Using CaseChat for Real-Time Client Conversations

CaseChat is Quilia's real-time messaging feature that enables instant, conversational communication with your clients. Unlike traditional email or scheduled messages, CaseChat provides an experience similar to texting—fast, informal, and highly responsive.

What is CaseChat?

CaseChat is a real-time chat feature that appears in both the Portal (for attorneys and staff) and the mobile app (for clients). It's designed for quick questions, status updates, and time-sensitive communications.

Key features include:

• Instant message delivery - Messages appear immediately
• Read receipts - Know when clients have seen your messages
• Conversation history - All messages are saved and searchable
• Case context - Each chat is linked to the client's case

Accessing CaseChat

To access CaseChat, click the chat bubble icon in the left sidebar of the Portal. You'll see a list of all active conversations with your clients.

The CaseChat list shows:

• Client name and profile photo
• Preview of the last message
• Timestamp of the last activity
• Unread message indicators

Having a Conversation

Click on any conversation to open it. You'll see the full message history and a text input field at the bottom.

To send a message:

1. Type your message in the text field at the bottom
2. Press Enter or click the Send button
3. Your message will appear immediately in the conversation

When to Use CaseChat vs. Scheduled Messages

Understanding when to use each communication channel is key to effective client management:

Use CaseChat for:

• Quick questions ("Did you receive the documents?")
• Urgent updates ("Your appointment is confirmed for tomorrow")
• Back-and-forth discussions requiring immediate response
• Checking in during active treatment periods

Use Scheduled Messages for:

• Formal communications (case updates, settlement offers)
• Messages that need to be sent at a specific time
• Detailed information requiring a longer format
• Communications you want to compose now but send later

CaseChat Best Practices

Follow these guidelines for effective real-time communication:

1. Respond promptly - Clients expect faster responses in chat. Aim for same-day replies during business hours.
2. Keep messages concise - Chat is for quick exchanges. Save lengthy explanations for formal messages.
3. Maintain professionalism - While chat is informal, remember you're communicating as their legal representative.
4. Set expectations - Let clients know your typical response times so they know what to expect.
5. Document important details - If critical information is shared in chat, follow up with a formal message or case note.

Notifications

When clients send you CaseChat messages, you'll receive notifications in the Portal. Make sure to check the chat icon regularly for new messages, indicated by a badge showing the number of unread conversations.

Next Steps

Now that you understand CaseChat, combine it with scheduled messages and automated welcome messages to create a comprehensive client communication strategy that keeps your clients informed and engaged throughout their case.