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:

Getting started with QuiliaDownloading the app and logging in for the first time.Download PDFSigning in on the webUsing Quilia from a browser, no app required.Download PDF

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.

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. Open the client's case and click Send Client Invitation in the sidebar. You can also click the invite icon next to the client's name on the Cases page.
2. Under Send via, check Text message, Email, or both, and confirm the number and email address are right.
3. Click Send Client Invitation.
4. Tell the client to open the text or email as soon as it arrives.

ℚ, Quilia's digital case assistant, sends the invite in the client's language. If the client hasn't joined, ℚ follows up by text three times over the next few days, so you don't have to chase them. Once a client has been invited, the button reads Resend Client Invitation.

Inviting from your case management system

Depending on your case management system, you may not need to open Quilia at all:

• An Invite to Quilia button in your CMS. Filevine, Salesforce and Litify can carry a button that sends the invite from the case. See adding the button to Filevine or to Salesforce or Litify.
• Automatically, when the case is opened. Turn on Invite on import under Settings → Integrations → Manage → Client Access, and the invite goes out as soon as a new case comes over from your CMS. See automatic case import and client invitations.

Either way, the invite arrives just the same, so you can still walk the client through it during intake.

What the client sees after the invite

1. The client receives the invite from ℚ with a link, by text message, by email, or both. The email leads with your firm’s logo and name and has two buttons: Get the app and Access on the web. The client can also reply to the email, and ℚ saves the reply to their case.

2. When they tap the link, it opens the Download Quilia page.
3. That page has buttons for the App Store, Google Play and the Web App, and a short video that walks them through getting set up.
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.

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.

Before they leave: one picture

Once the client is signed in, have them do one thing in the app while you're still together. On the Files tab, they tap the camera button and take a picture of a document they brought, such as a police report, a bill or a letter. They don't have to say what it is; Quilia reads it and saves it to the case.

Clients who have done it once, with you, know exactly what to do with the next thing they get.

What success looks like

The client has downloaded the app, signed in with the phone number or email you have on file, and sent their first picture before the meeting or call ends.

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.
• Have them take one picture in the app 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
• Client takes one picture in the app