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.
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.
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 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.
- Have the client open the invitation from their text message or email.
- They can download the mobile app or use Quilia on the web.
- They must sign in with the same phone number or email address that received the invitation.
- Quilia sends a verification code; there is no password to create.
- Confirm the client reaches their Quilia home screen.
For detailed troubleshooting and printable client handouts, use 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.