E-training*: Prevail Enhanced Texting

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: E-Training*: Prevail Enhanced Texting

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.

1. 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.

2. 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.

3. Check the ‘Messages’ box to designate the number as the text messaging number.

4. 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.

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:

1. Making sure you are in the correct matter, Click ‘New’>SMS

2. Type your text message

3. Click Send

Option 2:

1. Go to the matter tab of the matter you would like to send the text message from

2. Click on the contact you would like to text from the Related Parties tree

3. Click on ‘Phone'

4. Select ‘Send SMS’ next to the number that you would like to text.

5. Type your text message

6. Click send

Viewing Text Messages:

When you receive a text from your client, you will receive a pop up indicating the message has come through.

You can view texts in two places:

Home Tab:

Double click on your message from the message list.

Click on the tab that says 'Text Message.'

You can also view texts by going to the correct matter.

History Tab

Navigate to the History Tab of the corresponding matter

Double click on the message to open the thread.

To Reply to Text Messages Sent by Your Clients:

1. Double click on the conversation to open using one of the viewing methods above.

2. Type your message.

3. Click ‘Reply.’

Note: If you receive a text message from a Contact who is attached to multiple matters, Prevail will automatically attach it to both matters associated with that number.

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