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This How-to covers client text messaging in Prevail

Prevail allows you to easily send text messages to contacts who prefer that method of communication.

*Note: You must use 32-bit Microsoft Outlook to send and receive emails in order to use the text messaging feature in Prevail. Also, you must have Outlook open in order for Prevail to send and receive texts. The text messaging feature will not work with emails associated with iCloud, due to the nature of the Apple iCloud service.

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Client communication made easy with Prevail Enhanced Texting! Working with a communication platform called Twilio, we have streamlined the Prevail texting process making it easier than ever to connect to your clients.

If you do not have this feature and are interested in learning more, please contact us at 407.228.4400 option 2. Please note that you must be on version 10 of Prevail for this feature to work.

Video Link:Text Messaging Function in Prevail

Instructions

Set-Up process

Once you receive a message from us indicating your Twilio number has been set up, you are ready to begin texting clients.

Note: You are assigned a number by Twilio when they receive your information. This number will be separate from your office phone, and can only be used for texting.

Access the person’s contact information by searching for and opening their entry window in Contacts OR clicking on the appropriate contact from the Related Parties Tree on the matter tab.
Double-click on the existing phone number that you want to receive text messages.
1. To add a new phone number, Click ‘Add’.
2. Choose the Type and enter the number in the ‘Phone’ field.
Check the ‘Messages’ box to designate the number as the text messaging number.
Click ‘Save’ at the top of the Contacts window/ Communication Entry window.
1. If in the Matter tab, Click ‘Save’ again in the top right of the Matter tab.
Click ‘Add’ on the left side of the window.
Note: After you Click ‘Save’ Prevail will automatically send a text message to the contact requesting permission to communicate with them via text messaging. While the request is pending, a question mark will display next to the contact’s phone number.
When the contact accepts your request, you will receive a message in Prevail and the question mark next to the contact’s phone number will change to a green check mark.
1. If the Contact does not accept your request, a red X will display next to their phone number.

If you do not receive a response to your request, you may Click the ‘Resend Request’ button to resend the initial text to the contact at any time

Note: For our clients familiar with previous versions, there is no longer a permission text sent out to the client. We recommend getting permission to text during the intake process.

To Send Text Messages to Your Clients:

Option 1:

Making sure you are in the correct matter, Click ‘New’>SMS
Type your text message
Click Send

Option 2:

Go to the matter tab of the matter you would like to send the text message from
Click on the contact you would like to text from the Related Parties tree
Click on ‘Phone'
Select ‘Send SMS’ next to the number that you would like to text.
Type your text message
Click send

To Reply to Text Messages Sent by Your Clients:

Go to your message list or the History tab for the matter associated with that text.
Double click on the conversation to open.
Type your message.
Click ‘Reply.’

Note: If you receive a text message from a Contact who is attached to multiple matters, Prevail will display a list for you to choose which matter for the text message to be associated with.