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SMS - Sending Messages From an Individual Case

Sending an SMS Message from a Case

A site administrator creates an Actions menu link on cases to display the SMS form.  The client's mobile number, if any, is the default phone number.

Site administrators often configure this form to require an "SMS Consent" field to be answered before you can send a text. The form should provide instructions on what, if anything, you need to do before sending a text.

You can choose to send the message immediately or schedule it for later.  

Sending an SMS message will create a Case Note and an entry in the Case Log (your site may not display the Case Log on cases), and will return information about delivery status. 

You can't send or receive images or documents.

Schedule an SMS Message for Later

Picking 'Schedule for Later' will prompt the user for a date and time at which to send the SMS.  Click Schedule SMS once the date and time are entered.

Cancel a Scheduled SMS Message 

If the site administrator has enabled the SMS Section Front for regular users, clicking SMS in the blue navigation stripe will show you the SMS log for your agency.  Find the Queued message on the Scheduled and Queue tab and click Cancel to cancel the message.

Replies to Text Messages

Replies to texts will only show up in the same case if the one of the case's phone numbers match the number the reply was sent from. For example, if the client's phone number on a case is 555-555-1111 and you send a message to 555-555-9999, the sent message will create a case note, but a reply from 555-555-9999 will not.

Texts cannot be tied to a specific case. Replies will create a case note on any case that has a phone number matching the number the reply was sent from.

SMS Log for an Individual Case

On the Actions->SMS auxiliary form, your administrator can enable the sent/received log, which will show all sent and received text messages.  Note that because cell phones may be used by a client with more than one case, and the SMS standard doesn't support threading, received SMS messages may appear in more than one case.

Note: The SMS logs are showing outbound messages in lowercase and with punctuation stripped out. This is a display issue; recipients receive the message with casing and punctuation intact. (Ref: 79212)

SMS Reminders for Tasks and Calendar Events

The SMS feature also provides options for getting reminders for tasks and calendar events by text message:

Reminders to Attendees (users) are sent to the Mobile Phone number on each user's profile.

Optional: SMS Alerts on the LegalServer Home Page

Administrators can configure the Homepage Alert block to include alerts about SMS messages received on the logged in user's cases.

By default, alerts only appear on a user's home page if they are the Primary Assignment on a case. Administrators can change this on the Admin > SMS page to "All Assignments", with the likely increase in the number of people seeing alerts.

NB: Alerts are shown regardless of matter/case disposition for current assignments (no End Date, or an End Date in the future). This means that rejected prescreens and rejected incomplete intakes will not produce an alert because there is no assignment on prescreens and the intake assignment on an incomplete intake is ended by the reject process.