 4: Choose how it reaches them These are layers, not alternatives. Push always happens; text and email are what you add on top. | Channel | Behavior | | --- | --- | | **Push notification** | Always on, and not a choice. The app is where the message lives. | | ↳ **Send via text if push is disabled** | Sits under push, because it only does anything for clients push cannot reach. | | **Text message** | Everyone with a phone number gets one, including clients who already have the app. | | **Email** | Sent alongside the rest. | A holiday note and a signature request do not deserve the same interruption, which is what this section is for: adding reach where it is warranted rather than texting everyone by default. Clients choose what they will accept. Ticking text does not guarantee a text lands, and a client with no phone number cannot get one at all. Treat these as the channels you are willing to use, not a delivery promise. A score request and a form each notify on their own path, so there is nothing for this section to govern. An automation that only asks for a score will not show it. #### Pausing and stopping | Control | What it does | | --- | --- | | **Pause** | Holds the queue in place. Tells you how many sends are queued and when the first is due, because resuming skips any whose dates passed while paused. | | **Stop** | Cancels every scheduled send. Anything already sent is left alone. | Resuming skips missed sends on purpose. A birthday message a year stale is not late, it is wrong. And stopping never deletes history, because rewriting it would change what a client was told. #### A worked example *Forty-two days after the incident, send collision clients the TBI symptom questionnaire.* Mild traumatic brain injury is routinely missed in the emergency room. The headaches, the memory trouble, the light sensitivity surface weeks later, long after intake, and if nobody asks at that point it never makes the file. Six weeks is when it is worth asking. 1. **Audience.** One group, two conditions: *case status is any of open* and *case type is any of Motor Vehicle Collision*. 2. **Trigger.** `Send 42 days after the incident date`, at 09:00. Leave Repeats on **Once per recipient**. 3. **Actions.** Add **Send a form** and choose your TBI questionnaire. Build it first under **Requests**, then **Forms**, if you do not have one. 4. **How it reaches them.** Push covers it. Add a text if you want it seen the same day. 5. **Check before saving.** Read the matching count on the audience, then the coverage line on the trigger: about 85% of open cases carry an incident date, and the rest are skipped rather than sent late. Anyone already past day 42 is skipped, so this starts with your next collision case rather than reaching backwards. ##### A second one, for the other end of the case *The day after a case closes, thank the client and ask how we did.* 1. **Audience.** *Case status is any of closed* and *case status is none of open*, so clients with another live matter are left out. 2. **Trigger.** `Send 1 day after the case closed`, at 09:00. 3. **Actions.** **Send a message** with the thank-you, then **Ask for a score**, ticking the Google review box if you have a review link configured. 4. **How it reaches them.** Push alone. It is a thank-you, not an emergency. #### Related articles - [Composing and Scheduling Messages to Clients](/support/firms/composing-scheduling-messages/) - [Writing Messages Clients Actually Understand](/support/firms/writing-messages-clients-understand/) - [How to Create and Send Automated Phase Messages](/support/firms/how-to-create-and-send-automated-phase-messages-in-quilia/) - [Connect Your Google Business Profile](/support/firms/connect-google-business-profile/) ### Building Client Trust Through Communication https://www.quilia.com/support/firms/building-client-trust-communication/ Trust is the foundation of the attorney-client relationship. Strategic communication builds trust that lasts beyond case resolution. #### The Trust Equation Trust = Credibility + Reliability + Intimacy - Self-Interest - Credibility: Demonstrate expertise through helpful information - Reliability: Do what you say, when you say - Intimacy: Show you care about them as a person - Low Self-Interest: Focus on their outcome, not your fee #### Communication That Builds Trust ##### Proactive Updates Don't wait for clients to ask. "No news" updates show you're actively working. > I wanted to touch base even though there's no major update. Your case is progressing normally - I'm currently [specific task]. I'll reach out again in [timeframe] or sooner if anything develops. ##### Transparent Timelines Set realistic expectations, then beat them. > Realistically, this phase takes 4-6 weeks. I'll push for faster, but I want you to have accurate expectations rather than false hope. ##### Personal Touch Remember details about their life. > How did your daughter's graduation go? I remember you mentioned it was coming up. Hope you were able to enjoy it despite everything. #### Trust Destroyers to Avoid - Over-promising and under-delivering - Legal jargon that confuses - Defensive responses to questions - Long gaps without communication #### The Referral Effect Clients who trust you refer friends and family. Your communication today is your marketing tomorrow. ### Can I Text My Clients Instead of Using the App https://www.quilia.com/support/firms/texting-vs-app-communication/ While texting feels convenient, there are important reasons to use Quilia's messaging instead. #### Benefits of In-App Messaging ##### Documentation - All messages are automatically logged - Attached to the case file - Easily searchable and retrievable - Creates a clear communication record ##### Security - Encrypted transmission - Secure storage - Access controls - HIPAA-friendly ##### Features - Schedule messages for later - Attach documents - Rich text formatting - Read receipts #### Problems with Regular Texting - Messages may be lost if client changes phones - Harder to search and organize - Less secure - No scheduling options - Can blur professional boundaries #### When Texting May Be OK - Urgent time-sensitive coordination - Client preference for accessibility reasons - Quick appointment confirmations Even then, follow up with app messages to document important details. #### Transitioning Clients If a client prefers texting, explain: "I want to make sure nothing falls through the cracks. Our app keeps everything organized in one place and lets you find information easily. Can we try it for a week?" ### Capture Group Texts in CaseChat https://www.quilia.com/support/firms/capture-group-texts-in-casechat/ Your team already texts clients. Add one number to the thread and Quilia saves the conversation to the case, so the texts are in the file where the case team, the case memory, and your case management system can see them. Nobody changes apps, and the client does nothing new. #### Watch how it works #### The number to add This number only listens. It never sends a text, so your client will not see messages from it in the thread. #### Before your first thread: put the number you text from on your profile Quilia knows a text is from your firm by matching the sender's number to a team member's profile. That is whatever number you text clients from: your cell, or a texting number from a service like RingCentral or Google Voice. If it is not on your profile, the thread waits until it is. Clients on your cases can see this number and may call or text you on it. 1. Open [portal.quilia.com/settings/profile](https://portal.quilia.com/settings/profile). 2. In the **Profile** section, enter the number you text from in the **Phone** field. 3. Press **Save**. Do this once. Every teammate who texts clients needs the number they text from on their own profile. An admin can add it for them from **Settings** → **Team**: open the teammate with the pencil button and fill in **Phone** under **Contact**. #### Start a thread 1. In your phone's messaging app, start a new group text to the client and to the Quilia number, or add the Quilia number to a thread you already have with the client. 2. Text as usual. Every message from you or the client, and every photo, appears in the client's CaseChat thread on their case within seconds. Photos are added to the case file and read the same way a document uploaded in the app is. #### If you see a text from Quilia If Quilia does not recognize the number a teammate texted from, that teammate gets a text from Quilia's alerts number with a link to their profile. Tap the link, press **Save** with the number filled in, and the thread catches up: everything sent while Quilia was waiting is added to the case in order. If the client is not in Quilia yet, you get a text with a link to add them. Once the client has a case, the thread catches up the same way. #### What Quilia does with the thread - Messages appear in CaseChat with the sender's name, as if typed in the app. - Photos and documents become files on the case and go through the same review as any other upload. - The case memory that powers ℚ and the case digests reads the thread, so ℚ knows what the client and your team have said by text. - Every night, the day's messages are exported to your case management system as a case note, the same way CaseChat conversations are. This is on by default. Turn it off under **Settings** → **Features** → **Log Export**. #### Good to know - Group texts show up in CaseChat whether or not **Replies in CaseChat** is on. That switch, under **Settings** → **Features** or per client from the case, only decides whether your team and the client can also type in CaseChat. With replies off, the thread shows the Quilia number to add in place of the message box. - Quilia never replies in the thread, and clients cannot reach ℚ through it. A client who wants to talk to ℚ texts ℚ's own number from their invitation. - One thread should cover one case. If two clients on different cases are in the same thread, Quilia cannot tell which case it belongs to. Two clients on the same case, such as spouses, are fine and land in the case's All Parties thread. - Someone in the thread who is not the client or a team member, such as a family member, is not matched to the case. - Every text is saved to the client's case file. Keep the thread to what belongs there. ### Case Management Integration Feature Comparison https://www.quilia.com/support/firms/cms-integration-feature-comparison/ Quilia supports several case management system integrations. Each integration connects cases, clients, documents, activity, and staff a little differently because each CMS exposes different APIs and webhook capabilities. This comparison reflects currently available Quilia integration behavior, not every capability the underlying CMS vendor may expose. Last reviewed: **June 6, 2026**. #### Quick summary Most Quilia CMS integrations support manual case import, client activity sync, document uploads, case type mapping, and some form of staff handling. The biggest differences are how new cases enter Quilia, whether the integration uses real-time webhooks or polling, whether task-list work can create CMS tasks, whether medical providers can sync from the CMS, and how complete Quilia Case Connect browser extension support is today. The table uses `Webhook` and `Polling` to distinguish automatic new-case import mechanisms. It uses `Limited` where support depends on configuration or does not have parity with the strongest integrations. #### Feature comparison | Feature | Clio | Filevine | MyCase | Neos | Smokeball | SmartAdvocate | CasePeer | Salesforce / Litify | | ---------------------------------- | ------- | -------- | ------- | ------- | --------- | ------------- | -------- | ------------------- | | Connect from Quilia | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Manual existing case import | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Automatic new case import | Webhook | Webhook | Webhook | Polling | Webhook | Polling | Polling | Polling | | Case type mapping | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Phase / stage mapping | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | Client activity sync back to CMS | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | CaseChat daily log export | Yes | Yes | Yes | Yes | Yes | No | Yes | No | | CaseChat per-message export | Yes | Yes | No | No | No | Yes | No | No | | Document upload to CMS | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Yes | | CMS-side duplicate document checks | Yes | Yes | Yes | Basic | Yes | Yes | Yes | Varies | | Dedicated medical provider import | No | Yes | No | No | No | No | No | No | | Task-list CMS task automation | Yes | No | No | No | No | No | No | No | | Staff invitations / staff sync | Yes | Yes | Yes | Yes | Yes | Yes | Yes | Limited | | Quilia Case Connect browser import | Yes | Yes | Yes | Yes | Yes | Limited | Yes | No | #### What the feature rows mean ##### Automatic import method Automatic new-case import means new cases can enter Quilia without a staff member manually importing each one. `Webhook` means the CMS sends Quilia an event when a new case or matter is created. `Polling` means Quilia checks the CMS on a schedule, usually every 15 minutes, for new or updated cases. Today, Clio, Filevine, MyCase, and Smokeball use webhook-driven new-case import. Smokeball also has a polling safety net for missed webhook events. Neos, SmartAdvocate, CasePeer, Salesforce, and Litify use polling-style new-case detection. Neither approach is automatically better. Webhooks are faster when the CMS reliably supports them. Polling is useful when the CMS does not provide durable webhooks or when webhook setup is not available. ##### Manual existing case import Manual import is for cases that existed before the integration was connected or cases that did not import automatically. Staff can import the case from Quilia, and for supported systems they can also use the Quilia Case Connect browser extension. Browser extension support indicates whether Quilia Case Connect can import from that CMS today. Some systems that are marked `No` or `Limited` may still support manual import directly from Quilia. ##### Client activity sync back to CMS Quilia can send client activity back to the CMS as notes, feed items, memos, or equivalent case activity records. This can include messages, document uploads, app activity, completed requests, and task-list completion details depending on the integration. CaseChat has two separate export patterns. The daily log export sends a summarized transcript on a schedule. The per-message export sends individual CaseChat messages as they happen. Support is not identical across those two paths. ##### Document upload Document upload means client files from Quilia can be uploaded to the linked CMS case or matter. Duplicate prevention varies by CMS. Some integrations can read existing CMS documents before upload; others rely primarily on Quilia's own upload records. ##### Task-list CMS task automation Clio currently supports Quilia task-list CMS task automation. When configured, Quilia can create an open Clio task when a task list is sent, close that task when the client completes the list, and create a follow-up review task for the firm. This workflow is not currently available for the other CMS integrations. ##### Dedicated medical provider import Filevine supports a dedicated medical provider import path. Quilia can import a Filevine case's Meds collection into Quilia's provider list and link those providers to the case's Treatment → Providers tab. This requires Filevine Meds configuration by case type. Other CMS integrations can still use Quilia's provider features, but they do not currently have a dedicated CMS medical-provider import path like Filevine. Salesforce/Litify can support appointment and provider-related workflows in some configurations, but that is not the same as Filevine's Meds import path, so it is not marked as medical provider import in this comparison. ##### Staff sync Staff sync depends heavily on what each CMS exposes. Some systems provide full case teams or role-based assignments. Smokeball exposes matter staff links that Quilia can use for staff invitations and case-member sync, including responsible, assisting, originating, supervisor, split-originating, and staff-tag assignments when present. #### Integration-specific notes ##### Clio Clio has one of the most complete Quilia integrations. It supports real-time matter import, stage updates, activity sync, document upload, staff handling, browser extension import, and task-list CMS task automation. ##### Filevine Filevine supports real-time project import, phase updates, activity sync, document upload, staff handling, and browser extension import. Filevine has advanced configuration options because firms often use custom fields and project-type-specific workflows. Filevine also has a medical provider import path that can pull providers from the case's Meds collection into Quilia's provider list. ##### MyCase MyCase supports real-time case import, activity sync, document upload, staff handling, and browser extension import. It also supports configurable note behavior for how Quilia activity is written back to MyCase. ##### Neos Neos supports manual import, scheduled new-case detection, activity sync, document upload, staff handling, and browser extension import. New-case detection is polling-style, not webhook-based. Document upload uses Quilia-side delivery stamps, but the Neos API path does not expose the same writable duplicate-check fingerprint used by stronger integrations. ##### Smokeball Smokeball supports webhook-based matter import, a polling safety net for missed webhook events, stage updates, manual import by matter URL or matter ID, Quilia Case Connect browser import, activity sync as memos, daily CaseChat log export, staff sync, and document upload. ##### SmartAdvocate SmartAdvocate is polling-based rather than webhook-based. It supports case import, activity sync, document upload, staff handling, and per-message CaseChat export. It also has limited Quilia Case Connect browser extension import. We should validate the extension against the main SmartAdvocate case screens before treating it as full parity with Clio, Filevine, MyCase, Neos, or CasePeer. ##### CasePeer CasePeer is polling-based and supports manual import, phase/status mapping, activity sync, document upload, staff handling, and browser extension import. ##### Salesforce and Litify Salesforce and Litify support manual import, polling-based case import, activity sync, and document upload. Salesforce has staff-sync support, while Litify staff sync is more limited. Quilia Case Connect browser import is not currently available for Salesforce or Litify. #### Troubleshooting by symptom ##### A new case did not appear in Quilia 1. Confirm the integration shows as connected in Quilia. 2. Check whether the integration uses real-time webhooks or polling. 3. For webhook-based integrations, confirm webhook subscriptions are active. 4. For polling-based integrations, wait for the next polling cycle. 5. Confirm the case type is mapped to a Quilia case type. 6. Confirm the case has a usable primary client phone number. 7. Try manual import from Quilia. ##### Client activity did not appear in the CMS 1. Confirm the linked case exists in Quilia and has a CMS case ID. 2. Confirm the CMS integration is still connected. 3. Wait one sync cycle. 4. Check the CMS location where Quilia writes activity, such as notes, feed, memos, or activity records. 5. If documents are missing, confirm the client file exists in Quilia and the case is linked to the CMS. ##### Staff did not sync as expected 1. Confirm the staff member exists in the CMS and has an email address. 2. Confirm the staff member is assigned to the case or matter in a way the CMS API exposes. 3. For Smokeball, confirm the staff member is linked to the matter in a staff field or staff tag exposed by the Smokeball API. 4. For role-based systems, confirm the relevant role mapping is configured. ### Case Type Settings https://www.quilia.com/support/firms/case-type-settings/ Firm administrators can customize how different types of cases behave in Quilia. By configuring case types, you can control what information is collected, which features clients see in their app, and how cases sync with your case management system (CMS). To manage these settings, open **Settings → Case Types**. #### Case type list The list on the left shows every case type available to your firm, grouped by category. Use the search box to find one quickly. A link icon next to a case type means it is mapped to your case management system. Use the switch next to each case type to turn it on or off for your firm. Turning a case type off prevents new cases of that type from being imported or created, but does not affect existing cases. Select a case type to open its settings on the right. The tabs are described below. #### App Settings The **App Settings** tab controls what clients on this case type see when they open the Quilia app. Each switch saves as soon as you flip it. ##### Feature Visibility Turn individual screens and features on or off for the client app, grouped by area (treatment, case, vehicle and so on), each with a short description of what the client sees. This lets you hide features that are not relevant to the case. For example, if a case type does not involve medical treatment, turn off the treatment features so clients do not see them. Some features sit under the screen they belong to. **Ride Requests** is under **Transportation** and is off until you turn it on. See [Ride Requests](/support/firms/ride-requests). #### Integration *(This tab appears when your firm has connected a supported case management system.)* The **Integration** tab controls how this Quilia case type connects to your CMS. - **Project-type mapping:** Choose which CMS project or case types should automatically be categorized as this Quilia case type when imported. - **Field mappings:** Configure how specific data fields in Quilia correspond to fields in your CMS. For a complete guide on syncing data correctly, see [CMS Field Mapping](/support/firms/mapping-cms-fields). #### Symptoms *(This tab appears when custom symptoms are turned on for your firm.)* The **Symptoms** tab lets you customize the specific symptoms clients are prompted to log during their recovery. To learn more, see [Custom Symptoms](/support/firms/custom-symptoms). #### Misc - **Collect Social Security Number:** When enabled, clients in this case type will be prompted to securely provide their Social Security Number. Turn this on only if it is necessary for the specific type of case. - **Use as default for unlinked case types:** If you use a CMS integration, cases often import with a case type that is not mapped to Quilia. When this setting is enabled, any unmapped case will automatically be assigned this case type upon import. #### Documents The **Documents** tab lets you configure which documents clients are asked to upload and which firm documents are shared with them. For full instructions, see [Configuring the File Checklist](/support/firms/configuring-file-checklist). ### CaseChat Settings https://www.quilia.com/support/firms/casechat-settings/ Your firm's CaseChat settings are on **Settings → Features**. Only admins can change them. After changing a switch, select **Save** at the bottom of the page. There are up to four CaseChat switches. **Replies in CaseChat** and **Group Threads** are always on the page. **Log Export** and **Per-Message Export** only show when your firm has a case management system (CMS) connected, as explained below. #### Replies in CaseChat CaseChat threads always show for your team and your clients, including group texts captured into CaseChat. **Replies in CaseChat** decides whether your team and the client can type in them. This switch is the default that **new** cases start with. It does not change existing cases on its own. When you flip it, Quilia asks **Turn replies on for existing cases too?** (or **off**) and gives you three choices: - **Turn on for all [number] cases** (or **Turn off for all [number] cases**): applies your choice to every existing case as well. - **Only apply to new cases:** existing cases keep whatever they are set to now. - **Cancel:** puts the switch back the way it was. Turning replies off for existing cases stops those clients from typing in CaseChat. Their threads stay visible, but this cannot be undone in one step. ##### Changing replies for one client You can turn replies on or off for an individual client from their case, whatever the firm default is. When replies are off for a client, their thread in the portal shows **Turn on replies in CaseChat** in place of the message box, along with the number to add to a group text with that client. For more on using CaseChat day to day, see [Using CaseChat for Real-Time Client Conversations](/support/firms/casechat-real-time-conversations). For group texts, see [Capture Group Texts in CaseChat](/support/firms/capture-group-texts-in-casechat). #### Group Threads **Group Threads** allows an **All Parties** thread on cases with more than one client, for example a family in the same accident. The All Parties thread is one conversation that includes every client on the case and your team, in addition to each client's own thread with your firm. On a case with only one client, there is no All Parties thread, so this switch has no effect there. #### Log Export **Log Export** saves your CaseChat conversations to your CMS once a day. It is on unless your firm turns it off. - **When it shows:** only when your firm has a CMS connected. - **Which CMSs it works with:** Filevine, MyCase, Clio, Neos, CasePeer and Smokeball. - **How often:** once a day, covering the past 24 hours of messages. - **What gets written:** one note on each case that had new CaseChat messages. In Filevine, it is added as a task assigned to the case's first primary staff member when there is one. The note is titled **Quilia CaseChat Logs** and lists the people in the conversation, the number of messages, and each message with its time and the sender's name. Messages that were already sent to your CMS (for example by **Per-Message Export**) are not repeated in the daily note. #### Per-Message Export **Per-Message Export** sends each CaseChat message to your CMS as it is sent, instead of waiting for the daily log. It is off unless your firm turns it on. - **When it shows:** only when your firm is connected to Filevine, SmartAdvocate or Clio. - **What gets written:** each message as its own note on the case, titled **CaseChat Message from [sender's name]**. Photos and files attached to the message are uploaded to the case's documents. When you turn it on and select **Save**, Quilia sets it up for your existing CaseChat threads as well as new ones. If messages from older threads are not reaching your CMS, an admin can select **Backfill Subscriptions** under the switch to set those threads up again. ### CasePacer Integration Setup https://www.quilia.com/support/firms/casepacer-integration-setup/ Connect CasePacer to Quilia to keep your case team in sync and automatically send client activity, notes, and documents directly back to the CasePacer case. #### Requesting the connection Because CasePacer provisions a dedicated API user for each firm, connecting starts with a request to CasePacer. Contact CasePacer support or your representative and request the API connection details for Quilia. Once CasePacer provides those details, you can complete the setup in the Quilia portal. #### Connecting CasePacer 1. In Quilia, open **Settings → Integrations**. 2. Find **CasePacer** under Case management and select **Connect**. 3. Enter the connection details provided by CasePacer. 4. Return to the integrations page and confirm CasePacer shows **Connected**. #### Configure the integration Select **Manage** next to CasePacer to review your integration settings. The CasePacer settings card requires two main configurations: - **Firm abbreviation:** Enter your firm's CasePacer abbreviation to ensure cases link correctly. - **Staff Mappings:** Map your CasePacer users to Quilia team members. This ensures the correct team members are automatically assigned to cases when they sync. #### Linking a case Quilia links to a CasePacer case using the case's unique email address. When you use **Import Existing Case** at the top of Quilia or add a new case, paste the CasePacer case email. Quilia uses this email to identify the exact case in CasePacer and establish the connection. #### What syncs Once a case is linked, Quilia syncs information directly to CasePacer: - **Case team:** Quilia keeps the assigned team members in sync based on your Staff Mappings. - **Notes:** Client activity, messages, and CaseChat logs are sent to CasePacer as notes. - **Documents:** Files and photos uploaded by the client are saved directly into the **Records** folder of the CasePacer case. ### CasePeer + Quilia: Integration Guide https://www.quilia.com/support/firms/casepeer-integration-quilia-easy-setup-guide/ Connect CasePeer directly to Quilia—no Zapier workflow or API key is required. Quilia checks CasePeer on a schedule for new cases and supported changes, then sends client activity and documents back to the linked case. #### What you need - Quilia admin access - A CasePeer administrator or user allowed to authorize integrations Older versions of this integration used Zapier to bring new cases into Quilia. That is no longer needed. If your firm still has a CasePeer → Quilia Zap running, turn it off after confirming the direct connection works. #### Connect CasePeer 1. In Quilia, open **Settings → Integrations**. 2. Find **CasePeer** under **Case management** and select **Connect**. 3. Sign in to CasePeer and approve the connection. 4. Return to Quilia and confirm CasePeer shows **Connected**. #### Configure the integration Select **Manage** next to CasePeer and review: - **Case Types:** Map CasePeer case types to Quilia case types. - **Client Access:** Choose whether clients are invited on import, after Quilia detects active work, or at selected phases. - **Staff:** Review how CasePeer assignments map to Quilia team members. - **Subscriptions and settings:** Choose the supported CasePeer changes Quilia should monitor and what client activity should return to CasePeer. #### What syncs ##### CasePeer to Quilia - New cases through scheduled checks - Client and case information - Supported phase and status changes - Staff assignments when available ##### Quilia to CasePeer - Client activity and CaseChat logs as case notes - Images in the CasePeer **Photos** area - Other client files in the case's **Documents** area CasePeer uses scheduled checks rather than real-time new-case webhooks. Most changes appear after the next sync cycle rather than immediately. #### Import an existing case 1. Select **Import Existing Case** at the top of Quilia. 2. Enter the CasePeer case identifier requested by the search form. 3. Review the client, case type, and assigned staff. 4. Choose whether to send an invitation now, then complete the import. #### Troubleshooting - **A new case is missing:** Wait for the next scheduled check, confirm its case type is mapped, or use **Import Existing Case**. - **The connection expired:** Open CasePeer under **Settings → Integrations** and follow the reconnect prompt. - **Client activity or files are missing:** Confirm CasePeer still shows Connected and allow one background sync cycle. - **The client was not invited:** Review **Manage → Client Access**. Importing a case does not always invite its client. #### Frequently asked questions ##### Do we still need Zapier? No. The direct CasePeer connection handles new-case detection. Disable the old Zap after testing the direct integration. ##### Do I need an API key? No. Select **Connect** and authorize Quilia through CasePeer. ##### Can we import existing cases? Yes. Use **Import Existing Case** in Quilia for any case that predates the connection or is needed before the next scheduled check. ##### Does every imported case invite its client? No. Invitation timing follows the option selected under **Client Access** or the explicit choice made during a manual import. ### Celebrating Case Milestones with Clients https://www.quilia.com/support/firms/celebrating-case-milestones/ Personal injury cases can feel like endless waiting. Celebrating milestones keeps clients engaged and positive. #### Milestones Worth Celebrating - Completing medical treatment - Gathering all required documents - Sending the demand letter - Receiving a settlement offer - Reaching final settlement - Consistent documentation habits #### Sample Celebration Messages ##### Treatment Completed "Great news, \{\{firstName\}\}! With your treatment complete, we can now move forward with your demand. Your dedication to following your doctor's orders has built a strong case." ##### Documentation Achievement "I noticed you've logged your pain levels every day this month - fantastic work! This consistent documentation is exactly what builds winning cases." ##### Demand Letter Sent "Milestone reached: Your demand letter was sent to the insurance company today. This is a big step forward. I'll let you know as soon as we hear back." ##### Case Settled "Congratulations! Your case has settled for $[amount]. Thank you for trusting us with your case. It was a privilege to represent you." #### Why Celebrations Matter - Reinforces positive client behaviors - Maintains engagement during long cases - Builds stronger attorney-client relationships - Creates positive associations with your firm #### Pro Tip Keep notes on client milestones so you can reference their progress: "Remember when we were still waiting for your MRI? Look how far we've come!" ### Client App Login Problems https://www.quilia.com/support/firms/client-app-login-problems/ When clients can't log into the app, use these steps to help them get back in. #### How Login Works There is no password. The client enters their **phone number or email** (the one your firm invited), agrees to the terms, and taps **Get code**. A 6-digit verification code arrives by text or email, matching what they entered. Typing it in signs them in. #### Most Common Issues - The phone number or email doesn't match what the firm has on file - The verification code didn't arrive or expired before they typed it - The app is outdated - Network connectivity problems #### Walk Them Through a Clean Attempt 1. Open the Quilia app 2. Enter the exact phone number or email the firm invited 3. Agree to the terms, tap **Get code** 4. Type the 6-digit code from the text or email 5. They're in — no password to create or remember #### If the Code Doesn't Come - Wait about thirty seconds, then tap **Get code** again - Phone: confirm it's a text-capable mobile number, and try **Call me instead** for a voice call - Email: check spam, and confirm the address matches the firm's records exactly #### App Update Required Old app versions may have login issues: - iOS: Check App Store for updates - Android: Check Google Play for updates - Uninstall/reinstall if updates don't help #### Still Can't Log In? Collect this information for support: - Device type and OS version - App version number - The phone number or email they're entering - Error message shown - Screenshot if possible ### Client Not Receiving App Notifications https://www.quilia.com/support/firms/client-not-receiving-notifications/ When clients miss important messages because notifications aren't working, here's how to help them fix it. #### Common Causes - Notifications disabled in phone settings - App notifications turned off - Do Not Disturb mode enabled - Battery saver blocking background apps - App needs to be updated #### iPhone Troubleshooting Send this to your client: > To fix notifications on iPhone: 1) Go to Settings > Notifications > Quilia, 2) Make sure "Allow Notifications" is ON, 3) Enable Banners, Sounds, and Badges, 4) Check that Do Not Disturb is off, 5) Open the Quilia app to refresh the connection. #### Android Troubleshooting > To fix notifications on Android: 1) Go to Settings > Apps > Quilia > Notifications, 2) Make sure notifications are enabled, 3) Check that battery optimization isn't blocking the app (Settings > Battery > Quilia > Don't optimize), 4) Open the Quilia app to refresh. #### Still Not Working If basic troubleshooting doesn't work: - Have client uninstall and reinstall the app - Ensure they're logged into the correct account - Check if their email/phone is correct in the system - Contact Quilia support for further assistance #### Prevention During onboarding, walk clients through enabling notifications. A quick phone call saves future frustration. ### Clio + Quilia: Integration Guide https://www.quilia.com/support/firms/clio-integration-quilia-step-by-step-guide/ Connect Clio from Quilia, authorize access, and then review the integration settings that control which matters enter Quilia and when clients are invited. #### What you need - Quilia admin access - A Clio administrator or user allowed to authorize integrations #### Connect Clio 1. In Quilia, go to **Settings → Integrations**. 2. Find **Clio** under **Case management** and select **Connect**. 3. Sign in to Clio, review the requested permissions, and select **Allow Access**. 4. Return to Quilia and confirm Clio shows **Connected**. #### Configure the integration Select **Manage** next to Clio and review each configuration tab: - **Case Types:** Map Clio practice areas to Quilia case types. An unmapped practice area prevents its matters from importing. - **Client Access:** Choose the point when clients are invited—when the matter imports, when Quilia detects active work, or when the matter reaches a selected stage. - **Documents:** Confirm where Quilia and Clio exchange client documents. - **Offices and Staff:** Review location and team-member handling for imported matters. - **Subscriptions:** Keep the Clio events Quilia should listen for enabled. A green check means Clio successfully created that subscription; hover over it for details. #### Test with an existing matter 1. Select **Import Existing Case** at the top of Quilia. 2. Paste the Clio matter URL or enter its matter ID. 3. Review the client, case type, and assigned staff. 4. Choose whether to send an invitation now, then complete the import. #### What syncs ##### Clio to Quilia - New matters and client contact details - Matter stage changes - Case team and office information when available - Documents placed in the configured shared location ##### Quilia to Clio - Client activity and CaseChat logs - Client-uploaded documents - Supported task-list activity when configured Sync timing varies by event. New matters and stage changes use Clio subscriptions, while activity and document delivery run in the background. #### Troubleshooting - **A matter did not import:** Confirm its Clio practice area is mapped to a Quilia case type and that the primary client has a usable mobile number. - **A subscription shows an error:** Hover over the red exclamation icon for the Clio status, then reconnect or retry the affected subscription. - **The sign-in expired:** Open Clio from **Settings → Integrations** and follow the reconnect prompt. - **An older matter is missing:** Use **Import Existing Case** instead of waiting for the new-matter subscription. #### Frequently asked questions ##### Do I need a client ID or client secret? No. Select **Connect**, sign in to Clio, and approve Quilia. ##### Does importing a matter always invite the client? No. Invitation timing follows the option selected under **Client Access**. You can also decide whether to invite the client while manually importing an existing matter. ##### Where do client documents go? Quilia delivers supported client files to the configured Clio document location. Review the **Documents** tab under **Manage** if files are not appearing where expected. ### CMS Integration Settings Explained https://www.quilia.com/support/firms/cms-integration-settings/ When you connect a case management system (CMS) to Quilia, its integration page has a **Settings** section. These settings control what Quilia writes back to your CMS and what your clients can see. To find them, go to **Settings → Integrations**, select **Manage** next to your CMS, and scroll to **Settings**. Only admins can change them, and each one saves as soon as you change it. Each CMS works differently, so you only see the settings that apply to yours. #### Send client activity to your CMS **Shown for:** every CMS. Keeps the case record in your CMS updated with activity from the Quilia client app. #### Share documents with clients **Shown for:** Filevine, Clio, CasePeer and Neos. The setting is named for your CMS, for example **Share Filevine documents with clients**. Shows clients new documents your team adds to a specific place in your CMS: - **Filevine:** the folder named "Quilia", or the folder name your firm chose. - **Clio** and **CasePeer:** the folder named "Quilia". - **Neos:** the location named "Quilia Attachments". Shared files are read-only for the client and still get Quilia's AI analysis. For full instructions, see [Enabling Document Sharing](/support/firms/enabling-document-sharing). #### Write client-added providers back **Shown for:** Clio, Filevine, Salesforce, Litify and CasePacer. When a client adds a provider in the app, Quilia adds it to their case in your CMS: - **Clio:** adds it to the matter's Medical Records tab. Needs the Clio Personal Injury add-on. - **Filevine:** creates the contact and adds it to the medical providers section on the project, using your Medical providers mapping. - **Salesforce** and **Litify:** creates the provider record and adds a row to the treatment list on the case or matter, using your Medical providers mapping. - **CasePacer:** creates the company, adds it to the lawsuit as a Medical Provider, and adds its medical provider record. #### Sync appointments to the calendar **Shown for:** Clio and Smokeball. Puts client appointments on your CMS calendar. Rescheduling updates the event and canceling removes it. - **Clio:** the responsible attorney's calendar, with the firm calendar as a fallback. - **Smokeball:** the matter's calendar. #### Import leads **Shown for:** Smokeball. Brings Smokeball Lead Intake submissions into Quilia as cases. When it is off, a lead is only imported after it becomes a matter. #### Use a single Vine / Use a single note **Shown for:** Filevine (**Use a single Vine**) and MyCase (**Use a single note**). By default, Quilia adds a new Vine (Filevine) or note (MyCase) for client activity. Turn this on to keep all client activity in one Vine or one note per case instead. #### Phase tracking **Shown for:** integrations Quilia does not read through your CMS's API, such as custom, link-only and FileMaker integrations. Choose **Entire case** to use one phase for the whole case, or **Individual client** to track each client on the case separately. ### Communicating About Soft Tissue Injuries https://www.quilia.com/support/firms/communicating-soft-tissue-injuries/ Soft tissue injuries can be challenging to prove because they don't show on X-rays. Proper documentation and communication are essential. #### What to Explain to Clients Help clients understand: - Soft tissue injuries (sprains, strains, whiplash) are real injuries - They may not show on imaging but still cause significant pain - Consistent documentation is crucial - Following treatment plans matters for their case #### Documentation Guidance Ask clients to record: - Daily pain levels (using the app's pain tracker) - Activities limited by the injury - Specific descriptions: "sharp pain when turning neck" - Sleep disruption caused by pain - Impact on work and daily activities #### Message Template > \{\{client\_first\_name\}\}, Soft tissue injuries like yours are often underestimated by insurance companies because they don't appear on X-rays. Your daily pain logs and treatment compliance are critical evidence. Please continue logging your symptoms in the app every day, even on "good days." #### Red Flags to Watch - Gaps in treatment - Inconsistent pain reporting - Missing appointments Address these proactively with supportive messaging. ### Communicating Delays to Clients https://www.quilia.com/support/firms/communicating-delays-to-clients/ Delays are inevitable in personal injury cases. How you communicate them determines whether clients stay confident or become anxious. #### Common Causes of Delays - Waiting for medical records - Insurance company slow responses - Court scheduling backlogs - Additional treatment needed - Complex liability issues #### Communication Framework ##### Acknowledge the Delay Don't pretend everything is on schedule. Clients appreciate honesty. ##### Explain Why Give a clear, jargon-free reason for the delay. ##### Provide New Timeline Give realistic expectations for next steps. ##### Reassure Remind them this is normal and doesn't hurt their case. #### Sample Delay Message "I wanted to update you on timing. We're waiting on medical records from [Provider], which is taking longer than usual. This is common - medical facilities have strict release procedures. I'm following up weekly. Expected timeline: 2-3 more weeks. This delay doesn't affect your case negatively. I'll reach out as soon as we have everything." #### Proactive Communication Don't wait for clients to ask. If you know something will take time: - Set expectations upfront - Send periodic "no update yet" messages - Communicate immediately when the delay is resolved ### Communicating with Back Injury Clients https://www.quilia.com/support/firms/communicating-back-injury-clients/ Back injuries range from minor strains to serious disc and spine damage. Tailored communication helps clients document their experience appropriately. #### Initial Assessment > Back injuries can be tricky - some feel minor at first but turn out to be serious. Please tell me: Where exactly is your pain? Does it radiate to your legs? Any numbness or weakness? Have you had back problems before? Your answers help me understand your case. #### Documentation Guidance > For back injuries, please track: 1) Pain location and intensity daily, 2) Activities that make it worse (sitting, standing, bending), 3) Sleep quality, 4) Medications taken and their effectiveness, 5) Any new symptoms like leg pain or numbness. #### Treatment Path > Back injuries often require a progression of treatment: conservative care first (PT, chiro), then possibly injections, and surgery only if necessary. Please follow your doctor's recommendations at each step - skipping ahead or stopping early hurts your case. #### Work Impact > How has your back injury affected your work? Can you sit/stand for your normal hours? Are you missing work? On light duty? Please document this carefully - lost wages and reduced capacity are significant parts of your claim. #### Pre-Existing Conditions > You mentioned previous back problems. That's okay - we can still recover for how this accident WORSENED your condition. Please gather any records from prior treatment so we can show the difference. #### Surgery Considerations > If surgery becomes an option, we'll discuss timing carefully. Settling before surgery means lower compensation but faster resolution. Waiting until after surgery takes longer but typically results in higher recovery. This is your decision, and I'll support whatever you choose. ### Communicating with Clients About Liens https://www.quilia.com/support/firms/communicating-about-liens/ Medical liens confuse most clients. Clear, early communication prevents surprises at settlement time. #### What is a Lien? > A lien is a legal claim against your settlement. When medical providers treat you on a "lien basis," they agree to wait for payment until your case settles. In exchange, they have a right to be paid from your settlement before you receive your portion. #### Types of Liens ##### Medical Provider Liens Doctors, hospitals, and therapists who treated you without upfront payment. ##### Health Insurance Liens If your health insurance paid for treatment, they may have a right to reimbursement. ##### Government Liens Medicare, Medicaid, and other government programs that paid for your care. #### Why This Matters > I want to be upfront: liens get paid from your settlement before you receive your share. If your medical bills are $50,000 and we settle for $75,000, we need to resolve those liens first. The good news is I negotiate liens down whenever possible. #### Lien Negotiation > Part of my job is negotiating your liens to maximize your take-home amount. I often reduce liens by 25-50%. I'll keep you informed about lien amounts and any reductions I secure. #### At Settlement > Before we finalize settlement, I'll provide a complete breakdown showing: gross settlement, attorney fees, costs, each lien amount (original and negotiated), and your net recovery. No surprises. ### Communicating with TBI Clients and Families https://www.quilia.com/support/firms/communicating-tbi-clients-families/ Traumatic brain injury cases require extra sensitivity. Clients may have cognitive challenges, and families often become essential communication partners. #### Understanding TBI Challenges - Memory and concentration difficulties - Fatigue and overwhelm from information - Personality changes affecting communication - Family members often become primary contacts #### Communication Adaptations - Keep messages short and simple - Use bullet points, not paragraphs - Send one topic per message - Allow extra response time - Confirm understanding by asking them to repeat back #### Involving Family > Given the nature of your injury, would you like to add a family member to receive case updates? They can help track information and ensure nothing falls through the cracks. You remain in control of all decisions. #### Documentation Guidance > TBI symptoms can be subtle but significant. Please track (or have a family member help track): headaches, dizziness, memory issues, mood changes, sleep problems, sensitivity to light/noise, difficulty concentrating. Every symptom matters. #### To Family Members > Thank you for helping with [Client's] case. Your observations are valuable - you see changes that [they] might not notice. Please share anything concerning: mood changes, memory issues, personality differences, or struggles with daily tasks. #### Long-Term Considerations > TBI effects can be lifelong. We're building a case that accounts for not just current treatment, but future needs: ongoing therapy, reduced earning capacity, and quality of life impacts. Your documentation of daily challenges is essential. #### Patience TBI cases take longer due to the evolving nature of symptoms. Set expectations early and provide frequent reassurance. ### Communicating with Whiplash Clients https://www.quilia.com/support/firms/communicating-whiplash-clients/ Whiplash cases require special attention because symptoms can be delayed, subjective, and difficult to document. Here's how to communicate effectively. #### Unique Challenges - Symptoms may appear days after accident - No visible injuries to photograph - Pain is subjective and hard to prove - Insurance companies often minimize these claims #### Early Communication > Whiplash symptoms often get worse before they get better, and new symptoms can appear days or weeks after your accident. Please log EVERYTHING in the app - headaches, neck pain, dizziness, difficulty concentrating, sleep problems. No symptom is too small to document. #### Symptom Tracking Importance > I know it might feel like you're complaining, but documenting every symptom is crucial for your case. Soft tissue injuries don't show up on X-rays, so your pain logs ARE your evidence. Please rate your pain daily, even on good days. #### Treatment Compliance > Continuing treatment is especially important for whiplash cases. Insurance companies look for gaps to argue you weren't really hurt. Please complete your full course of physical therapy, even when you start feeling better. #### Managing Expectations > I want to be upfront: whiplash cases can be challenging because insurance companies often try to minimize soft tissue injuries. Your consistent documentation is our best weapon. I'll fight for fair compensation, but it may take patience. #### Red Flags to Watch Ask clients to report immediately: - Severe headaches - Vision changes - Numbness or tingling - Memory problems These could indicate more serious injuries requiring specialist evaluation. ### Composing and Scheduling Messages to Clients https://www.quilia.com/support/firms/composing-scheduling-messages/ Effective client communication is at the heart of every successful personal injury practice. Quilia's messaging system allows you to send personalized messages to your clients and schedule them for delivery at the perfect time. #### Accessing the Messages Section Navigate to the Messages section from the left sidebar. Here you'll see all your client conversations organized in a clean inbox view. #### Composing a New Message To compose a new message: 1. Click the "Compose" button in the top right corner of the Messages section 2. Select the client(s) you want to message from the recipient dropdown 3. Enter a subject line that clearly describes the purpose of your message 4. Write your message using the rich text editor with formatting options 5. Optionally attach files if needed #### Scheduling Messages for Later One of the most powerful features of Quilia messaging is the ability to schedule messages for delivery at a specific date and time. This is perfect for: - Sending appointment reminders - Following up after medical treatments - Checking in during business hours even when composing after hours - Sending holiday or milestone messages To schedule a message: 1. After composing your message, click the "Schedule" button instead of "Send" 2. Select the date from the calendar picker 3. Choose the time you want the message delivered 4. Click "Schedule" to confirm #### Best Practices for Client Messaging To maximize the effectiveness of your client communications: - **Keep messages concise and focused on one topic** - **Use clear subject lines that clients can easily reference later** - **Schedule messages during business hours (9 AM - 5 PM) for better response rates** - **Include a clear call-to-action when you need the client to do something** #### Next Steps Now that you know how to compose and schedule messages, explore other communication features like automated welcome messages and real-time CaseChat conversations. If you find yourself sending the same message on the same schedule, [build an automation](/support/firms/building-automations/) instead. You describe who it reaches and when it fires once, and it keeps running without you. ### Configuring Staff on Imported Cases https://www.quilia.com/support/firms/adding-a-team-member-to-every-case/ When your firm connects a case management system to Quilia, you control who is assigned to each imported case and whether clients can see them. You configure this on your CMS integration page under the **Staff** section. This section has two parts: a picker that sets the baseline rule for the caseload, and a **Per-person overrides** table to handle exceptions. #### Choosing a picker mode The picker mode decides how Quilia reads your CMS to build the default team for a case. To set this: 1. Go to **Settings** and open your CMS integration, for example **Clio**. 2. Scroll to the **Staff** section. 3. Select one of the following modes: * **Auto-detect (recommended)**: Quilia automatically reads the staff assigned to the matter in your CMS and adds them to the case. * **Pick by role**: You select specific roles (like Paralegal or Attorney) from your CMS. Only staff holding those roles on the matter are added. * **Pick by custom field**: You pick custom fields from your CMS that hold staff names. Quilia reads those fields to determine who belongs on the case. #### Using per-person overrides Sometimes the baseline rule is not enough. The attorney of record is usually handled by the picker, but this leaves out the people who touch every file without being named on any of them: office managers, intake coordinators, executive assistants, and anyone who handles client communication across the whole caseload. Because they are not on the case in your CMS, they do not receive Quilia notifications for it. The usual workaround is to add them to every matter in your CMS by hand, and to remember to do it again for each new matter. The **Per-person overrides** table removes that work. It lists your Quilia team members, rather than your CMS users. Next to each person, you can choose two overrides. ##### Every case Tick **Every case** to add the person to all cases, including cases imported in the future. This works alongside your picker mode. The CMS still decides the main team, and anyone ticked here is added on top. Good candidates are people whose jobs span the whole caseload: an office manager, a client communication lead, an intake coordinator, or a firm owner who wants visibility of everything. Be deliberate about it. Everyone you add receives notifications for every case, so on a large caseload that is a lot of email. To add someone to one specific matter instead, see [Adding a Team Member to a Case](/support/firms/adding-a-team-member-to-a-case/). ##### Visible to client Leave **Visible to client** unticked unless you want the person shown to clients in the Quilia app. Being on a case and being visible to the client are two different things. Someone can receive every notification while remaining invisible to clients, which is usually what you want for back office staff. Ticking the box displays them to every client on every case as part of the case team. #### When changes take effect New cases pick up these settings as they are imported. Cases you already have update the next time each one syncs with your CMS, meaning the staff changes arrive gradually. If you would like it applied across your existing caseload immediately, contact support and we can run it for you. #### Removing someone Untick them from the overrides table and save. They stop being added to new cases straight away. They remain on cases they were already added to, and you can remove them from any of those individually from the case itself. ### Configuring the File Checklist https://www.quilia.com/support/firms/configuring-file-checklist/ The File Checklist is a feature that allows your firm to request specific documents from clients through the Quilia app. When configured, clients see a checklist of documents they need to provide, and they can upload files or mark items as not applicable directly from their phone. This guide covers how to configure the File Checklist in the portal and how clients interact with it in the app. #### Where to Find the File Checklist Settings The File Checklist is configured per case type. Each case type can have its own set of requested documents. ##### Step 1: Open Settings From the portal sidebar, navigate to **Settings**. ##### Step 2: Go to Case Types Click **Case Types** in the settings menu. You'll see a list of all case types organized by category. ##### Step 3: Select a Case Type Click on the case type you want to configure (e.g., Motor Vehicle Collision, Workers Compensation). This opens the case type settings page. ##### Step 4: Open the Documents Tab On the case type settings page, click the **Documents** tab. This is where you configure which documents are requested from clients. #### Configuring Requested Documents The Documents tab has two sections: **Requested Documents** and **Custom Document Names**. ##### Requested Documents This section provides a searchable list of standard document types organized into categories: - **Medical** - Bills, medical records, prescriptions, radiology, lab results, injury photos, and more - **Insurance** - Auto insurance cards, health insurance cards, full insurance policies, and related correspondence - **Police/Incident** - Police reports, ambulance reports, scene photos, explanation videos - **Personal** - Bank statements, driver license, identification, pay stubs, tax returns, income statements - **Vehicle** - Damage photos, repair estimates, rental records, towing records - **Employment** - Employee injury reports, employer verification, offer letters, termination notices, and more - **Other** - Mail, receipts To add documents to the checklist: 1. Use the **search bar** at the top to find a specific document type by name 2. Click the **checkbox** next to each document you want to request 3. Selected documents appear as badges above the search area 4. To remove a document, click the **X** on its badge 5. If you have more than three selected, a **Clear all** link appears to quickly remove all selections A badge showing the total number of selected documents appears next to the "Requested Documents" heading. ##### Custom Document Names If you need to request a document that isn't in the standard list, you can add custom document names: 1. Type the document name in the text field (e.g., "Passport", "Visa", "I-94") 2. Click **Add** or press **Enter** 3. The custom document appears as a tag below the input 4. To remove a custom document, click the **X** on its tag Custom documents appear alongside standard documents in the client's File Checklist. ##### Saving Your Changes After selecting your documents and adding any custom names, click the **Save Documents** button at the bottom of the tab. #### How Clients See the File Checklist In the Quilia app, clients access the File Checklist from the **Case** tab. Each document in the checklist shows one of three statuses: - **Sent** (green) - The document has been uploaded and received - **Needs to be sent** (orange) - The document still needs to be uploaded - **Not applicable** (gray) - The client has indicated this document does not apply to their situation Clients can: - **Upload a document** by tapping on the item and selecting a file or taking a photo - **Mark as Not Applicable** if the document doesn't apply to their case - **Tap the ? icon** in the top right corner for help understanding the checklist #### Tips for Configuring the File Checklist - **Be specific with names** - Choose document names that clearly communicate what you need. For example, if you need bank statements for a specific purpose, consider adding a custom document name like "Bank Statements (last 3 months)" instead of the generic "Bank Statements" to avoid confusion. - **Review your list regularly** - As your case types evolve, revisit the Documents tab to ensure your requested documents are up to date. - **Use custom names for clarity** - If a standard document name might be confusing to clients, add a custom document with a clearer name instead. For example, use "Photo of Your Driver License (front and back)" instead of just "Driver License." - **Consider each case type separately** - Different case types may require different documents. A personal injury case will need different files than a workers compensation case. #### Need Help? If you have questions about which documents to request or how to configure your case types, contact Quilia support at support@quilia.com. ### Connect Google Business Profile https://www.quilia.com/support/firms/connect-google-business-profile/ Connect your Google Business Profile to Quilia to see all of your Google reviews in one place, respond to them directly, assign them to team members, and share your best reviews on social media. #### Connect Your Google Account Click the button below to connect your Google Business Profile. If you are not already signed in to the portal you will be prompted to sign in first. [Connect Google Business Profile](https://portal.quilia.com/connect/google) After clicking the button, sign in with the Google account that manages your firm's Business Profile and grant Quilia permission to access your reviews. Once connected you will be taken straight to your reputation dashboard. Use the Google account that owns or manages your firm's Google Business Profile. If you are not sure which account that is, check who manages your listing in Google Business Profile Manager. #### Managing Your Google Reviews After connecting, head to the **Reputation** page in your portal. You will see your Google reviews in a sidebar on the right, alongside your NPS ratings and client feedback on the left. #### Reply to Reviews Click on any Google review to open the reply dialog. Write your response and click **Send Reply**. It will be posted directly to Google as a reply from your business. #### Assign Reviews to Your Team You can assign any Google review to one or more team members. This is helpful for tracking who should follow up on a review or linking a review to the staff member who worked with that client. Click the assign icon on a review to open the assignment dialog, search for team members, and click **Save**. #### Share Your Best Reviews Want to highlight a great review? Click the share icon on any review to open the sharing dialog. You can: - **Copy to clipboard** — paste it anywhere such as email, social media, or internal chat - **Download** — save a branded image of the review to share on social media or your website #### Connecting from Inside the Portal You can also connect from inside the portal if you are already logged in: 1. Go to the **Reputation** page 2. Click **Connect Google** in the top right You need to be an attorney or admin member to connect Google Business Profile. If you do not see the option, ask your firm's administrator to grant you access or use the direct link above. #### Asking clients for a review automatically Once a review link is in place, you can ask for reviews without anyone remembering to. [Build an automation](/support/firms/building-automations/) with an **Ask for a score** action and tick the Google review box: clients who score a 9 or 10 are asked for a review, and nobody else is. The same checkbox is on the cadence box on your Reputation page if you would rather use the recurring score request you already have running. ### Connect your AI assistant to Quilia https://www.quilia.com/support/firms/connect-ai-assistant/ You can point your AI assistant at Quilia and have it work with your firm's data the same way you would. Send a message to a client. Pull up the latest case notes. Schedule an appointment. Ask "what does my week look like" and get an answer that's actually about your week. This is not a copy-paste workflow. There is no API key to manage. You sign in once with the same Quilia account you already use, and the assistant is connected. #### Connect in one click Pick your assistant. The buttons below open the right place in each app, with Quilia's address pre-filled where the assistant supports it. If a button does not work in your browser, or your assistant is not on this list, the step-by-step instructions below cover the same setup manually. The Quilia address is `https://mcp.quilia.dev/` for any assistant that asks. Before connecting an assistant, please review [Section 8 of our Terms of Service](/terms-service/#connected_applications). It covers your firm's responsibilities for data sent to third-party AI providers, and what is and is not Quilia's responsibility once data leaves our systems. Check with your firm administrator that the assistant you choose is approved for use with privileged client data. #### How it works Quilia speaks a protocol called MCP (Model Context Protocol). Any AI assistant that supports MCP can connect to Quilia by pointing at a single address and going through a sign-in screen. When you sign in, the assistant gets a scoped credential that is only good for your firm and only good for the things your role lets you do at Quilia. An attorney sees what an attorney sees in the portal. A staff member sees what a staff member sees. Nothing is broader than what you can already do yourself. The address your assistant connects to is `https://mcp.quilia.dev/`. #### Before you start You need three things. 1. An active Quilia account with your firm. 2. An AI assistant that supports MCP. The list below covers the ones we have tested. 3. About 30 seconds. You do not need a developer. You do not need an API key. You do not need to copy anything between windows. #### ChatGPT Quilia is an official ChatGPT app. Open [Quilia in the ChatGPT app directory](https://chatgpt.com/plugins/plugin_asdk_app_6a1df115ed9481918e3f8d406b5fa967) and click **Install plugin**, then sign in with your Quilia account when it asks. Because the app went through OpenAI's review, there is nothing to configure. You do not need Developer mode, you do not paste a server URL, and you will not see the elevated-risk warning ChatGPT shows for unreviewed connectors. Once it is installed, start a chat and type **@Quilia** to bring it in. Try "@Quilia find my client Jane Doe and summarize what is happening with her case." #### Claude Desktop Open Claude Desktop and go to Settings, then Connectors. Add a new connector. The URL is `https://mcp.quilia.dev/`. Save. Claude Desktop will open a browser tab to Quilia. Sign in with your Quilia account if you are not already signed in, then approve the connection. The tab will close on its own. Your assistant is now connected. To test it, ask Claude something like: "Look up my cases" or "Send a reminder to my next client about their treatment update." If everything is connected, the assistant will read or write through Quilia and tell you what it did. #### Cursor In Cursor, open settings and find the MCP section. Add a new MCP server. Set the URL to `https://mcp.quilia.dev/`. Save and let Cursor open the sign-in tab. Same sign-in flow. Same scope. The tools become available to chat right away. #### Claude Code Run this in your terminal: ```bash claude mcp add --transport http quilia https://mcp.quilia.dev/ ``` Claude Code will print a one-time URL. Open it in a browser, sign in to Quilia, approve the connection, and you are done. The next time you start a Claude Code session, the Quilia tools are available. #### Try these first Once you are connected, here are a few prompts that confirm everything is working and show you the shape of what the assistant can do. The expected result is listed next to each one. - "What cases do I have open right now?" The assistant lists your firm's open cases, scoped to what you can already see in the portal. - "Find the client Jane Doe and show me their case." The assistant looks the client up by name and pulls up the matching case and contact details. - "Send a message to my next client reminding them to bring their insurance card to their appointment." The assistant drafts and sends the message to the client, attributed to you, the same as if you sent it from the portal. - "What does my week look like?" The assistant reads your upcoming appointments and summarizes the days ahead. - "Set up my firm in Quilia." If you are an admin, the assistant asks for your address, hours, offices and branding, and fills them in as you answer, instead of you working through the settings page. This is the one most firms underestimate. If the assistant reads or sends something through Quilia and tells you what it did, you are connected correctly. If it says it cannot do something, that usually means the action needs a role you do not have, which is covered in the troubleshooting section below. #### Everything your assistant can do You never have to name these. Ask in plain language and the assistant picks the right one. The full list is here so you know what is in reach. Every tool runs as **you**. If you cannot open a case in the portal, neither can the assistant. Messages and requests it sends are attributed to you, exactly as if you had sent them yourself, and the tools marked admin below are unavailable to everyone else. ##### Finding people and cases | Tool | What it does | | --- | --- | | **Find a Client** | Looks a client up by name or email. | | **Find a Team Member** | Looks a staff member up by name or email. | | **Find a Client's Cases** | Goes straight from a person's name to their case or cases. The fastest route for "what is going on with X?" | | **My Account** | Tells the assistant who you are, your role, and your firm, so it never has to ask. | ##### Reading a case | Tool | What it does | | --- | --- | | **Case Summary** | The living AI digest of the matter: status, the liability, coverage and damages picture, what has been done and what it still needs. | | **Case Details** | The structured facts. Status, type, phase, members, plus the incident record and date of injury. | | **Case Documents** | Every document with a one or two sentence note on what matters in it, generated from the document's own text. | | **Case Contacts** | Providers with their treatment status, plus witnesses, adjusters, emergency contacts, insurers and body shops. | | **Case Appointments** | The visit timeline: what is scheduled, what was attended. | | **Case Employment** | Employment records, the basis for a lost wages or lost earning capacity claim. | | **Case Notes** | The client's own running account of the case, newest first. Clients write these; the firm reads them. | ##### Acting on a case | Tool | What it does | | --- | --- | | **Send Message** | Sends a message to a client or a case thread, from you. | | **Send Request** | Sends one of your request templates: intake form, records release, and so on. | | **Create Case** | Creates a case, with an existing client or a new one. | | **Create Appointment** | Schedules a medical visit or a legal calendar event on a case. | | **Invite Client to Case** | Invites a client or staff member to a case. This sends them a text message. | | **Set Treatment Status** | Marks a client treating or released from a given provider. | ##### Running the firm Most of these need an admin role. | Tool | What it does | | --- | --- | | **Update Firm Settings** | Everything under Settings, Organization: name, address, phone, email, website, time zone, office hours, review and payment links, social profiles, brand colors, referral email, custom invite wording, and the [client alert banner](/support/firms/organization-alert). | | **Set Firm Logo and Icon** | Sets them from image URLs, or hands you a direct link to upload your own files. | | **Add Firm Location** | Adds an office, as clients see it. | | **Update Firm Location** | Changes one office. Only the fields you name change. | | **Delete Firm Location** | Removes an office permanently. Ask it to correct a location instead unless the office is genuinely gone. | | **Set Firm FAQs** | Writes the FAQs clients see in the app's help panel. | | **Add Team Member** | Adds a staff member with the role you name. | | **Disable Team Member** | Deactivates a staff member, keeping their record so they can be brought back. | ##### Getting help, and telling us when we get it wrong | Tool | What it does | | --- | --- | | **Search Knowledge Base** | Searches these help articles. | | **Read Help Article** | Reads one in full. | | **Report a Quilia Problem** | Files a bug when the assistant gives you a confidently wrong answer. It strips client details before anything is sent. | ##### For developers | Tool | What it does | | --- | --- | | **List API Endpoints** | Lists everything in the Quilia API. | | **API Call** | A direct call to any endpoint, for the cases the tools above do not cover. | ##### Coming with the next release Two more are built and ship with the next portal update, so they may not answer yet: - **Create Audience**, which builds a saved definition of who a message reaches. - **Create Automation**, which builds the rule itself, so you can set one up by describing it out loud instead of filling in the form. See [Building Automations](/support/firms/building-automations/). #### How to revoke access To disconnect your assistant from Quilia, open the same connector settings panel in the assistant (Claude Desktop, Cursor, Claude Code, ChatGPT) where you added Quilia and remove the connection. Quilia does not have a page that lists connected assistants. If you need a connection cut off and cannot reach the assistant it was made in, email [support@quilia.com](mailto:support@quilia.com). #### Common issues **My assistant says it can connect but the sign-in tab is blank.** Almost always a popup blocker or a browser that intercepted the redirect. Re-try with the popup permission enabled for `mcp.quilia.dev`. **I signed in but the assistant says my session expired right after.** Your assistant got an old session that was issued to a different firm. Disconnect and reconnect from the assistant's settings. The new session will be issued for whichever firm you are currently active in. **I changed firms and the assistant is still pulling data from my old firm.** Same fix. Disconnect and reconnect. The connection is bound to whichever firm you were on at the moment you signed in. **The assistant offered to do something and it failed with a permission error.** The action requires a role you do not have at this firm. Ask your firm administrator to grant the role, or escalate the action to someone who has it. **I do not see Quilia in my assistant's connector list at all.** Your assistant version does not support MCP yet. Update to the latest version. If the option still is not there, the assistant does not yet support MCP and we cannot work around that from our side. #### Privacy and security Quilia uses the same sign-in flow your portal uses. No long-lived API key sits on your laptop. No browser extension is involved. The credential the assistant gets is short-lived, scoped to your firm, and revocable from either side. Every action the assistant takes is logged against your user, the same as an action you took yourself. If your firm has any compliance requirement that needs the connection turned off across the firm, your administrator can disable AI assistant access in firm settings. For the full detail on how Quilia collects, uses, and protects your data, see our [Privacy Policy](/privacy-policy/). For your firm's responsibilities when sending privileged client data to a third-party AI provider, see [Section 8 of our Terms of Service](/terms-service/#connected_applications). #### Get help Stuck on a step? Email [support@quilia.com](mailto:support@quilia.com) with a quick description of what assistant you are using and where you got stuck. We will get you connected. ### Connecting a Calendly Calendar https://www.quilia.com/support/firms/connecting-calendly/ Connecting a Calendly calendar allows clients to schedule phone calls, case reviews, or office visits from the Quilia app. Your firm manages availability in Calendly, and clients book with one tap instead of hunting for a link. #### Connecting Calendly Only a firm admin can connect Calendly and choose calendars. 1. Go to **Settings → Integrations** and select **Calendly**. 2. Select **Connect** and sign in to your firm's Calendly account when Calendly asks. #### Choosing calendars Once Calendly is connected, the **Calendars** section of the Calendly page lists your Calendly event types. Pick one for the firm and, if you like, one for each team member, then select **Save**. - **Firm calendar:** for clients whose case team has no calendar of their own. A round robin event works well here. - **Team members:** each person on your Quilia team is listed. Quilia looks for a Calendly user with the same email address, and when it finds one with exactly one calendar, that calendar is chosen for you. If someone's Calendly uses a different email, pick their calendar from **Other calendars**. Choose **No calendar** for anyone clients should not book directly. Nothing changes until you select **Save**. #### What clients can book Clients book from the Quilia app with a **Book a Meeting** button, which opens the Calendly booking page for the calendar you chose. The available times follow the scheduling rules already set in Calendly. - The **Book a Meeting** button on your firm's page in the app uses the **Firm calendar**. - The **Book a Meeting** button on a team member's profile in the app uses that person's calendar. It only shows for team members who are on the client's case and have a calendar chosen. #### Where bookings show up When a client books an appointment, the event appears immediately on your Calendly calendar and any external calendar (like Outlook or Google Calendar) connected to that Calendly account. ### Connecting Clio to Quilia https://www.quilia.com/support/firms/connecting-clio-quilia/ Connecting Clio to Quilia enables automatic case syncing, document sharing, and streamlined workflows between your practice management system and client communication platform. #### Prerequisites - Quilia admin access - A Clio administrator or user allowed to authorize integrations #### Connection Steps 1. In Quilia, open **Settings → Integrations**. 2. Find **Clio** under Case management and click **Connect**. 3. Sign in to Clio, review the requested permissions, and select **Allow Access**. 4. Return to Quilia and confirm Clio shows **Connected**. #### What Gets Synced ##### From Clio to Quilia - Case/matter information - Client contact details - Case status and updates ##### From Quilia to Clio - Client communication logs - Document uploads - Treatment and pain tracking data #### Initial Import After connecting, click **Manage** next to Clio to map practice areas, configure client access, and review document, office, staff, and subscription settings. To test an existing matter, click **Import Existing Case** at the top of Quilia, paste the Clio matter URL or enter its ID, and review the imported case before inviting the client. #### Troubleshooting - **Connection failed:** Confirm your Clio account can authorize integrations, then retry. - **Case not importing:** Confirm its practice area is mapped to a Quilia case type. - **Sign-in expired:** Open Clio from **Settings → Integrations** and follow the reconnect prompt. ### Connecting MyCase to Quilia https://www.quilia.com/support/firms/connecting-mycase-quilia/ Connect MyCase to Quilia to import cases and contacts, keep case stages in sync, and send Quilia client activity back to MyCase. #### Prerequisites - Quilia admin access - A MyCase administrator account for the firm you want to connect #### Connection Steps 1. In Quilia, open **Settings → Integrations**. 2. Find **MyCase** under Case management and click **Connect**. 3. Sign in to MyCase when prompted and complete the authorization. 4. Return to Quilia and confirm MyCase shows **Connected**. MyCase also lists Quilia under **Integrations & apps**. If you begin there, select **Go to Quilia**, sign in, and finish the connection from **Settings → Integrations**. #### Configure the integration Click **Manage** next to MyCase, then: - Map each MyCase practice area to a Quilia case type - Choose when clients are invited and when access closes - Review activity-sync and note settings - Confirm the required subscriptions are active #### Importing Existing Cases 1. Click **Import Existing Case** at the top of Quilia. 2. Paste the MyCase case URL or enter its case ID. 3. Review the case details and click **Import**. 4. Confirm the case has the expected Quilia case type and client. #### Best Practices - Map practice areas before relying on automatic imports. - Test with one existing case before rolling the integration out to the firm. - Read the [complete MyCase integration setup guide](/support/firms/mycase-integration-quilia-easy-setup-guide/) for sync behavior and troubleshooting. ### Connecting Neos to Quilia https://www.quilia.com/support/firms/connecting-neos-quilia/ Connect Neos to Quilia to bring case and contact data into Quilia and keep client activity connected to the case record. #### Prerequisites - Your firm's Neos company ID - Quilia account with admin access #### Find your company ID Ask your Neos administrator or Quilia onboarding contact for the company ID assigned to your firm's Neos account. Neos and Neostella are separate integrations; these instructions are for **Neos**. #### Connection Steps 1. In Quilia, open **Settings → Integrations**. 2. Find **Neos** under Case management and click **Connect**. 3. Enter your Neos company ID and save. 4. Confirm Neos shows **Connected**. #### Data Mapping Click **Manage** next to Neos to map Neos case types to Quilia case types, choose when clients receive access, and review the available settings and subscriptions. #### Test the connection Click **Import Existing Case** at the top of Quilia, find a Neos case, and confirm its case type and client details before relying on automatic imports. #### Troubleshooting - **Connection failed:** Verify the company ID with your Neos administrator. - **Case not importing:** Confirm its Neos case type is mapped to a Quilia case type. - **Still blocked:** Contact Quilia support with the organization name and Neos company ID. Do not send passwords. ### Connecting Smokeball to Quilia https://www.quilia.com/support/firms/connecting-smokeball-quilia/ Connect Smokeball to Quilia to bring matters and contacts into Quilia and keep client activity connected to the case record. #### Prerequisites - Smokeball account with permission to authorize integrations - Quilia account with admin access #### Connecting to Quilia 1. In Quilia, open **Settings → Integrations**. 2. Find **Smokeball** under Case management and click **Connect**. 3. Sign in to Smokeball and approve Quilia's access. 4. Return to Quilia and confirm Smokeball shows **Connected**. #### Configure the integration Click **Manage** next to Smokeball, then map your matter types, choose when clients receive access, and review the available settings and subscriptions. #### Test the connection 1. Click **Import Existing Case** at the top of Quilia. 2. Find a Smokeball matter and review the imported details. 3. Confirm the matter uses the expected Quilia case type before rolling the integration out to the firm. #### Workflow Tips - Configure case type mappings before relying on automatic imports. - Test one matter before enabling invitation rules broadly. - Reconnect only when Quilia reports that the Smokeball sign-in has expired. #### Support If the connection fails, confirm you used a Smokeball account with authorization permission, then retry from **Settings → Integrations**. Do not send passwords or access tokens to support. ### Creating Effective Case Status Update Templates https://www.quilia.com/support/firms/case-status-update-templates/ #### Why Status Updates Matter Regular case updates are one of the most effective ways to keep clients engaged and reduce "where's my case?" calls. Clients who feel informed are more patient, more cooperative, and more likely to refer others to your firm. Benefits of proactive updates: - Fewer anxious phone calls from clients - Better client cooperation when you need information - Stronger attorney-client relationships - Higher client satisfaction and referrals #### How to Send a Message Open Messages in the sidebar and click Compose. Select recipients, write your subject line, compose your message, and choose when to send. Use the templates below as starting points. #### Status Update Templates Copy these templates and customize them for your clients. Click the copy icon to copy the full template. ##### Template 1: Waiting on Medical Records Use when you've requested records and are waiting for providers to respond. ```plaintext Subject: Update: Requesting your medical records Hi [Client Name], I wanted to let you know where things stand with your case. We've sent requests to [Provider Name] for your medical records. Medical providers typically take 2-4 weeks to respond, so we're waiting on those to come in. What you can do: Keep logging your pain and treatment in the app. This helps us build the strongest case possible. I'll update you as soon as we receive the records. [Attorney Name] ``` ##### Template 2: Records Received, Reviewing Use when medical records arrive and you're reviewing them. ```plaintext Subject: Good news - medical records received Hi [Client Name], We received your medical records from [Provider Name]. I'm reviewing them now to make sure we have everything we need. Next steps: Once I've reviewed everything, I'll either request additional records or begin preparing your demand. If you have any questions, call us at [phone]. [Attorney Name] ``` ##### Template 3: Treatment Still Ongoing Use for periodic check-ins during active treatment. ```plaintext Subject: Checking in on your treatment Hi [Client Name], I wanted to check in and see how your treatment is going. Important reminder: Please continue with your prescribed treatment plan. Gaps in treatment can hurt your case, even if you're feeling better. Keep using the app to track your pain scores and appointments. This documentation becomes evidence for your claim. How are you feeling? Reply and let me know. [Attorney Name] ``` ##### Template 4: Ready to Send Demand Use when you've gathered everything and are preparing the demand letter. ```plaintext Subject: Big milestone - preparing your demand Hi [Client Name], Great news! We've gathered all the documentation we need and I'm now preparing your demand letter. What's a demand letter? It's the formal document we send to the insurance company outlining your injuries, treatment, and what we believe your case is worth. Timeline: I expect to send this within [X] weeks. I'll keep you posted on their response. This is an important step forward in your case. [Attorney Name] ``` ##### Template 5: Demand Sent, Waiting on Response Use after sending the demand to set expectations. ```plaintext Subject: Demand sent - now we wait Hi [Client Name], Your demand letter has been sent to [Insurance Company]. What happens now: Insurance companies typically have 30 days to respond. Sometimes they respond sooner, sometimes they ask for extensions. What you should do: Continue logging any ongoing pain or treatment. Don't talk to the insurance company directly - send them to me. I'll contact you as soon as we hear back. [Attorney Name] ``` ##### Template 6: Settlement Offer Received Use when you receive an offer and need to schedule a call. ```plaintext Subject: Important - settlement offer received Hi [Client Name], We received a settlement offer from [Insurance Company]. I need to discuss this with you. Please call my office at [Phone] to schedule a time to review the offer together. I'll explain the offer, give you my recommendation, and answer your questions. This is your decision to make, and I want to make sure you have all the information you need. [Attorney Name] ``` #### Saving Your Own Templates Create templates for messages you send frequently. Compose your message, click Save as New Template, and give it a name. Next time, click Load Template to use it. #### Using Variables Make templates personal with variables that auto-fill client information. Click Variables in the compose toolbar to insert client name, case type, attorney name, and more. #### Best Practices - Be proactive - Don't wait for clients to ask - Set expectations - If something will take time, say how long - Keep it simple - Avoid legal jargon - End with action - Tell clients what to do next or what to expect #### Need Help? Questions about messaging or templates? Contact Quilia support or check our other messaging guides. ### Creating Message Templates for Common Scenarios https://www.quilia.com/support/firms/creating-message-templates/ Message templates help you maintain consistent, professional communication while saving time. Here are templates for common scenarios. #### New Case Welcome ```plaintext Welcome to {{firm_name}}, {{client_first_name}}! We're honored to represent you. Here's what to expect: [brief outline]. Please upload any accident photos and medical records you have. We'll be in touch within 48 hours with next steps. ``` #### Document Request ```plaintext Hi {{client_first_name}}, we need [specific documents] to move your case forward. Please upload them to the app or let me know if you need help obtaining them. This helps us [specific benefit to their case]. ``` #### Appointment Reminder ```plaintext Reminder: You have a [type] appointment on [date] at [time] with [provider/location]. Please log the visit in your app afterward and let me know how it goes. ``` #### Weekly Check-In ```plaintext Weekly check-in: How are you feeling? Please log your pain levels and any new symptoms in the app. Your consistent tracking is making a real difference in building your case. ``` #### Case Status (No Updates) ```plaintext I wanted to touch base about your case. We're currently [waiting on X / in phase Y]. No action needed from you right now. I'll reach out as soon as there's news. ``` #### Settlement Update ```plaintext Important update: We've received a settlement offer of $X. I'd like to discuss this with you. Please call me at [phone] and we'll set up a time to talk through your options. ``` #### Using Templates Effectively - Personalize with specific case details - Adjust tone based on client relationship - Update templates based on what works Where a template asks the client to do something, link the screen rather than describing it. Every screen in the app has an address — `https://quilia.com/app/symptom-tracker`, `/app/requested-documents`, `/app/missed-times` — and it opens the app for clients who have it and the web for everyone else. The full list is in [Writing Messages Clients Actually Understand](/support/firms/writing-messages-clients-understand/). An address that is not on that list opens the app on Home with no error, so copy them rather than guessing at one. ### CreoRx + Quilia: Prescription Cards for Your Clients https://www.quilia.com/support/firms/creorx-prescription-cards-firm-guide/ CreoRx works with personal injury attorneys to offer medication on lien at 67,000+ pharmacies nationwide with no upfront cost to the client. Quilia connects to CreoRx so your firm can send a client to CreoRx from the case, your clients can ask for a card from the Quilia app, and every client sees their card in the app they already use for their case. This guide explains how the connection is completed, the two ways a card request can start, how existing CreoRx cards link to cases, and where your firm can track them. #### Before you start Your firm signs up with CreoRx directly at [www.creorx.com](https://www.creorx.com/?utm_source=quilia&utm_medium=referral&utm_campaign=support-article&utm_content=firm-guide): click Law Firm Login, then Create your account. CreoRx then issues a key for your firm, and Quilia completes the connection. There is nothing for you to paste in. Using CreoRx is always optional for your firm and your clients. #### Connect your firm Your firm signs up with CreoRx first. Once CreoRx issues your firm's connection key, Quilia completes the connection for you. There are no credentials for your team to enter. After the connection is complete, go to **Settings → Integrations → CreoRx**. Admins can adjust the following: - **Let clients request a card from the app:** Clients without a card see **Request a prescription card** on their Prescriptions screen. For your firm, this lets clients start the process themselves. For the client, they can ask for help paying for prescriptions right when they need it. Each request is sent to CreoRx in your firm's name, and your case manager approves it before CreoRx activates the card. - **Auto-enroll new cases:** Quilia automatically requests a CreoRx card for every new case. For your firm, this saves your team from manually using **Send to CreoRx** for every client. For the client, they get a prescription card in their app automatically. - **Default spend limit:** Sets the starting dollar amount for new cards. For your firm, this caps the initial financial risk on the lien. For the client, their card pays for prescriptions up to this total amount. Once they reach the limit, the card stops paying until your firm raises the limit with CreoRx. Only admins can change these settings. Quilia records who changes them and when. #### Sending a client from their case Open the client's case and go to **Treatment**, then **Prescriptions**. When the case does not have a CreoRx card yet, you will see **Send to CreoRx** next to Add Prescription. Clicking it opens a short form with everything CreoRx asks for, already filled in from the case: - **Legal first and last name, date of birth and date of injury.** CreoRx matches a card to the client on these, so check them against the client's legal documents. A nickname or a typo here is the most common reason a card does not show up in the app later. - **Gender and home address.** CreoRx needs these before it can activate the card. If you leave them out, your case manager enters them in CreoRx when acknowledging the request. - **State of the accident.** Where the accident happened, which is not always the state the client lives in. - **Case manager to approve.** Pick a case manager who has a CreoRx login and the request goes straight to them. Leave it on Let CreoRx route it and CreoRx staff route it first. Any correction you make to the name, dates, gender or address is saved to the client's file in Quilia as well as sent to CreoRx. **What happens next.** Nothing reaches the client yet. CreoRx files the application, your case manager acknowledges it in CreoRx, and CreoRx activates the card, typically within 30 minutes, and sends it to the client. The card then appears in the Quilia app on its own. #### When a client asks from the app If you have client requests switched on, a client without a card can tap **Request a prescription card** on their Prescriptions screen. They confirm their legal name, date of birth and date of injury first, and any correction is saved to their file. The request then goes to CreoRx exactly as if you had sent it, and your case manager acknowledges it the same way. Quilia's assistant also points clients to that screen when they bring up trouble paying for prescriptions. #### Clients who already have a CreoRx card Some clients enroll with CreoRx directly, before or outside Quilia. Once a day Quilia checks CreoRx's list of your firm's active cards and matches each one to a case by the client's name, mobile number and date of injury, then asks CreoRx to confirm the client's date of birth. A matched card appears in that client's app with nothing for you to do. If a card does not match, it is almost always because the name or date of injury in Quilia differs from what CreoRx has. Correcting it in Quilia lets the next day's check find it. #### Keeping track **On the case.** A client's **Prescriptions** tab shows their CreoRx card with its status and when it last changed. An active card shows the numbers a pharmacist asks for. The status tells you where it stands: - **Needs acknowledgment**: waiting on your case manager in CreoRx. - **In review**: CreoRx is reviewing it. - **Invited**: waiting on the client to finish CreoRx's sign-up. - **Active**: the client has a working card. - **Not linked**: CreoRx has a card that looks like this client's, but the date of birth does not match the one in Quilia. **Across the firm.** Admins see a **CreoRx** link in the sidebar. It lists every client with a card or a request in progress, clients who need acknowledgment first, and every prescription filled on a CreoRx card. **Filled prescriptions.** When a client fills a prescription on their CreoRx card, it is added to their prescription list in Quilia with the date it was filled, marked with the CreoRx icon. #### Common questions **The Send to CreoRx button is not showing.** It only appears when CreoRx is connected for your firm and the case does not already have a CreoRx card or request. **A client says they have a card, but it is not in the app.** Check that their legal name and date of injury in Quilia match what they gave CreoRx. The daily check will link the card once they do. **Can we stop clients from requesting cards in the app?** Yes. Turn off **Let clients request a card from the app** under **Settings → Integrations → CreoRx**. Your team can still use **Send to CreoRx** on an individual case, and cards that are already active stay active. ### Custom Symptoms https://www.quilia.com/support/firms/custom-symptoms/ By default, clients see a standard list of symptoms to choose from when logging how they feel in the Quilia app. The Custom Symptoms feature allows your firm to change that list by adding specialized symptoms or hiding standard ones. You can manage a global list for the entire firm or set specific lists for different case types. When clients open the symptom tracker in the app, they will only see the options your firm has chosen. #### Turning on custom symptoms Before you can edit the symptom list, an administrator must turn the feature on for the firm. 1. Go to **Settings** and select **Features**. 2. Find the **Custom Symptoms** switch and turn it on. Turning this switch on adds a new **Symptoms** tab to your Settings menu. #### Managing the firm symptom list Once the feature is on, you can update the firm master list of symptoms. 1. Go to **Settings** and select **Symptoms**. 2. To hide a symptom, find it in the list and turn the switch off. Clients will no longer see it as an option in the app. 3. To add a single symptom, click **Add one at a time**. Enter the symptom name and select a **Category**. 4. To add many symptoms at once, click **Import from a document**. This allows you to upload a document containing your firm list of symptoms. #### Setting symptoms by case type You can also choose which symptoms appear based on the type of case. This is useful if you want to show different symptoms for a vehicle accident than you would for a workers compensation case. 1. Go to **Settings** and select **Case Types**. 2. Click on a specific case type in the list. 3. Click the **Symptoms** tab at the top of the case type settings. 4. Use the switches to show or hide specific symptoms for this case type. Clients assigned to this case type will now see this customized list when they log their symptoms in the app. ### Enabling Document Sharing With Clients https://www.quilia.com/support/firms/enabling-document-sharing/ Document sharing lets your legal team send a file to a client from the case-management system you already use. Add the file to your integration's Quilia folder, and Quilia delivers it to the matching client's Documents view. The file is read-only for the client, runs through Quilia's normal document analysis, and is marked **Shared by your legal team**. Clients also receive a notification when a new shared document arrives. #### Before you start - Your case-management system is connected to Quilia. - You have administrator access to the Quilia Portal. - The case and client already exist in Quilia and are matched to the case-management record. #### Turn on document sharing 1. Open the Quilia Portal. 2. Go to **Settings > Integrations**. 3. Open the integration you want to configure. 4. Under **Settings**, turn on the option to share documents with clients (for example, **Share Filevine documents with clients**). 5. Save the setting if Quilia asks you to confirm it. Document sharing is off by default and is enabled separately for each firm integration. #### Add a document for a client 1. Open the matching case or matter in your case-management system. 2. Add the file to that integration's Quilia folder. 3. Leave the file in place while Quilia imports it. The shared folder name is shown in the integration's **Configuration → Documents** section. Use the folder Quilia identifies there rather than creating a new folder with a different name. New files added after sharing is enabled are picked up automatically. Existing files are not changed just because the setting was enabled. #### What the client sees The file appears in the client's **Documents** view. It is labeled **Shared by your legal team**, and the client can view or download it without editing or deleting the original file in your case-management system. Quilia also analyzes the document using the same document-processing flow used for other case files. The client receives a notification when the shared document becomes available. #### If the file does not appear Check these in order: - Document sharing is enabled for the correct integration: go to **Settings > Integrations**, open your integration, and check the **Settings** section. - The file is in the folder named in that integration's **Configuration → Documents** section. - The matter is connected to the correct Quilia case and client. - The file has finished uploading in your case-management system. If those are correct and the file still does not appear, contact Quilia support with the case name, integration, filename, and approximate upload time. #### Related articles - [Document Management](/how-it-works/document-management/) - [Connecting Clio to Quilia](/support/firms/connecting-clio-quilia/) - [Connecting Filevine to Quilia](/support/firms/connecting-filevine-quilia/) - [Connecting CasePeer to Quilia](/support/firms/casepeer-integration-quilia-easy-setup-guide/) ### Encouraging Clients to Document Pain Levels https://www.quilia.com/support/firms/encouraging-pain-documentation/ Consistent pain documentation creates powerful evidence for personal injury claims. This guide shows you how to encourage clients to track their symptoms. #### Why Pain Tracking Matters Daily pain logs provide objective evidence of ongoing suffering that medical records alone cannot capture. Insurance adjusters and juries respond to detailed, consistent documentation. #### Key Points to Communicate - Pain levels can fluctuate - capturing the range matters - Documentation shows the true impact on daily life - Consistent tracking demonstrates credibility - It takes just 30 seconds per day #### Sample Onboarding Message "One of the most important things you can do for your case is log your pain levels daily in the app. Rate your pain 1-10 and note what activities it affects. Even on good days, please log - showing the ups and downs strengthens your case." #### Reminder Messages For clients who haven't logged recently: "I noticed you haven't logged pain levels this week. I know it's easy to forget, but this documentation is crucial for your case. Can you take 30 seconds to update the app?" #### Celebrating Compliance Positive reinforcement works: "Great job keeping up with your pain logs! Your consistent documentation is building a strong record for your case." ### End of Treatment Communication Templates https://www.quilia.com/support/firms/end-of-treatment-templates/ When clients finish treatment, it's a major milestone. Use these templates to communicate next steps clearly. #### Treatment Complete - Initial > Great news: Your doctor has released you from treatment. This is an important milestone - it means we can now move forward with your demand. Over the next few weeks, I'll gather all your records, calculate your damages, and prepare a demand letter for the insurance company. #### Record Gathering > I'm now collecting all your medical records and bills. This typically takes 2-4 weeks. While I do that, please: 1) Let me know if you have any ongoing symptoms, 2) Note any activities you still can't do, 3) Keep tracking pain levels if symptoms continue. #### Final Impact Questions > Before I finalize your demand, I want to make sure I capture everything. Please answer: 1) Do you have any ongoing pain or limitations? 2) What activities can you no longer do or enjoy? 3) How has this affected your work? 4) How has this affected your relationships and mood? 5) Any other ways this accident has impacted your life? #### Records Received > Good news - I've received all your medical records. Your treatment included: [summary]. Total medical expenses: $[amount]. I'm now preparing your demand letter with a target of sending it within [timeframe]. #### Demand Ready to Send > Your demand letter is ready. We're requesting $[amount], which includes: medical expenses ($X), lost wages ($Y), and pain/suffering ($Z). I'd like you to review the factual summary before I send. Can you confirm the details are accurate? [attach draft or summary] #### Demand Sent > Your demand letter was sent today. The insurance company has 30 days to respond. Most likely outcomes: 1) They make a counter-offer (most common), 2) They accept our demand (rare), 3) They deny/low-ball (we'll negotiate). I'll contact you immediately when we hear back. #### Tips - Send these at appropriate intervals, not all at once - Personalize with specific treatment details - Be available for questions during this transition ### Example Phase Messages You Can Copy https://www.quilia.com/support/firms/example-phase-messages/ Most firms start from a blank box and write something that announces what the firm just did. That reads fine on the day you write it and badly six months later, when the phase gets set three weeks after the thing it describes. This page is a complete set that avoids that. Copy any of it. Swap in your phone number and change the wording until it sounds like your firm. Every message here follows the rules in [Writing Messages Clients Actually Understand](/support/firms/writing-messages-clients-understand/). The most important one: **describe the stage, not the moment.** A phase message tells you that someone moved a case into a bucket with that name. It does not tell you when the underlying event happened, or which step inside that phase is finished. #### How to use these Replace `(555) 555-5555` with the number a client should actually call. Replace `{{client_first_name}}` only if your system uses a different token. Each message assumes one thing about your setup, which is that the client can reach a person by phone. If your firm answers questions in the app instead, swap the closing line for that. Do not leave a bare phone number with no explanation of what happens when they call it. Where a message references an app screen by name, check that the screen is turned on for your firm first. Pointing a client at something they cannot see is worse than being vague. #### Onboarding **Subject:** Welcome to your case > Welcome, \{\{client_first_name\}\}. Your case is open and we are on it. > > You pay us nothing unless we win. There is no bill coming. > > Two things would help us right now. If you took any photos at the scene, add them in the app. And add the doctors you have already seen, so we know where to request records. > > The most important thing you can do from here is go to every appointment your doctors recommend. > > Call (555) 555-5555 any time and we will put you through to your case manager. Full guidance: [What to Say in an Onboarding Phase Message](/support/firms/onboarding-phase-messages/). #### Treatment **Subject:** Your case is in the treatment phase > Right now, the most valuable work on your case is the work you are doing at your appointments. Your treatment and your case are the same thing. > > Two things help more than anything else. Go to every appointment your doctors recommend. And tell them exactly how you feel, including the bad days. If it is not in your medical records, we cannot use it later. > > In the app, please log how you are feeling a few times a week and add each doctor you see. It takes about a minute. > > When your doctors say you are as healed as you are going to get, we gather your records and move to the next step. > > Call (555) 555-5555 any time and we will put you through to your case manager. Full guidance: [What to Say in a Treatment Phase Message](/support/firms/treatment-phase-messages/). #### Gathering records **Subject:** We're collecting your records > This is the stage where we collect every medical record and bill from every place you were treated. It is the slowest part of the process, because providers take weeks to send them. > > You do not need to chase anyone. Two things help. If a bill or receipt arrives in the mail, add it in the app. And if you see a new doctor, add them to your Doctor List so we know to ask for those records too. > > If you are still treating, keep going to your appointments. > > Call (555) 555-5555 any time and we will put you through to your case manager. #### Demand **Subject:** Your case is in the demand stage > A demand is the letter we send the insurance company. It tells them what happened, what you have been through, and what we believe your case is worth. > > Before it can go out, we need every medical record and bill from every provider you have seen. That usually takes a few weeks and is the slowest part of the process. > > Two things would help. Tell us about anything you used to do that you cannot do now. And add any costs you paid yourself in the app, including prescriptions and mileage to appointments. > > After the letter goes out, the insurance company has time to respond, and their first answer is rarely their last. > > Call (555) 555-5555 any time and we will put you through to your case manager. Note what this does not say. It does not say the demand has gone out, because the phase does not tell you that, and plenty of firms set this phase while the client is still treating. Full guidance: [What to Say in a Demand Phase Message](/support/firms/demand-phase-messages/). #### Negotiation **Subject:** Your case is in the negotiation stage > This is the stage where a number gets worked out with the insurance company. Their first offer is usually not their best one, so there is normally some back and forth. > > Nothing gets accepted without your say-so. That decision is always yours. > > One thing worth knowing early: the total number is not the amount you take home. Your medical bills get paid back out of it, along with our fee. We will show you the full breakdown before you agree to anything, so there are no surprises. > > Please do not talk to the other side or their lawyer. If they contact you, tell them to speak with us. > > If a new bill arrives in the mail, add it in the app or call (555) 555-5555 and we will put you through to your case manager. This is the right place for the settlement explainer video, not the settlement message itself. Nobody reads about how bills come out of their money while they are celebrating. #### Underinsured motorist **Subject:** Your case is in the UIM stage > This stage means the other driver's insurance has paid all it can, and we are now turning to your own car insurance to cover the rest. > > That coverage is called Underinsured Motorist, or UIM. It is part of your own policy, and using it does not mean you did anything wrong. It exists for exactly this situation, when the other driver did not carry enough insurance. > > You do not need to do anything right now. We are putting together what your insurance company needs, and we will ask if anything is missing. Keep focusing on getting better. > > Call (555) 555-5555 any time and we will put you through to your case manager. #### Litigation **Subject:** Your case is in the litigation stage > Your case is now in the litigation stage. This is the part of the process that goes through the court. It is a normal step, and it does not mean anything has gone wrong. > > It usually means we could not reach a fair number with the insurance company, so we are asking the court to move things along. Most cases still settle without a trial. > > This part takes several months. At some point the other side may ask you questions about the accident and your injuries. If that happens, we will sit down with you well beforehand and walk through what to expect. You will not go into anything cold. > > Two things help. Tell us right away if your phone number or address changes. And please do not post about your injury or your case on social media, including photos of activities. Insurance companies do look. > > Call (555) 555-5555 any time and we will put you through to your case manager. Two lines here do most of the work. "Most cases still settle without a trial" is the most reassuring true thing you can say at this stage, and clients almost never know it. The social media warning covers the client behaviour most likely to damage a case. Full guidance: [What to Say in a Litigation Phase Message](/support/firms/litigation-phase-messages/). #### Settlement **Subject:** Your case has settled > Your case has settled. A number has been agreed with the insurance company, and the fighting part is over. We worked hard to get here for you. > > Settling is not the last step, so here is what is left. There is paperwork to sign. The insurance company has to send the funds. Then the bills that get paid back from your settlement are taken care of, along with our fee. Then your money goes to you. > > That takes weeks rather than days. We cannot promise a date, because the insurance company controls when the funds arrive. > > We will walk you through the full breakdown before anything is paid out, so you will see exactly where every dollar went. > > Call (555) 555-5555 any time and we will put you through to your case manager. Only use this wording if your settlement phase genuinely means an agreement was reached. If your phase fires when an offer arrives, say that instead. Telling a client you settled when an offer merely landed is the most damaging mix-up in this stage. Full guidance: [What to Say in a Settlement Phase Message](/support/firms/settlement-phase-messages/). #### Ready to disburse **Subject:** Getting your money ready > This is the stage where we get your money ready to send you. > > Before it can go out, the bills that get paid back from your settlement have to be taken care of, along with our fee and case costs. We work to get those bills reduced wherever we can, because every dollar we save there is a dollar that reaches you. > > We will go over the full breakdown with you before anything is paid out. You will see every number. > > You do not need to do anything right now. If we need a signature, we will call. If a new bill arrives in the mail, call (555) 555-5555 and we will put you through to your case manager. Note the absence of the word "disbursement," and of "lien." Both are terms your client has no reason to know. "When we send you your money" and "bills that get paid back from your settlement" say the same thing to someone reading it on a phone. #### Closing **Subject:** Thank you > Thank you for trusting us with your case, \{\{client_first_name\}\}. We know how long this took and how much of it fell on you. > > A couple of things worth doing. Keep any paperwork from your case and your medical records somewhere safe. If you ever need something from your file, call and ask. > > If a bill from this accident turns up later, or you hear from a collections agency about it, call us at (555) 555-5555 before you pay anything. That is what we are here for. > > If there is anything you still need from us, this is an easy time to ask. > > The Quilia app stays on your phone. You will still find our details there and everything we sent you, and you can send someone our way any time. > > It has been a privilege working with you. If you ever need us again, or someone you care about does, we are here. The best version of this message never mentions closing. You cannot tell from the phase whether the client has actually been paid, and "your case is now closed" undoes a year of goodwill for anyone still waiting on their money. Make it a thank-you letter and it lands correctly either way. Consider sending the review request as a separate message a week or two later, rather than attaching it to this one. Full guidance: [What to Say in a Case Closure Phase Message](/support/firms/case-closure-phase-messages/). #### One message per phase is usually not enough Every example above fires once, shortly after the phase changes. That is the right place to start and the wrong place to stop. The phases clients spend the longest in are the ones where silence does the most damage. Treatment can run a year. Litigation can run longer. A single message on day one does nothing for the client wondering in month four whether anyone is still working on their case. Where a second or third message earns its place: - **Treatment** at day 1, day 30, and day 90 - **Litigation** at day 1, day 60, and day 120 - **Demand** with a follow-up around day 30, because the wait for a response is the part that feels like nothing is happening - **Closing**, with the review request separated out by a week or two Start with one per phase. Add the follow-ups once the first set is live and you can see which stages generate the most "any update?" calls. ### Explaining Medical Bills to Clients https://www.quilia.com/support/firms/explaining-medical-bills-clients/ Medical bills confuse most clients. Clear communication helps them understand how bills affect their case. #### When Bills Arrive > I see you received a bill from [Provider] for $[amount]. Please upload it to the app but DO NOT PAY IT yet. Medical bills are part of your case and may be negotiated or paid from your settlement. #### Explaining the Process > Quick explanation about medical bills: We track all your bills as part of your case. At settlement, medical providers are typically paid from the settlement funds. You don't need to pay out of pocket right now. #### Collection Notices > If you receive collection notices about medical bills, please forward them to me. I can often contact providers to explain there's a pending legal case. Don't stress about these - we'll handle them. #### Bills vs. Settlement > I want to make sure you understand: Your medical bills total $[amount], but that doesn't limit your settlement. We're also seeking compensation for pain/suffering, lost wages, and future medical needs. Bills are just one piece. #### Out-of-Pocket Expenses > Have you paid anything out of pocket? Please track all expenses: prescription copays, medical equipment, parking at appointments, etc. We can often include these in your claim. #### Key Points to Communicate - Don't pay bills without consulting first - Upload all bills to the app - Bills don't limit settlement value - Track all out-of-pocket expenses - Collection notices can be handled ### Explaining Settlement Offers to Clients https://www.quilia.com/support/firms/explaining-settlement-offers/ When a settlement offer arrives, clear communication helps clients make the best decision for their situation. #### Initial Notification Let clients know promptly when an offer comes in: "Good news - we've received a settlement offer on your case. I want to review it with you in detail. Can we schedule a call this week, or would you prefer I send a detailed breakdown via message?" #### Breaking Down the Offer Explain the numbers clearly: - Gross settlement amount - Medical bill deductions - Attorney fees - Net amount to client #### Providing Your Recommendation Be direct but let the client decide: "Based on your injuries and the evidence we have, I believe this offer is [fair/low/reasonable]. Here's why: [specific reasons]. Ultimately, this is your decision - I'm here to advise and support whatever you choose." #### Responding to Questions Common client questions to prepare for: - "Is this the best we can do?" - Explain negotiation potential - "How long if we don't accept?" - Outline trial timeline - "What would you do?" - Share professional opinion #### Documenting the Decision Whatever the client decides, confirm in writing: "Per our conversation, you've decided to [accept/reject] the offer of $X. I'll proceed accordingly and keep you updated on next steps." ### Explaining the Demand Letter Process https://www.quilia.com/support/firms/explaining-demand-letter-process/ The demand letter is a major milestone. Proper client education prevents anxiety and unrealistic expectations. #### What is a Demand Letter? > A demand letter is a formal document I send to the insurance company that tells your story and requests compensation. It includes: how the accident happened, your injuries and treatment, how this has affected your life, your medical bills and lost wages, and the amount we're demanding. #### Before Sending > Before I send the demand, I'll share a draft with you. You'll have a chance to correct any factual errors and add anything I missed about how this injury has impacted your life. Your input makes the demand stronger. #### The Amount > We're demanding $[X]. This is our opening position - it accounts for your medical bills, lost wages, pain and suffering, and future needs. The insurance company will likely counter with less. That's normal negotiation. #### After Sending > Now we wait. The insurance company typically has 30 days to respond. They may: accept our demand (rare), make a counter-offer (most common), or deny the claim (we'll discuss next steps). I'll contact you immediately when we hear back. #### Managing Expectations > I want to be realistic: first offers are almost always too low. Don't be discouraged - it's a negotiation. Most cases settle without going to court, but it takes patience. I'll fight for every dollar you deserve. #### Client Questions to Anticipate - "Why is it taking so long?" - Records collection takes time - "Can't we ask for more?" - Explain how you calculated the demand - "What if they say no?" - Outline litigation as an option ### Exporting Medical Providers from Filevine https://www.quilia.com/support/firms/filevine-exporting-medical-providers/ Exporting your **medical providers from Filevine** gives your clients an accurate, ready-to-use rolodex of trusted providers. Instead of relying on outside tools like Google APIs, which can be incomplete or inaccurate, you can generate a clean, reliable list directly from your firm’s Filevine account. This step-by-step guide shows you how to build and export that provider list to Excel so your clients always have the right options at their fingertips. #### Step 1: Open Report Builder in Filevine Navigate to **Report Builder** in your Filevine interface. #### Step 2: Select Report Choose **Marketing List** as the report type. #### Step 3: Set Up Columns - Remove unnecessary fields like *Address 1*. - Add the following fields: - **Company Name** - **Full Name** - **Email 1** - **Phone 1** - **Address 1 Line 1** - **Address 1 Line 2** - **Address 1 City** - **Address 1 State** - **Address 1 Zip** - Review the other options, if there are any other fields you think would help, include those as well. #### Step 4: Choose Criteria - Add a filter for **Contact Type: A Contact Type**. - Set the filter to **Medical Provider**. #### Step 5: Run Report - Execute the report by clicking **Run Report**. - Confirm it has the list of your Medical Providers. #### Step 6: Save/Export - Click “Save/Export” in the progress bar. - Export for… **Excel.** #### Step 7: Send the Report - Email or otherwise send the exported Excel document. #### Video Tutorial #### Why This Matters By exporting medical providers directly from Filevine, you are: - Giving clients an accurate rolodex of trusted providers. - Avoiding errors or outdated info from third-party tools like Google APIs. - Saving time for staff by pulling clean data straight from your case management system. This ensures your clients can quickly choose the right providers while your firm maintains better control of case data. ### Fixing Message Delivery Issues https://www.quilia.com/support/firms/fixing-message-delivery-issues/ If clients report not receiving messages, follow these steps to diagnose and resolve the issue. #### Check Message Status 1. Go to Messages > Sent 1. Find the specific message 2. Check the delivery status icon Status meanings: - ✓ Sent: Left our servers - ✓✓ Delivered: Reached client's device - Blue ✓✓ Read: Client opened the message - ⚠ Failed: Delivery unsuccessful #### Common Causes ##### Client-Side Issues - App not installed or updated - Notifications disabled on device - Phone number changed - Email bouncing ##### System Issues - CMS sync delay - Contact information mismatch - API connection interrupted #### Resolution Steps ##### For App Messages 1. Verify client has latest app version 2. Check notification settings in client profile 3. Confirm phone number is correct 4. Try resending the message ##### For Email 1. Check email bounce reports 2. Verify email address is correct 3. Check spam folder with client #### When to Contact Support Reach out if: - Multiple clients affected simultaneously - Messages stuck in "Sending" status - Integration sync appears broken ### Following Up on Unanswered Messages https://www.quilia.com/support/firms/following-up-unanswered-messages/ Sometimes clients don't respond. Here's how to follow up effectively without being pushy. #### Before Following Up Consider why they might not have responded: - Message was overlooked - Life got busy - They're unsure how to respond - They're waiting on something - They're avoiding a difficult topic #### Follow-Up Timeline - First follow-up: 2-3 days after original - Second follow-up: 5-7 days after first - Phone call: If still no response #### Follow-Up Message Examples ##### Gentle Reminder "Hi \{\{firstName\}\}, just checking that you saw my message from [date]. Let me know if you have any questions!" ##### Emphasizing Importance "Following up on my earlier message about [topic]. This is important for your case because [reason]. Can you please respond when you have a moment?" ##### Offering Alternatives "I haven't heard back about [request]. If this is difficult to complete, let me know and we can discuss alternatives." #### When to Escalate If a client remains unresponsive after multiple attempts: - Try a different channel (CaseChat if using messages, or vice versa) - Call the client directly - Send a letter if required #### Prevention Set clear expectations during onboarding about response timelines and the importance of communication. ### Frequently Asked Questions: CaseChat https://www.quilia.com/support/firms/faq-casechat/ #### Is CaseChat secure and confidential? Yes. CaseChat uses end-to-end encryption and complies with attorney-client privilege requirements. Messages are stored securely and accessible only to authorized case participants. #### Can clients send photos and documents through CaseChat? Yes. Clients can attach photos, PDFs, and other documents directly in CaseChat. Files are automatically added to the case document folder for easy access. #### Do messages sync with our CMS? CaseChat integrates with supported CMS platforms. Message history can be synced as case notes, depending on your integration settings. #### Can multiple staff members participate in CaseChat? Yes. Case team members with appropriate permissions can view and respond to CaseChat conversations. Clients see responses from the firm without needing to track individual staff. #### What happens if a client sends a message after hours? Messages are delivered whenever sent. You can configure auto-responses for after-hours messages to set client expectations about response times. #### Can I export CaseChat history? Yes. Go to the case, open CaseChat, and select "Export Conversation" to download a PDF or text file of the complete message history. #### Do clients get notified of new messages? Yes. Clients receive push notifications on their mobile devices when you send a message. They can adjust notification preferences in app settings. ### Getting Started with MyCase Integration https://www.quilia.com/support/firms/getting-started-with-mycase/ You've successfully connected MyCase to Quilia - now what? This guide walks you through how the integration works and what you can expect now that your systems are linked. #### How the Integration Works Once connected, Quilia and MyCase work together automatically. Here's what happens: ##### New Cases Sync Automatically When you create a new case in MyCase, it automatically appears in Quilia within moments. You don't need to manually import anything - the integration uses webhooks to stay in sync in real-time. **What syncs from MyCase to Quilia:** - Case name and details - Client contact information - Case type (practice area) - Case stage/phase - Assigned staff members ##### Importing Existing Cases For cases that existed in MyCase before you connected Quilia, you'll need to import them manually. There are two easy ways to do this: **Option 1: Import from MyCase (Recommended)** With the Quilia Portal open, importing is simple: 1. Navigate to the case in MyCase 2. Copy the URL in the top browser bar 3. Open the Portal 4. Click **Import Existing Case** 5. Paste the URL from MyCase 6. That's it! The case is now in Quilia. This is the fastest way to import cases as you work through your existing caseload. **Option 2: Import from the Chrome Extension Panel** You can also import by clicking the Quilia extension icon in your browser toolbar. If the case isn't in Quilia yet, you'll see an Import button. ##### Client Activity Flows Back to MyCase This is where Quilia really shines. When your clients use the Quilia app to track their case progress, that activity automatically syncs back to MyCase as case notes. **Activity that syncs to MyCase:** - Pain scores and daily logs - Treatment appointments - Document uploads (injury photos, medical records, etc.) - Case journal entries - Profile updates - Messages opened/read The sync runs frequently, so new client activity usually reaches MyCase within a few minutes. ##### Documents Sync Automatically When clients upload documents through the Quilia app - whether it's injury photos, medical records, or repair estimates - those files automatically upload to a dedicated Quilia folder in your MyCase case documents. #### Understanding Case Notes Quilia creates detailed, well-formatted notes in MyCase. Each note includes: - Activity type (pain score, appointment, document upload, etc.) - Timestamp of when the activity occurred - Client name who performed the action - Relevant details (score values, provider names, descriptions) - Attachments when applicable (linked to uploaded documents) ##### Note Modes Quilia offers two ways to organize notes in MyCase: **Multiple Note Mode (Default)** - Each activity creates a separate note - Best for: Granular timestamps, easy filtering by activity type **Single Note Mode** - All activity consolidates into one master note per case - The note updates and moves to the top of your notes list - Best for: Reducing note clutter, seeing all activity in one place You can configure your preferred mode in the integration settings. #### What to Tell Your Clients Once connected, your clients can start using the Quilia app immediately. Here's what they should know: 1. Download the app - They'll receive a text message with download instructions 2. Log their progress - Pain levels, appointments, treatment notes 3. Upload documents - Photos, medical records, anything case-related 4. Stay in touch - Use CaseChat for real-time communication Everything they do in the app automatically syncs to their MyCase file - no extra work required from your team. #### Configuring Your Integration To adjust how the integration works, navigate to **Settings → Integrations** and click **Manage** next to MyCase. From here you can: - Map case types - Match MyCase practice areas to Quilia case types - Configure client access - Choose when clients are invited and when access ends - Adjust settings - Choose how client activity syncs back to MyCase - Manage subscriptions - View and manage webhook connections #### Common Questions ##### How quickly do cases sync from MyCase? Cases sync in real-time via webhooks. New cases appear in Quilia within seconds. ##### How often does client activity sync back to MyCase? Activity usually reaches MyCase within a few minutes. ##### What if I already have cases in MyCase? Just click the "Import Existing Case" button when viewing any case in MyCase. The Quilia extension adds this button for easy importing. ##### Can I choose what syncs to MyCase? Currently, all client activity syncs automatically. This ensures your case files stay complete. ##### Will this affect my existing MyCase workflow? No - Quilia adds information to your cases but doesn't modify or delete anything you've already created. #### Next Steps - Install the Quilia Case Connect Extension for easy case importing - Review your case type mapping to ensure practice areas match correctly - Set up phase messages to automate client communication ### Guide for Legal Staff https://www.quilia.com/support/firms/guide-for-legal-staff/ The **Quilia app** helps clients stay engaged and ensures your firm always has accurate, up-to-date case information. This guide explains how legal staff can monitor client status, encourage engagement, and make the most of Quilia’s automated tools. #### Monitoring Client Status Client status is automatically updated in your case management system and can also be viewed in the Quilia portal. - **Active**: The client has logged into the app. - **Pending**: The client has not yet logged into the app. Use whichever system you prefer — everything stays synced automatically. #### Encouraging Client Engagement Clients get the most value from Quilia when they regularly update their case information in the app. Encourage them to follow the built-in prompts to keep their case file complete. **Examples of what clients can add:** - Case journal updates - Pain scores - Doctor appointments - Prior injuries - Wage loss **Sample messages to send clients:** - “Hi [Client’s Name], great to see you’re active on the Quilia app! Could you please update your case journal and add any recent pain scores?” - “Hello [Client’s Name], don’t forget to log your doctor appointments and any wage loss in the Quilia app. It’s crucial for your case.” #### Automated Messaging If **phase messages** are enabled, clients automatically receive updates when their case phase changes in your case management system. - Messages are sent the morning after a phase change. - If multiple changes happen in one day, only the most recent phase triggers a message. This keeps clients informed without adding work for your team. #### Regular Monitoring The Quilia portal provides an alternate view of client data, but it is not necessary to check it daily. Since all client updates sync back to your case management system, you’ll always have the latest information at your fingertips. ✅ **Tip for Staff:** The earlier you encourage clients to engage with the app, the stronger their case documentation will be. Even simple updates like pain scores and appointment logs make a big difference in case outcomes. ### Guiding Clients Through Spinal Injury Documentation https://www.quilia.com/support/firms/spinal-injury-documentation/ Spinal injuries often involve significant damages. Comprehensive documentation supports maximum recovery. #### Key Documentation Points - All imaging results (MRI, CT, X-ray) - Specialist consultations - Surgical recommendations - Physical therapy progress - Medication changes - Mobility limitations #### What Clients Should Track 1. Daily pain location and intensity 2. Activities they can no longer do 3. Sleep quality and position issues 4. Numbness, tingling, or weakness 5. Medication side effects #### Communication Approach For spinal injuries, increase check-in frequency: - Weekly status updates - Post-appointment follow-ups - Pre-surgery support messages - Recovery milestone acknowledgments #### Template: Pre-Surgery Check-In > \{\{client\_first\_name\}\}, We know you have surgery scheduled for \{\{surgery\_date\}\}. If you have any questions or concerns beforehand, we're here for you. After surgery, focus on recovery - we'll check in with you. Wishing you a smooth procedure. #### Template: Post-Surgery Follow-Up > Hi \{\{client\_first\_name\}\}, How are you feeling after your surgery? When you're ready, please upload any discharge instructions or follow-up appointment information. Take your time recovering. ### Guiding Clients to Upload Accident Photos https://www.quilia.com/support/firms/guiding-accident-photo-uploads/ Photos are powerful evidence in personal injury cases. Help your clients capture and share the right images. #### Essential Photos to Request ##### Vehicle Damage - All angles of damage to client's vehicle - Close-ups of impact points - Interior damage (airbag deployment, broken glass) - Odometer reading ##### Scene Documentation - Intersection or accident location - Traffic signs and signals - Road conditions - Weather conditions ##### Injuries - Visible injuries immediately after accident - Progression of bruising over days - Medical devices (braces, casts, crutches) #### How to Request Photos "Hi \{\{firstName\}\}, photos are crucial evidence for your case. Please upload to the app: 1) All vehicle damage photos, 2) Any photos of the accident scene, 3) Photos showing your injuries. The more documentation, the stronger your case." #### Tips - Request photos as soon as possible after the accident - Remind clients that phone timestamps are valuable - Encourage ongoing injury documentation ### Handling Client Complaints Professionally https://www.quilia.com/support/firms/handling-client-complaints/ Client complaints, while uncomfortable, are opportunities to demonstrate professionalism and strengthen relationships. #### Common Complaints - "I never hear from you" - Communication frequency - "This is taking forever" - Timeline frustration - "Why is the offer so low?" - Outcome disappointment - "I don't understand what's happening" - Confusion #### Response Framework ##### 1. Acknowledge Show you hear them without being defensive. ##### 2. Apologize (if appropriate) Even "I'm sorry you're frustrated" validates their feelings. ##### 3. Explain Provide context without making excuses. ##### 4. Action Tell them what you'll do differently. #### Example Responses ##### Communication Complaint > I hear you - you haven't been getting enough updates, and that's frustrating. I apologize for the gap in communication. Your case has been progressing, but I should have kept you informed. Going forward, I'll send weekly updates even when there's no major news. You deserve to know what's happening. ##### Timeline Complaint > I understand your frustration with the timeline. Honestly, these cases take longer than anyone wants, and I wish I could speed it up. Here's what's happening: [specific status]. I'm pushing as hard as I can. I'll give you a realistic timeline update by [date]. ##### Outcome Complaint > I can see you're disappointed with where we are. Let me explain why I still believe in your case: [reasons]. Here's my plan to improve our position: [strategy]. I'm fighting for you, and I won't stop until we've exhausted every option. #### Prevention - Proactive updates prevent most complaints - Set realistic expectations early - Ask "Do you have any concerns?" regularly ### Handling Difficult Client Conversations https://www.quilia.com/support/firms/handling-difficult-conversations/ Not every conversation is easy. Here's how to handle the tough ones professionally and effectively. #### Delivering Bad News ##### Structure 1. Prepare them: "I have some difficult news to share" 2. Deliver clearly: State the facts simply 3. Explain impact: What this means for their case 4. Provide path forward: Next steps and options > I need to share some disappointing news. The insurance company has denied liability, claiming [reason]. This doesn't end your case - it means we'll need to [next steps]. I know this is frustrating, but we have options. #### Managing Unrealistic Expectations > I understand you're hoping for $[amount], and I wish I could promise that. Based on similar cases, a realistic range is $[X-Y]. I'll fight for every dollar, but I want to be honest about what's achievable. #### When Clients Are Frustrated Acknowledge, don't defend: > I hear your frustration, and it's completely valid. This process takes longer than anyone wants. Let me explain where we are and what I'm doing to move things forward: [specific actions]. #### Settlement Pressure > I understand the bills are piling up and you need resolution. My job is to get you the best outcome, not the fastest. Settling now for $[low offer] could cost you $[difference] in the long run. Let's discuss your options. #### When You Made a Mistake Own it immediately: > I need to apologize - I missed [specific issue]. I've already [corrective action]. This won't affect your case outcome because [reason]. I take full responsibility. #### Key Principles - Always be honest, even when it's hard - Acknowledge emotions before explaining logic - Focus on what you CAN do, not limitations - Follow difficult conversations with a summary message ### How Long Should Case Updates Be https://www.quilia.com/support/firms/case-update-length/ The best case updates are long enough to inform but short enough to read. Here's how to find the right balance. #### General Guidelines - Aim for 3-5 sentences for routine updates - Use bullets for multiple items - Put the most important info first - End with clear next steps #### Update Types by Length ##### Quick Update (1-2 sentences) For simple status changes: "Your medical records arrived today. I'm reviewing them and will be in touch with next steps." ##### Standard Update (3-5 sentences) For typical milestones: Include what happened, why it matters, and next steps. ##### Detailed Update (multiple paragraphs) For settlement offers, major developments, or complex situations requiring explanation. #### Formatting for Readability - Use short paragraphs - Add bullet points for lists - Bold key information - Include headers for longer updates #### The "So What" Test For every sentence, ask: "Does this help my client understand their case or what they need to do?" If not, cut it. #### Sample Lengths Too short: "Case progressing." Too long: [Five paragraphs of legal procedure] Just right: "Your demand letter was sent today. We're asking for $X based on your medical expenses and pain/suffering. The insurance company typically responds within 30 days. I'll contact you immediately when we hear back." ### How Often Should You Contact Clients https://www.quilia.com/support/firms/client-contact-frequency/ Too little communication leaves clients anxious. Too much feels intrusive. Here's how to find the right balance. #### Recommended Frequency by Case Stage ##### Early Case (First 30 Days) - Welcome message: Day 1 - Document collection: Days 3-7 - Check-in: Weekly ##### Active Treatment Phase - Treatment reminders: Weekly - Status updates: Bi-weekly - Document requests: As needed ##### Waiting Periods - Monthly status updates minimum - Proactive "no news" updates ##### Settlement/Trial Phase - Updates within 24 hours of developments - Immediate notification of offers #### Signs You're Under-Communicating - Clients calling to ask for updates - Complaints about lack of information - Surprise when developments occur #### Signs You're Over-Communicating - Low response rates to messages - Clients asking for fewer updates - Sending updates with no new information #### Pro Tip When in doubt, send the update. Clients consistently report preferring more communication, even if just to say "no updates yet, but I'm actively working on your case." ### How to Add Insurance Information to a Client's Case https://www.quilia.com/support/firms/adding-insurance-to-case/ Adding insurance information to a client's case in the Quilia Portal helps you track all relevant insurance details in one place. This guide walks you through the process. #### Steps to Add Insurance Information ##### 1. Navigate to the Client's Case From the Quilia Portal, open the case for the client you want to add insurance information to. ##### 2. Click on the Incident Tab In the case navigation bar, click on **Incident**. This tab contains all incident-related details including vehicle information, repairs, and insurance. ##### 3. Select the Insurance Sub-Tab Within the Incident section, you'll see several sub-tabs: Incident Details, Vehicle, Repairs, Rental, Towing, Storage, and **Insurance**. Click on the **Insurance** tab. ##### 4. Add Insurance Company Click the **Add Insurance Company** button to open the insurance form. ##### 5. Fill Out the Insurance Details Complete the form with the following information: - **Type** - Select the type of insurance (for example, Auto Liability, Health, or Uninsured Motorist) - **Company** - Enter the name of the insurance company - **Policy, Group, and Claim Numbers** - Add the identifiers that apply - **Insured Name and Policy Owner** - Identify the people associated with the policy - **Contact Information** - Add the relevant phone and contact details ##### 6. Save the Information Click **Save** at the bottom of the form to save the insurance information to the case. #### Tips - You can add multiple insurance companies to a single case if needed - Keep policy and claim numbers handy for quick reference during negotiations - Update insurance information as claims progress #### Video Tutorial Watch this quick video walkthrough: ### How to Compose and Send Messages https://www.quilia.com/support/firms/how-to-compose-send-messages/ The Quilia Portal makes it easy to send professional messages to your clients. Here's how to compose and send messages. #### Accessing Messages From the left sidebar, click Messages to see your message history. The Messages page shows tabs for Sent, Scheduled, Automated, and Draft messages. You can search for specific clients and sort by date. #### Composing a New Message Click the Compose button in the top right to start a new message. ##### Compose Screen Features - To: Type a client name to add recipients - Add Group: Send to multiple clients at once - Subject: Add a clear subject line - Rich text editor: Format your message with headers, lists, and more - Attach Files: Add documents or images - Variables: Insert personalized fields like client name #### Message Options Below the compose area, you'll find additional options: - Schedule Message: Send at a specific date and time - Repeat Message: Set up recurring messages - Survey Prompt: Add NPS or review requests - Template Management: Save as a reusable template #### Sending Your Message When you're ready: 1. Review your message for accuracy 2. Click Save to save as draft, or 3. Click Send to deliver immediately Clients will receive your message in the Quilia app and via email notification. ### How to Connect Quilia + Filevine https://www.quilia.com/support/firms/connecting-filevine-quilia/ To integrate Filevine with Quilia, you need to activate the Quilia integration in Filevine, create a Personal Access Token, and then enter it in the Quilia Portal. The setup takes about 5 minutes and enables automatic syncing of project and client activity between the two platforms. #### What you need - A Filevine account with Org Admin access - A Quilia Portal admin account - About 5 minutes #### Step 1: Activate the Quilia Integration in Filevine Before you can generate a Personal Access Token for Quilia, you first need to activate Quilia as a certified partner integration in your Filevine organization. Some Filevine organizations may not have the Integrations menu enabled under Advanced. If you don't see it, you may not have the right permissions for your user. Check with other admins in your organization. You may have to contact Filevine support and ask them to enable the Certified Partner Integrations feature for your organization. Once enabled, you can continue with the steps below. 1. Log into Filevine and click the hamburger menu (three lines) in the top-left corner 2. Scroll down and click "Advanced" to open the Advanced settings area 3. In the left sidebar, click "Integrations" 4. Scroll down through the list of certified partner integrations until you find "Quilia" 5. Click the green "Activate" button next to Quilia Integrations and click Activate" shadow rounded /> You only need to activate the Quilia integration once. After activation, it stays enabled for your entire organization. You can confirm it's active when you see a "Deactivate" button instead of "Activate" next to Quilia. #### Step 2: Create a Service Account Now that Quilia is activated, you need to create a Service Account for Quilia. 1. Click "Service Accounts" on the Advanced sidebar 2. Select your Org from the dropdown 3. Click "+ New" 1. In the New Service Account panel, select "Quilia" from the dropdown 2. Leave "All Permissions" selected 3. Click "Create" in the bottom-right corner #### Step 3: Find your Filevine Org ID Quilia needs your Filevine Org ID along with a Personal Access Token to connect. Grab the Org ID first, since the token lives on a different screen. 1. Click your profile avatar in the top-right corner of Filevine 2. Select "Filevine Settings" from the dropdown 3. In the left sidebar, click "Orgs" 4. On the Basic Info tab, find the "ID" field (a number like 990000532) 5. Copy the Org ID and keep it handy. You will paste it in Step 5 Filevine Settings > Orgs > Basic Info shows your Org ID" /> #### Step 4: Create a Personal Access Token in Filevine With the Org ID saved, create a Personal Access Token (PAT) that Quilia will use to securely connect to your Filevine account. ##### Open the Account Manager 1. Click your profile avatar in the top-right corner of Filevine 2. Select "Manage My Account" from the dropdown to open the Account Manager ##### Create a Personal Access Token 1. In the Account Manager left sidebar, click "Access Tokens" 2. Click "+ New" to open the New Token panel 3. In the Name field, type "Quilia" 4. In the User dropdown, select the Quilia service account (ends in @filevine-cpi-service-accounts.com). If it is not listed, go back and complete Step 2 first 5. Under Scopes, check **Filevine API Access** 6. Also check **Webhook API Access** 7. Click "Create" in the bottom-right corner 8. Copy the token value immediately. You will not be able to view it again after leaving this page Quilia needs both **Filevine API Access** and **Webhook API Access** to sync projects and receive live updates. If either scope is missing, the connection will fail after you save the token in the Quilia Portal. Leave the other scopes (Vitals, Payments, Bulk Data, AI) unchecked. Copy and save your token right away. Filevine only shows the token once. If you lose it, you will need to create a new one. #### Step 5: Connect Filevine in Quilia With your Personal Access Token and Org ID ready, head over to the Quilia Portal to complete the connection. 1. Open **[Connect Filevine in Quilia](https://portal.quilia.com/settings/integrations/filevine)** and sign in with your admin account. The Filevine connection page opens automatically. 2. Enter your Filevine Org ID from Step 3 3. Paste your Personal Access Token 4. Click Save If the API Credentials window does not open, scroll to Integrations, select Filevine under Case Management (click Enable if it is not enabled yet), then click Connect. Once connected, Quilia will begin syncing your Filevine projects. The first sync may take a few minutes depending on how many projects you have. #### When does information sync? **Filevine → Quilia** - New projects: appear in Quilia within minutes - Project changes (phase, status): synced when updated - Contacts and emergency contact: synced when changed in Filevine - Case team: assigned staff are invited to Quilia when the case imports - Medical providers: optional. When set up for your case type, providers from the case's medical section sync into Quilia **Quilia → Filevine** - Client activity sync: every 15 minutes to Project Notes - Activity includes pain scores, treatment updates, photos, and documents - Most other field edits are synced — updates in Quilia if you want to reflect in Filevine #### What information syncs back to Filevine? Everything the client does in the Quilia app is synced back to Filevine: - Completed forms and submitted documents - Daily or submitted pain data (scores and body part entries) - Photos (injury progress, medical records) - Treatment/appointment logs - A client Nightly Log Notes: - All client files flow (daily including PDFs, images, and third-party docs) - Quilia does not currently push your Filevine fields outside of supported activity events #### What to expect - Your active projects in Filevine will appear in the Quilia portal right away - You can begin inviting clients to download the Quilia app from their project page - Activity from the Quilia app will begin syncing to Filevine Notes automatically - If the client uploads a file in Quilia, it will sync to Filevine > Documents within 15 minutes #### Quick checks if something breaks - Smoke test: Create a brand new project in Filevine — it should appear in Quilia within minutes - Not connected? In Quilia, visit Settings > Integrations — check the Filevine status shows "Connected" - Confirm the Quilia integration is still activated in Filevine under Advanced > Integrations - If projects are not syncing, check that the project template is one Quilia supports - Token expired? Create a new Personal Access Token in Filevine, paste it into the API Credentials window in Quilia, and click Save #### Copy block for your team (optional) Use this message to let your team know about the integration. This gives the basics without overwhelming them. **Quick update:** We have connected our Filevine account to Quilia. The system will automatically sync project and client activity between the two platforms. You don't need to do anything; everything is handled automatically. Just continue using Filevine as usual, and you'll start seeing Quilia activity in your Project Notes. #### Frequently Asked Questions ##### How long does setup take? About 10 minutes if you have Org Admin access. ##### Do I need a Client ID or Client Secret? No. Quilia requires a Personal Access Token (PAT) and your Filevine Org ID. You do not need a Client ID or Client Secret. ##### Do edits in Filevine auto-update Quilia? Yes, project phase changes sync automatically. ##### Where do files land in Filevine? Documents, status updates, and client files all flow to Filevine, placed in the Documents area and Notes. ##### When do client actions appear in Filevine? Within 15 minutes via Project Notes. ##### Can we import existing projects? Yes, you can import any client by clicking the "Invite to Filevine" button or from the Attorney Portal. ##### What if the token stops working? Create a new Personal Access Token in Filevine, paste it into the API Credentials window in the Quilia Portal under Settings > Integrations, and click Save. ##### Can I disconnect later? Yes. Deactivate via Filevine under Advanced > Integrations, or disconnect in Quilia Settings. #### Setting up Quilia Invite Button Now you’ll want to set up the Invite to Quilia button on your Filevine Intake screen. [Setup Invite to Quilia on Filevine](/support/firms/adding-the-invite-to-quilia-button-to-filevine/) ### How to Create and Send Automated Phase Messages in Quilia https://www.quilia.com/support/firms/how-to-create-and-send-automated-phase-messages-in-quilia/ Quilia allows firms to write **automated client messages** that are sent when a case moves to a new phase. Once set up, these messages keep your clients informed **without your team needing to manually check in**. ##### Step 1: Tips for Writing Great Phase Messages Each message should clearly explain where the case stands and what the client should expect. Here are a few best practices: - **Set expectations** *Example:* “This phase typically lasts 2–4 weeks.” - **Give next steps** *Example:* “Please upload any new documents in the Quilia app.” - **Use simple, friendly language** Avoid legal jargon—write like you’re texting a client. - **Mention helpful Quilia features** Encourage them to upload documents, message the firm, or track progress in the app. ##### What to put in each phase message Every phase has its own guide with sample copy, what to cover, what to leave out, and the client worries that message needs to answer. Start there rather than from a blank box. - **[Onboarding](/support/firms/onboarding-phase-messages/)** — who is handling the case, what happens first, and why you promise no dates yet - **[Treatment](/support/firms/treatment-phase-messages/)** — why every appointment matters, and what to ask the client to log - **[Demand](/support/firms/demand-phase-messages/)** — what a demand is, why records take weeks, and the losses only the client can tell you - **[Litigation](/support/firms/litigation-phase-messages/)** — filing is routine, most cases still settle, and nobody is testifying next week - **[Settlement](/support/firms/settlement-phase-messages/)** — an offer is not a settlement, and the total is not the take-home - **[Case Closure](/support/firms/case-closure-phase-messages/)** — thank them, tell them what to keep, leave the door open Quilia filmed a short explainer for each phase, in English and Spanish, free for any firm to use. They are in the composer's video library, and each guide above has the video embedded so you can watch it before you send it. To embed one in a message, paste its YouTube link on a line by itself with nothing else on that line. A link inside a sentence stays an ordinary link and will not play. Match the video's language to the language of the message it sits in. Your own videos work the same way. Any YouTube link embeds; Vimeo, Loom and Wistia links do not, and reach the client as a dead frame. For tone across all of them, see [Writing Messages Clients Actually Understand](/support/firms/writing-messages-clients-understand/). ##### Step 2: Enabling Phase Messages in the Quilia Portal Once your phases are set up, you can add messages for each one. To use Phase Messages, your firm must have an integration connected, and the feature must be enabled by Quilia. A firm admin cannot switch it on from scratch. If you do not see the toggle described below, contact [support@quilia.com](mailto:support@quilia.com) to have it enabled. To enable or manage Phase Messages: 1. Go to the **Quilia Portal** 2. Click the **Profile icon** in the bottom-left corner 3. Select **Settings → Features** 4. Toggle ON **Phase Messages** (This toggle only appears if your firm has an integration and the feature is already enabled.) 5. Click **Save** 6. Click the **Profile icon** in the bottom-left corner again 7. Click on the new **Phase Messages** button Settings > Features and toggling the feature on." caption="To manage Phase Messages in the Quilia Portal: Click the Profile icon in the bottom-left. Go to Settings, then click Features. Toggle ON Phase Messages and click Save. Click the Profile icon again, then select the Phase Messages button from the popup menu." shadow rounded /> From there: 1. Click **New Template** 2. Select the **case type**, **phase**, and **language** 3. Click **Create Template** 4. Write your message or use the **AI generator** to draft one by clicking **Generate Message** 5. Optionally add **files, YouTube videos, or images** 6. Click **Save** 7. Hit the **Toggle** to turn on the phase message ##### Sample Messages by Case Type Here are some examples you can tweak for your firm: **Personal Injury – "Demand" Phase** > “We’re preparing to send a demand for compensation. This process can take some time, but we’ll keep you updated on any responses.” **Workers' Compensation – "MMI" Phase** > “Your doctor has determined you’ve reached Maximum Medical Improvement (MMI). We will review your disability rating and next steps.” #### Automations: the newer way to do this Phase messages fire on one thing, a case phase changing. [Automations](/support/firms/building-automations/) do the same job with more to work with: five different dates to count from, an offset in days, weeks, months or years, an audience you describe rather than a case type list, and actions beyond sending a message. Phase messages keep working and nothing changes on their own. If you want to move a firm across, start with the automations guide. ### How to Delete a Case https://www.quilia.com/support/firms/deleting-a-case/ Deleting a case permanently removes it and everything on it from Quilia: messages, activity, documents and photos. It can't be undone. #### Should you close it instead? If the case is finished, or you just want it off your active list, **close it** rather than delete it. A closed case keeps its full history, and you can reopen it anytime. See [How to Mark a Case as Closed](/support/firms/marking-case-as-closed). Delete a case only when it shouldn't exist at all, like a duplicate or one created by mistake. #### Who can delete a case Only **admins** on your firm's Quilia account can delete a case. If you don't see the Delete option, ask an admin at your firm. #### Delete from the Cases page 1. Go to **Cases**. 2. Click the **⋯** at the end of the case's row. 3. Click **Delete**. 4. Type **delete** to confirm, then click **Delete case**. #### Delete from the case itself 1. Open the case. 2. In the **Case Details** section, click **Edit**. 3. Click **Delete case** at the bottom of the dialog. 4. Type **delete** to confirm, then click **Delete case**. You'll be taken back to your Cases list. #### Deleting the client too The confirmation dialog has an option to **also delete the client**. This removes the client entirely: their login, every one of their cases at your firm, and all of their messages and data. To confirm, type the client's name instead of "delete". Use this only when the person should not be in Quilia at all. ### How to Enable CaseChat Message Translations in the Portal https://www.quilia.com/support/firms/casechat-translations-portal/ CaseChat can automatically translate messages between you and your clients, making communication seamless regardless of language differences. This guide shows you how to enable or disable automatic translations in the portal. #### Prerequisites - CaseChat must be enabled for your organization - You must have a Quilia portal account #### How to Enable Translations ##### Step 1: Go to Account Settings 1. Click your profile icon in the bottom-left corner of the portal 2. Select **Settings** from the popout menu 3. Navigate to the **Account** tab ##### Step 2: Find the Language Section Scroll down to the **Language** section near the bottom of the page. This section contains your language preferences and translation settings. ##### Step 3: Enable Auto-Translate Look for the **Auto-translate messages** toggle switch. When enabled: - Incoming messages from clients will be automatically translated to your preferred language - You'll see a translation indicator in the chat when messages are being translated - Translations happen in real-time as new messages arrive **Note:** This setting is enabled by default. If you've never changed it, translations should already be active. ##### Step 4: Set Your Preferred Language Make sure your **Preferred Language** is set correctly in the same section. Messages will be translated into this language. ##### Step 5: Save Your Changes Click the **Save** button to apply your settings. #### How It Works When auto-translate is enabled: 1. **Automatic Detection**: The system detects when a message is in a different language than your preference 2. **Real-time Translation**: Messages are translated automatically as they arrive 3. **Translation Status**: You'll see a progress indicator when translations are processing 4. **Seamless Experience**: Translated messages appear naturally in the chat #### Tips - **Default Setting**: Auto-translate is ON by default—you only need to change it if you want to disable translations - **Language Matching**: If a client's message is already in your preferred language, no translation occurs - **Original Text**: The original message is preserved and can be viewed if needed #### Troubleshooting **Translations aren't working:** - Verify CaseChat is enabled for your organization - Check that your preferred language is set correctly - Ensure the auto-translate toggle is enabled - Try refreshing the page after saving settings **Messages appear in the wrong language:** - Update your preferred language in the Language section - Save your changes and refresh the CaseChat window ### How to Mark a Case as Closed https://www.quilia.com/support/firms/marking-case-as-closed/ Closing a case in the Quilia Portal updates the case status to "Closed" and disables certain features like sending requests and CaseChat messaging for that case. #### 1. Open the Case From the Cases list, click on the case you want to close to open the case detail page. #### 2. Click "Edit" on Case Details In the case detail sidebar, find the **Case Details** section and click the **Edit** button (pencil icon). #### 3. Change the Case Status In the Edit Case Details dialog, find the **Case status** dropdown. Click it and select **Closed** from the list of available statuses. #### 4. Save Your Changes Click **Save** to apply the status change. The case will now be marked as closed. #### What Happens When a Case is Closed - **Send Requests** is disabled for the closed case - **CaseChat** will no longer include the case in active conversations - The client will appear as a "past" recipient in messaging - The **Add Emergency Contact** button is hidden - The case status indicator changes to a **gray dot** #### Reopening a Closed Case You can reopen a case at any time from **Case Details**. Click **Edit**, change the status back to **Open**, and click **Save**. #### Tips - If your firm uses a CMS integration (Clio, Filevine, MyCase, etc.), cases may also be closed automatically when the case status changes in your CMS - All team members on a case will have their status updated when the case is closed - Closing a case does not delete any data — all case information is preserved ### How to Review Your Client's Pain Logs https://www.quilia.com/support/firms/reviewing-pain-logs-portal/ #### Why Monitor Client Pain Logs Pain scores are critical evidence for personal injury cases. They document the severity and duration of your client's suffering, which directly impacts case value and settlement negotiations. Monitoring pain logs helps you: - Track recovery progress and identify setbacks - Ensure clients are consistently documenting their pain - Spot gaps that could weaken the case - Build a compelling narrative for demand letters #### Where to Find Pain Scores From any case, click the Treatment tab in the case navigation. The Pain Scores section is the first tab and shows: - A visual chart of pain levels over time - Each individual pain entry with date, severity, and notes - Body parts affected for each entry #### Understanding the Pain Chart The pain chart shows your client's pain journey at a glance: - The Y-axis shows pain levels from 0-10 - Emoji indicators show severity: 😃 (0 - No Pain) → 🙂 (1) → 😐 (2) → 😕 (3) → 😟 (4) → 😖 (5) → 😫 (6) → 😢 (7) → 😭 (8) → 😵‍💫 (9) → 🚑 (10 - Unable to move) - Use the date filter dropdown to view specific time periods - Hover over data points to see the exact score and date #### Reviewing Individual Entries Below the chart, each pain entry shows: - Pain Score and Severity Label - The number (1-10) and description (Mild, Moderate, Distressing, etc.) - Date and Time - When the client logged this score - Auto-generated Description - Standard text explaining what this pain level means - Body Parts - Which areas of the body hurt (if the client selected them) - Client Notes - Personal notes the client added about their pain ##### What to Look For When reviewing pain logs, pay attention to: - Consistency - Are they logging regularly? Gaps can be problematic. - Trends - Is pain improving, staying the same, or getting worse? - Correlation with treatment - Does pain improve after appointments? - Specific notes - Client descriptions often reveal important details #### Encouraging Better Documentation If a client isn't logging consistently, send them a message explaining why it matters. Use our message templates to remind them that regular pain documentation strengthens their case. #### Need Help? Questions about pain tracking? Contact Quilia support or check our other guides on client engagement. ### Importing an Existing Case from Neos https://www.quilia.com/support/firms/importing-existing-clients-from-neos/ Use **Import Existing Case** when a Neos case predates the connection, has not reached the next scheduled sync, or needs to enter Quilia immediately. #### Before you start - Confirm Neos shows **Connected** under **Settings → Integrations**. - Confirm the Neos case type is mapped to a Quilia case type. - Copy the numeric case number from Neos. #### Import the case 1. Select **Import Existing Case** at the top of Quilia. 2. Enter the Neos case number and select **Search**. 3. Confirm that the correct client and case appear. 4. Review the phone number, case type, and assigned staff. 5. Choose whether to send the client invitation with this import. 6. Select **Import** and wait for the completion message. After the import finishes, open **Cases** and search for the client to confirm the case is available. #### Invitation behavior Importing and inviting are separate decisions. If you do not send an invitation during the import, Quilia follows the trigger selected under **Settings → Integrations → Neos → Manage → Client Access**. You can also invite the client manually from the case. #### Troubleshooting - **No result:** Confirm that you entered the Neos case number, not a client ID or Neostella project ID. - **The case type is unavailable:** Map that Neos case type under **Manage → Case Types** and search again. - **The client cannot be invited:** Add a valid mobile number to the Neos case, allow it to sync, then update or repeat the import. - **The case already exists:** Open the existing Quilia case. Use the import dialog's update option only when additional Neos clients need to be added. #### Video tutorial ### Importing Minors and Their Parents https://www.quilia.com/support/firms/importing-minors/ When a family is in the same accident, each passenger should have their own case in Quilia, including the kids. **Import minors** does that for you: every child gets their own case, and a parent is added to each child's case with access to it. The setting is on by default. To check it, open **Settings → Integrations**, select **Manage** next to your CMS, and look under **Client Access**. #### How Quilia knows a client is a minor Quilia reads the client's date of birth from your case management system. Anyone under 18 is treated as a minor. If there is no date of birth on the record, the client is imported as an adult, so make sure your intake team fills it in. A date of birth less than three years ago is ignored, and that client is imported as an adult. It is almost always the intake date typed into the wrong field, and treating an adult as a toddler would take away their login. #### Teens with their own phone number If a client aged 14 to 17 has a phone number that no one else in Quilia is using, they are imported like any other client. They can sign in to the Quilia app and use it themselves. #### Younger children always come in through a parent A child under 14 never gets a login of their own, even when their record has a phone number. That number is a parent's, so Quilia treats it that way: - The child gets their own case, under the child's name, with no login. - The phone number becomes the child's **Parent** on the case. If no one is using that number in Quilia yet, the parent shows up as **Parent of** and the child's first name (for example, "Parent of Emily") until you import the parent. - Invitations go to that number, so the parent is the one who signs in. #### When the child has no number, or a parent's number Most firms put a parent's phone number on a child's record. When that happens, or when the child has no number at all: - The child still gets their own case, under the child's name. - The child does not get a login, and Quilia never texts or emails them. - The person who uses that phone number is added to the case as the child's **Parent**, with Collaborator access. They see the case from their own account, can chat with your team, and can complete requests for the child. - Invitations for the case go to the parent, not the child. If a parent has three children in the same accident, they see all three cases plus their own from one login. There is nothing to merge. If a child was imported first with the family's number and the parent is imported later, the parent takes over the number and the login, and is added as the Parent on each of the child's cases. A "Parent of Emily" placeholder simply becomes the parent, under their real name. Brothers and sisters on the same number follow the parent too. If a child was set aside because a sibling had the family's number, they are added to the parent automatically once the parent is imported, and drop off your **Failed Imports** list. Minors never get a login by email either. The email address on a child's record is usually a parent's, and it stays that way. #### When the parent is the client in Filevine Some firms list the parent as the client on a child's Filevine project and put the child's name in a project field. If your firm does this, map that field to **Minor's name** in your case type's field mapping (**Settings → Case Types**, then select the case type). When the field has a name in it, Quilia creates the case for the child and adds the Filevine client as the Parent. #### Adding a parent by hand You can add a parent, guardian, or anyone else to a case yourself at any time. See [Adding and Managing Delegates on a Client's Case](/support/firms/managing-case-delegates). #### Cases imported before this setting Cases that came in before this setting keep their current setup. If you have a family that should be split into separate cases, contact us at [support@quilia.com](mailto:support@quilia.com) and we will move them over for you. #### Turning it off If you turn **Import minors** off, children are imported like adults: each child is a client with whatever phone number is on their record, and no parent is added automatically. ### Intake Checklist: Getting Clients on Quilia Early https://www.quilia.com/support/firms/intake-checklist-getting-clients-on-quilia-early/ The most effective way to get the most out of Quilia is to **onboard your clients as early as possible** — ideally during the first phone call or intake meeting. The sooner clients download the app, the sooner they start entering their own information, saving your team time and giving your firm more complete case data from the start. #### Step 1: Invite the Client Immediately - Add the client to your case management software as you normally would. - Quilia’s integration automatically sends the client an invitation via text or email to download the app. - **Important:** Clients cannot log in until they receive and accept this invitation. #### Step 2: Guide Them Through the Download - During intake (or even on the very first call), pause and make sure the client downloads the app while you’re with them. - They’ll sign in using their mobile number, keeping the process quick and seamless. - By helping them download in real time, you avoid delays and ensure they’re set up correctly. #### Step 3: Introduce Quilia as the Client’s Go-To Tool - Explain that Quilia will be their **main hub for updates, secure communication, and case tracking.** - Emphasize that everything related to their case — forms, providers, updates, reminders — flows through the app. - Setting expectations early makes clients more likely to actually use it. #### Step 4: Walk Them Through Basics at Intake - Take two minutes to show the client where to see updates and how to track their case progress. - A quick demo at intake builds confidence and prevents confusion later. - Think of it as giving them the keys to their case. #### Step 5: Start Client Data Entry Right Away - Once logged in, clients can begin adding their own information directly into Quilia. - This reduces manual data entry for your team and ensures more accurate, timely information in the case file. ✅ **Bottom line:** The earlier you get the client on Quilia, the better the results for both your firm and the client. Early onboarding means less staff work, better data, and a smoother client experience from day one. ### Inviting Clients to Download the Quilia App https://www.quilia.com/support/firms/inviting-clients-to-download-the-quilia-app/ This guide explains exactly how to invite a client to Quilia during intake, what to say, and what the client will see on their phone. The invite goes out to every contact method you have on file: a text message to their cell phone, an email to their address, and both when you have both. A client with only an email address receives the email invite (branded with your firm's logo and name), and a client with both can sign into the same account with either one. Printable one-page guides you can hand to clients or drop into intake packets: #### Best time to invite the client - Invite the client during the first meeting, either in person or over the phone. - Set expectations before you send the text so the client knows what is coming. ***Keep the client with you on the call or in the room until they are fully logged in, if possible.*** #### What to say before sending the invite Use simple language. For example: > I’m about to send you a link to download the Quilia app. It’ll come by text message, and by email if we have yours on file. It’s the best way to stay in touch with our firm and keep us updated on what’s going on with your case. #### How to invite the client 1. In Quilia, click the Invite button for the client. 2. Confirm the client’s correct cell phone number, email address, or both. 3. Tell the client to open the text or email as soon as it arrives. #### What the client sees after the invite 1. The client receives the invite with a link, by text message, by email, or both if you have both on file. The email version leads with your firm’s logo and name and includes buttons for downloading the app or accessing Quilia on the web. 2. When they tap the link, it opens the [Download Quilia](/download-app/) landing page. 3. That page shows download options for Apple, Android, and web. 4. The client taps the option that matches their device. 5. They are taken to the App Store or Play Store to download the app. The app is free to download. If the phone asks for an Apple ID, Google password, Face ID, or other app store confirmation, that is normal and controlled by the client’s device, not by Quilia. ***Clients do not need the app to use Quilia.*** They can sign in at [app.quilia.com](https://app.quilia.com/) from any web browser, on a computer, tablet, or phone, using the same phone number or email and code. Everything they add on the web shows up in the app and vice versa. The "Signing in on the web" guide above walks them through it. #### How the client logs in for the first time 1. After the app finishes downloading, the client opens it. 2. They will see the login screen, with the option to sign in by phone number or by email. 3. They should enter the same phone number or email address they gave your firm. Only a phone number or email your firm has invited can sign in. 4. Before continuing, they must agree to the terms. 5. Then they tap “Get code.” Quilia sends a 6-digit verification code by text message or email (matching how they chose to sign in) and moves them to the code entry screen. There are no passwords to create or remember. #### Entering the verification code - On many phones, a texted code will autofill automatically when the client taps the code field. - If it does not autofill, the client can open the text message or email and type the code in manually. - After entering the code, the client taps “Submit code.” - Once the code is accepted, the client is logged in to the app. #### If the client does not get the code - First, confirm they entered the same phone number or email address as the one that received the original invite. - Ask them to tap “Get code” again to resend it. - If a texted code still does not arrive, they can use the Call me instead option to receive the code by phone call. - If an emailed code does not arrive, have them check their spam folder. #### Quick troubleshooting tips for staff - For text invites, make sure the client is using a mobile phone number, not a landline. - Make sure they are typing the exact same phone number or email address the firm used for the invite. - If they downloaded the app but got stuck, stay with them until they complete the code step. - If the client is not comfortable with app stores, walk them through tapping the correct Apple or Android button on the Quilia page. #### What success looks like The client has successfully joined Quilia after downloading the app, entering their phone number or email, submitting the verification code, and reaching the home tab after login. #### Recommended staff workflow - Send the invite while the client is still with you. - Wait while they tap the link and download the app. - Make sure they log in with the same phone number or email the invite went to. - Help them finish the verification code step before ending the meeting or call. #### Short version staff can memorize - Send invite - Client taps the text or email link - Client downloads the free app - Client logs in with the same phone number or email - Client agrees to the terms and taps “Get code” - Client enters code and taps Submit - Client is in ### Managing Case Notifications on Mobile https://www.quilia.com/support/firms/managing-case-notifications-mobile/ Control which notifications reach your mobile device to stay informed without being overwhelmed. #### Accessing Notification Settings 1. Open the Quilia app 1. Tap your profile icon 2. Select "Notifications" #### Notification Categories ##### Client Messages - All messages - Urgent only - None (check manually) ##### Document Uploads - All new documents - Flagged/important only - None ##### Case Updates - Status changes - Milestone completions - Team mentions ##### System Alerts - Integration errors - Account security #### Do Not Disturb Set quiet hours: 1. Enable "Do Not Disturb" 2. Set start and end times 3. Choose which alerts bypass DND #### Per-Case Settings Override global settings for specific cases: - High-priority cases: Always notify - Archived cases: Minimal notifications #### Syncing with Portal Notification preferences sync with your portal account. ### Managing Multiple Client Conversations https://www.quilia.com/support/firms/managing-multiple-conversations/ With many active clients, staying on top of communication requires good systems. Here's how to manage effectively. #### Daily Communication Routine 1. Check CaseChat for urgent messages (5 min) 1. Review message inbox for new items (10 min) 2. Process actionable items immediately 3. Flag items requiring research 4. Schedule follow-ups as needed #### Prioritization Framework ##### Handle Immediately - Time-sensitive client questions - Settlement offer responses - Appointment confirmations ##### Same Day - Document requests - Status update questions - New case onboarding ##### Within 48 Hours - General check-ins - Non-urgent updates #### Staying Organized - Process messages in batches at set times - Use templates for common responses - Set expectations with clients about response times - Delegate routine communication when appropriate #### Avoiding Overwhelm If your message volume becomes unmanageable, consider: - Scheduling proactive updates to reduce inbound questions - Creating FAQ resources for common questions - Delegating routine communication to support staff ### Managing Your Notifications and Alerts https://www.quilia.com/support/firms/managing-team-notifications/ Proper notification settings ensure your firm stays informed about client needs without getting overwhelmed by alerts. Because every staff member has different responsibilities, notifications in Quilia are configured per user. Your settings apply to your account only and do not affect what the rest of your team sees. #### Accessing your notification settings To manage your alerts, go to **Settings → Notifications**. This page contains all of your personal preferences for emails, desktop alerts, and case muting. #### Email alerts Email settings allow you to control which events trigger a message to your inbox. All staff members see these options unless noted otherwise. - **Client Session Emails:** Receive an email when a client completes a session in the Quilia app, helping you stay up to date on their treatment progress. - **Client Activity Summary Emails:** Instead of individual alerts, receive a consolidated summary of client activity. When enabled, you can choose a **Delivery Frequency** of **Daily** or **Weekly**. - **NPS Rating Emails:** Get notified when a client submits a Net Promoter Score rating, allowing you to follow up on feedback promptly. - **Unanswered Message Alerts:** Receive a reminder when a client's message has gone unanswered so no communication slips through the cracks. - **Possible Treatment Gap Alerts:** Get an email when a client may have a gap in their medical treatment, allowing you to check in and keep their care plan on track. - **Case-Type Mapping Suggestions:** *(Admins only)* Receive suggestions for mapping case types from your case management system to Quilia to keep your automatic imports running smoothly. - **Stuck Import Reminders:** Receive alerts when a case import is stalled or encounters an error. - **AI-Powered Summaries:** Enable AI-generated summaries in your emails to quickly digest client activity. When enabled, you can choose a **Summary Style** of **Concise**, **Detailed**, or **Custom**. If you select **Custom**, an **Instructions** field appears for you to tailor the summary to your specific needs. - **Product Updates:** Opt in to receive emails about new Quilia features and important product announcements. #### Desktop Notifications If you keep the Quilia portal open while you work, you can enable **Desktop Notifications**. This allows your browser to display alerts for new messages or important events even when you are looking at another tab or application. All staff members can enable this setting. #### Muted cases Sometimes a specific case generates too many notifications or is being handled entirely by another team member. The **Muted cases** section lists any cases you have chosen to silence. Muting a case stops its alerts for your account only. All staff members can manage their own muted cases from this section. ### Mapping CMS Fields and Contact Types https://www.quilia.com/support/firms/mapping-cms-fields/ When Quilia imports cases from your case management system (CMS), field mapping tells it which of your CMS fields holds which piece of information. A field you map is filled in from your CMS, so your client is not asked for something your firm already has. There are three places to set mappings. Which ones you see depends on your CMS. All of them are admin-only. #### Case fields for each case type For **Clio**, **Filevine**, **MyCase**, **Neos** and **Salesforce**, you map case fields separately for each case type, because each case or project type in your CMS has its own fields. 1. Go to **Settings → Case Types** and select a case type. 2. Open the **Integration** tab. It only shows when the case type is linked to a case type in your CMS. 3. In **Case fields from [your CMS case type]**, choose the CMS field that holds each Quilia field. Select **Refresh fields** if a field you just added in your CMS is missing. The Quilia fields you can fill this way are: - **Description of the incident**, **Where it happened**, **Date of injury** and **Time of injury** - **Police department** and **Police report number** - **Injuries** and **Prior injuries and health problems** - **Vehicle type**, **Vehicle year**, **Vehicle make**, **Vehicle model**, **Vehicle mileage**, **Vehicle color**, **VIN**, **License Plate Number** and **License Plate State** - **Minor's name** (Filevine only). See [Importing Minors and Their Parents](/support/firms/importing-minors). Each field in the card shows a short note on where it appears in Quilia. For Filevine, the card can also suggest mappings for you to accept. #### Fields tab (Filevine) For Filevine, the CMS integration page also has a **Fields** tab for the mappings that apply to every project type. Go to **Settings → Integrations**, select **Manage** next to Filevine, and open **Fields**. - **Contact fields:** **Emergency Contact** (who Quilia treats as the client's emergency contact) and **Language** (the client's preferred language for Quilia messages, which can be read from a field or from hashtags like #spanish on the client). - **Case fields:** **Office / Location** (a project field linking each case to the office it belongs to) and the **Case subtype** field. Select **Refresh from Filevine** if a field you need is not listed. #### Contact Types tab (Filevine and Neos) Your CMS uses its own words for the contacts on a case. On the **Contact Types** tab of the integration page, you tell Quilia which of your contact types mean what. For each kind of contact Quilia knows about, pick the matching types from your CMS: - **Treating providers** - **Emergency contacts** (Filevine only) - **Medical facilities** - **Emergency rooms** - **Ambulance services** - **Police departments** - **Employers** - **Insurance companies** - **Towing companies** - **Vehicle storage** - **Body shops** - **Rental companies** Each of your contact types can belong to only one of these. ### Mapping CMS Offices to Quilia Locations https://www.quilia.com/support/firms/mapping-cms-offices/ When your firm operates across multiple offices, mapping your case management system offices to Quilia locations ensures imported cases are assigned correctly. A case's location determines what the client sees in the Quilia app. The location controls: - Your firm's branding - The physical office address shown to the client - The contact phone number the client uses to reach your team For more details on setting up and updating these details, see our guide on [managing organization locations](/support/firms/office-locations-and-hours). #### Clio To map Clio offices to Quilia locations, open **Settings → Integrations**, select **Manage** next to Clio, and open the locations section. You can configure rules to assign a case's location automatically during import: - **Map from:** The Clio office assigned to the matter. - **Quilia location:** The Quilia location the case should receive when it matches the Clio office. - **If nothing matches:** The default Quilia location to assign when a case does not match any mapping rule or has no office assigned in Clio. #### Neos To map Neos offices, open **Settings → Integrations**, select **Manage** next to Neos, and locate the office settings. Match each Neos **office** to the correct Quilia location. This ensures that when a case imports from Neos, it is assigned the right location based on its Neos office. #### Filevine Filevine office mapping is configured directly on your Quilia locations rather than in the integration settings. 1. Open **Settings → Organization** and view your locations. 2. Select a location to edit it, or add a new location. 3. Select the correct **Filevine office** to link it. When a Filevine project imports into Quilia, its assigned office in Filevine determines the Quilia location it receives. ### Mobile Document Review for Attorneys https://www.quilia.com/support/firms/mobile-document-review-attorneys/ Review medical bills, records, and photos uploaded by clients directly on your mobile device. #### Viewing Documents 1. Open the Quilia app 1. Navigate to a case 2. Tap "Documents" 3. Select a document to view #### Document Types - Medical Bills: Itemized treatment costs - Medical Records: Doctor notes, test results - Photos: Injury documentation, accident scene - Insurance: Policy info, correspondence #### Document Actions ##### On Mobile You Can - View and zoom documents - Mark as reviewed - Add notes or comments - Flag for follow-up - Share to case team ##### For Portal Only - Edit document metadata - Move between categories - Delete documents - Batch operations #### Photo Quality Check When reviewing client-uploaded photos: - Is the image clear and readable? - Does it show what it needs to show? - Should you request a retake? #### Offline Access Documents you've viewed are cached for limited offline access. ### Mobile Intake: Capturing New Client Information https://www.quilia.com/support/firms/mobile-intake-client-information/ Capture essential information during initial consultations using the mobile app, even when away from the office. #### Starting a New Intake 1. Open the Quilia app 1. Tap "New Intake" 2. Enter basic contact information 3. Begin the intake form #### Essential Information ##### Client Details - Full legal name - Contact information - Date of birth - Emergency contact ##### Accident Information - Date and time - Location - Type of incident - Brief description ##### Initial Injuries - Body areas affected - Initial pain level - Emergency treatment received #### Photo Capture Take photos during intake: - ID and insurance cards - Visible injuries - Accident scene (if at location) - Vehicle damage #### After the Consultation 1. Save the intake 2. Sync when connected to internet 3. Full case created in portal 4. Send client app invitation ### Monitoring Clients and Driving Engagement https://www.quilia.com/support/firms/monitoring-clients-and-driving-engagement/ ***TL;DR*** Get clients into Quilia immediately after intake. Have them upload photos and basic details right away. You can track activity in your case management system, see richer detail in the Quilia portal, and turn on email digests so nothing slips by. #### 1) Get Clients Using Quilia Early Early adoption leads to better outcomes. Make the invite part of intake, not a “we’ll get to it later.” **Day-one checklist** - Send the Quilia invite while the client is still on the phone or in the office. - Ask them to log in on the spot and upload any photos or videos they already have. - Have them add a quick case journal note and their current pain score. - Show them where to log appointments and upload documents. **Starter script you can say out loud** > “I’m sending your Quilia link now. Let’s log in together. First step is uploading any crash or injury photos. The sooner we have this in your file, the stronger your case.” #### 2) How To Monitor Client Status Your source of truth is your case management system. Quilia pushes client activity directly into your CMS. **Watch for these activities in your CMS** - New journal entries and pain scores - Photo and document uploads - Appointment adds or updates - Client messages and requested tasks **Need more detail?** Open the Quilia portal for a client-by-client view with timelines and attachments. **Stay in the loop automatically** Turn on email digests so you get a summary without logging in. Choose daily or weekly based on your workflow. #### 3) Client Status Labels (at a glance) - **Active**: Client has logged into the app. - **Pending**: Client has not logged in yet. If a client stays Pending for more than 48 hours, resend the invite and call or text with the starter script above. #### 4) Encourage Ongoing Engagement Clients don’t need long lectures. Short, specific prompts win. **What clients can add** - Case journal updates - Pain scores - Doctor appointments - Prior injuries - Wage loss **Copy-paste messages** - “Hi [Name], quick check-in. Add today’s pain score and a short journal note in Quilia. It helps us track your recovery.” - “Hi [Name], please log your upcoming doctor visits in Quilia so we can keep your file complete.” - “Hi [Name], upload any new photos or bills to Quilia so everything is in one place for your case.” #### 5) Automated Messaging If phase messaging is enabled, clients get a message when their phase or status changes in your CMS. - Messages send shortly after the change. - If multiple changes happen the same day, clients receive the most recent message only. Use the portal to edit your phase messages so they match your firm’s tone and next steps. #### 6) Quick Troubleshooting **Client not getting messages or notifications?** - Check they’re **Active** in the portal. Pending clients won’t receive anything. - If using **push notifications**: client must have opened the app at least once. Ask them to open Quilia and confirm phone notification settings allow alerts. - If using **text messages**: confirm the **mobile number is correct**, not a landline, includes the country code, and the client has consented to SMS. - Expecting automated phase texts? Make sure **phase messaging is enabled** for the firm. - Still quiet? **Resend the invite**, have them log in again, and recheck phone settings. ### MyCase + Quilia: Integration Guide https://www.quilia.com/support/firms/mycase-integration-quilia-easy-setup-guide/ Connect MyCase once, map your practice areas, and choose when clients should receive access. New cases then show up in Quilia automatically, client activity posts back to MyCase, and client files land in MyCase Documents. #### What you need - Quilia admin access - A MyCase administrator account for the firm you want to connect #### Step 1: Connect MyCase in Quilia 1. In Quilia, go to **Settings → Integrations**. 2. Find **MyCase** in the Case management list. 3. Click **Connect**, then sign in to MyCase and complete the authorization. 4. You’ll see **Connected** when it works. After connecting, click **Manage** next to MyCase to review your case type mappings and client access settings. No additional MyCase settings are required. ##### Starting from MyCase MyCase lists Quilia under **Integrations & apps**. Select **Go to Quilia** to open Quilia, sign in, and finish the connection from **Settings → Integrations**. ##### Review the Quilia configuration #### When does information sync? ##### MyCase → Quilia - **New case:** instant. - **Stage change:** instant. - **Case deleted:** instant. - **Lead converted to case:** instant. - **Most other field edits (name, custom fields, contact details):** not automatic. Update in Quilia if you want clients to see it. ##### Quilia → MyCase - **Client activity:** usually within a few minutes to **Case Notes**. - **Files:** automatically to **Documents**. #### What information syncs back to MyCase? **Goes to Case Notes** - CaseChat messages - Completed forms and requests - Check-ins, reminders completed, status acknowledgments - “Client uploaded a document” entries and other in-app actions **Goes to Documents** - All client files from Quilia (PDFs, images, Word docs, etc.) **Not pushed as field edits** - Quilia does not overwrite MyCase core case fields. We log activity and upload files. #### What to expect - You add a case in **MyCase**. It appears in **Quilia** right away. - You change the **stage** in **MyCase**. Quilia updates right away. - Your client uses **Quilia**. Their actions usually show in **MyCase → Case → Notes** within a few minutes. - Your client uploads a file in **Quilia**. It lands in **MyCase → Case → Documents** automatically. #### Quick checks if something breaks - **Case didn’t appear in Quilia:** In Quilia, open **Settings → Integrations** and make sure **MyCase** shows **Connected**. Reconnect if needed. - **Instant items not updating (new case, stage, delete):** Reconnect MyCase in Quilia, then test with a fresh case. - **Notes or files missing:** Give the sync a few minutes, then recheck. Confirm your MyCase user can view **Case Notes** and **Documents**. - **Still weird:** Disconnect and reconnect MyCase in Quilia, then test again. #### Copy block for your team (optional) Use this in Slack or email when you roll out the integration. **Short version for everyone** > Add new cases in MyCase like normal. The case shows up in Quilia automatically. Client activity is logged back to MyCase as notes, and uploaded files land in Documents. Stage changes update right away; other case details are refreshed overnight. **For intake** > Create the case in MyCase. Confirm the client name, phone number, and practice area so the data maps cleanly. Quilia sends the invitation according to the client access settings your firm selected. **For case managers** > Watch **MyCase → Case → Notes** for client activity from Quilia and **MyCase → Case → Documents → Quilia Folder** for uploads. Need the client to see a change? Update it in Quilia or send a CaseChat message. #### FAQ ##### How long does setup take? About 10 minutes if you have logins handy. ##### Do edits in MyCase auto-update Quilia? Partly. New cases and stage changes sync to Quilia in real time. Most other field edits in MyCase do not overwrite Quilia. ##### Where do files land in MyCase? Documents. Quilia uploads client files to MyCase → Documents automatically. ##### When do client actions appear in MyCase? Usually within a few minutes in Case Notes. ##### Do clients get messages from MyCase automatically? No. Use CaseChat in Quilia or your phase messages in Quilia. ##### Can we import existing cases? Yes. Use **Import Existing Case** in Quilia. ##### What if the connection stops working? Go to **Settings → Integrations**, open MyCase, and check its connection and subscriptions. Reconnect only if Quilia shows that the sign-in expired, then test with a new case. ### MyCase Integration Settings Guide https://www.quilia.com/support/firms/mycase-integration-settings/ This guide covers the advanced configuration options for your MyCase integration with Quilia. Open **Settings → Integrations**, find MyCase, and click **Manage**. #### Integration Dashboard Overview The MyCase integration dashboard provides a central place to manage all aspects of your integration. The page includes: - Configuration tabs for case types, client access, and staff - Sync controls and connection status - Subscription health and controls - Settings for activity syncing and note behavior #### Case Type Mapping Match your MyCase practice areas to Quilia case types so cases import correctly. ##### Why mapping matters When a case imports from MyCase, Quilia needs to know what type of case it is. The mapping ensures: - Correct case type assignment in Quilia - Appropriate phase configuration applied - Right templates and workflows activated ##### Set up mappings 1. Open the **Case Types** tab. 2. Find the MyCase practice area in the left column. 3. Select the matching Quilia case type on the right. 4. Repeat for each practice area your firm uses. Your selections save automatically. ##### Unmapped case types If a MyCase case has a practice area that is not mapped: - By default, it won't import automatically - Turn on **Show unmapped types** to review and map it - Map the practice area before relying on automatic imports #### Client Access Configuration Open the **Client Access** tab to choose when clients are invited and when their access ends. ##### Bring in existing clients Turn on **Bring in existing clients** to invite clients for cases that were open before you connected the integration. ##### Invitation triggers Turn on any combination your firm uses: - **Invite on import:** Send the first invitation as soon as a case enters Quilia - **Invite on work activity:** Send an invitation when Quilia detects active work on the case - **Invite at selected phases:** Send an invitation when a case reaches a phase you choose; clients who have not activated may receive another reminder ##### Closing client access Quilia closes access when MyCase reports a case closed. You can also select phases that should close access. #### Settings The settings below the configuration tabs control how client activity syncs back to MyCase. ##### Note mode Choose how Quilia activity syncs to MyCase case notes. **Multiple note mode (default)** - Each client activity creates a separate case note in MyCase - Pros: Easy to see timestamps, filter by activity type - Cons: Can create many notes over time **Single note mode** - All activity consolidates into one master note per case - The note updates and moves to the top when new activity occurs - Pros: Cleaner notes list, all activity in one place - Cons: Individual timestamps less prominent To change it, use the **Use a single note** switch. Changes save automatically. ##### Activity sent to MyCase When **Send client activity to your CMS** is on, Quilia sends activity such as: - Pain scores and daily logs - Treatment appointments - Document uploads - Profile updates - Messages opened Turn the switch off if your firm does not want Quilia activity added to MyCase. #### Subscriptions (Webhooks) Subscriptions are how MyCase notifies Quilia about changes in real-time. ##### What subscriptions do When something changes in MyCase, a subscription notifies Quilia. Subscriptions can cover: - New case imports - Stage and contact updates - Case deletion notifications ##### Manage subscriptions 1. Scroll to the **Subscriptions** section 2. Check the icon beside each subscription. A green check means MyCase confirmed that subscription is active. 3. Hover or focus the icon for details. Use the switch only when you intentionally want to stop or resume that type of update. **Note:** Subscriptions are typically set up automatically when you connect. Only modify if troubleshooting. #### Import existing cases For cases that existed before you connected the integration: 1. Click **Import Existing Case** at the top of Quilia 2. Search for the case by MyCase case URL or case ID 3. Review the case details 4. Click **Import** to bring the case into Quilia The client will receive an invitation to download the app (if auto-invite is enabled). **Tip:** You can also import cases using the Quilia Case Connect browser extension while browsing MyCase. #### Disconnecting MyCase Use the power icon in the integration header to disconnect MyCase. Quilia asks you to confirm before disconnecting. You will need to reconnect the integration before syncing can resume. #### Best Practices 1. Set up case type mapping first — this ensures cases import correctly 2. Choose the invitation triggers that match your intake workflow 3. Choose your note mode early — changing later creates mixed note styles 4. Don't disable subscriptions unless troubleshooting 5. Test with one case before relying on automation #### Troubleshooting ##### Cases Not Importing 1. Check that the required subscriptions are active 2. Verify the case type is mapped 3. Turn on **Show unmapped types** and check whether the source type still needs a mapping 4. Check that the MyCase connection is active (not expired) ##### Activity Not Syncing to MyCase 1. Verify the integration shows as "Connected" 2. Check that **Send client activity to your CMS** is on 3. Wait a few minutes for the next sync 4. Look for errors in the integration dashboard ##### Authentication Expired 1. Go to **Settings → Integrations** 2. Click **Manage** next to MyCase 3. Follow the reconnect prompt and sign in to MyCase again ### Neos + Quilia: Integration Guide https://www.quilia.com/support/firms/neos-integration-quilia-step-by-step-guide/ Connect Neos with your firm's company ID, then configure which cases enter Quilia and when clients receive access. **Neos and Neostella are different integrations**; this guide is for Neos. #### What you need - Quilia admin access - Your firm's Neos company ID Ask your Neos administrator or Quilia onboarding contact for the company ID. You do not need to enter partner API keys, a client secret, or a Neostella tenant ID. #### Connect Neos 1. In Quilia, go to **Settings → Integrations**. 2. Find **Neos** under **Case management** and select **Connect**. 3. Enter the Neos company ID and save. 4. Confirm Neos shows **Connected**. #### Configure the integration Select **Manage** next to Neos and review: - **Case Types:** Map Neos case types to Quilia case types. - **Client Access:** Choose whether clients are invited on import, after Quilia detects active work, or at selected phases. - **Staff:** Review how Neos case assignments map to Quilia team members. - **Subscriptions and settings:** Choose the supported changes Quilia should monitor and what client activity should return to Neos. #### Test with an existing case 1. Select **Import Existing Case** at the top of Quilia. 2. Enter the numeric Neos case number. 3. Review the client, case type, and assigned staff. 4. Choose whether to send an invitation now, then complete the import. #### What syncs ##### Neos to Quilia - New cases through scheduled detection - Client and case information - Phase updates supported by the connection - Staff assignments when available ##### Quilia to Neos - Client activity and CaseChat logs - Client-uploaded documents Neos uses scheduled checks rather than real-time new-case webhooks, so a newly created case may wait until the next sync cycle. Use **Import Existing Case** when you need a specific case immediately. #### Troubleshooting - **Connection failed:** Verify the company ID with your Neos administrator. Do not enter Neostella credentials. - **A case did not import:** Confirm its Neos case type is mapped and the primary client has a usable mobile number, then wait for the next scheduled check or import it manually. - **Activity or documents are missing:** Confirm the integration still shows Connected and allow one background sync cycle. - **Still blocked:** Contact Quilia support with the organization name, Neos company ID, and case number. Do not send passwords. ### Office Locations and Business Hours https://www.quilia.com/support/firms/office-locations-and-hours/ Your firm's business hours and office locations appear in the Quilia client app, telling clients when and where they can reach you. Keeping these details current ensures that review requests, payments, and referrals route to the right place. You can manage all of these details under **Settings**, then **Organization**. #### Operation Hours Your operation hours tell clients when they can expect a response from your team. This does not prevent a client from sending a message outside of these hours, but it sets clear expectations for when you are at your desk. Under **Operation Hours**, you can set: - **Available Weekdays:** Your regular Monday through Friday business hours. - **Available Weekends:** Your Saturday and Sunday hours, if your firm is open on weekends. These hours appear directly in the client app on your firm's profile. They are shown in the primary location's timezone. #### Primary Location Your firm must have one primary location. This is your main headquarters or mailing address, and it acts as the default for any client or staff member not assigned to a specific office. Under **Locations**, select your primary location to configure its details. The information you provide here powers several features across Quilia: | Setting | What it does | | --- | --- | | **Phone, Fax, Email, Website** | Shown on your firm's profile in the client app so clients can contact you directly. | | **Address** | Displays in the app and provides a map link for clients traveling to your office. | | **Timezone** | Dictates when your operation hours begin and end. | | **Review Link** | The Google or Yelp link used when Quilia asks a happy client for a review. | | **Payments Link** | The destination for clients who need to pay an invoice online. | | **Case Referrals Email** | The inbox that receives new case referral forms submitted by clients in the app. | | **Social links** | Your firm's Facebook, Instagram, LinkedIn, and X profiles, linked directly from the client app. | #### Additional Locations If your firm operates out of more than one office, you can add them as additional locations. This ensures clients see the address and contact details of the office that is actually handling their case, and it allows you to route their reviews to the correct local Google Business profile. Select **Add Location** under **Locations** to create a new office. - **Location Name:** A clear name for the office, like "Downtown" or "Northside." - **No physical address:** Check this box if the location is remote or virtual. Quilia will hide the map and address from clients assigned to this office. - **Filevine office:** If your firm connects to Filevine, this option appears. It maps your Quilia location to a specific Filevine office, keeping the two systems in sync. ##### Assigning a location to staff Once a location is created, you assign it to the people who work there. Go to **Settings**, then **Team**, and select the pencil icon on a team member's row to open **Edit user**. Choose their office under **Location**, then select **Save**. See [Adding Team Members](/support/firms/adding-team-members). When a client's case is handled by that staff member, the client app will display the details of the staff member's assigned location instead of the primary location. If you provide a distinct **Review Link** for an additional location, clients handled by that office are directed there. If the additional location has no link of its own, Quilia falls back to the firm-wide link on your primary location. ### Onboarding New Clients with Quilia https://www.quilia.com/support/firms/onboarding-new-clients/ Use this checklist for each new client after your organization and case management integration are configured. If your firm is still setting up Quilia, begin with the [Quilia Firm Setup Checklist](/support/firms/onboarding-checklist/). The goal is not simply to send an invitation. A client is successfully onboarded when the correct case is in Quilia, the client can sign in, and they know the first useful thing to do. #### 1. Confirm the source record Before the case reaches Quilia, check the client's record in your case management system: - The client's name is correct. - The primary mobile number and email address are current. - The case or matter type is one your firm has mapped to Quilia. - The responsible staff and current phase are accurate when your integration syncs them. Correct the source record first. Editing the same information separately in multiple systems creates conflicting versions and makes future syncs harder to understand. #### 2. Prepare the invitation experience Before any import that may send an invitation: - Tell the client what Quilia is and that an invitation is coming by text, email, or both. - Confirm your firm's **Welcome message** automation is enabled and its copy is current. - Use a delayed invitation setting under **Settings → Integrations → Manage → Client Access** if staff need to review the Quilia case before the client is contacted. A short explanation is enough: > I’m sending you an invitation to Quilia by text and email. It is where you can receive updates, share information, and see what our firm needs from you. Let’s make sure you can sign in before we finish. Set this expectation during the intake call or meeting so the invitation does not look like an unsolicited message. An administrator can review the welcome automation under **Messaging → Automations**; see [Setting Up Automated Welcome Messages](/support/firms/automated-welcome-messages/). #### 3. Get the case into Quilia Depending on the integration, Quilia may receive a new case automatically through a webhook or a scheduled check. To add a case immediately, select **Import Existing Case** at the top of Quilia and find the case in your connected system. Importing the case and inviting the client are separate actions. During a manual import, review the invitation choice before confirming. For automatic imports, the integration's **Client Access** setting determines when the invitation is sent. See [Automatic Case Import and Client Invitations](/support/firms/understanding-auto-import-and-auto-invite/) for the available triggers. #### 4. Review the Quilia case Open the imported case and verify: - The correct client is attached. - The phone number or email address the client will use is present. - The Quilia case type is correct. - The appropriate staff members appear. - The current phase and other mapped values look right. If the case type or staff assignment is consistently wrong, correct the integration mapping under **Settings → Integrations → Manage** instead of repairing every new case by hand. #### 5. Send or confirm the invitation The invitation may be sent: - As soon as the case imports. - When Quilia detects active work on the case. - When the case reaches a selected phase. - Manually by a staff member. If the client was already invited but never activated, a selected phase may send another reminder. Check the case before repeatedly sending manual invitations. #### 6. Help the client sign in When possible, keep the client on the call or in the room until they reach Quilia successfully. 1. Have the client open the invitation from their text message or email. 2. They can download the mobile app or use Quilia on the web. 3. They must sign in with the same phone number or email address that received the invitation. 4. Quilia sends a verification code; there is no password to create. 5. Confirm the client reaches their Quilia home screen. For detailed troubleshooting and printable client handouts, use [Inviting Clients to Download the Quilia App](/support/firms/inviting-clients-to-download-the-quilia-app/). #### 7. Give the client one useful first action Do not turn the first session into a tour of every feature. Ask the client to complete one action that matters now, such as: - Uploading accident photos or a requested document. - Completing an intake form. - Reviewing a message from the firm. - Recording current symptoms or missed work when relevant to the case. Completing one real task confirms that the client can use Quilia and gives them a reason to return. #### 8. Confirm the welcome message arrived Your firm's **Welcome message** automation should run when the client is invited. Check that it: - Sounds like your firm. - Gives a clear next step. - Provides a direct way to contact the team. - Avoids promises about timing, value, or outcome. If the message is missing, confirm the automation was enabled before the invitation and review the case activity for a failed send. Correct the automation before inviting another client. #### 9. Set communication expectations Before ending the intake conversation, explain: - What the firm will send through Quilia. - What information the client should add there. - How urgent questions should be handled. - When the client should expect the next update. Do not ask the client to learn every screen at once. Tell them what is relevant today and introduce other features when the case needs them. #### 10. Verify onboarding is complete The client is onboarded when: - The correct case and client data appear in Quilia. - The client has successfully signed in. - The welcome message arrived. - The client completed or understood the first requested action. - The responsible staff member can see the client's activity. If one of these is missing, follow up while the intake conversation is still recent rather than waiting for the next case milestone. #### Related articles - [Inviting Clients to Download the Quilia App](/support/firms/inviting-clients-to-download-the-quilia-app/) - [Automatic Case Import and Client Invitations](/support/firms/understanding-auto-import-and-auto-invite/) - [Setting Up Automated Welcome Messages](/support/firms/automated-welcome-messages/) - [Enabling Document Sharing With Clients](/support/firms/enabling-document-sharing/) ### Organization Profile and Branding https://www.quilia.com/support/firms/organization-profile-and-branding/ Your organization profile and branding settings control how your firm is presented to clients using the Quilia app. By customizing your name, logos, and brand colors, you provide a consistent, recognizable experience that helps clients trust the communication they receive. These settings are managed in your portal under **Settings**, in the **Organization** section. #### Organization Details The organization details represent your firm globally across the app. * **Name:** The official name of your firm. This name appears in client notifications, emails, and throughout the Quilia app when referring to your office. * **Icon:** A smaller image, typically square. Clients see this icon in tight spaces, such as next to chat messages or on compact screens. * **Logo:** Your full firm logo. Clients see this in larger spaces, such as emails or wide headers. Standard image formats like PNG and JPEG are recommended. Any strict size or dimension limits enforced by the system are displayed directly on the upload screen. #### Organization Screen Buttons You can match the buttons clients tap in the app to your firm brand. * **Tile Color:** The background color of the tiles and buttons in the Quilia app. * **Icon Color (inside):** The color of the icon displayed inside the button. Ensure this contrasts well with the Tile Color so clients can easily see it. #### Location branding If your firm operates multiple offices, you can present a localized brand to clients based on their assigned location. When location branding is active, clients assigned to that office see its specific name, logo, and colors instead of the main organization branding. * **Enable location branding:** Turn this toggle on to use location-specific branding for clients at this office. * **Name:** The name of the specific location. * **Inside/Outside Icon Color:** Customize the icon colors to match the location brand identity. * **Icon** and **Logo:** Upload images specific to this office, if they differ from the main firm. ### Paralegal Mobile App Features https://www.quilia.com/support/firms/paralegal-mobile-app-features/ Paralegals play a crucial role in case management. Here's how to use the mobile app effectively. #### Daily Workflow ##### Morning Review - Check overnight messages - Review new document uploads - Flag items needing attorney attention ##### Throughout the Day - Respond to routine client questions - Track treatment appointments - Update case notes #### Document Management From mobile you can: - Preview incoming documents - Categorize and label - Request missing documents from clients - Note issues for follow-up #### Client Communication Paralegals often handle: - Initial case setup questions - Document collection - Appointment coordination - General case inquiries #### Using Templates Access paralegal-specific templates: - Document request messages - Appointment reminders - Treatment follow-ups - Status check-ins #### Escalation Know when to involve the attorney: - Legal advice questions - Settlement discussions - Upset or frustrated clients - Significant case developments ### Providers and Keeping Provider Information Accurate https://www.quilia.com/support/firms/providers/ Medical providers are at the center of most injury cases. Quilia collects provider information from several places and then works on it in the background, every day, so the doctors and clinics on your cases have the right names, addresses and NPI numbers without your team looking them up. #### The Providers setting The **Providers** switch on **Settings → Features** shows the **Providers** section in your portal sidebar. It is there for firms that track medical providers. Firms in practice areas that don't, such as family law or bankruptcy, can turn it off to hide the section. Only admins can change it, and you select **Save** at the bottom of the page after changing it. #### Where provider information comes from - **Your clients:** clients add the doctors and clinics they visit in the Quilia app. - **Documents:** when a client uploads medical documents or a provider's business card, Quilia reads the provider's details from them. - **Your case management system (CMS):** providers come in with your cases, and for Filevine, CasePeer and Clio, Quilia also imports your firm's provider contact list. - **Your firm:** your team can add providers in the portal. See [Adding Your Preferred Provider List](/support/firms/adding-your-preferred-provider-list). #### What Quilia does to keep it accurate Each of these runs automatically on a schedule. None of them sends anything to your clients. ##### NPI numbers - **Finding NPIs:** every hour, Quilia looks up providers that don't have an NPI yet in the national NPI registry (NPPES), matching them by phone number, and fills in their NPI and specialty. New providers from a CMS import are looked up right away. - **Re-checking NPIs:** every week, Quilia re-checks stored NPI numbers against the registry. If an NPI has been deactivated, the provider's "NPI verified" badge is removed. ##### Names - **Name cleanup:** every night, Quilia reviews providers added in the last two days. It fixes how the name is written and the provider type, and takes entries that are not really providers (such as insurance companies) out of the directory. Providers that someone has edited by hand are left alone. ##### Addresses and contact details - **Address standardization:** every hour, addresses are checked against the U.S. Postal Service so they have the correct street, city, state and ZIP code. - **Missing addresses:** every day, Quilia searches for an address for providers on your cases that have a name and a city or state but no street address. - **Website and email:** every few hours, Quilia looks up the website and email address of providers on your cases that don't have them yet. ##### Duplicates - **Automatic merging:** every day, Quilia merges providers that are clearly the same, meaning a nearly identical name plus the same phone number or address. It then removes any provider your firm's list now shows twice. - **Reviewed merges:** after that, the possible duplicates that a simple rule can't settle are reviewed one by one. Only the clear cases are merged or ruled out. The rest stay as they are. ##### Connecting providers across Quilia - **Shared directory:** every night, each provider on your firm's list and on your cases is linked to one shared record in Quilia's provider directory, so a fix made once reaches every place that provider appears. - **Doctors and their clinics:** every day, an individual doctor is grouped under the one clinic they clearly work at (for example, the only clinic with the same phone number or address). Both records stay. This only groups them for display. - **Matching to your list:** every night, providers that clients or your CMS added to a case are matched to your firm's provider list when exactly one provider on the list has the same name and phone number. Anything less certain waits for your team (see below). ##### Your CMS - **Weekly refresh:** every Monday, Quilia re-imports the provider contact lists of firms connected to Filevine, CasePeer or Clio. Only new providers are added, and the new addresses are then standardized. - **Writing client-added providers back:** for Clio, Filevine, Salesforce, Litify and CasePacer, the **Settings** section of your integration page has a **Write client-added providers back** switch. When it is on, a provider your client adds in the app is also added to the case in your CMS. Go to **Settings → Integrations** and select **Manage** next to your CMS to find it. ##### Provider outreach - **Email checks:** before Quilia emails a provider about their listing in the Quilia directory, it checks that the address is deliverable and skips addresses that belong to records, lien or billing companies. #### Reviewing and fixing providers in the portal Select **Providers** in the sidebar to see your firm's providers. You can search the list, and select **Add Provider** to add one. To fix a provider, select their name to open their page, then select **Edit Provider**. When providers are waiting to be matched to your list, an **Unmatched** button with the count appears at the top of the **Providers** page. Select it to open **Unmatched Providers** and match or dismiss each one. For Filevine, see also [Filevine: Exporting Medical Providers](/support/firms/filevine-exporting-medical-providers). ### Quick Case Updates from Mobile https://www.quilia.com/support/firms/quick-case-updates-mobile/ Update clients quickly between meetings, from court, or while traveling using the mobile app. #### Sending Quick Updates 1. Open the Quilia app 1. Go to the relevant case 2. Tap "Quick Update" 3. Select an update type 4. Add optional notes 5. Send #### Update Types Available - Case status change - Document received - Appointment reminder - General update - Custom message #### Using Pre-Built Templates Templates speed up common updates: > Quick check-in: Just wanted to let you know your case is progressing. No action needed from you right now. > Received documents: Got your documents. Reviewing them now. Will follow up if I have questions. > After meeting: Just finished a call with the insurance adjuster. Will send a full update soon. #### When to Use Quick vs Full Updates ##### Quick Update - Simple status acknowledgment - Brief reassurance - Time-sensitive notification ##### Full Update (Portal) - Detailed case developments - Complex information - Documents to review #### Dictation Tap the microphone to dictate updates hands-free. ### Quilia Firm Setup Checklist https://www.quilia.com/support/firms/onboarding-checklist/ Use this checklist once when your firm first launches Quilia. It covers organization-wide setup, not the steps staff repeat for each new client. For that daily workflow, see [Onboarding New Clients with Quilia](/support/firms/onboarding-new-clients/). #### 1. Choose an organization administrator Create or access your firm's account at [portal.quilia.com](https://portal.quilia.com/). Select at least one person who owns the initial setup and can make organization-wide decisions. An administrator should: - Confirm the firm's name, contact information, and locations under **Settings → Organization**. - Add the first team members under **Settings → Team**. - Decide who can manage integrations, billing, and other administrative settings. Add individual staff accounts instead of sharing one login. See [Adding Your Team Members](/support/firms/adding-team-members/) for the role and invitation steps. #### 2. Connect your case management system Open **Settings → Integrations**, find your case management system, and select **Connect**. Complete the authorization flow for that provider and return to Quilia when it finishes. The integration should show **Connected** before you configure it. If Quilia reports an expired sign-in, use **Reconnect** rather than creating a second connection. #### 3. Configure the integration Select **Manage** next to the connected integration. The available tabs depend on the case management system, but complete each tab your integration provides: - **Case Types:** Match the case or matter types your firm uses to the appropriate Quilia case types. - **Client Access:** Choose when clients receive an invitation: on import, when work activity is detected, or at selected phases. - **Staff:** Decide which case team members appear in Quilia and which are visible to the client. - **Documents:** Confirm the shared folder or document behavior when the integration supports document syncing. - **Fields, Offices, or other provider-specific tabs:** Map only the data your firm's workflow actually uses. Keep importing and inviting conceptually separate. A case can exist in Quilia before its client is invited. [Automatic Case Import and Client Invitations](/support/firms/understanding-auto-import-and-auto-invite/) explains the three invitation triggers. #### 4. Configure the welcome experience Open **Messaging → Automations** and edit the automation named **Welcome message**. Every firm starts with this automation switched off. Review its copy and keep it off until your team has checked which existing clients match its recipients. Turning it on can queue messages for those clients, not only people invited later. The welcome message sends when a client is invited. Keep it short, tell the client what to do first, and give them a direct way to reach the firm. See [Setting Up Automated Welcome Messages](/support/firms/automated-welcome-messages/) for the full checklist. #### 5. Import one test case Use **Import Existing Case** at the top of Quilia and choose an approved test case with test-only contact details that your setup administrator can verify. If you must use a real client record, temporarily disable automatic invitation triggers under **Manage → Client Access** before importing, then restore the intended settings after testing. Turning off the invitation option in the import dialog prevents only the immediate invitation; work-activity or selected-phase triggers can still invite the client later. Before inviting the client, confirm: - The case imported into the expected Quilia case type. - The correct client and contact information appear. - The intended staff members appear on the case. - The current phase, office, and mapped fields are correct when your integration supplies them. - Document sharing behaves as expected when enabled. Fix the mapping or integration setting that produced incorrect data, then repeat the test. Do not compensate for a bad mapping with a manual cleanup process your team would need to repeat on every case. #### 6. Test the invitation and first login Use a test client or an internal phone number and email address approved for testing. Send the invitation and complete the same flow a client will use: 1. Open the invitation by text or email. 2. Download the Quilia app or continue on the web. 3. Sign in with the invited phone number or email address. 4. Enter the verification code. 5. Confirm the welcome message and first requested action are clear. The staff-facing walkthrough is in [Inviting Clients to Download the Quilia App](/support/firms/inviting-clients-to-download-the-quilia-app/). #### 7. Give staff one repeatable workflow Before launch, tell staff: - How cases enter Quilia. - Who checks failed or incomplete imports. - Which invitation trigger the firm uses. - Who helps a client finish the first login. - Where staff should monitor client activity and respond. Run one complete test with the intake and case-management staff who will perform these steps. Launch when they can explain the workflow without relying on an administrator to repair each case. #### Launch complete Your firm is ready when one case can travel from the case management system into Quilia, reach the correct staff and client, and deliver the intended welcome experience without manual data repair. Use [Onboarding New Clients with Quilia](/support/firms/onboarding-new-clients/) as the repeatable checklist after launch. ### Read a Client's Conversation with ℚ https://www.quilia.com/support/firms/read-client-q-conversations/ ℚ is the guide that answers your clients in the Quilia app and by text. Every conversation is saved on the client's case, and anyone on your team can read it from the case page. #### Open the conversation 1. Go to **Cases** in the portal and open the client's case. 2. In the sidebar on the right, under the CaseChat button, click **Open ℚ conversation**. The number on the button is how many messages the conversation has. The conversation opens in a panel beside the case. If the client hasn't talked to ℚ yet, the panel says **No ℚ conversation yet**. #### What you'll see - **Every message, in order,** with the client's name or ℚ above each one, and the time it was sent. - **SMS** next to any message the client sent by text, so you can tell texts from messages typed in the app. - **Where the client was in the app**, when they wrote to ℚ from a particular screen, such as their providers or their incident. Click it to open that part of the case. - **Saved** on a ℚ reply that recorded something on the case, such as a rescheduled visit or a new provider. Click it to see each item ℚ saved and open where it landed. The panel is read only. Your team can't reply to the client from here. To write to the client, use CaseChat or send a message. #### What reaches your file without opening the panel You don't have to read every conversation to keep up. What ℚ records goes straight onto the case, the same as if the client had entered it in the app. After each conversation, ℚ also writes one short note on the case that sums it up, and that note goes to your case management system like any other client note. When a client asks about something that needs a person, such as money, fault or treatment choices, ℚ sends them to your team instead of answering, with your office's contact details on the reply. #### Good to know - Clients reach ℚ from the home screen of the Quilia app, or by texting ℚ's number from their invitation. Both land in the same conversation. - A long conversation shows its most recent messages. - To learn more about how ℚ works, see [how Quilia uses AI](/how-it-works/artificial-intelligence/). ### Recommended Case Phases & Suggested Client Messages https://www.quilia.com/support/firms/recommended-case-phases/ #### **How Phase Messaging Works in Quilia** In **Quilia**, firms set up phase messages at the start. These messages are automatically sent to clients when the firm updates the case’s phase (matter, stage, class, etc) in their case management system. This means: ✅ You only need to configure messages once. ✅ When a case moves forward, Quilia **automatically** notifies the client. ✅ Clients stay informed **without your team needing to manually send updates**. #### **Your Phases on the Integration Page** Quilia keeps a list of your case phases for each case management system (CMS) you connect. To see where they are used, go to **Settings → Integrations** and select **Manage** next to your CMS. ##### The Case Phases tab The **Case Phases** tab (**Matter Stages** for Litify) only shows for integrations where Quilia does not read phases from your CMS, so your firm enters them by hand. For CMSs that Quilia reads directly, phases come in from your CMS automatically and there is no tab to manage. When the tab is there, it lists each phase by **Phase Name** and **Applies To** (the case types that use it). You can: * **Add** a phase, give it a name, and choose the case types it applies to. * Drag phases into the order your cases move through them, then select **Save**. * Delete a phase you no longer use. * Use **Filter** to see the phases for one case type. A phase that sends an invitation or closes client access shows a small icon next to its name. ##### What your phases drive * **Phase messages:** messages Quilia sends the client when their case enters a phase. See [How to Create and Send Automated Phase Messages in Quilia](/support/firms/how-to-create-and-send-automated-phase-messages-in-quilia). * **Invite at selected phases:** on the **Client Access** tab, choose the phases that send the client an invitation to Quilia when their case reaches them. See [Understanding Auto-Import and Auto-Invite](/support/firms/understanding-auto-import-and-auto-invite). * **Close client access:** on the same tab, Quilia closes access when your CMS reports a case closed, and you can also choose phases that close access. * **Phase tracking:** for integrations with a **Case Phases** tab, the **Settings** section of the page has **Phase tracking**, where you choose whether one phase applies to the whole case or each client on the case is tracked separately. #### **Step 1: Setting Up Your Case Phases in Your Case Management System** Before you can use Quilia’s automated messaging, ensure that **your case phases are set up properly in your case management software** (Clio, MyCase, Filevine, etc.). If your system already has phases configured, **skip to Step 2** to add messages. If not, follow these steps: 1. **Decide on your case phases.** - Workers’ Compensation and Personal Injury cases typically follow a set structure (see recommended phases below). 2. **Check how your case management system handles phases.** - Some systems use **statuses, stages, or classes** instead of "phases." Ensure you understand where phase updates should be made. 3. **Create or rename your phases.** - If your software allows customization, align phase names with what makes sense for your workflow. 4. **Test an update.** - Move a test case through different phases and ensure Quilia receives the updates correctly. #### **Step 2: Writing Your Phase Messages** Once your case phases are set up, you can create **clear, informative client messages** for each one. **Tips for Writing Phase Messages:** ✅ Set **expectations** (e.g., how long this phase takes, what happens next). ✅ Provide **next steps** if the client needs to take action. ✅ Avoid legal jargon, and keep it client-friendly. ✅ Mention **Quilia app features** (e.g., "Upload documents in the Quilia app"). #### Suggested Phases and Messaging The messages below are starting points for the phase structure, not finished copy. Before you write the real ones, read [Writing Messages Clients Actually Understand](/support/firms/writing-messages-clients-understand/) and the guide for the specific phase you are working on. They go much deeper, and they will save you a rewrite later. One rule from that guide is worth repeating here, because it shapes every message on this page: **write the state, not the moment.** A phase message tells you exactly one thing, which is that somebody moved a case into a bucket with that name. It does not tell you when the underlying event happened, or which step inside the phase is finished. So describe what the stage involves, never what the firm just did. “We have sent your demand to the insurance company” is a guess. The phase may have been set a week early, or three weeks late, or by someone clearing a backlog on a Friday. “Your case is in the demand stage, and here is what that involves” is true no matter when the phase was set. For complete, copyable messages that already follow this rule, see [Example Phase Messages](/support/firms/example-phase-messages/). ##### **Motor Vehicle Accident (MVA) & General Personal Injury Case Phases** 1. **Intake** – Initial consultation, case evaluation, and signing agreements. - *Suggested Message:* “We’ve started working on your case. Here’s what to expect in the next few weeks…” - *Consider including:* How long intake takes, what documents the client should provide, and what happens next. 2. **Documentation** – Gathering medical records, police reports, and other key evidence. - *Suggested Message:* “We’re collecting all necessary documents to build your case. If you receive any new medical records or bills, please upload them in the Quilia app.” - *Consider including:* The importance of complete documentation, how clients can help, and estimated timeline. 3. **Treatment** – The injured party is actively treating with doctors, therapy, and rehab. - *Suggested Message:* “Your treatment is one of the most important parts of your case. Keep attending all appointments and track your progress in the Quilia app.” - *Consider including:* The importance of following the treatment plan, reporting pain levels, and updating any changes in condition. 4. **Demand** – The attorney prepares and sends a demand letter to the insurance company. - *Suggested Message:* “We’re preparing to send a demand for compensation. This process can take some time, but we’ll keep you updated on any responses.” - *Consider including:* Expected timeline for negotiations, what a demand letter includes, and next steps. 5. **Negotiation** – Settlement discussions with the insurance adjuster. - *Suggested Message:* “We’re in discussions with the insurance company. Settlement offers can take time, and we’ll let you know when we receive an offer.” - *Consider including:* That negotiations can take multiple rounds, what happens if an offer is too low, and whether the case might need to proceed further. 6. **Complaint** – Filing a lawsuit if a fair settlement isn’t reached. - *Suggested Message:* “Your case is now in the litigation stage. This is a normal step and it does not mean anything has gone wrong. Most cases still settle without a trial. Please do not post about your injury or your case on social media.” - *Consider including:* That most cases settle without a trial, which is the single most reassuring true thing you can say here and clients almost never know it. Also the social media warning, which is the client behaviour most likely to damage a case. See [What to Say in a Litigation Phase Message](/support/firms/litigation-phase-messages/). - *Do not:* Say “we are filing the papers today.” The phase does not tell you that, and it is a guess the client will repeat to family. 7. **Discovery** – Both sides exchange evidence, take depositions, and build their cases. - *Suggested Message:* “We’re in the discovery phase, where both sides gather and share evidence. You may need to answer written questions or give a deposition.” - *Consider including:* The importance of cooperation, preparation for depositions, and next steps. 8. **Trial** – If no settlement occurs, the case proceeds to court. - *Suggested Message:* “Your case is heading to trial. We will guide you every step of the way and help you prepare.” - *Consider including:* The trial process, possible court dates, and expected outcomes. 9. **Settlement** – The case resolves before or during trial, and funds are disbursed. - *Suggested Message:* “Your case has settled. Settling is not the last step, so here is what is left: paperwork to sign, the insurance company sending the funds, then the bills that get paid back from your settlement. We will walk you through the full breakdown before anything is paid out.” - *Consider including:* That the total is not the take-home amount, and that fees and medical bills come out of it. See [What to Say in a Settlement Phase Message](/support/firms/settlement-phase-messages/). - *Do not:* Promise a payment date. The insurance company controls when funds arrive, and a date you miss is the call you did not want. And do not say “we settled” for a phase that only means an offer arrived, which is the most damaging mix-up in this stage. 10. **Closed** – The case is officially completed. - *Suggested Message:* “Thank you for trusting us with your case. Keep your paperwork and medical records somewhere safe. If a bill from this accident turns up later, or you hear from a collections agency, call us before you pay anything.” - *Consider including:* What to keep, who to call about a late bill, an open invitation to ask for anything, and that the app stays useful after the case ends. See [What to Say in a Case Closure Phase Message](/support/firms/case-closure-phase-messages/). - *Do not:* Announce that the case is closed. You cannot tell from the phase whether the client has actually been paid, and “your case is now closed” lands badly on someone still waiting on money. Make it a thank-you letter instead. ##### **Workers' Compensation Case Phases** 1. **Intake** – Injury reported, claim initiated. - *Suggested Message:* “Your workers' compensation claim has been started. We’ll guide you through what happens next.” - *Consider including:* Claim submission timeline, what documents are needed, and the importance of medical treatment. 2. **Claim Denied** – The insurance carrier denies the claim (can move back to Open if appealed). - *Suggested Message:* “Your claim has been denied, but we’re fighting back. We’ll discuss the next steps for appealing.” - *Consider including:* Why claims get denied, the appeal process, and how long it may take. 3. **Claim Open** – The claim is accepted, and benefits are being evaluated or provided. - *Suggested Message:* “Your claim is open, and we’re ensuring you receive the benefits you deserve.” - *Consider including:* What benefits the client is eligible for, how wage replacement works, and how to report treatment updates. 4. **Treatment** – The injured worker is receiving medical care and work status is being monitored. - *Suggested Message:* “Continue attending all medical appointments and updating us on your condition through the Quilia app.” - *Consider including:* Importance of following the treatment plan, what to do if denied care, and tracking improvement. 5. **Hearing / Dispute Resolution** – Used if the case enters a hearing, mediation, or appeal (can cycle in and out as needed). - *Suggested Message:* “Your case is moving to a hearing to resolve a dispute. We will prepare you and represent you throughout the process.” - *Consider including:* Why the hearing is happening, what the client should expect, and potential outcomes. 6. **MMI (Maximum Medical Improvement)** – The doctor determines the worker has recovered as much as possible, and disability status (PTD/PPD) is assessed. - *Suggested Message:* “Your case is at the stage we call Maximum Medical Improvement, or MMI. It means your doctors expect your condition to stay about where it is now. We will review what that means for your benefits and talk it through with you.” - *Consider including:* What MMI means in plain words, how disability ratings work, and the impact on future benefits. - *Do not:* State what a specific doctor decided. The phase tells you the case moved, not what any individual provider concluded or when. 7. **Settlement** – A resolution is reached, either through a lump-sum payout or structured settlement. - *Suggested Message:* “Your case has settled. Settling is not the last step, so here is what is left: paperwork to sign, then the funds, then the bills that get paid back from your settlement. We will go through the full breakdown with you before anything is paid out.” - *Consider including:* Lump sum versus continued benefits, and that the total is not the take-home amount. - *Do not:* Promise a payment date. See [What to Say in a Settlement Phase Message](/support/firms/settlement-phase-messages/). 8. **Closed** – The case is officially completed. - *Suggested Message:* “Thank you for trusting us with your case. Keep your paperwork and medical records somewhere safe. If a bill from this injury turns up later, call us before you pay anything.” - *Consider including:* What to keep, who to call about a late bill, and post-settlement options. - *Do not:* Announce that the case is closed, for the same reason as the personal injury phase above. ### Requesting Medical Records from Clients https://www.quilia.com/support/firms/requesting-medical-records-clients/ Getting complete medical records is essential for personal injury cases. This guide helps you communicate effectively with clients about record requests. #### What Records to Request - Emergency room records from the accident - Primary care physician notes - Specialist consultations - Physical therapy records - Imaging reports (X-rays, MRIs, CT scans) - Prescription records #### How to Ask Keep your request specific and provide clear instructions: "Hi \{\{firstName\}\}, to move your case forward, we need medical records from [Provider Name]. Please either: 1) Upload any records you have to the app, or 2) Let me know the provider's contact info so we can request them directly." #### Following Up If records are delayed, send a gentle reminder: "Just checking in on those medical records from [Provider]. Having complete documentation will help us maximize your recovery. Need any help with this?" #### Tips for Success - Be specific about which providers and date ranges - Offer to handle requests directly when possible - Explain how records impact their settlement - Set realistic timelines for gathering records ### Requesting Police Reports from Clients https://www.quilia.com/support/firms/requesting-police-reports/ Police reports are crucial evidence in auto accident cases. Here's how to communicate about them with clients. #### Initial Request > Do you have a copy of the police report from your accident? If not, I can request it, or you can obtain it from [local police department]. The report number is helpful if you have it. #### If Client Has Report > Great, please upload the police report to the app. I'll review it for: 1) Liability determination, 2) Witness information, 3) Officer observations. This is important evidence for your case. #### If No Report Was Filed > I understand no police report was filed at the scene. This isn't ideal but doesn't ruin your case. We'll rely more heavily on other evidence: photos, witness statements, and medical records. #### Explaining Report Contents > I reviewed your police report. Here's what it shows: [summary]. The officer noted [key observations]. This [helps/creates challenges for] establishing fault. Let me know if you have questions. #### Report Discrepancies > I noticed some discrepancies in the police report. The officer wrote [X] but you mentioned [Y]. Let's document your version of events in detail. Police reports aren't always 100% accurate and can be challenged. #### How to Obtain Provide clear instructions: - Contact [Department Name] Records Division - Request report number [X] - Fee is typically $5-15 - Can often be requested online - Takes 3-5 business days ### Responding to Client Messages on Mobile https://www.quilia.com/support/firms/responding-client-messages-mobile/ Stay responsive to clients even when you're away from your desk using the mobile app. #### Finding Messages 1. Open the Quilia app 1. Tap the Messages icon 2. View unread messages at the top 3. Tap a conversation to open it #### Composing Responses 1. Type your message in the text field 2. Use templates for common responses 3. Attach photos or files if needed 4. Tap Send #### Using Quick Responses Save time with pre-set responses: - Tap the lightning bolt icon - Select a quick response category - Choose the appropriate template - Edit if needed before sending #### Message Priority Some messages are marked as urgent: - Red badge: Requires immediate attention - Yellow badge: Important, respond soon - No badge: Standard priority #### Best Practices - Respond to urgent messages promptly - Use the portal for complex conversations - Don't discuss sensitive case details on shared devices - Log out when using borrowed devices ### Reviewing Client Pain Logs on Mobile https://www.quilia.com/support/firms/reviewing-pain-logs-mobile/ Monitor your clients' documented pain levels directly from your phone to stay informed about their recovery. #### Accessing Pain Logs 1. Open the Quilia app 1. Go to Cases and select a client 2. Tap "Pain Log" or "Health Data" #### Understanding the Display ##### Pain Chart - Line graph shows pain levels over time - Tap any point to see details - Swipe to see different date ranges ##### Body Map - Visual representation of affected areas - Color intensity shows pain severity - Tap areas for detailed notes #### What to Look For - Trends: Is pain improving or worsening? - Consistency: Are they logging regularly? - Spikes: Any sudden increases to investigate? - Notes: What activities or events affect pain? #### Taking Action Based on what you see: - Message client about concerning patterns - Flag for case review in portal - Note important entries for demand preparation - Share with medical experts if needed ### Ride Requests: Letting Clients Ask Your Firm for a Ride https://www.quilia.com/support/firms/ride-requests/ After an accident, plenty of clients have no car and no one to drive them, and a missed appointment is a gap in treatment. Ride requests let a client ask your firm for a ride from the Quilia app. Your case team gets one email with everything needed to book it, and you book the ride with whatever service you already use. A request is one way. There is nothing to approve or close in Quilia: book the ride and let the client know the pickup time. #### Turning ride requests on for a case type Ride requests are off until you turn them on, and they turn on by case type, so a car accident client can ask for a ride while an estate planning client never sees the option. 1. Go to **Settings**, then **Case Types**. 2. Pick the case type in the list on the left. 3. On the **App Settings** tab, find **Transportation**. 4. Turn on **Ride Requests**. 5. To let every client on this case type request rides, also turn on **On for all clients**. Changes save as you flip each switch. Ride Requests sits under Transportation and only shows while Transportation is on for that case type. With **On for all clients** off, ride requests are available on that case type but off for each client until you turn them on from the case. #### Turning ride requests on or off for one client 1. Open the case. 2. Go to the **Incident** page and select the **Rides** tab. 3. Use the **On for this client** switch in the Rides header. The switch overrides the case type default for this client only. Turn it on for the one client who needs rides, or off for the one who should not request them. #### What your case team receives When a client sends a request, the client's case team is emailed right away. The email has: - **Appointment:** the date and time the client needs to be there - **Pick up at:** the address the client will be waiting at - **Going to:** the provider or place, with its address - **Client phone:** so you can confirm the pickup time - **Notes:** anything the driver should know, like a walker or a return trip **View request** opens the Rides tab on the client's case. Replies to the email go to Quilia, not to the client, so contact the client directly to confirm. Clients ask at least 24 hours before the appointment. Each request is also on the case activity, and if your case management system is connected, it reaches the case as a note. #### What the client sees The client finds **Rides** under **Transportation** in the app. Their requests stay listed there with the details they sent, and each one tells them to call your firm if they have not heard back within one business day. See [How to Request a Ride to an Appointment](/support/clients/how-to-request-a-ride) for the client's side. ### Salesforce or Litify Legal Integration Setup Guide https://www.quilia.com/support/firms/salesforce-litify-legal-integration-setup-guide/ This guide walks you through connecting Salesforce or Litify to Quilia using OAuth. You’ll create a Salesforce External Client App, collect the required credentials, and enter them into Quilia. #### Overview To connect Salesforce to Quilia, you will: 1. Create a Quilia External Client App in Salesforce 2. Get the Consumer Key and Consumer Secret 3. Confirm your Salesforce login URL 4. Enter these values into Quilia and save #### What You Need - Salesforce admin access - Quilia organization admin access #### Step 1: Open App Manager in Salesforce 1. Sign in to Salesforce. 2. Click the **gear icon** and open **Setup**. 3. In the **Quick Find** box, type **App Manager**. 4. Click **App Manager**. #### Step 2: Create the Quilia External Client App 1. In **App Manager**, click **New External Client App**. 2. Fill out the basic information: - **External Client App Name:** Quilia Integration - **API Name:** Quilia\_Integration (auto-generated) - **Contact Email:** tech@quilia.com - **Distribution State:** Local - **Info URL:** `https://www.quilia.com/integrations/salesforce/` - **Logo Image URL:** `https://www.quilia.com/logo.png` - **Icon URL:** `https://www.quilia.com/icon.png` - **Description:** Integrates Quilia’s case management capabilities with Salesforce, enabling seamless data synchronization for cases, contacts, notes, and documents. Supports OAuth2 authentication. #### Step 3: Enable OAuth Settings 1. In the same form, check **Enable OAuth Settings**. 2. Set the **Callback URL** to `https://portal.quilia.com/api/integrations/salesforce/callback`. 3. Under **OAuth Scopes**, add only the following: - `Access the identity URL service (id, profile, email, address, phone)` - `Manage user data via APIs (api)` - `Perform requests at any time (refresh_token, offline_access)` - `Access unique user identifiers (openid)` 4. Do **not** add extra scopes such as Chatter, Visualforce, Lightning, Analytics, Data Cloud, or Pardot. #### Step 4: Configure OAuth Flow Options Set the flow options exactly as follows: - **Enable Client Credentials Flow:** Unchecked - **Enable Authorization Code and Credentials Flow:** Checked - **Enable Device Flow:** Unchecked - **Enable JWT Bearer Flow:** Unchecked - **Enable Token Exchange Flow:** Unchecked #### Step 5: Configure Security Options Under **Security Options**, use these settings: - **Require secret for Web Server Flow:** Checked - **Require secret for Refresh Token Flow:** Checked - **Require Proof Key for Code Exchange (PKCE):** Checked - **Enable Refresh Token Rotation:** Unchecked - **JSON Token:** Unchecked Click **Create**. #### Step 6: Set OAuth Policies 1. Open the newly created **Quilia Integration** app. 2. Go to the **Policies** tab. 3. Click **Edit** in the top-right corner. Under **OAuth Policies**, use these recommended settings unless your security team requires otherwise: - **Permitted Users:** All users may self-authorize - **IP Relaxation:** Relax IP restrictions - **Refresh Token Policy:** Refresh token is valid until revoked Click **Save**. #### Step 7: Get the Consumer Key and Consumer Secret 1. Open the **Settings** tab on the Quilia Integration app. 2. Scroll to **OAuth Settings** and expand the section if needed. 3. Click **Consumer Key and Secret**. If Salesforce sends a verification code to your email, enter it when prompted. Salesforce will display: - **Consumer Key** - **Consumer Secret** Leave this screen open for the next step. #### Step 8: Confirm Your Salesforce Login URL Most firms use: `https://login.salesforce.com` If your firm uses a different Salesforce login URL, use the exact address shown in your browser when you sign in. #### Step 9: Enter the Credentials in Quilia 1. Sign in to Quilia as an admin. 2. Go to **Settings → Integrations**. 3. Find **Salesforce** in the Case management list and click **Connect**. 4. Click **Continue** to open the connection details. Enter the following: - **Consumer Key:** From Step 7 - **Consumer Secret:** From Step 7 - **Login URL:** From Step 8 Click **Save**. #### Security Notes - Treat the **Consumer Secret** like a password. - Only share these credentials with trusted team members and your Quilia contact. - Avoid including the Consumer Secret in screenshots or large group emails. After you save, complete the object mapping below before relying on automatic imports. #### Configuring Salesforce or Litify Open **Settings → Integrations**, then click **Manage** next to Salesforce or Litify. In the **Salesforce data mapping** card, click **Finish setup**. On the dedicated mapping page, choose **Salesforce** or **Litify**. Quilia preselects the platform you chose while connecting. Confirm the Salesforce object used for each Quilia record type. Litify usually uses its standard objects; a customized Salesforce organization may use different object names. Ask your Salesforce administrator if you are unsure which objects your firm uses, then save the mapping. After saving, return to the integration page and confirm the connection shows **Connected**. Import one existing matter or create a test matter in Salesforce, then confirm it reaches the expected Quilia case type before enabling the integration for the rest of the firm. ### Saving client uploads to cloud storage https://www.quilia.com/support/firms/cloud-storage-upload-folders/ When clients upload files through the Quilia app, you can have those files automatically saved directly to your firm's cloud storage. This keeps client files organized in one place without requiring staff to download and re-upload them. You can connect Dropbox, Google Drive, or Microsoft SharePoint. Once connected, Quilia creates a dedicated folder for each client and places their uploaded files inside it. This includes any photos, PDFs, or other documents they provide during their case. #### Connecting your storage provider To connect a cloud storage provider: 1. Open **Settings** and navigate to **Integrations**. 2. Select your firm's storage provider: Dropbox, Google Drive, or SharePoint. 3. Follow the on-screen prompts to sign in and authorize Quilia to access your firm's storage account. Once the connection is active, you can configure where the files are stored. #### Dropbox settings In **Settings** under **Integrations**, select your active Dropbox connection to configure: * **Upload Location:** The main folder in your firm's Dropbox where all new client folders will be created. * **Client folder name:** The naming format for the individual client folders created inside the Upload Location. You can adjust this to match your firm's existing filing system. #### Google Drive settings In **Settings** under **Integrations**, select your active Google Drive connection to configure: * **Upload folder:** The main folder in your Google Drive where all new client folders will be created. * **Client folder name:** The naming format for the individual client folders created inside the Upload folder. #### SharePoint settings In **Settings** under **Integrations**, select your active SharePoint connection to configure: * **SharePoint Site:** The specific SharePoint site in your organization to use. * **Document Library:** The library within the selected site where files will be stored. * **Upload Location:** The main folder within the Document Library where all new client folders will be created. #### How the client folder is named Quilia organizes uploaded files by creating a folder for the client. For Dropbox and Google Drive, you control exactly how this folder is named using the **Client folder name** setting. This allows you to include information like the client's name or case details to match how your firm organizes files. ### See What Your Clients See https://www.quilia.com/support/firms/see-what-your-clients-see/ The sample client provides a safe way for your firm to experience Quilia exactly as a client does. It creates a mock case and client profile that you can log into using the mobile app, allowing you to preview how messages, case phases, and documents appear. #### Creating the sample client To set up your sample client, go to **Settings → Organization** and look for the **See what your clients see** card. You will be asked to provide: - **Case type:** The type of case you want to simulate. - **Project ID or URL:** The identifier or web address to associate with the sample case. Once created, you can log in to the Quilia client app using the sample client credentials to see your firm's setup in action. #### What the sample client syncs Because the sample client is a testing tool, its activity is isolated from your actual case management system. - **What it does:** You can send messages, advance case phases, and share documents with the sample client inside the Quilia portal. These actions will trigger notifications and appear in the sample client's app. - **What it does not do:** Quilia does not write any data, notes, messages, or documents from the sample client back to your case management system. You can freely test communication features without worrying about polluting your official case records or triggering automated workflows in your case management system. #### Removing the sample client When you no longer need the sample client or want to start fresh, you can remove it. Return to **Settings → Organization**, find the **See what your clients see** card, and remove the sample client from your firm's account. This deletes the mock case and all associated test data in Quilia. ### Sending Bulk Updates to Multiple Clients https://www.quilia.com/support/firms/sending-bulk-updates-clients/ Sometimes you need to communicate the same information to multiple clients. Bulk messaging makes this efficient while maintaining personalization. #### When to Use Bulk Updates - Office closures or holiday schedules - Staff changes affecting multiple cases - Policy updates that affect clients - Similar case milestone notifications #### Creating a Bulk Message 1. Go to Messages > Bulk Send 2. Select client filter criteria 3. Choose from case status, attorney, or date range 4. Select or create your message template 5. Preview personalized messages 6. Schedule or send immediately #### Filtering Options - By Case Status: Target clients at specific stages - By Attorney: Update a specific attorney's caseload - By Case Type: Segment by injury type - By Date: Cases opened within a range #### Best Practices - Always preview before sending - Double-check filter criteria - Use templates with merge fields - Schedule non-urgent messages for business hours #### Tracking Results After sending, view delivery stats: - Number of messages sent - Delivery confirmations - Client read receipts ### Sending Case Status Updates to Clients https://www.quilia.com/support/firms/sending-case-status-updates/ Regular case updates reduce client anxiety and build trust. This guide shows you how to communicate progress effectively. #### When to Send Updates - Major milestones (demand letter sent, response received) - Monthly during slower phases - Whenever there's news (good or bad) - Before and after depositions or hearings #### What to Include - Current case stage in plain language - Recent progress or completed tasks - Next steps and timeline - Any actions needed from the client #### Sample Status Update "Case Update: We've received all your medical records and are preparing your demand letter. This document outlines your injuries and the compensation we're seeking. I expect to send it to the insurance company within 2 weeks. No action needed from you right now - I'll be in touch once we hear back." #### Handling Delays When things take longer than expected: "I wanted to touch base about your case. We're still waiting on [specific item], which is normal but can be frustrating. Rest assured, I'm following up regularly. Expected timeline: [estimate]." #### Best Practices - Use simple language, avoid legal jargon - Be honest about timelines - End with clear next steps - Invite questions ### Setting up an Organization Alert https://www.quilia.com/support/firms/organization-alert/ The Organization Alert lets you display a firm-wide banner to all of your clients directly in the Quilia app. This is the best way to communicate global updates like office closures, holiday hours, or temporary changes in availability without sending individual messages. When enabled, the alert banner is pinned to the top of the screen in the client app, ensuring they see it before they send a message or check their case. #### Configuring the Organization Alert To set up or change the alert, go to **Settings → Organization** in the portal. 1. Toggle the **Organization Alert** switch to the "on" position. 2. Enter your message in the **Alert Message** field. Keep this brief and direct, such as "Our office will be closed on Monday for the holiday." 3. Choose a **Start Date** for when the alert should appear. 4. (Optional) Choose an **End Date**. If you set an end date, the alert will automatically stop showing after that day. If you leave it blank, the alert will remain visible until you turn the switch off. #### When to use an Organization Alert An organization alert is broadcast to every active client. It is best used for: - **Holiday hours and closures:** Let clients know when the office is closed and when you will return. - **Weather or emergency events:** Notify clients if local conditions affect appointments or response times. - **System or process changes:** Broadcast temporary changes to how clients should submit documents or reach the team. For updates that only affect a single case or a specific group of clients, send a message or use [Automated Phase Messages](/support/firms/how-to-create-and-send-automated-phase-messages-in-quilia) instead. #### Managing the alert with your AI Assistant If you have connected your AI assistant, you can ask it to manage the alert for you. For example, you can tell your assistant, "Set our organization alert to say the office is closed this Friday." See [Connect your AI assistant to Quilia](/support/firms/connect-ai-assistant) for more details. ### Setting Up Automated Welcome Messages https://www.quilia.com/support/firms/automated-welcome-messages/ First impressions matter. When a new client is invited to the Quilia app, an automated welcome message sets the tone for the whole relationship. **Your firm already has one.** Every firm gets a `Welcome message` automation with default copy in it, switched off until someone turns it on. You do not need to build it, only to make it yours. #### Where to find it **Messaging → Automations**, in the automation named **Welcome message**. Edit it the same way as anything else you send. #### When it sends The moment a client is invited to the app, not on a schedule. Its trigger is the client being invited, and it is one of the only automations that sends immediately rather than waiting for the next send window. That matters for how you write it. The client is opening the app for the first time, following the invite link, and this message is what they find waiting. A welcome that arrived the next morning would land in an inbox they had already looked at and found empty. #### What to include A welcome message has one job: make a stressed person feel like they picked the right firm and know what happens next. Five things earn their place. 1. **A thank you, and a way to reach a person.** A phone number and "call any time and we will put you through to your case manager" does more for trust than any paragraph about the firm's history. See [what you can personalize](/support/firms/writing-messages-clients-understand/) for the variables that fill in per client. 2. **That work is underway.** One sentence, and resist listing what you are gathering. A client who handed over their insurance card at signing reads "we are collecting your insurance details" as proof nobody looked at it. 3. **What you need from them, if anything.** Be specific here, where being specific helps. "Add any photos you took at the scene" beats "upload your documents." If you already have everything, say you will ask when you need something. 4. **How to reach you.** A phone number, named explicitly. 5. **The Onboarding video.** Quilia filmed a two-minute explainer for exactly this moment. Put the link on a line by itself so it plays in the app. What to leave out: a timeline, a dollar figure, and anything about what the firm will "aggressively pursue." Week one is when you know the least about the case and the client remembers the most about what you promised. For full sample copy and the worries this message needs to answer, see [What to Say in an Onboarding Phase Message](/support/firms/onboarding-phase-messages/). #### Check the default copy before switching it on The copy that ships with the automation is deliberately generic, because it has to be true for every firm. Read it as a starting point rather than something ready to send, and replace anything that does not sound like you. In particular, take out any line inviting the client to reply. Give them a phone number instead. #### Switching it on Turning an automation on queues sends to everyone who matches it, so it is a deliberate step taken in the portal rather than something the API or an assistant will do for you. Read the copy once more, then switch it on. #### Pro Tips - **Keep it warm but professional** - Clients are often stressed; a friendly tone helps - **Include actionable next steps** - Tell clients what to do first - **Keep it concise** - Clients may skim; put key info up front - **Write it for a seventh-grade reader** - See [Writing Messages Clients Actually Understand](/support/firms/writing-messages-clients-understand/) - **Update seasonally** - Review your message quarterly to keep it fresh ### Setting up Organization-Wide FAQs https://www.quilia.com/support/firms/setting-up-organization-wide-faqs/ Adding frequently asked questions (FAQs) to your Quilia portal helps ensure your clients have quick access to essential information about your firm. These FAQs will be visible in the client app under the help modal in the organization’s information tab (top left corner). ##### How to Add FAQs **Log in to Quilia** - Go to [Quilia Portal](https://portal.quilia.com/settings/organization) and sign in with your admin account. **Navigate to Organization Features** - Click on the settings menu. - Select **Features** from the top menu. - Toggle on **Frequently Asked Questions**. **Navigate to Organization Settings** - Select **Organization** from the top menu. - Scroll down to the **Organization FAQs** card. (This card is only visible if **Frequently Asked Questions** is toggled on in Features.) **Add New FAQs** - Option A: Auto-generate starter FAQs 1. On the **Organization FAQs** card, click **Generate FAQs** (or **Generate starter FAQs**). 2. Quilia will suggest common client questions with draft answers. 3. Review each suggestion, edit for your firm’s policies and tone, then click **Save FAQ**. - Keep these general. Phase-specific items belong in **Phase Messages**. - Double-check phone numbers, office hours, and any legal disclaimers. - Option B: Import FAQs 1. On the **Organization FAQs** card, click **Import FAQs**. 2. Upload a document containing your existing FAQs (supported formats: PDF, Word, PNG, or JPG). 3. Quilia will extract the questions and answers from your file. 4. Review, edit as needed, and save. - Option C: Write your own - Enter a question in the field. - Provide a clear, concise answer. - Click **Save FAQ.** **Review and Edit FAQs** - To edit an existing FAQ, **type into the fields** and they will auto-save. - To remove an FAQ, click the **delete** icon. ##### Where FAQs Appear in the Client App FAQs entered in this section will be displayed in the **client app’s help modal** under the **organization information tab** (top left corner). **Phase-related FAQs** (if entered under Phase Messages in the settings) will also be included in this section. ##### What Kind of FAQs Should Be Added? - General FAQs that apply to all clients (e.g., "How can I check the status of my case?") - Firm-specific policies and procedures (e.g., "What should I do if I need to reschedule an appointment?") - Payment-related inquiries (if applicable) *Note:* FAQs **should not** be phase-specific. Any phase-related FAQs should be added under **Phase Messages**, which will also automatically appear in the help modal. By keeping FAQs up to date, you provide clients with self-service support, reducing the need for repeated questions and improving their overall experience with your firm. #### Example FAQs ##### 1. How quickly do you respond to my messages? **Answer:** We aim to respond within 24 hours during business days. Major updates will be sent as messages through the Quilia app, so check there for important case progress. ##### 2. How much is my case worth? **Answer:** The value of your case depends on medical expenses, lost wages, pain and suffering, and other factors. We’ll assess everything as your case progresses and keep you informed. ##### 3. How long will my case take? **Answer:** Some cases settle in a few months, while others take longer, especially if a lawsuit is filed. We’ll keep you updated at key points in the process. ##### 4. Will I have to go to court? **Answer:** Most cases settle without going to court, but if it does go to trial, we’ll guide you through the process and ensure you're prepared. ##### 5. How do I upload documents or add information to my case? **Answer:** You can securely upload documents and case-related information through the Quilia app. If we need anything specific from you, we’ll send a request. ##### 6. How do medical bills get paid while my case is pending? **Answer:** If you have health insurance, it may cover initial expenses. We can also work with medical providers who accept payment through a medical lien, meaning they get paid after your case settles. ##### 7. What should I do if the insurance company contacts me? **Answer:** Do not speak with the insurance company without checking with us first. If you receive any paperwork, you can upload it through the Quilia app, and we’ll handle it from there. ##### 8. How will I get paid if we win? **Answer:** Once your case settles, the insurance company typically issues a check within a few weeks. After attorney fees and medical bills are paid, you’ll receive your portion. ##### 9. What happens if I can’t work due to my injuries? **Answer:** We can help you recover lost wages as part of your claim. If your injuries prevent you from working long-term, we’ll also seek compensation for future lost earnings. ##### 10. Can I still file a claim if I was partially at fault for the accident? **Answer:** Yes! Many states follow comparative negligence laws, meaning you can still recover compensation, but it may be reduced based on your percentage of fault. ### Setting Up Settlement Offer Notifications https://www.quilia.com/support/firms/settlement-offer-notifications/ Prompt communication of settlement offers is critical. Set up automated workflows to ensure clients are informed immediately. #### Why This Matters - Settlement offers often have time-sensitive deadlines - Clients expect quick communication on major developments - Documented notifications protect against claims of poor communication #### Creating the Automation 1. Go to **Messaging**, then **Automations** and create a new automation. 2. **Who it goes to:** Build your audience (for example, `case phase is any of Settlement`). 3. **When it fires:** Choose the **The case last changed phase** trigger, set to **0 days after**. 4. **What it does:** Add a **Send a message** action and paste in your template. 5. **How it reaches them:** Push notification is always on. You can also tick **Text message** or **Email**. 6. Save the automation. #### Recommended Message Template > \{\{client\_first\_name\}\}, Important update on your case: We've received a settlement offer from the insurance company. Please call our office at your earliest convenience to discuss. Time may be limited to respond. #### Documentation All notifications are logged automatically: - Timestamp of each message sent - Delivery confirmation - Client acknowledgment if received ### Settlement Resolution Communication Templates https://www.quilia.com/support/firms/settlement-resolution-templates/ Settlement communications require clarity and care. These templates guide clients through the final phase of their case. #### Initial Offer Received > We received a response from the insurance company. They've offered $[amount]. This is their opening offer and is [significantly below/somewhat below/close to] our demand. My recommendation: [accept/counter/reject]. Let's discuss your options. Would you prefer a call or detailed message? #### Explaining a Low Offer > I know $[amount] is disappointing when we asked for $[demand]. This is typical - insurance companies start low. Here's my plan: I'll counter with $[amount] and explain why their offer is inadequate. Most cases settle somewhere in the middle through negotiation. Don't lose hope. #### Counter Offer Sent > I sent a counter-offer of $[amount] today. I argued: [brief reasoning]. The adjuster will take this to their supervisor. Expected response time: [X days/weeks]. I'll update you as soon as I hear back. #### Negotiation Progress > Update: The insurance company came up to $[amount]. We're at $[our position]. I believe we can get them to $[realistic target]. My strategy: [brief explanation]. Questions? Let me know. #### Final Offer > The insurance company has made what they say is their final offer: $[amount]. Based on my experience, I believe this is [truly final/they may have more room]. Here are your options: 1) Accept this amount, 2) Make one more counter, 3) Proceed to litigation. Let's discuss which is right for you. #### Settlement Acceptance > Great news - we've reached a settlement of $[gross amount]. Here's the breakdown: Gross settlement: $X, Attorney fees (X%): $Y, Case costs: $Z, Medical liens: $A (negotiated down from $B), YOUR NET RECOVERY: $[net]. Next steps: paperwork to sign, then funds in approximately [timeframe]. #### Closing Message > Your settlement check is ready! [Instructions for pickup/deposit]. It has been a privilege to represent you. Please don't hesitate to reach out if you have questions, or if you or anyone you know needs help in the future. Thank you for trusting us with your case. ### Signup Link and Signup Requests https://www.quilia.com/support/firms/signup-link/ The **Signup link** is one reusable link your firm can send to anyone who wants to become a client. They fill in their name and cell number, and the request lands in **Cases → Signup Requests** for your team to review. Nothing is created until someone at your firm acts on it, so a stranger using the link never becomes a client or a case on their own. Put the link in an onboarding email or an email signature and you can stop thinking about it. #### Turning on the Signup link 1. Go to **Settings → Features**. 2. Turn on the **Signup link** switch. It is the last switch on the page. 3. Your link appears under the switch. Select **Copy** to copy it. The Signup link saves as soon as you flip the switch. You do not need to select **Save** at the bottom of the page. Only admins can turn the link on or off or change it. ##### Changing or replacing the link Once the link is on, two more options appear under it: - **Choose your own wording:** replace the random part of the link with your own words, for example your firm's name. Select **Save** to keep it. - **Create a new link:** makes a brand new link. The old link stops working right away, so use this if the link was shared somewhere it should not have been. Turning the **Signup link** switch off also stops the link from working. Anyone who opens an old or turned-off link sees a "not found" page. #### What the prospective client sees The link opens a page titled **Ask [your firm name] to set up your account**. The person does not need a Quilia account to use it. The page asks for: - **First name** - **Last name** - **Cell number** - **Email (optional)** - **Anything they should know? (optional)** When they select **Send to the firm**, they see a confirmation that their details were sent to your firm and that they will get a text with a link to sign in once their account is ready. #### Reviewing Signup Requests When a request is waiting, a **Waiting** link with the number of requests appears at the top of your **Cases** page. Select it to open **Signup Requests**. Your firm's admins also get an email for each new request. Each request shows the person's name, when they sent it, and their note if they left one. You can correct the **First name**, **Last name**, **Phone** and **Email** before you create anything, which helps when someone typed their name in all lowercase on their phone. Before you create the client, choose a **Case type** for them. ##### Actions you can take Each request has three buttons: - **Create and invite:** creates the client and their case with the case type you chose, then sends them their invite by text right away. You are taken to the new case. - **Create:** creates the client and their case without inviting them. Use this when you want to add more to the case first and send the invite later. You are taken to the new case. - **Dismiss:** use this when the person is not your firm's client, or the request is a duplicate. Nothing is created, and the request is removed from the list. If the client is created but the invite fails to send, Quilia tells you. The client and case still exist, so you can send the invite from the case. If someone else on your team already handled a request, Quilia tells you instead of creating a second client for the same person. #### Who gets notified When a new request comes in, Quilia emails your firm's admins. The email has the person's name, phone number, email and note, with a **Review and set them up** button that opens **Signup Requests**. Other team members are not emailed, but they see the **Waiting** link on the **Cases** page. Each request sends one email. If someone handles the request before the email goes out, no email is sent. ### TBI and Concussion Client Communication https://www.quilia.com/support/firms/tbi-concussion-communication/ Clients with brain injuries may have difficulty with memory, concentration, and communication. Adjust your approach accordingly. #### Communication Accommodations - Use shorter, simpler messages - Include one topic per message - Provide written summaries of calls - Repeat important information - Allow extra response time #### Symptom Documentation Encourage clients to track: - Headache frequency and intensity - Memory difficulties - Concentration problems - Mood changes - Light and sound sensitivity - Sleep disturbances #### Template: Gentle Check-In > Hi \{\{client\_first\_name\}\}, Just checking in to see how you're doing. If you have any new symptoms or concerns, you can message us here or have a family member help. There's no rush to respond. #### Family Member Involvement With client permission: - CC family members on important updates - Allow family to upload documents - Schedule calls when support person available #### Documentation Importance TBI cases often involve: - Neuropsychological testing - Long-term care needs - Cognitive rehabilitation Keep detailed records of all symptoms reported through the app. ### Team Collaboration on Mobile https://www.quilia.com/support/firms/team-collaboration-mobile/ Stay connected with your team and coordinate on cases even when you're away from the office. #### Team Chat 1. Open the Quilia app 1. Tap "Team" in the navigation 2. Select a team or individual 3. Send your message #### Case Mentions Alert team members about specific cases: - Use @mention to notify someone - Link to specific case by tapping "Link Case" - Recipient gets push notification #### Task Handoffs When you need someone else to handle something: 1. Open the case 2. Tap "Assign Task" 3. Select team member 4. Add notes 5. Set priority level #### Viewing Team Activity See what your team is working on: - Case activity feed - Recent updates by team member - Pending tasks assigned to team #### Out-of-Office Set your availability: 1. Go to Profile > Status 2. Set "Out of Office" 3. Select backup contact 4. Urgent messages route to backup ### The Features Settings Page https://www.quilia.com/support/firms/features-settings/ The **Settings → Features** page is where firm administrators enable or disable optional modules in Quilia. Turning on a feature here often reveals new tabs or settings elsewhere in the portal. Here is what each switch does and when it appears. #### Frequently Asked Questions Allows your firm to publish a list of common questions and answers that appear in the app for all clients. This helps clients find immediate answers to routine questions without messaging your team. Learn more: [Setting Up Organization-Wide FAQs](/support/firms/setting-up-organization-wide-faqs) #### Ask a Question Shows an **Ask a Question** button on your firm's page in the Quilia app. Clients use it to send your firm a single question, which your team receives by email. It is a one-way message, not live chat. It is on unless your firm turns it off. Learn more: [Ask a Question](/support/firms/ask-a-question) #### Custom Symptoms Enables the **Symptoms** tab in your firm's settings, allowing you to define exactly which symptoms and pain levels clients are prompted to report during their treatment. Learn more: [Custom Symptoms](/support/firms/custom-symptoms) #### Providers Turns on the **Providers** section in the sidebar. This allows your firm to build a directory of preferred medical providers, making it easier to share contact and location details with clients who need treatment. Learn more: [Adding Your Preferred Provider List](/support/firms/adding-your-preferred-provider-list) #### Replies in CaseChat Allows clients and staff to reply directly to messages within CaseChat. When you turn this on, a dialog will ask if you want to apply this setting to existing cases as well as new ones. Learn more: [Capture Group Texts in CaseChat](/support/firms/capture-group-texts-in-casechat) #### Group Threads Allows staff to include multiple participants, such as a client and a family member or multiple staff members, in a single conversational thread within the app. #### Log Export and Per-Message Export These settings determine how client communications are sent back to your case management system. **Log Export** sends a daily or weekly summary of communication, while **Per-Message Export** sends each message individually as it happens. *Condition:* These options only appear if your firm has connected a supported case management system (CMS). #### Phase Messages Allows your firm to set up automated messages that send automatically when a case moves to a new phase (such as Treatment, Demand, or Litigation). *Condition:* This setting only appears if your connected case management system supports phase tracking. Learn more: [Phase Messages](/support/firms/how-to-create-and-send-automated-phase-messages-in-quilia) #### Unmapped Case Types Determines whether cases can be imported into Quilia when their case type in your CMS does not match a mapped Quilia case type. Enabling this ensures cases still sync while you resolve the mapping. #### Signup Link Provides a direct URL that you can share with clients. When a client visits the link, they are guided to download the app and create their Quilia account for your firm. ### Uber Rides for Clients https://www.quilia.com/support/firms/uber-rides-for-clients/ When your firm connects Uber to Quilia, clients can request rides to their appointments directly from the Quilia mobile app. You control whether rides are enabled and establish a maximum estimated fare that applies to every request. #### How it works Once Uber is connected and ride requests are enabled, clients see an option to request a ride when viewing an upcoming appointment in the Quilia app. When a client requests a ride, Quilia checks the estimated fare against the firm's configured maximum. If the estimate exceeds the maximum fare limit, the client is notified that the ride cannot be requested. If the estimate is within the limit, the firm covers the cost of the ride and the client receives updates on their driver's status directly in the app. #### Connecting Uber 1. Open **Settings → Integrations**. 2. Find the **Uber** section and follow the connection prompts to authorize Quilia. 3. Once authorized, return to Quilia to configure your settings. #### Configuring ride settings After connecting Uber, configure the rules for client rides: 1. Under the **Uber** integration in **Settings → Integrations**, locate the **Client ride requests** toggle. 2. Turn this toggle on to allow clients to request rides from the app. 3. Under **Maximum estimated fare**, enter the highest estimated dollar amount your firm will cover for a single ride. Note that the fare limit is checked based on the estimate provided by Uber at the time of the request. The final billed amount may vary depending on route changes, wait times, or Uber pricing. #### What clients see When a client opens an upcoming appointment in the Quilia app, they see a request option for a ride. If they select it: - They confirm their pickup location and destination. - Quilia retrieves the estimated fare from Uber. - If the fare is under the firm's limit, the ride is booked and the client sees driver details and status updates. - If the estimated fare exceeds the limit, the app explains that the ride exceeds the firm's allowance and they must arrange alternative transportation. ### Understanding Automatic Case Import and Client Invitations https://www.quilia.com/support/firms/understanding-auto-import-and-auto-invite/ Case import and client invitations are separate. A case can exist in Quilia before its client is invited, and the right timing depends on how your firm handles intake. #### How cases enter Quilia Connected case management systems bring new cases into Quilia in one of two ways: - **Webhooks:** The CMS tells Quilia about a new case soon after it is created. - **Scheduled checks:** Quilia checks the CMS periodically for new cases. The method depends on the CMS. Existing cases can be added at any time with **Import Existing Case** at the top of Quilia. For an automatic import to succeed, the CMS case type must be mapped to a Quilia case type and the primary client needs usable contact information. #### Choose when clients are invited Open **Settings → Integrations**, select **Manage** next to your CMS, and open **Client Access**. Choose the primary moment when clients should enter Quilia: ##### Invite on import Send the first invitation as soon as the case enters Quilia. This is the fastest option for firms that introduce the app during intake. ##### Invite on work activity Wait until Quilia detects active work on the case. This is useful when cases may be created before the firm is ready to involve the client. ##### Invite at selected phases Send an invitation when the case reaches one of the phases you choose. This can be the client's first invitation. If the client was invited earlier but never activated, a later selected phase may send another reminder. These options control invitation timing; they do not determine whether the case itself imports. #### Close client access Closing access prevents the client from using the app for that case. Quilia closes client access automatically when the CMS reports a case is closed. You can also choose specific case phases that close client access. This setting is located in the **Client Access** section of your CMS integration. #### Bring in existing clients You can bring your current caseload into Quilia all at once. Also in the **Client Access** settings, you can import every open case currently in chosen phases, and decide whether to invite those clients when they are imported. #### Importing an existing case When a staff member uses **Import Existing Case**, the import dialog can offer a choice to invite the client with that import. If the client is not invited then, Quilia continues to follow the Client Access trigger configured for the integration. #### Recommended setup - Choose **Invite on import** when every new client should receive access immediately. - Choose **Invite on work activity** when intake needs a short review period first. - Choose **Invite at selected phases** when a CMS stage or phase is your firm's reliable handoff point. Use one clear primary trigger. A complicated mix of manual and automatic steps makes it harder for staff to know whether the client has already been invited. #### Frequently asked questions ##### Does automatic import always invite the client? No. Importing creates or updates the case in Quilia. Invitation timing follows the Client Access setting or the explicit choice made during a manual import. ##### Can a selected phase send a reminder? Yes. If the client was invited but never activated, reaching a selected phase may send another invitation reminder. ##### Can I invite a client manually? Yes. Open the Quilia case and send the invitation when your team is ready. ##### Why did a new case not import? Confirm the integration is connected, its new-case subscription is enabled when available, the CMS case type is mapped, and the primary client has a valid mobile number. For integrations that use scheduled checks, allow the next sync cycle or use **Import Existing Case**. ### Unmapped Case Types and the Default Case Type https://www.quilia.com/support/firms/unmapped-case-types/ Every case type in your case management system (CMS) needs to be matched, or "mapped," to a Quilia case type. The mapping tells Quilia which documents, questions and settings a client on that kind of case gets. When your firm adds a new case type in your CMS and nobody has mapped it in Quilia yet, its cases have nowhere to go. The **Unmapped Case Types** switch decides what happens to them. #### With the switch off Cases with an unmapped type are **not imported**. They wait until the type is mapped. On your CMS integration page, the **Case Types** table flags each waiting type with a note like **3 new cases missing out on Quilia**. As soon as you map that type, Quilia restarts the import for the cases that were waiting. #### With the switch on Cases with an unmapped type are imported right away and given the **Default** case type. Default is a fallback with basic settings, so the client can start using Quilia while you decide on the right case type. To turn it on: 1. Go to **Settings → Features**. 2. Turn on **Unmapped Case Types**. 3. Select **Save** at the bottom of the page. The switch only shows when your firm has a CMS connected, and only admins can change it. When you save with the switch on, every CMS case type that is not mapped yet is mapped to **Default**, and any new case type that shows up in your CMS later is mapped to **Default** automatically. If you turn the switch off again, the types that were mapped to **Default** go back to being unmapped. #### Adjusting the Default case type **Default** is listed with your other case types under **Settings → Case Types**. You can open it and change it the same way as any other case type. See [Case Type Settings](/support/firms/case-type-settings). #### Mapping the case type properly Default is meant as a stopgap. To give these cases the right case type: 1. Go to **Settings → Integrations** and select **Manage** next to your CMS. 2. Find the **Case Types** table. It lists each of your CMS's case types next to its **Quilia Type**. 3. Find the CMS case type you want to map. With the switch on, it shows **Default** as its Quilia Type. With the switch off, it has no Quilia Type and a warning icon. If you don't see it, turn on **Show unmapped types** above the table. 4. Choose the correct Quilia case type for it. The mapping saves as soon as you choose it. Cases from that CMS case type that come in after this get the new case type. ### Using CaseChat for Real-Time Client Conversations https://www.quilia.com/support/firms/casechat-real-time-conversations/ CaseChat is Quilia's real-time messaging feature that enables instant, conversational communication with your clients. Unlike traditional email or scheduled messages, CaseChat provides an experience similar to texting—fast, informal, and highly responsive. #### What is CaseChat? CaseChat is a real-time chat feature that appears in both the Portal (for attorneys and staff) and the mobile app (for clients). It's designed for quick questions, status updates, and time-sensitive communications. Key features include: - **Instant message delivery** - Messages appear immediately - **Read receipts** - Know when clients have seen your messages - **Conversation history** - All messages are saved and searchable - **Case context** - Each chat is linked to the client's case #### Accessing CaseChat To access CaseChat, click the chat bubble icon in the left sidebar of the Portal. You'll see a list of all active conversations with your clients. The CaseChat list shows: - Client name and profile photo - Preview of the last message - Timestamp of the last activity - Unread message indicators #### Having a Conversation Click on any conversation to open it. You'll see the full message history and a text input field at the bottom. To send a message: 1. Type your message in the text field at the bottom 2. Press Enter or click the Send button 3. Your message will appear immediately in the conversation #### When to Use CaseChat vs. Scheduled Messages Understanding when to use each communication channel is key to effective client management: ##### Use CaseChat for: - Quick questions ("Did you receive the documents?") - Urgent updates ("Your appointment is confirmed for tomorrow") - Back-and-forth discussions requiring immediate response - Checking in during active treatment periods ##### Use Scheduled Messages for: - Formal communications (case updates, settlement offers) - Messages that need to be sent at a specific time - Detailed information requiring a longer format - Communications you want to compose now but send later #### CaseChat Best Practices Follow these guidelines for effective real-time communication: 1. **Respond promptly** - Clients expect faster responses in chat. Aim for same-day replies during business hours. 2. **Keep messages concise** - Chat is for quick exchanges. Save lengthy explanations for formal messages. 3. **Maintain professionalism** - While chat is informal, remember you're communicating as their legal representative. 4. **Set expectations** - Let clients know your typical response times so they know what to expect. 5. **Document important details** - If critical information is shared in chat, follow up with a formal message or case note. #### Notifications When clients send you CaseChat messages, you'll receive notifications in the Portal. Make sure to check the chat icon regularly for new messages, indicated by a badge showing the number of unread conversations. #### Next Steps Now that you understand CaseChat, combine it with scheduled messages and automated welcome messages to create a comprehensive client communication strategy that keeps your clients informed and engaged throughout their case. ### Using Internal Notes for Your Team https://www.quilia.com/support/firms/internal-notes/ Internal notes let your team share observations, reminders, and context about cases, providers, and appointments - without worrying about clients seeing them. Internal notes currently do not sync to your case management system. This is a feature we are considering for a future release based on user feedback. #### Why Internal Notes Look Different You'll notice the internal-notes panel uses a distinctive amber/yellow color scheme. This is intentional. **One of the biggest concerns legal teams have with client portals is accidentally exposing internal commentary to clients. The amber panel serves as a visual safety signal: anything you write there is for your team only and will never be visible to clients.** Write candidly. Note concerns. Add context. The amber panel means it's safe. #### Where You Can Add Notes ##### Provider Notes Add notes about medical providers directly from the Treatment > Providers tab. Each provider row includes: - An **Internal Notes** column - An **Add note** control when there are no notes yet - Quick access to view or add provider notes Click on a provider's note button to open the notes panel. ##### Appointment Notes Track specific details about individual appointments from the Treatment > Appointments tab. Each appointment row includes an **Internal Note** control. Click an appointment's note button to add notes specific to that visit. ##### Case Notes Use the floating amber note button on the right side of the screen to add general notes about the case itself. This is great for: - Case strategy discussions - Important reminders for the team - Background context that doesn't fit elsewhere All notes from appointments and providers will roll up under the main case notes feature. #### Features ##### Pinning Notes Pin important notes to keep them at the top of the list. Pinned notes show a pin icon and appear before unpinned notes. ##### Replies Reply to existing notes to keep related discussions together. Replies appear nested under the original note. ##### Editing and Deleting Edit or delete your notes using the menu on each note card. Only the note author can edit or delete their notes. #### Who Can See Internal Notes Internal notes are visible to: - All staff members in your organization who have access to the case - Organization administrators **Internal notes are never visible to:** - Clients - External parties - Anyone outside your organization #### Best Practices 1. Be candid - The amber styling means clients can't see these notes 2. Pin important notes - Keep critical information visible at the top 3. Use replies for discussion - Keep related notes threaded together 4. Add context proactively - Notes help colleagues who work on the case later 5. Note provider experiences - Track which providers are responsive, difficult to work with, or require special handling ### Using Quilia at Court or Depositions https://www.quilia.com/support/firms/using-quilia-court-depositions/ Have critical case information at your fingertips during court proceedings or depositions. #### Pre-Hearing Preparation 1. Review case details in the app 1. Check client pain log history 2. Review key documents 3. Note important dates and facts #### Quick Reference During Proceedings Access quickly: - Accident date and details - Treatment timeline - Key medical providers - Pain documentation summary - Document list #### Offline Access For areas with poor connectivity: - Pre-download key documents - Case summary available offline - Pain log data cached locally #### Taking Notes Capture important information: - Dictate notes hands-free - Timestamp automatically - Syncs to case file later #### Client Communication During breaks: - Quick update to client - Request urgent documents - Coordinate with office #### Security Reminder In public settings: - Use screen privacy filter - Don't leave device unattended - Log out when not in use ### Using the Quilia App as an Attorney https://www.quilia.com/support/firms/using-quilia-app-attorney/ The Quilia mobile app isn't just for clients. Attorneys and team members can use it to stay connected with cases on the go. #### Getting Started 1. Download the Quilia app from App Store or Google Play 1. Tap "Sign in as Team Member" 2. Enter your portal credentials 3. Verify your identity (2FA if enabled) #### Key Features for Attorneys ##### Case Management - View your assigned cases - Check case status and milestones - Review client-submitted documents - Access case notes and history ##### Client Communication - Respond to CaseChat messages - Send quick updates to clients - View client pain logs and activity - Get notified of urgent messages ##### Document Review - View uploaded documents - Preview images and PDFs - Flag items for follow-up #### When to Use Mobile vs Portal - Mobile: Quick responses, on-the-go updates, notifications - Portal: Complex tasks, bulk operations, detailed analysis #### Notification Settings Manage what alerts you receive on mobile in Settings > Notifications. ### Using the Quilia CaseConnect Extension https://www.quilia.com/support/firms/quilia-case-connect-extension/ The Quilia CaseConnect browser extension brings Quilia functionality directly into your browser while you work in MyCase, Clio, Filevine, and other supported case management systems. #### What is CaseConnect? CaseConnect is a tool that lets you: - Import existing cases directly from your CMS into Quilia - Quickly view client activity without leaving your CMS - Access Quilia features right from your case pages - Stay connected to your clients while working in your preferred tools #### Installation ##### Chrome / Chromium Browsers 1. Visit the [Chrome Web Store](https://chromewebstore.google.com/detail/quilia-caseconnect/afkhikhpjbkennidcniadbfpkfngjimh) 2. Click Add to Chrome 3. Confirm the installation when prompted 4. The Quilia icon will appear in your browser toolbar ##### Firefox 1. Visit the [Firefox Add-ons page](https://addons.mozilla.org/en-US/firefox/addon/quilia-caseconnect/) 2. Click Add to Firefox 3. Confirm the installation 4. The Quilia icon will appear in your browser toolbar ##### Safari (Mac) 1. Visit the [Mac App Store](https://apps.apple.com/us/app/quilia-caseconnect/id6760037073?mt=12) 2. Click Get or Install 3. Open the app and enable the Safari extension if prompted 4. In Safari, go to Settings > Extensions and make sure Quilia CaseConnect is turned on 5. The Quilia icon will appear in your Safari toolbar #### Getting Started ##### Sign In After installation, click the Quilia icon in your browser toolbar to open the extension popup. Sign in with your Quilia credentials (the same ones you use for the portal). ##### Connecting to Your CMS The extension automatically detects when you're viewing a case in a supported CMS. Once signed in: 1. Navigate to a case page in your CMS 2. The extension recognizes the case and links it to Quilia 3. You'll see client activity and quick actions available #### Using the Extension ##### Viewing All Cases The extension shows all your Quilia cases with recent activity summaries. You can search by name, case type, or case ID to quickly find what you need. ##### Viewing Client Activity Click on any case to see the detailed activity feed. You can see: - Recent pain scores and injury updates - New documents uploaded (with thumbnails) - Appointments logged - Profile changes and communications ##### Importing Existing Cases One of the most powerful features of CaseConnect is the ability to import existing cases directly from your CMS. This is especially useful when you first connect Quilia and need to bring in your current caseload. **The easiest way - Import button in CMS:** When you have the extension installed and you're viewing a case in your case management system, you'll see an "Import Existing Case" button in the top right corner of the page. Just click it to import the case instantly. **Alternative - Import from the extension panel:** 1. Navigate to the case page in your CMS (MyCase, Clio, etc.) 2. Click the Quilia extension icon in your toolbar 3. If the case isn't already in Quilia, you'll see an Import button 4. Click Import to bring the case into Quilia 5. The client will automatically receive an invitation to download the app (if auto-invite is enabled) This is the fastest way to onboard existing clients - simply browse through your cases and import them one by one as you work. No need to switch to the Quilia portal or copy/paste case URLs. **Tip:** Work through your active cases during your regular workflow. When you open a case in your CMS, take a moment to import it to Quilia if needed. #### Supported Case Management Systems CaseConnect works with: - MyCase - Full support - Clio - Full support - Filevine - Full support - Neos - Full support - Smokeball - Full support - SmartAdvocate - Full support The extension automatically detects which CMS you're using and adapts accordingly. #### Tips for Best Results ##### Pin the Extension For easy access, pin the Quilia extension to your toolbar: 1. Click the puzzle piece icon in Chrome 2. Find "Quilia - CaseConnect" 3. Click the pin icon ##### Stay Signed In The extension remembers your session, so you don't need to sign in repeatedly. If you're signed out, simply click the icon and sign back in. #### Privacy & Security - The extension only activates on supported CMS websites - Your credentials are stored securely in your browser - No data is collected from pages you visit outside of supported CMS sites - All communication is encrypted #### Troubleshooting ##### Extension Not Showing Client Data - Verify you're signed into the extension - Check that the case exists in Quilia (it may need to be imported first) - Refresh the page and try again ##### Can't Sign In - Verify your Quilia credentials work in the portal - Clear the extension data and try again - Contact support if issues persist ### Viewing and Exporting a Client's Mileage Log https://www.quilia.com/support/firms/client-mileage-log/ Mileage to medical appointments is a real part of a personal injury claim, and the paper mileage forms firms hand out rarely come back filled in. In Quilia, clients log their drives in the app as they go, the miles fill in automatically, and the full log is on the case when you need it. #### How trips get on the case Clients have four ways to log a trip, and every one of them lands on the same list: - **In the app:** they pick where they went and the app fills in the driving distance from their home, their work or another address. - **From their visits:** past appointments without a trip show up in the app ready to log in one tap, and the app offers to log the drive when a client marks a visit as attended. - **By text:** a client can tell Quilia "drove to PT this morning" in any language the app supports, and the trip is logged with its miles. - **From a paper log:** a photo of a handwritten log or a screenshot of a map route is read and turned into trips. This works whether the client uploads it on the Mileage screen, sends it in a message or adds it to their files. For clients who would rather write it down, hand them the [printable mileage log](/files/quilia-mileage-log.pdf). When they upload a photo of it, each line becomes a trip. Each trip records the date, the reason (a medical appointment, therapy, the pharmacy, your office or something else), where the client went, whether it was a round trip, and the miles. #### Viewing trips on a case 1. Open the case. 2. On car accident cases, go to the **Incident** page. On other injury cases, go to the **Treatment** page. 3. Select the **Mileage** tab. On car accident cases, Mileage sits next to Rental, the same place clients find it in the app under Vehicle. If your firm has hidden the Incident page, Mileage stays on Treatment. The tab shows every trip with its date, reason, provider or address, and miles, with the total for the case at the top. #### Downloading the mileage log On the Mileage tab, click **Download mileage log** and choose: - **PDF:** a mileage log with the client and case at the top, every trip, and the total miles. Ready to attach to a demand. - **CSV:** the same trips as a spreadsheet, for your own calculations. Quilia tracks miles only. It does not apply a reimbursement rate, so you can use whatever rate applies to the claim. #### Trips in your case management system If your firm's case management system is connected, each trip a client logs is sent to the case as a note, the same way other client updates are. #### Turning Mileage on or off Mileage is on for injury case types and off for case types without treatment. To change it for a case type: 1. Go to **Settings**, then **Case Types**. 2. Open the case type. 3. In **Feature Visibility**, turn **Mileage** on or off. When Mileage is off, clients on that case type do not see it in the app. If one of them texts Quilia about a drive anyway, it is saved to the case as a note instead. ### Weekly Check-In Message Templates https://www.quilia.com/support/firms/weekly-check-in-templates/ Consistent weekly check-ins keep clients engaged and informed. Use these templates for different case stages. #### Early Case (Weeks 1-4) > Weekly check-in: How are you feeling? Please remember to: 1) Log your pain levels daily, 2) Attend all medical appointments, 3) Upload any new documents. Let me know if you have questions! #### Active Treatment > Hope your recovery is progressing! This week: How was your appointment with [provider]? Any new symptoms or concerns? Remember to log everything in the app - your consistent documentation is building a strong case. #### Treatment Winding Down > As your treatment wraps up, I'm gathering all your records. Please let me know: 1) Any ongoing symptoms, 2) Activities you still can't do, 3) How this injury has affected your daily life. Your perspective is important for your demand. #### Waiting for Demand Response > Quick update: Still waiting to hear back from the insurance company on our demand. This is normal - they have 30 days. I'm following up regularly. No action needed from you, but feel free to reach out with questions. #### During Negotiations > Negotiation update: We're currently at $[X]. I've countered with $[Y] and am waiting for their response. I'll contact you immediately with any news. Thank you for your patience during this process. #### Long Cases (Monthly) > Monthly update: Your case is progressing normally. Current status: [brief status]. Next milestone: [what's next]. Expected timeline: [estimate]. No action needed - just keeping you in the loop. Questions? I'm here. #### Using Templates Effectively - Personalize with specific details - Adjust frequency based on case activity - Send at consistent times (e.g., Monday mornings) ### What to Do When Clients Can't Log In https://www.quilia.com/support/firms/clients-cannot-login/ Login issues are frustrating for clients. Here's how to quickly resolve common access problems. First, the model: Quilia has **no passwords**. A client signs in with their phone number or email, receives a 6-digit code (by text or email, matching what they entered), and types it in. Almost every login problem comes down to one of three things: the wrong identifier, a code that didn't arrive, or an account that was never invited. #### They're Using the Wrong Phone Number or Email The client must sign in with the **exact phone number or email your firm has on file**. This is the most common failure. - Open the client's profile in the portal and read them the number or email you hold - Check for typos on their side (common: .con instead of .com, a transposed digit) - If their contact info changed, update it in the portal and resend the invite #### The Code Doesn't Arrive - Have them wait about thirty seconds, then tap **Get code** again to resend - For texted codes: confirm it's a mobile number (not a landline), and that texts from short codes aren't blocked. They can also choose **Call me instead** to receive the code by phone call - For emailed codes: have them check their spam folder #### "This Email Isn't Recognized" Email sign-in only works for addresses a firm has invited. An unknown email is rejected by design rather than creating an empty account. If the client's email should work, confirm it's on their profile in the portal, then resend the invite. #### App Won't Load If the app crashes or won't open: - Force close the app and reopen - Check for app updates in the App Store/Play Store - Restart the phone - Uninstall and reinstall as last resort #### Sending a New Invitation If all else fails, send a fresh invite from the portal: 1. Go to the client's case 2. Click the Invite button on the client 3. The invite goes out by text, email, or both, depending on what's on file 4. Stay with the client until they've entered their code and reached the home tab ### What to Say in a Case Closure Phase Message https://www.quilia.com/support/firms/case-closure-phase-messages/ Closure is the phase most firms send nothing at all for. It is also the cheapest referral a firm will ever buy, and the last thing a client remembers. The trick with this one is to stop treating it as a status update. Make it a thank-you letter. #### When to send this You set this. **One day after the phase changes** is the default worth starting from elsewhere: soon enough to feel connected to what happened, and far enough back that a phase set by mistake can be corrected before anything reaches a client. **This is the one worth stretching past that.** A few days keeps the thank-you clear of the disbursement call and the closing paperwork, so it arrives as its own thing rather than as one more item in a busy week. It is also the phase where a mis-set status does the most damage, and the extra days are more room to catch one. If you want to ask for a review, that is the second message off this phase change rather than a line in this one. A week or two later, on its own. Firms reach this phase at very different points. Some set it once funds have gone out and the file is shut. Others set it the moment closing work begins, with paperwork and disbursement still ahead. From the phase alone you cannot tell which, and you cannot tell whether this particular client has been paid. Which is why the best version of this message does not mention closing at all. A thank-you is true on every one of those days. "Your case is closed" is true on some of them, and reads as a goodbye to anyone still waiting on their money. #### What your client is thinking Mostly relief, and a quiet question they will not ask out loud about whether the outcome was fair. There is also a practical one nobody answers. What do I keep, and who do I call if something comes up later? And some of them are still waiting. Write it so it lands warmly for that person too. #### What to cover - **Thank them.** Plainly, and without a marketing sentence attached. This is the whole point of the message and everything else is secondary. - **What to keep.** Their paperwork and medical records, and that they can call if they ever need something from their file. Leave retention periods out unless your firm has a number it is certain of. - **What to do if something turns up later.** A late bill, a collections letter, new pain. They need to know they can still call. - **An invitation to ask.** If there is anything they still need, this is the easiest moment for them to say so. - **That the app is still theirs.** Once a case closes, Quilia turns into the firm's page: your details, everything you sent them, and a way to send a case your way or ask a question. It does not go dark, and most clients will assume it does unless you say otherwise. - **That the door is open.** One sentence, no pitch. #### Their job in this phase Nothing, and after a year of tasks that is worth the client feeling. The only real ask is to keep their paperwork somewhere safe and save your number. #### Sample message > Thank you for trusting us with your case, \{\{client_first_name\}\}. We know how long this took and how much of it fell on you. > > A couple of things worth doing. Keep any paperwork from your case and your medical records somewhere safe. If you ever need something from your file, call and ask. > > If a bill from this accident turns up later, or you hear from a collections agency about it, call us at [phone] before you pay anything. That is what we are here for. > > If there is anything you still need from us, this is an easy time to ask. > > The Quilia app stays on your phone. You will still find our details there and everything we sent you, and you can send someone our way any time. > > It has been a privilege working with you. If you ever need us again, or someone you care about does, we are here. > > `https://youtu.be/ckFZM55kwlg` #### A shorter version > Thank you for trusting us with your case, \{\{client_first_name\}\}. Keep any paperwork somewhere safe, and save our number. > > If a bill from the accident turns up later, call [phone] before paying anything. If there is anything you still need from us, just ask. We are here if you ever need us again. #### Looking ahead There is no next phase, so point the message at what outlives the case. The app is the useful part here. When a client's only case is closed, Quilia stops opening on a case and opens on your firm's page instead: your contact details, the messages you sent them, and buttons to refer a case or ask a question. It is a business card that is already installed on the phone of someone who just spent a year trusting you. Which makes "you can send someone our way any time" a real instruction rather than a pleasantry, and worth one line at the end of the message. Both of the buttons it points at are optional per firm, so if yours has Ask a Question turned off, keep the wording on referrals. #### What not to say - **Do not announce the closure.** You cannot tell from the phase whether the money has landed, and "everything is settled" reaching someone who is still waiting undoes a year of goodwill in a sentence. - **Do not ask for a review here.** Send that a few days later on its own. A thank-you with an ask attached stops being a thank-you, and review requests do better separated anyway. - **Do not summarise what they received.** They know, and restating it invites second-guessing at the exact moment the case should feel finished. - **Do not quote a retention period** unless someone has checked it. "We keep your file for seven years" is a promise, and an unfilled placeholder is worse: it goes out to every client exactly as you typed it. - **Do not let it feel automated.** This is the message most worth a human reading before it goes out. #### The video Free for any firm to use. There is a Spanish cut as well (pick Español on the player above), and its link for messages is [Fase de Cierre del Caso](https://youtu.be/lbg_Qg3Epds). Match the video's language to the message it sits in. To embed it, paste the link on a line by itself in the message body, with nothing else on that line. #### Key goals - The client feels thanked, not processed - The client knows what to keep and who to call - The client has been invited to ask for anything they still need - The client knows the app is still useful to them - Nothing has been claimed about where the case or the money stands See also [Marking a Case as Closed](/support/firms/marking-case-as-closed/) and [Celebrating Case Milestones](/support/firms/celebrating-case-milestones/). ### What to Say in a Demand Phase Message https://www.quilia.com/support/firms/demand-phase-messages/ The demand phase is when clients start counting. Treatment is over, so in their mind the work is done and the money should follow. It does not, and this message is where you explain why before they have to ask. #### When to send this You set this. **One day after the phase changes** is the default worth starting from: soon enough to feel connected to what happened, and far enough back that a phase set by mistake can be corrected before anything reaches a client. Sooner is mildly better here, since this message exists to get ahead of "what is taking so long." A second message about thirty days later is worth considering, because that is roughly when a client who was told "a few weeks" starts counting. It does not need to say much beyond that records are still coming in and nothing is stuck. Do not assume treatment has ended. Firms reach this phase at different points, and some start a demand while a client is still being seen. A message that opens "now that your doctors have released you" is wrong for anyone still going to appointments, and it is the kind of wrong that makes a client stop treating. Describe the stage instead of what came before it. #### What your client is thinking right now Most of them think the hard part is behind them and the money should follow. "What is taking so long?" is the question underneath. Some, though, are still going to appointments and will wonder why a demand is happening now. The same message has to work for both, which is the main reason to describe the stage rather than announce that treatment is over. Neither group knows that records take weeks to arrive, that bills come from every provider separately, or that the insurance company gets time to respond. Every one of those is a normal delay that reads as neglect if nobody explains it. #### What to cover - **What a demand actually is,** in one sentence. It is the letter that tells the insurance company what happened and what it is worth. - **What has to happen first.** You are collecting records and bills from every provider they saw, and providers are slow. - **Roughly how long.** Weeks, not days. Give a range you are confident in rather than a date. - **What happens after it goes out.** The insurance company takes time to respond, and their first answer is usually not their last. - **What you still need from them.** This is the phase where client input genuinely changes the number. #### Their job in this phase Ask for the things that are only in their head, because this is the last chance to get them into the demand: - Symptoms they still have, and things they can no longer do - Out-of-pocket costs: prescriptions, mileage to appointments, equipment, help around the house - Work they missed, including partial days - Anything about how the injury changed daily life at home The specific ask matters. "Anything else you want us to include?" gets nothing. "Are there things you used to do that you cannot do now?" gets a paragraph. #### Sample message > Your case has moved into the demand stage. > > A demand is the letter we send the insurance company. It tells them what happened, what you have been through, and what we believe your case is worth. Before it can go out, we need every medical record and bill from every provider you have seen. Collecting those usually takes a few weeks and is the slowest part of the process. > > Two things would help. First, tell us about anything you still cannot do that you could do before. Second, add any bills or receipts you paid yourself in the app, including mileage to appointments. > > Once the letter goes out, the insurance company has time to respond, and their first answer is rarely their last. We will call you when we hear from them. > > `https://youtu.be/o2M97kT6Yj0` #### A shorter version > Your case is in the demand stage. That is the letter we send the insurance company setting out what happened and what your case is worth. > > We need every record and bill from every provider you have seen, which takes a few weeks. Meanwhile, add any receipts you paid yourself in the app, and tell us about anything you still cannot do. #### Looking ahead Say what comes after, because clients hear "demand" and expect a cheque. One line does it: "After we send it, there is usually some back and forth before we agree on a number." #### What not to say - **No figure.** Not a number, not a range, not "cases like yours." It becomes the floor in their mind and anything below it feels like a loss. - **No send date you do not control.** Providers set that timeline, not you. - **Avoid the vocabulary.** "Demand package," "special damages," "policy limits" and "maximum medical improvement" all have plain-English versions. Use those. - **Do not imply it is nearly over.** For most cases the demand is the midpoint, not the finish. #### The video Free for any firm to use. There is a Spanish cut as well (pick Español on the player above), and its link for messages is [Fase de Demanda](https://youtu.be/LazScsmXeck). Match the video's language to the message it sits in. To embed it, paste the link on a line by itself in the message body, with nothing else on that line. #### Key goals - The client knows what a demand is and why it takes weeks - The client has contributed their own losses to it - No number has been promised See also [What to Share Pre-Demand Letter](/support/firms/what-to-share-pre-demand/) and [Explaining the Demand Letter Process](/support/firms/explaining-demand-letter-process/). ### What to Say in a Litigation Phase Message https://www.quilia.com/support/firms/litigation-phase-messages/ Litigation is the phase clients understand least and fear most. Most people hear it and picture a witness stand. This message exists to replace that picture before someone else supplies it. #### When to send this You set this. **One day after the phase changes** is the default worth starting from: soon enough to feel connected to what happened, and far enough back that a phase set by mistake can be corrected before anything reaches a client. **Keep this one at a day rather than stretching it.** Court paperwork, a notice, or a relative's opinion can reach a client before you do, and whoever explains litigation first sets how they feel about it. Then consider a second and third off the same phase change. Litigation is the longest, quietest stretch of a case, and a client who hears nothing for four months concludes it stalled. Something at sixty and a hundred and twenty days that just says where things are and that this is still normal does a lot of work for very little. The phase tells you the firm's bucket, not the docket. A case sitting in litigation may have been filed last month, may be getting filed this week, or may just have reached the litigation team. So "your case is now in the litigation stage" is safe, and "we filed your case in court" is a guess a client will repeat to family. #### What your client is thinking right now "Am I being sued?" "Did something go wrong?" "Do I have to testify?" "Is this going to be in public?" A client who first learns their case was filed in court from a form letter, a court notice, or a relative will assume the worst. Get there first. #### What to cover - **This stage is normal.** It usually means negotiation did not reach a fair number, so the court is being used to move things along. - **Most cases still settle.** This is the single most reassuring true thing you can say, and clients almost never know it. - **It takes months.** Say so now rather than answering it monthly. - **They may be asked questions at some point,** and you will prepare them thoroughly when that time comes. Naming it early takes the fear out of it. - **What stays the same.** They keep treating if they are still treating, and the same people stay on their case. #### Their job in this phase Not much changes, which is worth saying. What matters: - Stay reachable, and tell you immediately if their phone number or address changes - Keep off social media about the injury, the case, or anything that looks strenuous - Keep going to appointments if treatment is ongoing - Keep receipts The social media point deserves its own sentence somewhere in this phase. It is the client behaviour most likely to damage a case and the one they are least likely to think of as relevant. #### Sample message > Your case is now in the litigation stage. This is the part of the process that goes through the court. It is a normal step, and it does not mean anything has gone wrong. > > It usually means we could not reach a fair number with the insurance company, so we are asking the court to move things along. Most cases still settle without a trial. > > This part takes several months. At some point the other side may ask you questions about the accident and your injuries. If that happens, we will sit down with you well beforehand and walk through exactly what to expect. You will not go into anything cold. > > Two things help. Please tell us right away if your phone number or address changes. And please do not post about your injury or your case on social media, including photos of activities. Insurance companies do look. > > Call [phone] any time. > > `https://youtu.be/R8pIvFYJ6A4` #### A shorter version > Your case is now in the litigation stage, the part of the process that goes through the court. That is a normal step, not a setback, and most cases still settle without a trial. > > This part usually takes several months. Please tell us if your phone or address changes, and please stay off social media about your injury. Call [phone] with any questions. #### Looking ahead Litigation and settlement talks run in parallel more often than clients expect. A line like "we can still settle at any point along the way, and we usually do" prevents the assumption that filing has locked them into a trial. #### What not to say - **No undefined vocabulary.** "Complaint," "discovery," "interrogatories," "deposition," "docket" and "motion" all need a plain-English gloss in the same sentence or they need to go. - **Do not say "we are going to court"** unless you mean a trial date exists. Clients hear it as "I testify next month." - **No date for anything.** Court schedules slip, and a slipped court date costs more trust than a slipped anything else. - **Do not oversell it as good news.** Filing is neutral. A client who was told it was great news and then waits fourteen months feels misled. #### The video Free for any firm to use. There is a Spanish cut as well (pick Español on the player above), and its link for messages is [Fase de Litigio](https://youtu.be/ALLd4PrxDbQ). Match the video's language to the message it sits in. To embed it, paste the link on a line by itself in the message body, with nothing else on that line. This is the phase where the video earns the most, because two minutes of calm explanation does more than three paragraphs a worried person will skim. #### Key goals - The client understands filing is routine, not a failure - The client knows most cases still settle - The client is not expecting a trial, or dreading one - The client has been told about social media See also [Communicating Delays to Clients](/support/firms/communicating-delays-to-clients/), [Handling Difficult Conversations](/support/firms/handling-difficult-conversations/) and [Using Quilia for Court and Depositions](/support/firms/using-quilia-court-depositions/). ### What to Say in a Settlement Phase Message https://www.quilia.com/support/firms/settlement-phase-messages/ Clients hear "settlement" and picture a cheque that week. The gap between agreeing on a number and money in hand is where most late-stage complaints come from, and this message is the place to close it. #### When to send this You set this. **One day after the phase changes** is the default worth starting from: soon enough to feel connected to what happened, and far enough back that a phase set by mistake can be corrected before anything reaches a client. Earlier is better here. This message sets expectations about deductions and timing, and it only does that job if it arrives before the client has formed their own. A second one a few weeks out is worth it if your negotiations tend to run long, since this is the phase where silence gets read as bad news. Where the negotiation has actually got to by then is anyone's guess, so keep the copy about the stage rather than the state of play. "Your case has reached the settlement stage" survives; "we got an offer yesterday" does not. #### What your client is thinking right now "How much do I get, and when?" That is the whole of it. Everything else in this message is context around those two questions, and any message that does not address them will generate a phone call that does. #### What to cover - **An offer is not a settlement.** Clients hear the two as the same word. Say which one has happened. - **Negotiation takes rounds.** The first number is rarely the last, and a low first offer is normal rather than an insult. - **Not all of it reaches them.** Medical bills, anything their health insurer paid, and your fee come out of the total. This is the single most important expectation to set, and setting it late feels like a bait and switch. - **There are steps after agreement.** Paperwork, the insurance company issuing funds, and settling up with providers. Weeks, not days. - **You will not accept anything without them.** Clients do not always know the decision is theirs. #### Their job in this phase - Answer the phone. Negotiation moves in hours sometimes, and an unreachable client costs leverage. - Tell you about any bill that arrives, especially anything from a collections agency. - Sign what needs signing promptly, because the clock on their money does not start until it is signed. #### Sample message > Your case has reached the settlement stage. Here is what that means and what happens next. > > This is where a number gets worked out with the insurance company. Their first offer is usually not their best one, so there is normally some back and forth. Nothing gets accepted without your say-so. The decision is always yours. > > One thing worth knowing early: the total number is not the amount you take home. Your medical bills get paid back out of it, along with our fee. We will show you the full breakdown before you agree to anything, so there are no surprises. > > Once we do agree on a number, there is paperwork and the insurance company has to issue the funds. That part usually takes a few weeks. > > If any new bill arrives in the mail, please add it in the app or call us at [phone]. > > `https://youtu.be/GxoUZDXfMGs` #### A shorter version > Your case is in the settlement stage, where a number gets worked out with the insurance company. Their first offer is usually not their best. Nothing is accepted without your approval. > > Remember that medical bills and our fee come out of the total, so we will walk you through the full breakdown before you decide. Call [phone] with questions. #### Looking ahead Say where the money actually sits in the timeline: agreement, then paperwork, then the insurer issues funds, then bills are settled, then they are paid. Clients who know there are five steps stop asking after the first. #### What not to say - **Do not say "we settled" when an offer arrived.** This is the most common and most damaging mix-up in the phase. - **No cheque date.** You do not control it. - **Avoid "lien," "disbursement," "net proceeds," "release" and "gross recovery."** Say "a bill that gets paid back from your settlement," "when we send you your money," "what reaches you" and "the form that ends the case." - **Do not bury the deductions.** A client who first learns about liens on the day they see the breakdown will feel the whole case was misrepresented, even if it was not. #### The video Free for any firm to use. There is a Spanish cut as well (pick Español on the player above), and its link for messages is [Fase de Acuerdo](https://youtu.be/YkjDQO_znto). Match the video's language to the message it sits in. To embed it, paste the link on a line by itself in the message body, with nothing else on that line. Send it when negotiation begins rather than when it ends. Attached to the good news it will not be watched, because nobody reads about liens while celebrating. #### Key goals - The client can tell an offer from a settlement - The client knows the total is not the take-home - The client knows the decision is theirs - Nobody has promised a date See also [What to Share During Negotiations](/support/firms/what-to-share-negotiations/), [Explaining Settlement Offers](/support/firms/explaining-settlement-offers/) and [Communicating About Liens](/support/firms/communicating-about-liens/). ### What to Say in a Treatment Phase Message https://www.quilia.com/support/firms/treatment-phase-messages/ Treatment is the longest phase of most injury cases and the one where clients go quiet. This message exists to explain why the quiet period is not the firm doing nothing. #### When to send this You set this. **One day after the phase changes** is the default worth starting from: soon enough to feel connected to what happened, and far enough back that a phase set by mistake can be corrected before anything reaches a client. **This is the phase that most rewards more than one message.** Treatment runs for months and is where clients go quietest, so a single message on day one is doing all its work in week one and none of it in month four. A second at thirty days and a third at ninety, all firing off the same phase change, cost nothing extra to set up. Vary what each one asks for rather than repeating yourself. Day one explains why treatment matters; later ones can ask for a specific thing, like adding a new provider or logging how the last month went. The date the phase was updated may be well after the client's first appointment, so write "your case is in the treatment phase" rather than "you have started treatment this week." #### What your client is thinking right now Nothing appears to be happening. They are going to appointments, missing work, and hearing very little from you. Some of them are starting to wonder whether they should stop treating because it is expensive and inconvenient and no one has told them it matters. That last thought is the one that costs cases. #### What to cover - **Treatment is the case right now.** Say it directly. Clients think of medical care as separate from the legal work. It is not, and nobody has told them. - **Going to every appointment matters.** Missed appointments give the insurance company a story about how hurt they really were. - **Tell doctors everything.** Clients minimise pain to their doctors out of politeness. What is not in the record did not happen. - **Tell us when things change.** New symptoms, a new doctor, going back to work, a new address or phone number. - **What you are doing meanwhile.** Even one line. Clients assume silence means nothing is happening. #### Their job in this phase This is the phase with the most for a client to do, so name the screens: - Log how they feel in **Health Check-ins** and **Symptom Tracker** - Add each provider to their **Doctor List** - Photograph visible injuries in **Injury Photos** - Add any bill that arrives in the mail to **Files** - Log missed work under **Lost Income** Asking for one of these per message works better than asking for all five in one. #### Sample message > Your case is in the treatment phase. Right now, the most valuable work on your case is the work you are doing at your appointments. > > Two things help more than anything else. Go to every appointment your doctors recommend. And tell them exactly how you feel, including the days that are bad. If it is not in your medical records, we cannot use it later. > > In the app, please log how you are feeling a few times a week and add each doctor you see. It takes about a minute. > > If a new symptom shows up, tell your doctor first, then tell us. Call [phone] any time. > > `https://youtu.be/quZfGGXSpBw` #### A shorter version > You are in the treatment phase. Go to every appointment, and tell your doctors exactly how you feel, including the bad days. > > In the app, log how you are feeling and add any new doctor you see. Call [phone] if anything changes. #### Looking ahead One line about what ends this phase gives the client something to aim at: "When your doctors say you are as healed as you are going to get, we gather your records and move to the next step." That is also the plain-English version of "reaching maximum medical improvement," which is not a phrase to use with a client. #### What not to say - **Do not say "gap in treatment."** Say "missed appointments can slow your case down and give the insurance company something to argue about." - **Ask them to add, not to review.** "Log how you are feeling this week" gets a response; "review your treatment records" does not. - **Do not guess when treatment will end.** It ends when their doctors say it does. - **Do not scold.** A message about a missed appointment should offer help getting another one. Clients miss appointments because of childcare, transport and money, and a lecture does not fix any of those. - **Name where to call.** Give a phone number and say what happens when they use it. #### The video Free for any firm to use. There is a Spanish cut as well (pick Español on the player above), and its link for messages is [Fase de Tratamiento](https://youtu.be/2-4cFJbb8ao). Match the video's language to the message it sits in. To embed it, paste the link on a line by itself in the message body, with nothing else on that line. This is also the best of the six to resend on its own if a client has gone quiet for a month. #### Key goals - The client understands treatment and the case are the same thing - The client is logging how they feel - The client knows to report changes without being asked twice See also [What to Share During Active Treatment](/support/firms/what-to-share-active-treatment/), [Encouraging Pain Documentation](/support/firms/encouraging-pain-documentation/) and [Asking Clients for Treatment Updates](/support/firms/asking-clients-treatment-updates/). ### What to Say in an Onboarding Phase Message https://www.quilia.com/support/firms/onboarding-phase-messages/ This is the message that fires when a case opens. It is the first thing most clients read from you after they sign, and it sets what they expect for the next year. #### When to send this You set this. **One day after the phase changes** is the default worth starting from: soon enough to feel connected to what happened, and far enough back that a phase set by mistake can be corrected before anything reaches a client. One day is right here. This is the phase where sooner is better, because a new client is paying more attention in week one than they will again for months. If you want a second message off the same phase change, about a week later works, asking for whatever they have not sent in yet. Keep it to two. A new client already has a lot arriving. Either way, write the standing state rather than the moment. "Your case is open" holds up whenever it lands; "we opened your case yesterday" depends on when someone updated the record. #### What your client is thinking right now They just handed their problem to strangers. Under the relief is a short list of worries they will not ask about directly: did I pick the right firm, is this going to cost me money, how long will this take, and what am I supposed to do now. A good onboarding message answers all four without being asked. #### What to cover - **That someone is on it.** Write it so it holds for everyone who gets the message: "Our team has your case, and you can reach us at [phone]." See [what you can personalize](/support/firms/writing-messages-clients-understand/) for the variables that fill in per client. - **That work is underway.** One sentence, and resist listing what you are gathering. A client who handed over their insurance card at signing reads "we are collecting your insurance details" as proof nobody looked at it. "We have started on your case and will ask if we need anything" says the same thing without the risk. - **What you need from them.** Two or three specific things, not "send us your documents." - **How to reach a human.** A phone number. - **What it costs.** If you work on contingency, say so plainly. Most clients are quietly worried about this and will not raise it. #### Their job in this phase Ask for the things only they have: scene photos, the other driver's insurance details, the names of any doctor they have already seen, and anything the hospital handed them on the way out. All of it goes in the app. Be specific about where. "Add your photos in the app" beats "upload your documents," and pointing at a named screen beats both. #### Sample message > Welcome to \{\{firm_name\}\}, \{\{client_first_name\}\}. Your case is open and our team has started on it. > > We have started work on your case. If we need anything from you, we will ask. > > Two things would help us most: add any photos you took at the scene, and add the names of any doctors you have already seen. Both go in the Quilia app. > > You pay us nothing unless we win. Call [phone] any time and we will put you through to your case manager. > > `https://youtu.be/ryvJgeyH6ho` #### A shorter version > Welcome to \{\{firm_name\}\}, \{\{client_first_name\}\}. Your case is open and you can reach our team at [phone]. > > Please add your scene photos and the names of any doctors you have seen to the Quilia app. We will handle the rest and keep you posted. #### Looking ahead It is worth one line about what matters next, because the single biggest thing a client can do wrong happens in the next phase. Something like "the most important thing you can do over the next few months is go to every appointment your doctors recommend" costs a sentence and prevents the most common problem in the case. #### What not to say - **No timeline.** A number you give in week one is the number they hold you to in month nine. - **No value estimate.** Not even a range, not even hedged. - **Ask them to add, not to check.** The app is their own record of the case, so "add any photos you took at the scene" lands where "check the documents on your case" does not. - **Name where to call.** Give a phone number and say what happens when they use it. - **No "we will aggressively pursue."** It means nothing to a client and sounds like a billboard. #### The video Quilia filmed this explainer for exactly this moment, and it is free for any firm to use. There is a Spanish cut as well (pick Español on the player above), and its link for messages is [Fase de Integración](https://youtu.be/4sJ913Tu368). Match the video's language to the message it sits in. To embed it, paste the link on a line by itself in the message body, with nothing else on that line. A link inside a sentence stays an ordinary link and will not play. See [How to Create and Send Automated Phase Messages](/support/firms/how-to-create-and-send-automated-phase-messages-in-quilia/). #### Key goals - The client knows the firm has started work, and how to reach a person - The client knows what to do this week - Nothing has been promised that you cannot deliver See also [What to Share During Case Intake](/support/firms/what-to-share-case-intake/) for the wider first-48-hours sequence, [Setting Up Automated Welcome Messages](/support/firms/automated-welcome-messages/), and [Writing Messages Clients Actually Understand](/support/firms/writing-messages-clients-understand/). ### What to Share During Active Treatment https://www.quilia.com/support/firms/what-to-share-active-treatment/ The active treatment phase is when clients are most engaged - and when documentation matters most. Here's how to maximize this critical period. #### Weekly Check-Ins > Weekly check-in: How is your recovery going? Please log your pain levels and any new symptoms. Also, let me know about any upcoming appointments so I can track your progress. #### Post-Appointment Follow-Up > I saw you had an appointment today. How did it go? Please log it in the app and note any new diagnoses, treatments, or referrals. This information is valuable for your case. #### Treatment Compliance Reminders ##### When Client Misses Appointments > I noticed you missed your appointment on [date]. Treatment gaps can be used against you by insurance companies. Please reschedule as soon as possible and let me know if you're having any issues. ##### Encouraging Continued Treatment > Keep up the great work with your treatment! I know it's time-consuming, but following your doctor's plan builds a much stronger case. Every appointment documented is evidence in your favor. #### Documentation Reminders ##### Pain Logging > Reminder: Daily pain logging makes a real difference. Even on good days, please log - showing the ups and downs of recovery tells your story better than medical records alone. ##### Photo Documentation > If you're still experiencing visible symptoms (bruising, swelling, limited mobility), please continue photographing them. Time-stamped images are powerful evidence. #### New Symptom Communication > If you experience any new symptoms, please: 1) Tell your doctor immediately, 2) Log it in the app, 3) Message me. New symptoms can affect your case value. ### What to Share During Case Intake https://www.quilia.com/support/firms/what-to-share-case-intake/ The first 48 hours set the tone for your entire attorney-client relationship. Here's exactly what to communicate during intake. #### Immediate (Within 2 Hours) ##### Welcome & Confirmation > Hi \{\{client_first_name\}\}, thank you for choosing \{\{firm_name\}\}. Your case is now officially open and I'm personally handling it. I'll be in touch within 24 hours with next steps. In the meantime, please download our app if you haven't already. #### Day 1 Communications ##### App Introduction > Quick tip: The Quilia app is your case headquarters. Use it to log pain levels daily, upload documents, and message me directly. Taking 5 minutes to explore now will help throughout your case. ##### Document Request > To build the strongest case, please gather: 1) Photos of vehicle damage and injuries, 2) Police report (if available), 3) Insurance information, 4) List of medical providers you've seen. Upload everything to the app. #### Day 2 Communications ##### Treatment Guidance > Important: Please continue all medical treatment your doctors recommend. Gaps in treatment can hurt your case. If you're having trouble getting appointments, let me know - I can help. ##### Expectations Setting > Here's what to expect: Personal injury cases typically take 6-18 months. I'll update you regularly on progress. Your job is to focus on recovery and keep me informed of any changes. #### Key Intake Goals - Client feels welcomed and confident - App is downloaded and understood - Initial documents are requested - Treatment expectations are set - Communication cadence is established ### What to Share During Negotiations https://www.quilia.com/support/firms/what-to-share-negotiations/ The negotiation phase can be stressful for clients. Clear, timely communication keeps them confident in the process. #### Demand Sent Confirmation > Your demand letter was sent today. We're seeking $[amount] based on your medical expenses, lost wages, and pain/suffering. The insurance company typically responds within 30 days. I'll contact you immediately when we hear back. #### Initial Response ##### If Offer Received > We received a response from the insurance company. They've offered $[amount]. This is their first offer and is [lower than expected/in the ballpark]. I recommend we counter. Let me know if you'd like to discuss strategy. ##### If Rejection > The insurance company has rejected our initial demand. This is common - it's a negotiation tactic. I'm preparing our response and will keep pushing. Don't worry, this is part of the process. #### Counter-Offer Updates > Update: I sent a counter-offer of $[amount] today. Here's my reasoning: [brief explanation]. We should hear back within [timeframe]. I'll let you know as soon as they respond. #### Negotiation Progress > Negotiation update: We're now at $[current offer]. I believe we can get them higher. My strategy is [brief explanation]. Let me know if you have questions or want to discuss. #### Stalled Negotiations > The insurance company hasn't moved from $[amount]. I'm considering our options: 1) Accept current offer, 2) Final push for better terms, 3) Prepare for litigation. Let's discuss which approach you prefer. #### Key Negotiation Principles - Update client on every development - Explain your strategy simply - Include client in decisions - Manage expectations realistically ### What to Share Pre-Demand Letter https://www.quilia.com/support/firms/what-to-share-pre-demand/ Before sending a demand letter, prepare your client for this important milestone and what follows. #### Treatment Completion Notice > Good news: Your doctors have released you from active treatment. This means we can now move forward with your demand. I'll be gathering all records and preparing your case for the insurance company. #### Record Gathering Update > I'm currently collecting all your medical records and bills. This typically takes 2-4 weeks. Once complete, I'll prepare a demand letter outlining everything you've been through and what we're seeking. #### Demand Preparation > I'm preparing your demand letter now. This document tells your story to the insurance company - the accident, your injuries, your treatment, and how this has affected your life. I expect to send it within [timeframe]. #### Setting Expectations > What happens after we send the demand: The insurance company has 30 days to respond. They may accept, reject, or counter-offer. Most cases involve negotiation. I'll keep you informed every step of the way. #### Final Information Gathering > Before I finalize the demand, please confirm: 1) Any ongoing symptoms or limitations, 2) How the injury has affected your daily life and work, 3) Any out-of-pocket expenses I should include. Your input helps maximize your recovery. #### Key Pre-Demand Goals - Client understands the process - All records and bills are collected - Client's personal impact is documented - Realistic expectations are set ### What to Tell Clients About Property Damage https://www.quilia.com/support/firms/what-to-tell-clients-property-damage/ Property damage is often clients' first concern after an accident. Clear communication helps manage expectations while you focus on their injury claim. #### Initial Communication > I know your vehicle damage is a major concern. Here's what you need to know: Property damage claims are typically handled separately from your injury claim, often through your own insurance or the at-fault party's insurer. I can guide you, but my primary focus will be maximizing your injury recovery. #### Key Points to Explain ##### Separate Claims Property damage and personal injury are handled as separate claims, often by different adjusters. ##### Timeline Differences Property claims settle in weeks; injury claims take months to years. ##### Total Loss vs Repair If repair costs exceed vehicle value, it's declared a total loss. #### What to Document > Please gather and upload: 1) All photos of vehicle damage, 2) Repair estimates (get 2-3 if possible), 3) Any rental car receipts, 4) Proof of vehicle value (loan payoff, recent maintenance). This documentation helps both your property and injury claims. #### Rental Car Guidance > You're generally entitled to a rental car while yours is being repaired or until you receive total loss payment. Keep all receipts. If the insurance company is slow, let me know. #### When to Refer Consider referring property damage questions to: - Their own insurance agent for coverage questions - A property damage attorney if complex issues arise - Consumer protection agencies for bad faith concerns ### When to Use CaseChat vs Scheduled Messages https://www.quilia.com/support/firms/casechat-vs-scheduled-messages/ Quilia offers two communication channels: real-time CaseChat and scheduled/formal messages. Here's when to use each. #### Use CaseChat For - Quick questions requiring immediate answers - Clarifying details from recent messages - Informal check-ins - Back-and-forth conversations - Time-sensitive coordination Example: "Quick question - was your doctor appointment today or tomorrow?" #### Use Scheduled Messages For - Formal case updates - Document requests with instructions - Settlement offer communications - Information clients will reference later - Messages requiring subject lines Example: Detailed breakdown of next steps after receiving medical records. #### Decision Framework Ask yourself: 1. Does this need a subject line for future reference? → Scheduled Message 2. Is this a quick back-and-forth? → CaseChat 3. Is this time-sensitive? → CaseChat 4. Is this formal legal communication? → Scheduled Message #### Combining Both Start with CaseChat for quick coordination, then follow up with a scheduled message to document important decisions. ### Writing Effective Subject Lines https://www.quilia.com/support/firms/writing-effective-subject-lines/ Subject lines determine whether your message gets opened immediately or buried in your client's inbox. Here's how to write them well. #### Subject Line Principles - Be specific - "Case Update" is too vague - Lead with action if needed - Include relevant dates when applicable - Keep it under 50 characters #### Good vs. Bad Examples ##### Status Updates - ❌ "Update" - ✅ "Your demand letter was sent today" ##### Action Required - ❌ "Please respond" - ✅ "Action needed: Sign authorization by Friday" ##### Appointments - ❌ "Reminder" - ✅ "Reminder: Deposition tomorrow at 10 AM" #### Templates by Message Type - Status: "[Stage] Update: [Brief detail]" - Action: "Action needed: [What] by [When]" - Reminder: "Reminder: [Event] on [Date]" - Question: "Quick question about [Topic]" - Good news: "[Positive outcome]: [Brief detail]" #### Searchability Remember that clients search their messages. Good subject lines help them find important information later. ### Writing Messages Clients Actually Understand https://www.quilia.com/support/firms/writing-messages-clients-understand/ Your client is reading this on a phone, in pain, possibly on medication, and possibly not in their first language. Every rule below follows from that one fact. #### Aim for a seventh-grade reading level Roughly half of American adults read below an eighth-grade level, and injury and stress push comprehension lower still. Seventh grade is not writing down to anyone. It is the level most news outlets aim for. Three things get you most of the way: - **Short sentences.** Under twenty words. If a sentence has two commas, it is probably two sentences. - **Short words.** "Use" not "utilize." "Ask" not "inquire." "Must" not "it is imperative that." - **One idea per sentence.** Clients skim. A sentence with a caveat in the middle loses the point. You can check any draft for free by searching for a Flesch-Kincaid calculator and pasting the text in. Aim for grade 7 or below, or a reading ease score above 60. #### Swap the legal words Legal writing is precise for a reason, but precision your client cannot parse is not precision. Common swaps: | Instead of | Write | | --- | --- | | It is imperative that you | Please | | Loss of consortium | How this affected your family | | Special damages | Your bills and lost pay | | Policy limits | How much insurance they have | | Demand package | The letter we send the insurance company | | Lien | A bill that gets paid back from your settlement | | Disbursement | When we send you your money | | Execute this release | Sign this form to finish the case | | Discovery | The stage where both sides share information | | Plateau in your status | Your doctors say you are as healed as you will get | The test is not whether the word is correct. It is whether your client would use it talking to a friend. #### Say what to do, not what happened "Your medical records have been requested" tells a client nothing about their day. "We asked your doctor for your records. That takes a few weeks. You do not need to do anything right now" tells them exactly where they stand. Every message should answer two questions: what is happening, and what should I do about it. If the answer to the second is "nothing," say so. Silence about a client's job is what makes people call. #### Write the state, not the moment A phase message goes out after the phase changes in your system, at whatever offset and time you set. **One day is the offset worth defaulting to,** and not only for pacing. Phases get set by mistake, or set and put back a few minutes later. A day's delay means an accidental change can be corrected before anything reaches a client, and nobody gets congratulated on a settlement that was a misclick. **You are not limited to one message per phase.** A phase can carry several at different offsets, which is what the long ones need. One on day one, another at thirty days, another at ninety, all firing from the same phase change. Whenever a message lands, it gives you exactly one fact: someone at the firm moved this case into a bucket with that name. It does not tell you when the underlying event happened, because phases get updated whenever someone gets to it. And it does not tell you which step inside the phase is done. A case in litigation might have been filed last month, might be getting filed this afternoon, or might have just landed on the litigation team's desk. So describe **what the stage involves**, not what the firm has just done: | Instead of | Write | | --- | --- | | We filed your case in court this week | Your case is now in the litigation stage. This is the part of the process that goes through the court | | Your doctors just released you | Your case has moved into the demand stage | | We sent your demand today | This is the stage where we put together the letter that goes to the insurance company | | Great news, we settled yesterday | Your case has reached the settlement stage, where we work out a number with the insurance company | | Your case is closed and everything has been paid | Thank you for trusting us with your case | Both columns tell the client where they are. Only the right-hand one is still true if the phase was updated three weeks late, or a step early. The same caution covers facts about the case itself. A phase does not tell you whether this client has been paid, whether an offer exists, whether treatment has finished, or whether there was another driver. Write around anything you would otherwise have to look up per client: - "any paperwork from your case" rather than "your settlement paperwork" - "the insurance details" rather than "the other driver's insurance" - "this is the stage where a number gets worked out" rather than "we are negotiating now" Three habits carry most of this: - **Skip "this week," "today," "just," "yesterday" and "recently."** They date a message that may be read long after you wrote it. - **Describe the stage in general terms, not your current activity.** "This is the stage where we collect your records" holds whether the collecting starts tomorrow or finished a fortnight ago. "We are collecting your records now" is a coin flip. - **Assume nothing about the case beyond the phase.** If a sentence would be embarrassing to someone still treating, still waiting on money, or still waiting on an offer, rewrite it until it is not. Sometimes the cleanest fix is to drop the status sentence altogether. A closing message works better as a plain thank-you than as an announcement, and a thank-you cannot be wrong on any day it arrives. The same goes for bracketed placeholders. Keep them to things whoever sets this up knows without looking anything up, like a phone number. Anything needing a policy check, a retention period or a typical timeline, is better left out than left in, because a placeholder nobody fills in reaches every client exactly as you typed it. #### Ask them to add, not to check The Quilia app is your client's own record of their case: the photos they took, the bills that arrive in the mail, how they are feeling this week. That makes it the right place to send them whenever you need something from them. Write the ask as a contribution: > Please take a picture of any bill you get in the mail and add it in the app. Name the screen when you can. "Add the doctors you have seen to your Doctor List" gets more back than "upload your documents," because the client knows exactly where to go and when they are done. ##### Screens you can link to Better still, link it. These addresses open the app straight to the screen for clients who have the app, and the web for everyone else, so nobody has to hunt through tabs to find what you meant. **Name the screen, not the tab.** Write `https://quilia.com/app/symptom-tracker`, not `.../app/treatment/symptom-tracker`. Which tab holds a screen changes with the case type — Employer Details sits on its own for employment cases and inside Lost Income for everyone else — so a link that spells out the tab can stop working on a case type you were not thinking about. If you have older messages written the long way, they still work; there is nothing to go back and fix. ###### Health | Screen | Link | | --- | --- | | Health Check-ins | `https://quilia.com/app/pain-scores` | | Start a check-in | `https://quilia.com/app/check-in` | | Symptom Tracker | `https://quilia.com/app/symptom-tracker` | | Appointments | `https://quilia.com/app/appointments` | | Doctor List | `https://quilia.com/app/providers` | | Injury Photos | `https://quilia.com/app/injury-photos` | | Current Injuries | `https://quilia.com/app/current-injuries` | | Prior Injuries | `https://quilia.com/app/prior-injuries` | | Medical Conditions | `https://quilia.com/app/medical-conditions` | | Prescriptions | `https://quilia.com/app/prescriptions` | ###### Case | Screen | Link | | --- | --- | | Notes | `https://quilia.com/app/case-note` | | Requests | `https://quilia.com/app/requests` | | File Checklist | `https://quilia.com/app/requested-documents` | | Case Calendar | `https://quilia.com/app/calendar` | | Case Contacts | `https://quilia.com/app/case-contacts` | | Incident | `https://quilia.com/app/accident-description` | | Incident Log | `https://quilia.com/app/incident-log` | | Insurance | `https://quilia.com/app/insurance` | | Vehicle | `https://quilia.com/app/vehicle` | | Vehicle Information | `https://quilia.com/app/vehicle-information` | | Repairs | `https://quilia.com/app/repairs` | | Rental | `https://quilia.com/app/rentals` | | Towing | `https://quilia.com/app/towing` | | Storage | `https://quilia.com/app/storage` | ###### Lost Income | Screen | Link | | --- | --- | | Lost Income | `https://quilia.com/app/wage-loss` | | Missed Work | `https://quilia.com/app/missed-times` | | Employer Details | `https://quilia.com/app/employments` | | Benefit Payments | `https://quilia.com/app/benefit-payments` | | Doctor Verification | `https://quilia.com/app/doctor-verifications` | ###### Everywhere else | Screen | Link | | --- | --- | | Home | `https://quilia.com/app/home` | | Inbox | `https://quilia.com/app/inbox` | | Files | `https://quilia.com/app/documents` | | Task Lists | `https://quilia.com/app/task-lists` | | Confirm Information | `https://quilia.com/app/suggestions` | | CaseChat | `https://quilia.com/app/chat` | | Your firm, where Ask a Question lives | `https://quilia.com/app/organization` | | Profile | `https://quilia.com/app/profile` | A few narrower screens work the same way, for the case types that have them: `https://quilia.com/app/damage-photos`, `/app/case-info` (Trust Info), `/app/property-tracking`, `/app/chapter-13-payments`, `/app/progress` and `/app/app-settings`. ##### What a link cannot check A link always opens. Whether the screen means anything to that particular client, it cannot tell — and neither can we, on the sending side. There are two ways it goes wrong, and both are silent: - **The case type does not have the screen.** The client lands on Home. Doctor List does this on family law, criminal defense and similar non-injury work. - **The case type has the screen but nothing is in it yet.** The client lands somewhere empty. Requests, File Checklist and Case Calendar do this until your firm has actually sent a request, built a checklist, or added a date — and an empty screen at the end of a confident instruction reads worse than no link at all. Phrase those conditionally: "if we have asked you for any documents, you will find them under File Checklist." Notes is the one screen on every single case type, and it is never empty in a way that matters, so it is always safe to link. Any address you invent opens the app on Home with no error and no warning. The client just lands somewhere that does not answer your message, and you never hear about it. If you are writing through the AI assistant or the API, an invented address is rejected before the message can be saved; typed by hand into a template, it is not. Lost Income is the one worth going out of your way for, because clients almost never find it on their own. It holds missed work, employer details, benefit payments, and the verification forms their doctor and employer sign. Those four now have links of their own, so if your message is about the employer form, send them to the employer form rather than to the screen that contains it. One caution on naming. Two screens change their name with the case type: - **Lost Income** reads as **Wages** on workers compensation, and **Employment** on social security disability, product liability and third-party work injury. - **Property Tracking** reads as **Estate Assets**, **Estate Inventory**, **Property & Assets**, **Assets & Debts**, **Debts & Assets** or **Disputed Items**, depending on the case type. If your audience spans case types, say what the screen is for and let the link do the naming. #### What you can personalize One automation goes to everyone in its audience, so the only things that change per client are the merge variables. There are seven, and this is the complete list: | Variable | Becomes | | --- | --- | | `client_first_name` | The client's first name | | `client_last_name` | The client's last name | | `client_full_name` | The client's full name | | `sender_first_name` | The first name of whoever the message is sent as | | `sender_last_name` | The last name of whoever the message is sent as | | `sender_full_name` | The full name of whoever the message is sent as | | `firm_name` | Your firm's name | Write them in double braces. Anything else in double braces is not a variable and reaches the client as literal `{{like_this}}`, which is worse than not personalizing at all. Everything else in the message should be true for everyone receiving it. When you want to point at something that varies from client to client, point at the channel instead of the specific: > Call [phone] any time and we will put you through to your case manager. That line lands correctly for every client in the send, and it gives them something to act on rather than a name to remember. For a specific appointment, figure or update that belongs to one client, send it as a message from a person. #### Name where to reach you End with a line the client can act on. A phone number, or Ask a Question if your firm has it turned on. > Call [phone] any time with questions. Ask a Question lives on your firm's own screen in the app, which `https://quilia.com/app/organization` opens, so you can link it rather than describing where to find it. It is a separate setting from CaseChat — a firm can have either, both or neither — so check which one you are actually offering before you name it. Say what happens when they use it, so the line is an instruction rather than a gesture. "Call [phone] and we will put you through to your case manager" is acted on; a vague invitation to get in touch is not. #### Keep it short Three sentences is usually enough. If a message needs more than five, it probably needs a phone call instead, or one of the [phase videos](/support/firms/how-to-create-and-send-automated-phase-messages-in-quilia/) doing the explaining for you. #### Key goals - Grade 7 or below - No word your client would not use themselves - Every message says what to do, even if the answer is nothing - Every ask points at a screen the client can act on - Every message names where to reach you See also [How Long Should Case Updates Be](/support/firms/case-update-length/), [Writing Effective Subject Lines](/support/firms/writing-effective-subject-lines/) and [Building Client Trust Through Communication](/support/firms/building-client-trust-communication/). ## Help Articles for Clients ### Accident Tab https://www.quilia.com/support/clients/accident-tab/ The **Accident Tab** is where you’ll document all the important details about your accident. Everything you enter here helps your attorney build a stronger case by keeping key facts, evidence, and records in one place. #### Accident Information - **Description**: Write out what happened in detail — the sequence of events, your actions, and what others did. This first-hand account gives your attorney the foundation of your case. - **Witnesses**: Add names and contact info for any witnesses. Include notes about what they saw and mark whether their account supports your version of events. Witness statements can confirm your story and strengthen your claim. - **Police Department**: Record the responding police department and report number, if you have it. This makes it easy for your attorney to obtain the official report. - **Scene Sketch**: Upload or draw a sketch showing where vehicles, people, and objects were positioned. A simple diagram makes your description clearer. - **Video Explanation**: Record a short video in your own words. Capturing your memory early can help preserve important details you might forget later. #### Property Damage - **Vehicle Information**: Add details like year, make, model, VIN, color, and mileage. These specifics help document your vehicle accurately. - **Damage Photos**: Upload clear photos of damage from multiple angles. Photos provide undeniable evidence for repair estimates and damage assessments. #### Body Shop - **Name and Contact Info**: Save the details of the shop handling your repairs. - **Repair Estimates**: Upload any written repair estimates. These documents help show the financial impact of the accident. #### Rental Company - **Rental Vehicle Info**: Record the company and vehicle details if you needed a rental. Tracking this ensures rental costs are included in your case. #### Storage Facility - **Facility Details**: Add the name, location, and contact info for the facility where your vehicle is stored. This makes it easy for your attorney to follow up if needed. #### Insurance Details - **Policy Info**: Enter your insurance policy information and, if possible, the other party’s policy details. Having accurate information up front speeds up claims and negotiations. #### Why It Matters Every piece of information in the Accident Tab makes your case stronger. By documenting what happened, adding evidence, and keeping all accident-related details organized, you give your attorney the tools they need to represent you effectively and pursue fair compensation. ✅ **Tip:** Update the Accident Tab as soon as you get new information — fresh details are more accurate and harder to dispute later. ### Case Journal Tab https://www.quilia.com/support/clients/case-journal-tab/ The **Case Journal Tab** is your private space for sharing how your injuries affect your daily life. It isn’t a chat — your attorney won’t reply here — but everything you write becomes part of your case record. #### How to Use the Case Journal ##### Everyday Challenges Use this space to describe how normal tasks have become harder or things you can’t do anymore. **Examples include:** - Having trouble working a full day. - Struggling with chores like cooking, cleaning, or laundry. - Difficulty caring for kids or pets. - Feeling unsafe or uncomfortable while driving. ##### Things You Miss Share the activities, hobbies, or social time you’ve had to cut back on or stop altogether. **Examples include:** - Missing hobbies like sports, gardening, or crafts. - Spending less time with friends or family. - No longer being able to walk, bike, or travel the way you used to. #### Why It Matters The Case Journal helps your attorney understand the full impact of your injuries on your daily life. These personal details go beyond medical records and paint a clear picture of how your quality of life has changed. The more you write, the stronger your case becomes. Don’t hold back — share anything that feels important, even if it seems small. Those everyday struggles often matter most when proving the effect of your injuries. ✅ **Tip:** Update your Case Journal regularly. Frequent entries show a consistent pattern, which can be powerful evidence in negotiations or trial. ### Document Sharing: What Your Attorney Needs https://www.quilia.com/support/clients/document-sharing-attorney-needs/ Providing complete documentation helps your attorney build the strongest case possible. Here's what to share. #### Medical Documents - All medical bills and invoices - Hospital discharge summaries - Doctor's notes and visit summaries - Physical therapy records - Prescription information - X-rays, MRI reports, CT scans #### Insurance Information - Your health insurance cards - Auto insurance policy and ID cards - Any correspondence from insurance companies - Claim numbers and adjuster contact info #### Accident Documentation - Police report or incident report - Photos of the accident scene - Photos of vehicle damage - Photos of your injuries - Witness contact information #### Financial Impact - Pay stubs showing lost wages - Letter from employer about time off - Receipts for out-of-pocket expenses - Transportation costs to appointments #### How to Share 1. Open the Quilia app 2. Go to Documents 3. Tap + to add new document 4. Take a photo or upload from your phone 5. Label it appropriately 6. Your attorney is notified automatically ### Exporting Your Case Record as a PDF https://www.quilia.com/support/clients/export-my-case/ The Quilia app can put everything saved on your case into one PDF. It is a handy way to keep your own copy of what you have shared with your legal team, to look over your details in one place, or to print them out. #### Exporting your case 1. Open the Quilia app and tap your profile picture (or your initials) in the top right corner. 2. Tap the **Settings** icon (gear) in the top right corner of your profile. 3. Scroll down to **Account** and tap **Export My Case**. The app takes a few seconds to build your PDF, then opens your phone's share options. From there you can save it to your files, print it, or send it by email or message. If you have more than one case, the PDF covers the case you have open. To export a different one, tap **Switch Case** on the same screen first. #### What is in your PDF Your PDF starts with your law firm's name and contact details, followed by your case type and when your case was opened. After that come the details you and your legal team have saved, such as your incident, injuries, appointments, health check-ins, vehicles, insurance, missed work and case notes. Only sections that have something saved in them are included, so your PDF will not have empty pages for things that do not apply to your case. For documents, the PDF lists how many of each kind are on file, such as photos or medical records. The documents themselves are not inside the PDF. #### Keeping your PDF safe Your case record includes personal and medical details. Only share it with people you trust, and check with your legal team before sending it to anyone outside your law firm, such as an insurance company. #### If the export does not work If you see a message that the export did not finish, check that your phone is connected to the internet and tap **Try Again**. If it still does not work, make sure your app is up to date (see [How to Check Your App Version](/support/clients/how-to-check-app-version)), or send a message to your legal team. ### Home Tab https://www.quilia.com/support/clients/home-tab/ The **Home Tab** is your starting point in the Quilia app. It’s the central hub that shows you what needs attention right now and gives you quick access to your attorney, messages, and personal settings. #### How to Use the Home Tab ##### Law Firm Info Tap your law firm’s logo to see details about your attorney and their contact information. ##### CaseChat If your firm has enabled **CaseChat**, use the chat bubble to send and receive messages directly with your attorney or their staff. ##### Phase Messaging Inbox The envelope icon takes you to your inbox, where you’ll find messages about major case milestones and updates from your attorney. ##### User Settings Tap the profile icon to update your personal details, adjust notifications, or change other app settings. ##### Tasks Section The main section of the Home Tab displays your pending tasks. Each button guides you through actions your attorney needs you to complete, such as adding case information or uploading documents. ##### Bottom Navigation Bar Use the icons at the bottom of the screen to access other tabs in Quilia, such as your case journal, documents, treatment updates, or accident details. #### Why It Matters The Home Tab keeps you focused on what’s most important for your case. Completing tasks here ensures your attorney always has the latest information without having to chase you down. It also makes it easy for you to stay organized, communicate with your law firm, and move your case forward efficiently. By using the Home Tab regularly, you’ll stay engaged in your recovery and give your attorney the best chance to achieve a strong outcome for your case. ✅ **Tip:** Check the Home Tab daily. Even small updates, like completing a task or responding to a message, can make a big difference in keeping your case on track. ### How Clients Should Document Vehicle Damage https://www.quilia.com/support/clients/how-to-document-vehicle-damage/ Photos of your vehicle damage are important evidence. Here's how to document it properly. #### When to Take Photos - At the accident scene if safe - Before any repairs are made - From the tow yard or body shop - Get photos even weeks later - some is better than none #### What to Photograph ##### Exterior Damage - All four sides of the vehicle - Close-ups of damage areas - Wide shots showing full vehicle - License plate (proves it's your car) ##### Interior Damage - Deployed airbags - Broken glass inside - Blood stains (if any) - Damaged seats or dashboard ##### Context Photos - Odometer reading - VIN plate - Any warning lights on dashboard #### Photo Tips - Use good lighting (daylight is best) - Take more photos than you think you need - Include something for scale (your hand, a coin) - Capture paint transfer from other vehicle - Don't edit or filter photos #### Uploading to the App 1. Open Quilia app 2. Go to Documents or Assets 3. Tap upload/camera icon 4. Select photos or take new ones 5. Add description: "Vehicle damage photos" #### If Vehicle is Totaled Get photos before insurance takes possession. Once they have it, you may not get another chance. ### How Long Will My Case Take https://www.quilia.com/support/clients/how-long-will-case-take/ One of the most common questions we hear is "How long will this take?" Here's what to expect. #### Typical Timelines ##### Simple Cases (Minor Injuries, Clear Liability) 6-9 months from accident to settlement ##### Moderate Cases 9-18 months is typical ##### Complex Cases (Serious Injuries, Disputed Liability) 18 months to 3+ years, especially if litigation is required #### Factors That Affect Duration ##### Medical Treatment We can't settle until you've reached maximum medical improvement. Longer treatment = longer case. ##### Liability Disputes If the other side disputes fault, investigation and negotiation take longer. ##### Insurance Company Tactics Some insurers delay intentionally. We push back, but it takes time. ##### Litigation If we file a lawsuit, add 12-24 months for the court process. #### What You Can Control - Attend all medical appointments - Respond promptly to requests - Document everything in the app - Communicate any changes quickly #### Quality Over Speed We could settle faster for less money, but our job is to get you the best outcome. Sometimes that takes patience. We'll keep you informed throughout. ### How to Add Insurance Information in the Quilia App https://www.quilia.com/support/clients/adding-insurance-information/ Keeping track of your insurance policies is an important part of building your case. The Quilia app makes it easy to record your health insurance, auto insurance, and other relevant policies. This guide shows you exactly where to find this feature and how to add your insurance information. #### Why Insurance Information Matters Your legal team needs accurate insurance records to: - Identify all potential sources of recovery for your case - Ensure claims are filed correctly and promptly - Coordinate benefits between multiple insurance providers - Document coverage for medical expenses, vehicle repairs, and other damages #### How to Navigate to Insurance Follow these simple steps to find and add your insurance information: ##### Step 1: Open the Case Tab From anywhere in the app, tap the **Case** tab in the bottom navigation bar. It's the feather/quill icon in the center of the navigation. ##### Step 2: Tap Insurance On the Case screen, you'll see a list of options. Tap the **Insurance** button - it has a pink ID card icon. ##### Step 3: View Your Insurance List You'll now see a list of any insurance policies you've already added. If this is your first time, you'll see a message prompting you to add your first policy. #### Adding a New Insurance Policy To add a new insurance policy: 1. Tap the **Add Insurance** button at the bottom of the screen 2. Fill in the required fields: - **Company** - The name of your insurance provider (e.g., Blue Cross, Geico, State Farm) - **Insurance Type** - Select from options like Health, First Party Car, Other Party Car, and more - **Policy Number** - Your policy identification number 3. Optionally add: - **Claim Number** - If you've already filed a claim - **Group Number** - For employer-sponsored health insurance - **Policy Owner** - If the policy is under someone else's name 4. Tap **Upload Image** to add photos of your insurance card 5. Tap **Save** when finished #### Insurance Types Explained The app supports many insurance types to cover different case needs: - **Health** - Your medical/health insurance coverage - **First Party Car** - Your own auto insurance policy - **Other Party Car** - The other driver's auto insurance (for accident cases) - **Medicare/Medicaid** - Government health programs - **Homeowner** - Home insurance policies - **Umbrella** - Excess liability coverage - **Disability** - Disability insurance - **Other** - Any other relevant insurance #### Tips for Adding Insurance - **Add all relevant policies** - Include both your insurance and any other party's insurance involved in your case - **Keep policy numbers handy** - Have your insurance cards ready when entering information - **Upload images** - Taking photos of your insurance cards ensures you have a backup of important details - **Update when needed** - If your coverage changes, remember to update your information in the app #### Need Help? Tap the **?** help icon in the top right corner of the Insurance screen for additional guidance. If you have questions about which insurance policies to add, contact your legal team for advice specific to your case. ### How to Add Notes to Your Daily Log https://www.quilia.com/support/clients/add-notes-daily-log/ The notes section of your daily log is powerful evidence. Here's how to use it effectively. #### What to Include in Notes - Specific activities affected by pain - What makes pain better or worse - Medications taken and their effects - Sleep quality and issues - Emotional impact (frustration, anxiety) #### Examples of Helpful Notes > Couldn't carry groceries from car to house - had to make 6 trips. Right shoulder pain 7/10 when lifting. > Woke up 3 times from neck pain. Only slept about 4 hours total. Took Tylenol at 2am. > Had to leave work early because headache got so bad I couldn't focus on computer screen. > Good day - pain at 3/10. Was able to walk around the block for the first time since accident. #### Be Honest and Specific - Record both good and bad days - Use specific numbers when possible - Describe what you couldn't do - Note any new symptoms #### When to Add Notes Log notes: - At the end of each day - When something significant happens - After any activity that affects your pain - When you notice changes in symptoms ### How to Check Your App Version https://www.quilia.com/support/clients/how-to-check-app-version/ #### Why Check Your App Version? Keeping your app up to date ensures you have the latest features, bug fixes, and security improvements. If you're experiencing issues with the app, your attorney's office may ask you to check your version number. #### How to Find Your Version Number ##### Step 1: Tap Your Profile Picture From the home screen, tap your profile picture in the top right corner of the screen. ##### Step 2: Tap the Settings Icon On your profile page, tap the gear icon in the top right corner to open App Settings. ##### Step 3: Scroll Down In the App Settings screen, scroll all the way to the bottom of the page. ##### Step 4: Find Your Version Number At the bottom of App Settings, you'll see the "App Updates" section. Your version number is displayed as "Runtime Version" followed by a number like 2026.1.0. #### How to Update Your App If you need to update to the latest version: - On iPhone: Open the App Store, tap your profile icon at the top, scroll down to see available updates, and tap Update next to Quilia. - On Android: Open the Google Play Store, tap your profile icon, select "Manage apps & device," and update Quilia if available. You can also tap the refresh icon next to "App Updates" to check for any available updates directly in the app. #### Need Help? If you're having trouble updating your app or need assistance, contact your law firm through CaseChat or call their office directly. ### How to Communicate with Your Law Firm https://www.quilia.com/support/clients/how-to-communicate-with-your-law-firm/ Communication is key in any legal case, and Quilia is your digital journal for sharing everything going on with your case. Think of it as the place to collect and share all the details—big or small—with your attorney: #### Your Digital Journal - **Put Everything in One Place**: Use Quilia as your personal journal for your case. Share updates, track your progress, and upload any documents, photos, or videos that might be important. - **No Filter Needed**: Don’t hold back! Share everything you think might matter—whether it’s about your treatments, missed work, daily challenges, or anything else. Your attorney will review what you share and decide what’s relevant for your case. #### What to Share - **Types of Updates**: Add details about: - Changes to your condition - Treatment updates - Documents, receipts, or other case-related paperwork - Photos or videos that might support your case - Anything that’s impacted your daily life - **Frequent Updates**: Feel free to update the app as often as you’d like. Even small details can be important, so don’t hesitate to include them. #### When to Use Other Communication Channels - **Immediate Assistance**: If you need urgent help or immediate feedback, contact your law firm directly through phone calls, text messages, or in-person meetings. - **CaseChat**: If your law firm has enabled the **CaseChat** feature, you can send and receive messages with your attorney directly through the app for more direct communication. #### Why It Matters - **Build a Strong Case**: The more you share, the better equipped your attorney will be to handle your case. By putting all the details in Quilia, you ensure that nothing important is overlooked. - **Stay Organized**: Keeping everything in one place makes it easier for your attorney to review your case and provide the best possible representation. By using Quilia as your digital journal, you’re not just sharing updates—you’re helping your attorney build the strongest case possible. Share it all—your attorney is here to help sort out what’s most important. ### How to Document Lost Wages https://www.quilia.com/support/clients/how-to-document-lost-wages/ Lost wages are a significant part of many personal injury claims. Proper documentation helps you recover what you've lost. #### What Counts as Lost Wages - Days missed from work due to injury - Time off for medical appointments - Reduced hours due to limitations - Lost overtime opportunities - Used sick days or vacation time - Self-employment income losses #### Documents to Gather ##### For Employees - Recent pay stubs (last 3-6 months) - Letter from employer confirming missed time - Tax returns or W-2s ##### For Self-Employed - Tax returns (2-3 years) - Profit/loss statements - Contracts or invoices showing lost work #### How to Track in the App 1. Go to Documents or Wage Loss section 2. Log each day of missed work 3. Note the reason (injury, appointment, etc.) 4. Upload supporting documents #### Keep a Log Create a simple log with: - Date missed - Hours lost - Reason - Normal earnings for that day #### Why Detail Matters Insurance companies scrutinize lost wage claims. The more documentation you have, the harder it is for them to dispute your losses. ### How to Document Your Daily Pain Levels https://www.quilia.com/support/clients/document-daily-pain-levels/ Consistent pain documentation is one of the most valuable things you can do for your personal injury case. The Quilia app makes this easy. #### Why Pain Documentation Matters Your daily pain records create a timeline that shows: - How your injuries affect daily life - Pain patterns and triggers - Progress or setbacks over time - The ongoing impact of the accident #### Recording Pain in the App 1. Open the Quilia app 2. Tap "Log Pain" on your home screen 3. Select your pain level (0-10 scale) 4. Choose the body area(s) affected 5. Add notes about activities or triggers 6. Tap Save #### What to Include in Notes Be specific about: - What activities caused increased pain - What you couldn't do because of pain - How pain affected your sleep - Medications you took for relief #### Best Practices - Log pain at the same time daily for consistency - Don't skip days - even "good days" are data - Be honest - don't exaggerate or minimize - Take photos if you have visible symptoms ### How to Download the Quilia App https://www.quilia.com/support/clients/how-to-download-the-quilia-app/ Prefer a printable version? Both guides fit on one page: ##### Step 1: Receive an Invitation You’ll receive a **text message, an email, or both** from your attorney inviting you to download the Quilia app. The message will include a direct download link. ##### Step 2: Download the App - **Tap the link** in the text message or email to go directly to the app in your device’s store. - Want to find it manually? - Open the **App Store** (for iPhone) or **Google Play Store** (for Android) - Search for **“Quilia”** - Prefer desktop access? Go to [**app.quilia.com**](https://app.quilia.com/) > *Note: The web version has limited functionality compared to the mobile app.* ##### Step 3: Install the App Tap **Download** or **Install** to add the app to your device like any other mobile app. ##### Step 4: Open the App Once installed, look for the Quilia icon on your home screen and tap it to open. ##### Step 5: Log In Enter your **phone number or email address** to log in. Use the same one your invitation was sent to, and Quilia will send you a 6-digit code to enter. There are no passwords. > *You must receive the invitation before logging in.* > If this is your first time, you’ll be guided through a quick setup process. ##### Step 6: Start Using Quilia After logging in, you’ll see your home screen. From there, you can: - View and update your case information - Track your progress - Stay connected with your attorney in real time ### How to Enable CaseChat Message Translations on the App https://www.quilia.com/support/clients/casechat-translations-app/ The Quilia app can automatically translate CaseChat messages to your preferred language, making it easy to communicate with your legal team even if you speak different languages. This guide shows you how to enable translations and set your language preference. #### Prerequisites - The Quilia app installed on your device - An active case with CaseChat enabled #### How to Enable Translations ##### Step 1: Open Settings 1. Open the Quilia app 2. Tap the **Settings** icon (gear) in the bottom navigation or menu ##### Step 2: Find CaseChat Translations Scroll down to find the **CaseChat Translations** section. ##### Step 3: Enable Message Translations Toggle on **Enable message translations**. When enabled: - Messages from your legal team will be automatically translated to your preferred language - You'll see a progress indicator while messages are being translated - You can tap "Show original" to view the original message text **Note:** This setting is enabled by default. If you've never changed it, translations should already be active. #### Setting Your Preferred Language For translations to work correctly, you need to set your preferred language in the app: ##### Step 1: Go to Profile Settings 1. Open **Settings** in the app 2. Look for **Language** or **Profile** settings ##### Step 2: Select Your Language Choose your preferred language from the list. This is the language that messages will be translated into. ##### Step 3: Save Changes Your language preference is saved automatically. #### How Translations Appear When viewing translated messages: 1. **Automatic Translation**: Messages appear in your preferred language automatically 2. **Translation Progress**: You'll see "Translating... X/Y" while messages are being processed 3. **Show Original**: Tap "Show original" below any message to see what was originally written 4. **Hide Original**: Tap "Hide original" to return to the translated version #### Important Notes - **Language Must Be Set**: Translations only work if your app language is set to your preferred language. If your app is set to English but you speak Spanish, change your language setting to Spanish. - **Both Settings Required**: You need BOTH the translation toggle enabled AND your correct language set for translations to work. - **Default is ON**: Translation is enabled by default—you only need to check settings if translations aren't working. #### Troubleshooting **Translations aren't appearing:** 1. Check that **Enable message translations** is turned ON in Settings 2. Verify your preferred language is set correctly 3. Make sure your app language matches the language you want translations in 4. Try closing and reopening the chat **Messages show in the wrong language:** 1. Go to Settings and update your language preference 2. Close and reopen the CaseChat conversation 3. Messages will re-translate to your new language preference **"Show original" doesn't appear:** - This link only appears for messages that have been translated - If the message was originally written in your language, there's no translation to show #### Tips - **Quick Toggle**: You can quickly enable or disable translations from the Settings screen without changing your language - **Preview Translations**: Message previews in your chat list also show translated text when enabled - **Original Always Available**: The original message is never lost—you can always tap "Show original" to see it ### How to Enter Data in Quilia App https://www.quilia.com/support/clients/how-to-enter-data-in-quilia-app/ Quilia makes it easy to share key updates with your attorney, so your case stays strong and well-documented—without the back-and-forth phone tag. ##### 🏠 Home Screen: Your Priority Tasks When you open the app, you’ll land on your **Home Screen**, where any high-priority tasks or requests from your attorney will be clearly listed. Follow the prompts here to upload documents, fill out forms, or complete case updates. **** ##### 💊 Treatment Tab: Track Your Recovery In the **Treatment** tab, you can log doctor visits, physical therapy sessions, medications, or any other ongoing care. Be sure to include details like the provider’s name, visit date, and how you felt after. ##### 📓 Case Journal: Daily Impacts and Notes Use the **Case Journal** to describe how your injury affects your everyday life. Include things like pain levels, mobility changes, sleep issues, or anything you can no longer do comfortably. ##### 🚗 Accident Tab: Key Incident Details The **Accident** tab is where you add information about the incident—such as where and when it happened, how it occurred, and who was involved. You can also upload documents like police reports or photos of the accident. ##### 💼 Lost Income Tab: Missed Work and Wages If your injury kept you from working, use the **Lost Income** tab to log your time off and wage losses. Enter dates you couldn’t work, your employer’s name, and upload any relevant documents if available. ##### 📎 Uploading Photos and Videos Throughout the app, you’ll see options to attach files. Use this to upload photos, videos, or documents that support your case—whether it's medical notes, treatment visuals, or proof of missed work. ##### 🔁 Update Often, Stay Ahead Regular updates help your attorney build a stronger case. - New symptoms? Add them. - Another missed shift at work? Log it. - Updated test results? Upload them. Frequent updates give your attorney a clearer picture of your recovery and challenges. ##### 🤝 Why It Matters Every detail you enter in Quilia gives your attorney the tools they need to advocate for you. By keeping your case up to date, you increase the chances of a faster, stronger outcome—without the hassle. ### How to Give Someone You Trust Access to Your Case https://www.quilia.com/support/clients/adding-family-members-case/ If someone helps you with your case, such as a spouse, an adult child, a caregiver, or the person who holds your power of attorney, you can give them their own access in the Quilia app. Quilia calls these people **delegates**. Each delegate signs in with their own phone number, so you never need to share your login. #### Before You Start - You need to be the client on the case. Delegates cannot add other delegates, and the **Delegates** option does not appear for them. - Delegates belong to one case. If you have more than one case, open the case you want to share first (use **Switch Case** in App Settings if you need to). - Have the person's name and mobile phone number ready. Their email is optional. #### Step 1: Open App Settings From the home screen, tap your profile picture in the top right corner. On your profile page, tap the gear icon in the top right corner to open **App Settings**. #### Step 2: Open Delegates Scroll down to the **Account** section and tap **Delegates** (People who can see or help with your case). The Delegates screen names the case at the top, for example **For your Trusts & Estates case**, and lists everyone who already has access, along with what each person can do. #### Step 3: Add a Delegate Tap **Add Delegate**, then fill in the form: 1. **Name**: the person's full name. 2. **Phone**: their mobile number. This is what they use to sign in. 3. **Email (optional)**: their email address, if you have it. 4. **Access**: choose what they can do (see below). 5. **Role (optional)**: pick how they are related to you, such as Spouse, Parent, Power of Attorney, Executor, or Successor Trustee. Choose **Other** to type your own. The role is only a label that helps your legal team know who this person is. It does not change what they can do. Tap **Add Delegate** to save. You will see **Delegate added**, and Quilia sends them a text message with a link to download the app and sign in. #### Choosing Access: View Only or Collaborator **View only** lets them see your case, but they can't send, upload, or sign anything. This is a good fit for someone who wants to stay informed, such as a family member who checks in on your progress. **Collaborator** lets them message your firm, upload documents, and sign for you. Choose this for someone who actively helps manage your case, such as a spouse or the person who holds your power of attorney. Anything a collaborator adds to your case is marked as added by them, so your legal team can always tell who did what. Only give Collaborator access to someone you fully trust, since they can sign documents on your behalf. #### Removing a Delegate Open **Delegates**, tap **Remove** next to the person's name, and confirm. They lose access to your case right away. Anything they already added stays on your case. #### If Someone Shows "Waiting for your attorney" Your law firm can also manage delegates. Sometimes a firm adds a person, such as an executor or successor trustee, who should not have access until a certain point. Until the firm turns their access on, that person shows as **Waiting for your attorney** on your Delegates screen. Contact your legal team if you have questions about it. #### Troubleshooting **I don't see Delegates in App Settings.** Only the client on the case can manage delegates. If you were added to someone else's case as a delegate, the option does not appear for you. Also check that the case you want is the one currently open. **I see an error about the phone number.** You can add someone who already uses Quilia. If that phone number already has a Quilia account, the name you enter has to match the name on it. Use their full first and last name as it appears on their account, for example **Robert Ross** rather than **Bob Ross**. If the name and number are right and it still doesn't work, contact your legal team. **They didn't get a text.** Make sure the number is a mobile number that can receive texts. They can also download the Quilia app and sign in with that phone number directly. ### How to Log Your Daily Pain Levels https://www.quilia.com/support/clients/how-to-log-pain-levels/ #### Why This Matters Your pain score is one of the most important pieces of evidence in your case. Insurance companies and defense attorneys look for consistent documentation of how your injuries affect your daily life. Logging your pain regularly helps your attorney: - Demonstrate the severity and duration of your injuries - Show patterns in your pain over time - Build a stronger case for fair compensation Even on days when you feel better, it's important to log your score. Gaps in your pain log can be used against you. #### How to Log a Pain Score ##### Step 1: Open Pain Tracking From the home screen, tap the Treatment tab at the bottom of the screen, then the Pain Tracking section. ##### Step 2: Tap "Add Pain Score" At the bottom of the Pain Tracking screen, tap the purple Add Pain Score button. ##### Step 3: Select Your Pain Level Select a number from 0-10 that best describes your current pain: - 😃 0 - No Pain: I have no pain - 🙂 1 - Minimal: My pain is hardly noticeable - 😐 2 - Mild: I can ignore my pain for hours - 😕 3 - Uncomfortable: My pain bothers me but I can ignore it most of the time - 😟 4 - Moderate: I am constantly aware of my pain but can continue most activities - 😖 5 - Distracting: I think about my pain most of the time and cannot do some activities - 😫 6 - Distressing: I think about my pain all the time and give up many activities - 😢 7 - Unmanageable: I am in pain all the time. It keeps me from doing most activities - 😭 8 - Intense: My pain is so severe it is hard to think of anything else - 😵‍💫 9 - Severe: My pain is all I can think about. I can barely talk or move - 🚑 10 - Unable to Move: I am in bed and can't move due to my pain Be honest about your pain level. Don't exaggerate, but don't downplay it either. ##### Step 4: Add Notes (Recommended) In the Notes field, describe: - What activities made the pain worse or better - How the pain affected your day (couldn't work, couldn't sleep, etc.) - Any medications you took Example: "Woke up with sharp lower back pain. Had to call in sick to work. Took ibuprofen but it only helped for a few hours." ##### Step 5: Select Related Body Parts (Optional) Tap Edit next to "Related Body Parts" to check which areas hurt. This helps show exactly where you're experiencing pain. ##### Step 6: Tap Save Hit Save to record your pain score. You'll see it appear in your pain history with a chart showing your pain over time. #### Tips for Better Pain Tracking - Log at the same time each day - Pick a time (like before bed) and make it a habit - Be specific in your notes - "Pain was bad" is less helpful than "Couldn't pick up my child because of shooting pain in my lower back" - Log even on good days - A score of 2 is still valuable data showing the ups and downs of your recovery - Don't skip days - Consistent logging is more credible than sporadic entries #### What Your Attorney Sees When you log pain scores, your attorney can view: - A chart showing your pain levels over time - All your entries with dates, scores, and notes - Patterns that help build your case This information becomes part of your case file and can be used in negotiations or at trial. #### Need Help? If you're having trouble with the Pain Tracking feature, contact your law firm through CaseChat or tap the help icon in the top right corner of any screen. ### How to Message Your Attorney https://www.quilia.com/support/clients/how-to-message-attorney/ The Quilia app makes it easy to communicate with your legal team securely. Here's how to send messages and what to expect. #### Sending a Message 1. Open the Quilia app 1. Tap the Messages or Chat icon 2. Type your message 3. Tap Send #### What to Include in Your Messages - Be specific about your question or update - Include relevant dates and details - Mention any deadlines if applicable Example: "I have a doctor appointment on March 15th. Do I need to do anything special to prepare?" #### Response Times Your legal team typically responds within one business day. For urgent matters, indicate urgency in your message. #### Types of Messages ##### Questions "I received a bill from the hospital. Should I pay it or send it to you?" ##### Updates "My doctor referred me to a specialist. The appointment is next Tuesday." ##### Concerns "I'm having trouble sleeping due to pain. Should I mention this to my doctor?" #### Tips for Better Communication - Check your messages daily - Respond promptly to requests from your attorney - Don't hesitate to ask questions - that's what we're here for ### How to Prepare for Your Deposition https://www.quilia.com/support/clients/how-to-prepare-deposition/ A deposition is sworn testimony where the other side's attorney asks you questions. Here's how to prepare. #### What is a Deposition? - Formal question-and-answer session - Under oath (same as court testimony) - Recorded by a court reporter - Your attorney will be present - Usually at an attorney's office #### Before Your Deposition 1. Review your accident details 2. Look through your medical records 3. Review your pain logs in the app 4. Meet with your attorney for preparation 5. Get a good night's sleep #### Key Rules ##### Listen Carefully Make sure you understand each question before answering. Ask for clarification if needed. ##### Answer Only What's Asked Don't volunteer extra information. If the question can be answered yes or no, do that. ##### It's Okay to Say "I Don't Know" If you don't remember something, say so. Don't guess. ##### Take Your Time Pause before answering. This gives you time to think and your attorney time to object if needed. #### Common Questions - Describe the accident - Describe your injuries - What treatment have you received? - How has this affected your daily life? - Any prior injuries or accidents? #### After Your Deposition Your attorney will discuss how it went. The transcript becomes part of the case record. ### How to Request a Ride to an Appointment https://www.quilia.com/support/clients/how-to-request-a-ride/ If you do not have a way to get to the doctor, physical therapy or another appointment, you can ask your law firm for a ride in the Quilia app. Your firm arranges the ride and lets you know the pickup time. Ask at least 24 hours before your appointment, so your firm has time to book it. #### Where to find Rides Tap **Transportation**, then **Rides**. On a car accident case, Transportation is under **Vehicle** at the bottom of the screen. If you do not see Rides, or it says ride requests are off, your firm has not turned them on for your case. Call your firm if you need a ride. #### Requesting a ride 1. On the Rides screen, tap **Request a ride**. 2. Under **Where are you going?**, enter the provider or place. Add its address if you know it. 3. Pick the **Appointment date and time**. 4. Enter or check your **Pickup address**: where the driver should pick you up. 5. Add anything the driver should know, like a walker, a wheelchair or a time for the trip home. 6. Tap **Send ride request**. Your request goes straight to your case team. They book the ride and contact you with the pickup time. #### Seeing the rides you asked for Every request you send stays on the Rides screen with where you are going and when. Tap a request to see everything you sent and when you sent it. If you have not heard from your firm within one business day, call them. ### How to Track Your Medical Appointments https://www.quilia.com/support/clients/how-to-track-appointments/ Keeping your legal team informed about medical appointments helps build your case. Here's how to track them in the app. #### Adding an Appointment 1. Open the Quilia app 1. Navigate to Appointments or Calendar 2. Tap "Add Appointment" 3. Enter provider name, date, and time 4. Add any notes about the visit 5. Save #### What to Include - Doctor or provider name - Type of appointment (follow-up, specialist, therapy) - Location - Any preparation instructions #### After Your Appointment After each visit, please update the app with: - What happened during the visit - New diagnoses or findings - Treatment recommendations - Prescriptions given - Next appointment scheduled #### Why This Matters Your appointment history shows the insurance company that you're taking your recovery seriously. Gaps in treatment can be used to minimize your claim. Every documented appointment strengthens your case. #### Setting Reminders The app can remind you about upcoming appointments. Enable notifications so you never miss a visit. ### How to Track Your Mileage to Medical Appointments https://www.quilia.com/support/clients/how-to-track-mileage/ Driving to the doctor, physical therapy, the pharmacy or your lawyer's office adds up, and those miles can be part of your claim. The Quilia app keeps a mileage log for you, so you do not have to fill out a paper form. You only need to say where you went. The app works out the miles. #### Where to find Mileage - **Car accident cases:** tap **Vehicle** at the bottom of the screen, then **Transportation**, then **Mileage**. - **Other injury cases:** tap **Health** at the bottom of the screen, then **Mileage**. The Mileage screen shows every trip you have logged and your total miles at the top. #### Logging a trip 1. On the Mileage screen, tap **Add Trip**. 2. Pick the **Reason** for the trip: a medical appointment, therapy or PT, the pharmacy, your attorney's office, or something else. 3. Under **From**, pick where you started: **Home**, **Work**, or another address. 4. Under **To**, pick one of your providers or type an address. 5. Check the date and whether it was a **Round trip**. Round trip is on to start, since most drives are there and back. 6. Tap **Save**. The miles fill in on their own, using the driving distance from where you started. If your drive was different, for example you took a detour, change the number before you save. To fill in miles automatically, the app needs your home address. If it does not have it, you will see **Add your home address** on the form. #### Logging a visit you already have Your past appointments that do not have a trip yet show at the top of the Mileage screen, in gray, with **Tap to log**. Tap one and the trip is filled in for you: the date, the provider and the miles. Check it and tap **Save**. If you had not told the app whether you went to that visit, logging the trip also marks it as attended. You can also log a trip from the appointment itself. Open the appointment and tap **Log mileage**. When you mark a visit as attended, the app also offers to log the drive for you. #### Already keeping a log on paper? If you have been writing your trips down, or you have screenshots of your routes from a map app, you do not have to type them in again. Prefer paper? [Download a printable mileage log](/files/quilia-mileage-log.pdf), keep it in your car, and upload a photo of it when the page is full. 1. On the Mileage screen, tap **Upload Mileage Log**. 2. Take a photo of your log, or pick a photo or screenshot from your phone. 3. The app reads it and shows what it found, like **We found 4 trips · 54 mi**. 4. Tap **Add all**, or tap **Review** to check each trip first. Trips that are already on your list are skipped, so nothing is added twice. You can also send the photo to Quilia in a message or upload it on the **Files** tab. Either way it is recognized as a mileage log. #### Logging a trip by text You can tell Quilia about a drive in a message, in any language the app supports. For example: - "Drove to physical therapy this morning." - "Fui a la farmacia ayer." Quilia logs the trip and fills in the miles. #### What your law firm sees Every trip you log goes to your law firm right away, with the date, where you went and the miles. They can download your full mileage log when they need it. The app tracks miles only. Your law firm works out any reimbursement amount. #### Changing or deleting a trip Tap a trip on the Mileage screen to change it. To remove it, open the trip and delete it. ### How to Upload Documents to Your Case https://www.quilia.com/support/clients/how-to-upload-documents/ Uploading documents helps your attorney build the strongest possible case. Here's how to share files securely. #### What Documents to Upload - Medical bills and invoices - Insurance correspondence - Police reports - Photos of injuries or vehicle damage - Pay stubs showing lost wages - Receipts for out-of-pocket expenses #### How to Upload ##### From Your Phone 1. Open the Quilia app 2. Go to Assets or Documents 3. Tap the + or Upload button 4. Choose "Take Photo" or "Choose from Library" 5. Add a description 6. Tap Upload ##### Pro Tip Use your phone's camera to take photos of paper documents. Make sure the entire document is visible and the text is readable. #### Document Tips - Upload documents as soon as you receive them - Use clear descriptions (e.g., "MRI Report - January 2024") - Upload multi-page documents as separate images if needed - Check that images are clear and readable before uploading #### Security Your documents are encrypted and securely stored. Only you and your legal team can access them. ### Photographing Your Injuries for Documentation https://www.quilia.com/support/clients/photographing-injuries-documentation/ Visual documentation of injuries can be compelling evidence. Here's how to photograph injuries properly. #### What to Photograph - Bruises and swelling - Cuts and abrasions - Surgical scars - Visible deformities - Medical devices (braces, casts, crutches) #### Photo Guidelines ##### Lighting - Use natural daylight when possible - Avoid harsh shadows - Make sure injury is clearly visible ##### Framing - Include a reference for size (ruler or coin) - Take close-up and wide shots - Show the injury from multiple angles ##### Timing - Take photos immediately after injury - Continue photographing as healing progresses - Capture setbacks or complications #### Uploading to Quilia 1. Open the app 1. Go to Documents 2. Tap + and select "Take Photo" 3. Capture your injury 4. Add a description with date and location 5. Upload #### Privacy Reminder Your photos are securely stored and only visible to your legal team. ### Requesting a Prescription Card https://www.quilia.com/support/clients/requesting-a-prescription-card/ Some law firms offer their clients a prescription card through their pharmacy partner, [CreoRx](https://www.creorx.com/?utm_source=quilia&utm_medium=referral&utm_campaign=support-article&utm_content=client-guide). If yours does, you can ask for one right in the Quilia app, and once it is ready your card lives in the app too, so it is on your phone when you are at the pharmacy counter. #### Requesting your card 1. Open the Quilia app and go to **Prescriptions**. 2. Tap **Request a prescription card**. 3. Check your details and fix anything that is wrong. 4. Tap **Send request**. If you do not see the button, your law firm does not offer the card through Quilia, or you already have one. #### Checking your details Before your request is sent, the app shows your legal first name, legal last name, date of birth and the date of your injury, as your law firm has them. Please check each one against your ID, and if you have two last names, include both. Your card is issued in this name, and the details have to match for your card to show up in the app. If something is wrong, change it right there. Anything you change is saved to your file. If your law firm does not have your gender yet, the app asks for it, because your card cannot be activated without it. It may also ask for your home address. #### What happens next Your request goes to your law firm's pharmacy partner, and someone at your law firm reviews it. When your card is ready, CreoRx will contact you, and your card appears on your **Prescriptions** screen in the Quilia app. #### Using your card Open **Prescriptions** and show your card to the pharmacist. The screen shows the numbers the pharmacy needs, exactly as they are printed on your card, along with a help line for the pharmacist and one for you. Prescriptions you fill with your card are added to your prescription list in the app on their own. #### Questions about your card For anything about how the card works or what it covers, contact CreoRx using the patient help line on your card, or ask your law firm. ### Sharing Treatment Updates with Your Attorney https://www.quilia.com/support/clients/sharing-treatment-updates-attorney/ Keeping your attorney informed about your treatment helps them build the strongest possible case for you. #### What to Share Your legal team needs to know about: - New doctor visits or specialist referrals - Changes in treatment plan - New diagnoses or complications - Therapy progress or setbacks - Surgery recommendations #### Using CaseChat for Updates 1. Open the Quilia app 2. Tap the message icon for CaseChat 3. Type your update message 4. Attach any relevant photos or documents 5. Send #### Example Update Messages > Had my follow-up with Dr. Smith today. She referred me to a spine specialist. Appointment is next Tuesday. > Physical therapy added two new exercises this week. Attaching the exercise sheet they gave me. > MRI results came back showing a herniated disc at L4-L5. Uploading the report now. #### When to Share Updates - After every medical appointment - When you receive test results - If your condition changes significantly - When you start or stop medications ### Should I Talk to the Other Insurance Company https://www.quilia.com/support/clients/talking-to-insurance-company/ Insurance adjusters may contact you directly. Here's how to handle it. #### The Short Answer No. Direct all communication to your attorney. You can say: "I'm represented by [Firm Name]. Please contact them directly." #### Why This Matters ##### Recorded Statements Adjusters want recorded statements. Anything you say can be used to minimize your claim. ##### Tricky Questions They're trained to ask questions that seem innocent but can hurt your case. ##### Quick Settlement Offers Early offers are almost always too low. They want to settle before you know the full extent of your injuries. #### What to Do If They Call 1. Be polite but brief 2. Do NOT give a recorded statement 3. Do NOT discuss injuries or fault 4. Say: "I have an attorney. Please contact them." 5. Get their name and number 6. Tell your attorney immediately #### Your Own Insurance Your own insurance company (for medical payments, uninsured motorist) is different. Let your attorney know about any contact, but these are generally more cooperative. #### Social Media Warning Insurance companies monitor social media. Avoid posting about your accident, injuries, or activities during your case. ### Tracking Your Appointments in the App https://www.quilia.com/support/clients/tracking-appointments-app/ Keeping track of medical appointments helps you stay organized and shows your commitment to recovery. #### Viewing Your Appointments 1. Open the Quilia app 1. Tap "Appointments" in the menu 2. See upcoming and past appointments #### Adding a New Appointment 1. From Appointments, tap the "+" button 2. Enter the appointment type 3. Select the date and time 4. Add the provider name and location 5. Enable reminder notifications 6. Tap Save #### Appointment Types - Doctor visits - Physical therapy - Specialist consultations - Imaging (X-ray, MRI, CT) - Legal appointments #### Setting Reminders Get notified before appointments: - 24 hours before - 2 hours before - Custom reminder time #### After Your Appointment After each visit: - Log any new symptoms or changes - Upload documents you received - Note your next scheduled visit - Update your legal team if significant news ### Treatment Tab https://www.quilia.com/support/clients/treatment-tab/ The **Treatment Tab** is your personal medical diary inside Quilia. It keeps all your treatment details in one place so your attorney has the strongest possible evidence to build your case. #### Appointment Tracking Log every appointment to create a complete record of your care. A full timeline helps your attorney show your commitment to recovery and proves the extent of your treatment. #### Pain Score Tracking Record your pain on a scale from 0 to 10. Consistent updates show how your condition changes over time and strengthen your case by making your experience harder to dispute. #### Doctor List Keep a list of all doctors and specialists you see. This ensures your attorney can quickly access every medical record needed for your claim. #### Injury Photos Upload photos to track how your injuries heal. Visual documentation makes a powerful impact in negotiations and in court by showing the severity and duration of your injuries. #### Prescriptions Add your medications and upload photos of prescriptions. This documents the cost of your treatment, proves your medical needs, and supports reimbursement for expenses. #### Previous Injuries Note any past injuries, even if unrelated. Full transparency protects your credibility and helps your attorney prepare for insurance company questions. #### Why It Matters The more complete your Treatment Tab, the stronger your case will be. Regular updates make sure your attorney has the evidence they need to fight for fair compensation on your behalf. ✅ **Tip:** Fill out the Treatment Tab as you go, not all at once later. Consistency makes your case more credible and easier for your attorney to manage. ### Understanding Medical Liens https://www.quilia.com/support/clients/understanding-medical-liens/ #### What is a medical lien? A medical lien allows healthcare providers to be paid from your settlement instead of requiring payment upfront. It's how many injury victims afford treatment. #### How does it work? 1. You receive medical treatment 2. The provider agrees to wait for payment 3. A lien is placed against your case 4. When your case settles, the provider is paid #### Do I still owe money if I lose my case? This depends on your agreement with the provider. Many liens are contingent - meaning they're only paid if you win. Others may still require payment. Your attorney can explain your specific situation. #### Can liens be negotiated? Often, yes. Your legal team may be able to reduce lien amounts as part of the settlement process. This is one reason to let your attorney handle all lien communications. #### What liens might apply to my case? - Medical provider liens - Health insurance subrogation - Medicare/Medicaid liens - Workers' comp liens (if applicable) #### What should I do? - Keep all medical bills - Don't ignore collection notices - tell your attorney - Upload all medical statements to the app - Ask questions if you're unsure ### Understanding Push Notifications https://www.quilia.com/support/clients/understanding-push-notifications/ #### What Are Push Notifications? Push notifications are alerts that appear on your phone when you receive new messages or updates about your case. They help you stay informed without needing to open the app constantly. #### What Notifications Will I Receive? - New messages from your legal team - Case status updates - Appointment reminders - Document requests - Action items that need your attention #### Managing Your Notifications 1. Open the Quilia app 1. Tap your profile icon 2. Select "Notification Settings" 3. Toggle notifications on or off by type #### If You're Not Receiving Notifications Check these settings on your phone: - iPhone: Settings > Notifications > Quilia - Android: Settings > Apps > Quilia > Notifications Make sure notifications are enabled and not in silent mode. #### Do Not Disturb You can set quiet hours when notifications won't make sounds: 1. Go to app settings 2. Tap "Quiet Hours" 3. Set your preferred times You'll still receive messages - you just won't be notified until quiet hours end. ### Understanding Your Case Timeline https://www.quilia.com/support/clients/understanding-case-timeline/ The Quilia app helps you understand where your case stands and what to expect next. Here's how to read your case timeline. #### Finding Your Timeline 1. Open the Quilia app 1. Go to your Case or Home screen 2. Look for the Timeline or Progress section #### Case Stages Explained ##### Investigation Your attorney is gathering evidence, police reports, and initial medical records. Your job: Focus on treatment and document everything. ##### Treatment You're receiving medical care. This phase continues until your doctors release you. Your job: Attend all appointments and log pain levels. ##### Demand Your attorney is preparing and sending a demand letter to the insurance company. Your job: Provide any final information requested. ##### Negotiation Back-and-forth with the insurance company. Your job: Stay patient and respond promptly to any questions. ##### Resolution Your case is settling or going to trial. Your job: Make final decisions with your attorney's guidance. #### What the Colors Mean - Green: Completed stages - Blue: Current stage - Gray: Upcoming stages #### Estimated Timeframes Timeframes vary greatly by case. Don't compare your case to others. Your attorney will give you specific estimates based on your situation. ### Uploading Medical Bills and Records https://www.quilia.com/support/clients/uploading-medical-bills-records/ Your medical records and bills are crucial evidence in your case. Here's how to share them with your legal team. #### What Documents to Upload - Hospital bills and statements - Doctor visit summaries - Physical therapy records - Prescription receipts - Medical imaging reports - Lab results #### How to Upload 1. Open the Quilia app 2. Tap "Documents" in the bottom menu 3. Tap the "+" button to add a document 4. Choose "Take Photo" or "Upload File" 5. Select the document type 6. Add a brief description 7. Tap Upload #### Photo Tips for Best Results - Use good lighting - Lay document flat on contrasting surface - Include the entire document in frame - Check that text is readable before uploading #### What Happens Next After you upload a document: - Your legal team receives a notification - They review and categorize the document - It becomes part of your case file - You can view it anytime in the Documents tab ### Wage Loss Tab https://www.quilia.com/support/clients/wage-loss-tab/ The **Wage Loss Tab** helps you and your attorney track and verify any income you lost because of your injuries. This makes sure your case shows the full financial impact of your accident and supports your attorney in pursuing fair compensation on your behalf. #### Missed Time Tracking Easily record any time you had to miss work due to your injuries. **Why it’s important** Keeping a detailed record of missed work helps calculate your total financial loss. This gives your attorney the evidence needed to show how your injuries affected your income. #### Doctor Verification Download a PDF form for your doctor to fill out, confirming that your time off work was medically necessary. Once completed, upload the form back into the app for your attorney to review. **Why it’s important** A signed statement from your doctor proves that your time away from work was justified and directly connected to your injuries. This makes your claim stronger and harder to dispute. #### Employer Verification Download a PDF form for your employer to complete, verifying both the time you missed and the wages you lost. Once finished, upload the form back into the app. **Why it’s important** An official record from your employer provides clear proof of your wage loss. This adds credibility to your case and ensures your claim is backed by reliable documentation. #### Why It Matters Accurate wage loss documentation is one of the most important parts of a personal injury claim. By including proof from both your doctor and your employer, you create a complete record that strengthens your case and increases your chances of receiving fair compensation. ⚡ **Tip:** Keep your entries up to date as soon as you miss work or receive a completed form. Staying current makes the process smoother for you and your attorney. ### What Happens After You File a Claim https://www.quilia.com/support/clients/what-happens-after-filing-claim/ After your attorney files your claim, several things happen behind the scenes. Here's what to expect. #### The Investigation Phase Your legal team will: - Gather evidence from the accident - Collect your medical records - Interview witnesses if needed - Document your damages #### Your Role During This Phase - Continue medical treatment - Log your symptoms in the app - Upload any new documents - Respond to requests promptly #### The Demand Stage When your treatment stabilizes, your attorney will: 1. Calculate your total damages 2. Prepare a demand package 3. Send it to the insurance company 4. Wait for their response (usually 30 days) #### Negotiation If the first offer is too low (it often is): - Your attorney will counter - Back-and-forth negotiation may occur - You'll be consulted on all offers #### Resolution Cases typically resolve through: - Settlement agreement - Or, if needed, filing a lawsuit #### Stay Informed Check the app for status updates. Your legal team will notify you of any major developments. ### What Happens If I Miss a Message https://www.quilia.com/support/clients/missing-messages-what-to-do/ Life gets busy and messages can slip through the cracks. Here's what to do if you missed a message from your legal team. #### Check Your Message History All messages are saved in the Quilia app. Open the app, go to Messages, and scroll through your history. #### If You Missed a Deadline Contact your legal team immediately by: 1. Sending a message in the app 2. Calling the office Most deadlines have some flexibility. The sooner you reach out, the more options we have. #### If You Need to Catch Up Read through recent messages and: - Complete any requested tasks - Upload any requested documents - Answer any pending questions - Let your attorney know you're caught up #### Preventing Missed Messages - Enable push notifications for the Quilia app - Check the app daily - Add message checking to your routine #### We Understand You're recovering from an injury while managing everyday life. If you fall behind on communication, just let us know. We're here to help, not judge. ### What Information is Safe to Share https://www.quilia.com/support/clients/what-information-safe-to-share/ While your case is ongoing, be careful about what you share with others. Here's what's safe and what to avoid. #### Safe to Discuss - That you were in an accident (basic fact) - That you have an attorney - General recovery progress with close family #### Avoid Discussing - Details of how the accident happened - Your injuries in detail - Settlement amounts or expectations - Anything your attorney told you - Opinions about fault #### Social Media Warning Insurance companies monitor social media. Avoid: - Posting about your accident - Posting photos of activities (even old photos) - Checking in at locations - Discussing your health - Accepting friend requests from strangers #### If Someone Asks If an insurance adjuster, investigator, or stranger asks about your case, say: "I'm represented by an attorney. Please contact them directly." #### At Work > You may need to tell your employer about your injury for accommodation purposes, but keep details minimal. You don't need to discuss fault, legal proceedings, or expected outcomes. #### With Doctors Always be completely honest with your medical providers. Medical conversations are confidential and essential for your treatment and case. #### When in Doubt If you're unsure whether to share something, ask your attorney first. It's better to be cautious. ### Why Consistent Treatment Matters for Your Case https://www.quilia.com/support/clients/why-consistent-treatment-matters/ #### Why does my attorney keep asking about my treatment? Insurance companies look for gaps in treatment as evidence that you weren't really injured. Consistent medical care shows your injuries are real and ongoing. #### What counts as a "gap" in treatment? Generally, going more than 2-3 weeks without seeing a healthcare provider can be viewed as a gap. This is especially problematic early in your case. #### What if I can't afford treatment? Talk to your legal team. There are often options: - Medical providers who work on liens - Payment plans - Letters of protection Don't stop treatment due to cost concerns without discussing with us first. Your legal team can also point you to providers who treat personal injury patients; the [Quilia Provider Directory](https://directory.quilia.com/directory) lists them by state and specialty. #### What if I'm feeling better? That's great news! However: - Continue treatment until your doctor releases you - Stopping early can hurt your case - A medical release documents your recovery #### What if I miss an appointment? Things happen. If you miss an appointment: - Reschedule as soon as possible - Document why you missed it - Let your legal team know #### How do I track my treatment? Use the Quilia app to: - Log all medical appointments - Upload bills and records - Track symptoms between visits ### Why Does My Attorney Ask So Many Questions https://www.quilia.com/support/clients/why-attorney-asks-questions/ If it feels like your attorney asks a lot of questions, there's a good reason. Every detail matters in building your case. #### Why Details Matter Personal injury cases are won with evidence. Your attorney needs complete information to: - Calculate the full value of your claim - Anticipate defense arguments - Prove liability and damages - Negotiate effectively with insurance companies #### Common Questions and Why We Ask ##### "Can you describe exactly what happened?" Precise details establish how the accident occurred and who was at fault. ##### "How has this affected your daily life?" We need to document all ways your injury impacts you - not just medical bills, but quality of life. ##### "Did you have any prior injuries?" Insurance companies will research your history. We need to know first so we can address it properly. ##### "Can you provide documentation?" Evidence is everything. Documents prove your claims beyond just your word. #### How to Help - Be honest and thorough - It's okay to say "I don't remember" - Provide documents as quickly as possible - Ask if you don't understand why something is needed #### Your Questions Matter Too Don't hesitate to ask us why we need information. Understanding the process helps you participate more effectively. ## AI & Developer Access Quilia runs an MCP (Model Context Protocol) server so firms can connect AI assistants directly to their case data. The assistant authenticates as the signed-in user and is scoped to that firm and role, so it only reads and writes data the user is already authorized to see. - [MCP for Law Firms](https://www.quilia.com/how-it-works/mcp/): Overview of Quilia's MCP surface, supported assistants, and the OAuth access model. - [Quilia MCP Server](https://mcp.quilia.dev): Connect Claude Desktop, Cursor, Claude Code, or any MCP-compatible assistant to your firm. One-click OAuth sign in, no API keys. Supports natural-language actions such as finding clients and staff, creating and managing cases, scheduling appointments, inviting clients, managing team members, and searching the knowledge base. - [Connect your AI assistant](https://www.quilia.com/support/firms/connect-ai-assistant/): Walkthrough for pointing Claude Desktop, Cursor, Claude Code, or any MCP-compatible AI assistant at your Quilia firm, including the one-click sign-in flow and how access is scoped to your role. ## Legal Glossary - [Legal Glossary](https://www.quilia.com/glossary/): Comprehensive legal glossary with 247 terms defined across 26 categories. Categories include: Personal Injury, Legal Procedure, Legal Fees, Legal Parties, Medical, Damages, Injuries, Insurance, Family Law, Criminal Law, Workers' Compensation, Bankruptcy, Immigration, Employment, Social Security, Estates, Animal Attack, Veterans, Motor Vehicle, Settlement, Liability, Premises Liability, Medical Malpractice, Nursing Home & Elder Abuse, Construction & Workplace, and Mass Torts. ## State Ethics Information - [State Ethics Hub](https://www.quilia.com/states/): Attorney advertising ethics rules, bar association information, and legal association details for all 50 US states. Includes city-level information, AAJ affiliate details, and annual conference information for each state. ## Key Facts - **Founded**: 2022 - **Legal Name**: Record System, Inc. - **Founder**: Kenny Eliason (CEO) - **Headquarters**: United States - **HIPAA Compliant**: Yes - **Languages Supported**: 25 (English, Spanish, Thai, Haitian Creole, Armenian, Khmer, Korean, Portuguese, Russian, Tagalog, Vietnamese, Chinese Simplified, Chinese Traditional, Arabic, Persian, Punjabi, Mongolian, Hmong, French, German, Polish, Hindi, Italian, Japanese, and Serbian) - **Case Types Supported**: 18+ - **CMS Integrations**: 9 native + 10+ via Zapier - **Platforms**: iOS, Android, Web (app.quilia.com), Attorney Portal (portal.quilia.com) - **Target Users**: Personal injury law firms, legal practices across multiple practice areas, medical providers - **Website**: https://www.quilia.com ## What Attorneys Say "Quilia helped our firm identify gaps in treatment that were causing us to leave money on the table. Now we know our clients are getting the treatment they need, and we get the data we need to build their case." — Dean Tingey, Tingey Injury Law Firm "Quilia makes it easy for clients to track medical appointments, upload bills, and log notes — all of which integrate directly into our system. It's a game-changer for keeping cases organized. For what we get, Quilia is pretty affordable. It makes the client experience what we'd expect if we were going through this ourselves." — Brian Riley, KRLG Injury Attorneys "Quilia has quickly become an essential part of our process. The proactive notifications save time, reduce confusion, and make our communication with clients smoother than ever." — Brandon Hewitt, Michigan Auto Law "Working with Quilia has been a game-changer. Onboarding was a breeze, and their team's outstanding responsiveness and meticulous attention to detail ensure that nothing falls through the cracks." — Monica, Bay Injury Law (Filevine user) "Quilia has streamlined our client communications and made the process much smoother. Instead of waiting for emails to be saved into the system, Quilia places items directly into our file. This saves our legal team time, keeps us organized, and allows us to focus on delivering great results." — Liz Lasslett, Kurtz Riley Law Group - [More Testimonials](https://www.quilia.com/testimonials/) ## What Clients Say "Last car accident I got into was a difficult process, texting and getting emailed paper files to send all the info to my attorney. Quilia makes it easy to keep my attorney updated and give them all the details about my accident." — Alex G., Client "This app makes communicating with attorneys and their offices so much simpler. I can upload information about my accident without ever leaving my couch. They thought of all the little details I didn't even realize were important to my case." — Dwight W., Client "My insurance company has apps to file claims, but this is the first app I've seen to help communicate with attorneys. Glad my attorney is embracing the digital age." — Theresa R., Client ## Legal - [Privacy Policy](https://www.quilia.com/policy/privacy-policy/) - [Terms of Service](https://www.quilia.com/policy/terms-of-service/)