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.
- Open portal.quilia.com/settings/profile.
- In the Profile section, enter the number you text from in the Phone field.
- 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
- 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.
- 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.