How to Create and Send Automated Phase Messages in Quilia

Quilia allows firms to write automated client messages that are sent when a case moves to a new phase. Once set up, these messages keep your clients informed without your team needing to manually check in.

Step 1: Tips for Writing Great Phase Messages

Each message should clearly explain where the case stands and what the client should expect. Here are a few best practices:

• Set expectations Example: “This phase typically lasts 2–4 weeks.”
• Give next steps Example: “Please upload any new documents in the Quilia app.”
• Use simple, friendly language Avoid legal jargon—write like you’re texting a client.
• Mention helpful Quilia features Encourage them to upload documents, message the firm, or track progress in the app.

What to put in each phase message

Every phase has its own guide with sample copy, what to cover, what to leave out, and the client worries that message needs to answer. Start there rather than from a blank box.

• Onboarding — who is handling the case, what happens first, and why you promise no dates yet
• Treatment — why every appointment matters, and what to ask the client to log
• Demand — what a demand is, why records take weeks, and the losses only the client can tell you
• Litigation — filing is routine, most cases still settle, and nobody is testifying next week
• Settlement — an offer is not a settlement, and the total is not the take-home
• Case Closure — thank them, tell them what to keep, leave the door open

Quilia filmed a short explainer for each phase, in English and Spanish, free for any firm to use. They are in the composer's video library, and each guide above has the video embedded so you can watch it before you send it.

To embed one in a message, paste its YouTube link on a line by itself with nothing else on that line. A link inside a sentence stays an ordinary link and will not play. Match the video's language to the language of the message it sits in.

Your own videos work the same way. Any YouTube link embeds; Vimeo, Loom and Wistia links do not, and reach the client as a dead frame.

For tone across all of them, see Writing Messages Clients Actually Understand.

Step 2: Enabling Phase Messages in the Quilia Portal

Once your phases are set up, you can add messages for each one.

To enable phase messages:

1. Go to the Quilia Portal

2. Click the Profile icon in the bottom-left corner

3. Select Settings → Features

4. Toggle ON Phase Messages

5. Click Save Settings

6. Click the Profile icon in the bottom-left corner again

7. Click on the new Phase Messages button

From there:

1. Click New Template

2. Select the case type, phase, and language

3. Click Create Template

4. Write your message or use the AI generator to draft one by clicking Generate Message

5. Optionally add files, YouTube videos, or images

6. Click Save

7. Hit the Toggle to turn on the phase message

Sample Messages by Case Type

Here are some examples you can tweak for your firm:

Personal Injury – "Demand" Phase

“We’re preparing to send a demand for compensation. This process can take some time, but we’ll keep you updated on any responses.”

Workers' Compensation – "MMI" Phase

“Your doctor has determined you’ve reached Maximum Medical Improvement (MMI). We will review your disability rating and next steps.”

Automations: the newer way to do this

Phase messages fire on one thing, a case phase changing. Automations do the same job with more to work with: five different dates to count from, an offset in days, weeks, months or years, an audience you describe rather than a case type list, and actions beyond sending a message.

Phase messages keep working and nothing changes on their own. If you want to move a firm across, start with the automations guide.