Client Communication
61 articles
Build stronger attorney-client relationships through effective communication. Learn strategies for keeping clients informed, engaged, and satisfied.
Ride Requests: Letting Clients Ask Your Firm for a Ride
Clients without a car can ask your firm for a ride to an appointment from the Quilia app. Turn it on by case type or for one client, and see what your case team receives.
Ask a Question
What the Ask a Question switch does, what your clients see in the Quilia app, and who at your firm gets their question.
Connecting a Calendly Calendar
Connect your firm calendar so clients can book appointments without leaving the Quilia app.
Importing Minors and Their Parents
Give each child in a case their own case in Quilia, with a parent on the case who has access and receives the invitations.
Setting up an Organization Alert
Learn how to set up an organization-wide alert banner to notify all clients about office closures, holiday hours, or other firm-wide announcements.
See What Your Clients See
Learn how to use the sample client to preview the Quilia mobile app experience safely.
Read a Client's Conversation with ℚ
Open any case to read everything a client has said to ℚ, in the app or by text, and see exactly what ℚ recorded on the case.
Capture Group Texts in CaseChat
Add the Quilia number to a text thread with a client and every message and photo lands in the case's CaseChat, with no change to how your team texts.
Adding and Managing Delegates on a Client's Case
Give a client's spouse, power of attorney, guardian, executor, or successor trustee their own access to the case from the Quilia Portal, choose View only or Collaborator, hold someone back until you activate them, and review delegates your clients add themselves.
Enabling Document Sharing With Clients
Enable document sharing for your case-management integration so files your team adds to the Quilia folder appear in the right client's Quilia app.
Example Phase Messages You Can Copy
A complete set of phase messages for a personal injury case, written to follow Quilia's messaging guidance. Copy them, swap in your phone number, and edit to sound like your firm.
What to Say in a Case Closure Phase Message
Make this one a thank-you rather than a status update, with sample copy, what to leave out, and the explainer video to embed.
What to Say in a Demand Phase Message
What to cover in the message that fires when a case enters the demand phase, with sample copy, what to leave out, and the explainer video to embed.
What to Say in a Litigation Phase Message
What to cover in the message that fires when a case is filed, with sample copy, what to leave out, and the explainer video to embed.
What to Say in an Onboarding Phase Message
What to cover in the message that fires when a case opens, with sample copy, what to leave out, and the explainer video to embed.
What to Say in a Settlement Phase Message
What to cover in the message that fires when a case enters settlement, with sample copy, what to leave out, and the explainer video to embed.
What to Say in a Treatment Phase Message
What to cover in the message that fires when a case enters treatment, with sample copy, what to leave out, and the explainer video to embed.
Writing Messages Clients Actually Understand
Aim for a seventh-grade reading level, swap the legal words for plain ones, and write asks your client can act on.
Building Automations
An automation is a rule you build once and leave running. Learn how to set the audience it reaches, the trigger that fires it, the actions it performs, and the channels it arrives on.
Add an "Invite to Quilia" button in Salesforce or Litify
Add a one-click "Invite to Quilia" button to your case or matter page layout in Salesforce or Litify. Staff click it, Quilia imports the case if needed and texts the client an invite — even with auto-invite off.
TBI and Concussion Client Communication
Special considerations for communicating with clients who have traumatic brain injuries or concussions.
Sending Bulk Updates to Multiple Clients
Learn how to efficiently send updates to groups of clients based on case status or type.
Creating Effective Case Status Update Templates
Build templates for common case milestones to maintain consistent client communication.
Sharing Treatment Updates with Your Attorney
How to keep your legal team informed about ongoing medical treatment and progress.
Handling Client Complaints Professionally
Turn client complaints into opportunities to strengthen the relationship and improve service.
Communicating with TBI Clients and Families
Sensitive communication strategies for traumatic brain injury cases involving clients and their caregivers.
Communicating with Back Injury Clients
Guide clients with back injuries through treatment and documentation for maximum recovery.
Communicating with Whiplash Clients
Specific communication strategies for clients with whiplash and soft tissue injuries.
Weekly Check-In Message Templates
Copy-ready templates for consistent weekly client communication throughout the case lifecycle.
Explaining the Demand Letter Process
Help clients understand what a demand letter is and what to expect after it's sent.
Asking Clients About Witness Information
Gather witness details from clients effectively to strengthen their personal injury case.
How to Give Someone You Trust Access to Your Case
Add a spouse, parent, power of attorney, or anyone you trust as a delegate on your case in the Quilia app, choose whether they can only view or can also help, and remove them at any time.
Communicating with Clients About Liens
Explain medical liens and how they affect settlement in terms clients can understand.
What to Tell Clients About Property Damage
Guide clients through the property damage claim process while focusing on their injury case.
Handling Difficult Client Conversations
Navigate challenging communications like bad news, unrealistic expectations, and client frustration.
Building Client Trust Through Communication
Communication strategies that build lasting trust and generate referrals.
Should I Talk to the Other Insurance Company
Learn why you should direct all insurance communication through your attorney.
How Long Will My Case Take
Understand the typical timeline for personal injury cases and what factors affect duration.
Explaining Medical Bills to Clients
Help clients understand their medical bills and how they affect their settlement.
What to Share During Negotiations
Keep clients informed and confident during the back-and-forth of settlement negotiations.
What to Share Pre-Demand Letter
Prepare clients for the demand phase with clear communication about what comes next.
What to Share During Active Treatment
Keep clients engaged and documenting during the critical treatment phase of their case.
What to Share During Case Intake
Essential communications for the first 48 hours after signing a new personal injury client.
Celebrating Case Milestones with Clients
Acknowledge progress to keep clients engaged and positive throughout their case journey.
Onboarding New Clients with Quilia
Follow a repeatable client onboarding workflow from case import and invitation through the client's first successful action in Quilia.
Following Up on Unanswered Messages
Get responses from unresponsive clients without damaging the relationship.
Communicating Delays to Clients
Handle case delays professionally while maintaining client trust and managing expectations.
Why Does My Attorney Ask So Many Questions
Understand why your legal team needs detailed information and how it helps your case.
How to Message Your Attorney
Send secure messages to your legal team through the Quilia app and get faster responses.
How Often Should You Contact Clients
Find the right balance between keeping clients informed and overwhelming them with messages.
Explaining Settlement Offers to Clients
Communicate settlement offers clearly and help clients make informed decisions about their case.
Sending Case Status Updates to Clients
Keep clients informed about their case progress with clear, professional status updates.
Encouraging Clients to Document Pain Levels
Help clients understand why daily pain tracking matters and how to do it effectively in the Quilia app.
Asking Clients for Treatment Updates
Learn effective ways to request treatment updates from your personal injury clients without being intrusive.
Using CaseChat for Real-Time Client Conversations
Master CaseChat, Quilia's real-time messaging feature that lets you have instant conversations with clients about their cases. Learn best practices for responsive, efficient communication.
Setting Up Automated Welcome Messages
Every firm already has a Welcome message automation. Here is where to find it, what to put in it, and how to switch it on.
Composing and Scheduling Messages to Clients
Learn how to compose personalized messages to your clients and schedule them for optimal delivery times. Master the art of proactive client communication.
CasePacer Integration Setup
Connect CasePacer to Quilia, configure your firm abbreviation and staff mappings, link cases using the case email, and understand what syncs.
Understanding Automatic Case Import and Client Invitations
Understand how cases enter Quilia and choose whether clients are invited on import, after work begins, or at selected case phases.
Adding and Inviting Clients from Filevine
Bring Filevine projects into Quilia and choose whether clients are invited on import, after work begins, at selected phases, or manually.
Uber Rides for Clients
Learn how to connect Uber to Quilia, enable client ride requests, and set limits on estimated fares.
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