We’re excited to announce significant enhancements to our text and email functionality with the Case Management System. This release introduces three new features: two-way communication and message templates are designed to streamline communication and improve efficiency for your projects, whilst our new high contrast mode gives a greater accessibility for users by transforming text and background colours.
Additionally, we’ve relocated the communication centre to a new tab within the Manage Client Case screen. Once you enable these new features, notification alerts options no longer appear at the bottom of the case info screen for your clients. Instead, they’ll be accessible within the new Communication Centre tab. This tab allows you to send out email and SMS notifications and automatically updates the client's case notes to confirm that an alert has been sent, thereby preventing duplication of work for users.
Message templates
Projects can now set up message templates for communication with clients via SMS or email through Hub Management. Users with Hub Management access can create and manage these templates.
You can create custom templates for use when a case is created or for general communications. This feature eliminates the need to manually compose each individual SMS or email. Instead, you can select from a drop-down list of templates that auto-populates their messages.
By using message templates, you project can save significant time and ensure consistent communication with clients.
For more information, check out our handy setup guide.
Two-way communication
Projects can now enable clients to respond to various types of messages directly within the system, including:
Case emails and SMS messages: Clients can respond when a general email or SMS is sent via their case.
Referral emails and SMS messages: Clients can respond to referral emails to SMS sent during the referral process.
Note: You’ll need Automatic Referral SMS/Emails set up via Hub Management.Custom message templates: Clients can respond to template emails or SMS sent via their case.
Note: You’ll need Message Templates set up via Hub Management.
When an email or SMS is sent from the platform, a bespoke link is automatically included in the message. Clients can click this link to response, and their replies are automatically fed back into their case.
This feature removes the need to provide external contact numbers or email addresses for client responses. Additionally, there’s no need to manually upload replies into the platform, as these add automatically to the client’s case.
If you have any outstanding replies from clients, we’ve added a new filter called New Email/SMS Replies to the Find Case screen. This filter allows you to easily access cases where the client has responded, ensuring you never miss an important communication.
For more information, check out our two-way communication guide.
How can this benefit your projects?
Time savings – Both message templates and two-way communication drastically reduce the time spent on manual communication tasks, allowing your team to focus on more critical activities.
Consistency – Message templates ensure that communication remains consistent across different cases and clients.
Improved client engagement – Two-way communication makes it easier for client to interact with your project, fostering better engagement and quicker response times.
Streamlined processes – The automation and integration of these features streamline your workflows, reducing the administrative burden on your team.
We believe these enhancements will significantly benefit your projects by improving communication efficiency, ensuring consistency, and enhancing client engagement. We look forward to your feedback and continued success with our case management system.
High contrast mode
This innovative accessibility feature enhances readability and visibility for users with visual impairments. When you enable high contrast mode, you digital experience transforms as text and background colours shift to high-contrast combinations, such as striking white text on a black background. This sharp distinction between elements ensures that users with low vision or colour blindness can easily perceive and navigate content.
You can activate high contrast mode in three easy steps.
Under your profile, click the three dots.
Click My Settings. You'll automatically go to the Preferences tab.
Select the High Contrast Mode checkbox, then click Save Changes.
Now that you've enabled high contrast mode, you'll be able to see the difference.
Example without high contrast mode
Example with high contrast mode
