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
- Go to Settings → Features.
- Turn Ask a Question on or off.
- 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:
- The team members on the client's case.
- If there is no one else on the case to send it to, your firm's contact email.
- 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.
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.