Adding frequently asked questions (FAQs) to your Quilia portal helps ensure your clients have quick access to essential information about your firm. These FAQs will be visible in the client app under the help modal in the organization’s information tab (top left corner).
How to Add FAQs
Log in to Quilia
- Go to Quilia Portal and sign in with your admin account.
Navigate to Organization Features
- Click on the settings menu.
- Select Features from the top menu.
- Toggle on Frequently Asked Questions.
Navigate to Organization Settings
- Select Organization from the top menu.
- Scroll down to the Frequently Asked Questions (FAQs) section.
Add New FAQs
- Option A: Auto-generate starter FAQs
- In Organization → Frequently Asked Questions, click 🪄 Generate on the Organization FAQs card.
- Quilia will suggest common client questions with draft answers.
- Review each suggestion, edit for your firm’s policies and tone, then click Save FAQ.
- Keep these general. Phase-specific items belong in Phase Messages.
- Double-check phone numbers, office hours, and any legal disclaimers.
- Option B: Write your own
- Enter a question in the field.
- Provide a clear, concise answer.
- Click Save FAQ.
Review and Edit FAQs
- To edit an existing FAQ, type into the fields and they will auto-save.
- To remove an FAQ, click the delete icon.
Where FAQs Appear in the Client App
FAQs entered in this section will be displayed in the client app’s help modal under the organization information tab (top left corner).
Phase-related FAQs (if entered under Phase Messages in the settings) will also be included in this section.
What Kind of FAQs Should Be Added?
- General FAQs that apply to all clients (e.g., "How can I check the status of my case?")
- Firm-specific policies and procedures (e.g., "What should I do if I need to reschedule an appointment?")
- Payment-related inquiries (if applicable)
Note: FAQs should not be phase-specific. Any phase-related FAQs should be added under Phase Messages, which will also automatically appear in the help modal.
By keeping FAQs up to date, you provide clients with self-service support, reducing the need for repeated questions and improving their overall experience with your firm.
Example FAQs
1. How quickly do you respond to my messages?
Answer: We aim to respond within 24 hours during business days. Major updates will be sent as messages through the Quilia app, so check there for important case progress.
2. How much is my case worth?
Answer: The value of your case depends on medical expenses, lost wages, pain and suffering, and other factors. We’ll assess everything as your case progresses and keep you informed.
3. How long will my case take?
Answer: Some cases settle in a few months, while others take longer, especially if a lawsuit is filed. We’ll keep you updated at key points in the process.
4. Will I have to go to court?
Answer: Most cases settle without going to court, but if it does go to trial, we’ll guide you through the process and ensure you're prepared.
5. How do I upload documents or add information to my case?
Answer: You can securely upload documents and case-related information through the Quilia app. If we need anything specific from you, we’ll send a request.
6. How do medical bills get paid while my case is pending?
Answer: If you have health insurance, it may cover initial expenses. We can also work with medical providers who accept payment through a medical lien, meaning they get paid after your case settles.
7. What should I do if the insurance company contacts me?
Answer: Do not speak with the insurance company without checking with us first. If you receive any paperwork, you can upload it through the Quilia app, and we’ll handle it from there.
8. How will I get paid if we win?
Answer: Once your case settles, the insurance company typically issues a check within a few weeks. After attorney fees and medical bills are paid, you’ll receive your portion.
9. What happens if I can’t work due to my injuries?
Answer: We can help you recover lost wages as part of your claim. If your injuries prevent you from working long-term, we’ll also seek compensation for future lost earnings.
10. Can I still file a claim if I was partially at fault for the accident?
Answer: Yes! Many states follow comparative negligence laws, meaning you can still recover compensation, but it may be reduced based on your percentage of fault.