Case import and client invitations are separate. A case can exist in Quilia before its client is invited, and the right timing depends on how your firm handles intake.
How cases enter Quilia
Connected case management systems bring new cases into Quilia in one of two ways:
- Webhooks: The CMS tells Quilia about a new case soon after it is created.
- Scheduled checks: Quilia checks the CMS periodically for new cases.
The method depends on the CMS. Existing cases can be added at any time with Import Existing Case at the top of Quilia.
For an automatic import to succeed, the CMS case type must be mapped to a Quilia case type and the primary client needs usable contact information.
Choose when clients are invited
Open Settings → Integrations, select Manage next to your CMS, and open Client Access. Choose the primary moment when clients should enter Quilia:
Invite on import
Send the first invitation as soon as the case enters Quilia. This is the fastest option for firms that introduce the app during intake.
Invite on work activity
Wait until Quilia detects active work on the case. This is useful when cases may be created before the firm is ready to involve the client.
Invite at selected phases
Send an invitation when the case reaches one of the phases you choose. This can be the client's first invitation. If the client was invited earlier but never activated, a later selected phase may send another reminder.
These options control invitation timing; they do not determine whether the case itself imports.
Close client access
Closing access prevents the client from using the app for that case. Quilia closes client access automatically when the CMS reports a case is closed. You can also choose specific case phases that close client access. This setting is located in the Client Access section of your CMS integration.
Bring in existing clients
You can bring your current caseload into Quilia all at once. Also in the Client Access settings, you can import every open case currently in chosen phases, and decide whether to invite those clients when they are imported.
Importing an existing case
When a staff member uses Import Existing Case, the import dialog can offer a choice to invite the client with that import. If the client is not invited then, Quilia continues to follow the Client Access trigger configured for the integration.
Recommended setup
- Choose Invite on import when every new client should receive access immediately.
- Choose Invite on work activity when intake needs a short review period first.
- Choose Invite at selected phases when a CMS stage or phase is your firm's reliable handoff point.
Use one clear primary trigger. A complicated mix of manual and automatic steps makes it harder for staff to know whether the client has already been invited.
Frequently asked questions
Does automatic import always invite the client?
No. Importing creates or updates the case in Quilia. Invitation timing follows the Client Access setting or the explicit choice made during a manual import.
Can a selected phase send a reminder?
Yes. If the client was invited but never activated, reaching a selected phase may send another invitation reminder.
Can I invite a client manually?
Yes. Open the Quilia case and send the invitation when your team is ready.
Why did a new case not import?
Confirm the integration is connected, its new-case subscription is enabled when available, the CMS case type is mapped, and the primary client has a valid mobile number. For integrations that use scheduled checks, allow the next sync cycle or use Import Existing Case.