Client messaging and communication log
How structured messaging replaces email while preserving every communication for the file record.
Every message exchanged with a client — through the portal, over SMS, or via structured email — is logged against the case. There is no personal-inbox loss, no forwarded chains, no missing history.
Channels
Messages can be sent through three channels: the client portal (default), SMS (for time-sensitive nudges), and structured email (for clients who prefer email or need to attach documents from mobile). Regardless of channel, the message and any attachments land on the case.
Templates
Common messages — document requests, appointment reminders, status updates — are sent from templates. Templates support variables (client name, case reference, missing documents) and are localised in every supported language.
Response tracking
Every outbound message is tracked for delivery and read status. Messages that go unanswered past a configurable threshold escalate to the assigned team member.