Understand what your clients see

Your clients use your firm's portal, the LobbyLobby The home screen of the portal, showing your cases, announcements, inquiries and the firm's office locations., under your firm's name and logo. This is the path a client takes, from the welcome email to the messages that follow, and the few places they still see CaseActive.

How it works

The welcome email. When you add a client to a case with Email user about case assignment ticked, they get an email such as "Welcome to Demo Injury Law Client Portal", sent in your firm's name, with your logo. With only a phone number, they get a text instead. Its linkInvitation link The link in the email you get when you're added to a case; it opens the portal and sends you a sign-in code. opens their case and sends them a sign-in codeSign-in code A 6-digit code sent to your email or phone each time you sign in, so no password is needed; it expires after 10 minutes.. See Invite a client to their case.

Signing in. There's no password: each time, a 6-digit code comes by email or text. Asked for on your portal's sign-in page or through an invitation link, the code's email and text come in your firm's name, with your logo, as "<your firm> One-Time Pin". The sign-in pages themselves carry CaseActive's name, not yours. After the first visit, signing in takes them straight to your portal.

Their first screens. The first time, a banner asks them to confirm their name, language and time zone. While they owe onboarding formsIntake form A form new people must complete before using the portal, such as contact details or consent; clients see it as an onboarding form., every page shows "You still have onboarding forms to complete. Click here to fill them in." at the top. A new hub asks everyone for two: E-Sign Consent and User Intake Form. See Require clients to complete intake forms.

The portal. The Lobby lists their cases, your announcements, their inquiries and your offices. A case shows Feed, Events, Forms, E-signs, Invoices, Tasks, Convo and Info, as your firm has set them up. By default, clients never see Notes. Your Team lists the people on the case, and To DoTo Do The list on a case of things waiting for you, such as forms to fill in, documents to sign or events to confirm. what they still owe you. They send you questions through Inquiries; they don't see the Support Center.

Emails and texts. Each comes from your firm's name, with your logo: new updates and comments, requests for forms, e-signs, tasks, invoices and events, reminders, signed copies, receipts and replies to their inquiries. A client with only a phone number gets a text instead. A client who replies to an update email adds a comment to it. Announcements send nothing.

Their language. The portal's buttons and labels follow the language on the client's profile. Your updates and comments are machine-translated into it, with Show original beneath. Emails about them carry the translation, with the original below.

Where clients still see CaseActive:

• the sign-in pages
• the codes sent when they change their email address or phone number
• their profile page and their list of hubs
• "CaseActive Convo", as the place of a video call in events and their invitations
• CaseActive's logo, in your portal and emails, until your firm uploads its own; see Add your logo and brand colors

When to use it

Read this before you invite your first clients, so you can tell them what to expect: a welcome email and a sign-in code from your firm, and a few forms to fill in. To see the portal much as a client does, open the sample case Demo Case As A Client: whoever created the hub is on it as a client.

Your firm may have changed what each role can do on a case. If an option described here is missing, ask an Admin of your hub.