What is two-way Communication?
Two-way communication allows you to send and receive messages directly within the system, making client interactions smoother and more efficient.
Access the communication centre
Go to Client Tools.
Use Find Case to locate the client’s case.
Click to open the case file.
If enabled for your project, you will see a Communication Centre tab at the top click it to access messaging features.
Send a message
Inside the Communication Centre, you can:
Send Templates: Choose from pre-set messages created by your project.
Start a New Conversation: Click New Email Alert to write a custom message.
A unique link is automatically added to the email, allowing the client to reply directly. Their response will be pushed back into their case file this applies to both template and custom messages.
Write your message in the text field.
Click Send.
Client response
The client receives your email with the bespoke link.
When they reply, their message is automatically added to their case file.
New replies are highlighted in red in the Communication Centre to show they’re unacknowledged.
Manage outstanding replies
Use the filter in the Find Case screen to locate cases with unacknowledged messages.
Once you’ve reviewed the reply, tick the Acknowledged checkbox to clear the alert.