Quilia uses a client's mobile number as their sign-in, so each number can belong to only one client. When a new client comes in with a number another client already has, the new client is added to the case but can't sign in yet, and your team gets an email: Two clients share a mobile number.
Most of the time the number simply belongs to the new client now. The earlier client changed numbers, or their case closed long ago and the number reaches someone else. Moving it takes one click.
Move the number
- In the email, click Move the number to the new client.
- Quilia opens the new client's case with Transfer phone number ready. Check that the number is moving from the right client to the right client, leave Send their invitation checked, and click Transfer to the new client.
That's it. The number is the new client's sign-in, they get a text inviting them to the Quilia app, and the client drops off your Failed Imports list.
If you have the earlier client's current number, enter it in New phone for them before you transfer, so they can keep signing in. You don't need to change anything in your case management system: Quilia keeps the number with the client you moved it to.
No email handy? On the new client's case, click Edit under Client details and enter the number in Phone. Saving opens the same Transfer phone number dialog.
When it isn't the new client's number
- The new client's record has the wrong number. Correct it in your case management system. Quilia picks it up on the next sync, and there is nothing to do in Quilia.
- They really do share a phone, like a parent and a teenager. Only one of them can sign in with it. The other stays on the case without a sign-in of their own.
What changes, and what doesn't
- Each client keeps their own account. Moving the number only changes who can sign in with it.
- The new client sees only their own case. The earlier client's case, messages and documents stay with the earlier client.
- The earlier client can't sign in with that number anymore. If they still need access, add their new number under their Client details.
For more on invitations, see Inviting Clients to Download the Quilia App.