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
- Select Import Existing Case at the top of Quilia.
- Enter the Neos case number and select Search.
- Confirm that the correct client and case appear.
- Review the phone number, case type, and assigned staff.
- Choose whether to send the client invitation with this import.
- 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.