Prevail User Knowledge Base

E-Training: Client Portal - Client Information Change

Owned by mike.doane
Last updated: Sept 11, 2023
2 min read

This article covers how your clients/prospects can update their contact information in the Client Portal, and how those changes will be communicated to you in Prevail.

Client-Facing Instructions

Instructions for Clients/Prospects Updating Their Contact Information on the Client Portal

  1. After logging in to the Client Portal, the client/prospect clicks ‘Update Contact Info'. A page will display, showing the client’s/prospect’s current contact information from Prevail.

  2. For any info (address, phone number, email address, etc.) that the client/prospect needs to change, s/he must enter it in the “New” field to the right of the “Current” field that contains the current info from Prevail.

  3. After entering any changes, click ‘Save Updates’ at the bottom of the page.

Firm Instructions for Contact Info Changes Requests from a Client/Prospect

  1. When a contact change is submitted, the Case Manager for that matter will receive a message in Prevail listing the requested change. Three buttons will display at the bottom of the message window:

    1. Accept Change: Prevail will automatically update the contact details for the individual. A corresponding History entry will be made indicating the old and new contact information.

    2. Undo Change: If you click this button, the changes made to the client's Contact entry are rejected. A corresponding History entry will be made noting that the change was submitted but rejected.
      An email is sent to the client to notify them that the change was rejected.

    3. ‘Cancel’. If you click this button, the Message will close. The requested change remains in the client’s/prospect’s Contact entry, but you can return to the Message at any time (in your Message List on the Home tab in Prevail) to Accept or Undo the change.

Important: The contact information will not be updated in the matter until the case manager for the matter accepts those changes.

 

Messaging in Client Portal, Document Exchange in Client Portal, Client Portal Matter Status, Client Portal Setup and Use