AI-powered Client Intelligence™ transforms scattered communications into actionable insights. By identifying client priorities, at-risk relationships, and recommended actions, you can work smarter, respond faster, and deliver a more human experience for your entire caseload. In this article, we'll review the Case Status Triage feature. Built into the new Communicator Interface, Triage helps surface the most important cases for you to be working on at any given moment, tools to help keep focus on the right cases, and AI-powered insights into what to do next.
Triaging cases involves two primary steps. First, prioritize your cases to ensure the most important cases are first to address. Your case list in Triage can be further filtered by staff assignments, and issue types. Second, once you know you're working on the right cases, take action to address case blockers. AI-powered Client Intelligence™ will assist you every step along the way, from surfacing the right cases to work on, to suggesting concrete next steps to address blockers.
To access Triage, open the Beta Communicator Interface. Click the menu in the top-left corner of the sidebar, then select Triage.
Prioritize Your Cases
Your case list in Triage is ordered by the priority of each case, as shown by different colored flags:
You can filter cases by these priority levels at the top of the Triage case
To show All Cases or just My Cases.
You can also filter to view other Assignees on cases.
By Case Priority flags
High priority
Medium priority
Low priority
By Issue Types
Unanswered client messages
Overdue tasks
Missing treatment logs from the client
Appointment missing confirmations from the client
Low staff activity
Cases on hold
Phone connection issues
Taking Action
With cases prioritized, it's time to take action to address the blockers on each of your cases. Let Client Intelligence™-powered Insights guide you.
Click the Insights
button next to each case, to get an overview of why the case is marked at its priority, and what you can do to address the scenario given in the case.Next to each blocker there will be an action button
. This action may be different depending on the blocker. For example, for an overdue task, you will see a link to the Tasks tab, where you can mark tasks as complete, or adjust their due dates.If its suggested to send a message to your client, you can write the message directly from Triage by clicking the Pencil icon
. An AI-generated recommended response will appear, which you can choose to Send, Edit, or Clear to write your own message.
Marking as Resolved
Once you complete taking action on a case, check the Mark as Resolved button in the Insights for the case. You can mark a case as resolved even if you did not actually address all of the case blockers, this will still move the case to the Resolved tab at the top of the Triage sidebar. However, the case will return to the Active tab the following day to again show you that the case requires your attention.
Snoozing a Case
Sometimes, cases that show in a triage list do not require immediate action. In these moments, you are able to snooze
a case so it is no longer on the list, allowing you to focus on remaining cases in the Triage list. Cases can be snoozed for one, three, or seven days.
Note
If the client sends a new message to the firm while the case is snoozed, it will reappear in the Triage list. Other changes to priority will not change a cases's Snooze status.
Assign Cases To Other Staff Members
In some instances, the action needed on a case must be performed by someone else assigned to the case. For example, if a scheduler needs to adjust an appointment, or if an Attorney needs to answer a specific question. In these cases, click the Assignees button 
, where you can select a fellow staff member to be alerted that they need to look at the case. Case Status will alert you of these assignments in the Notification area 
at the top of the Communicator Interface.
Measuring Priority
Case Priority is calculated based on a number of factors. Some factors will increase the case priority more than others. The following actions will raise or lower the Case Priority in Case Status:
Unread Client Messages
Actions That Increase Triage Priority
When AI-powered Client Intelligence™ marks a message as more urgent
When AI-powered Client Intelligence™ marks a message as more complex
When AI-powered Client Intelligence™ marks a message as having more negative sentiment
Actions to Lower Triage Priority
Responding to your client will lower the triage score
Checklist Status
Actions That Increase Triage Priority
Overdue checklist items create the highest triage scores
Checklist items due within three days will also increase triage score
Actions That Lower Triage Priority
Mark checklist items as complete
Update checklist due dates to the future
Appointment Confirmations
Actions That Increase Triage Priority
Declined appointments create the highest triage scores
Ignored appointment confirmations will increase the triage score at the appointment gets closer to its scheduled time
Actions That Lower Triage Priority
Client confirms appointment
Appointment is rescheduled or canceled.
Treatment Logs
Actions That Increase Triage Priority
Treatment appointments without treatment logs will increase the triage score
Actions That Decrease the Triage Score
Treatment log is submitted for a treatment appointment.
Cases Without Communications
Actions That Increase Triage Priority
If the client has communicated with the firm using Case Status, and the firm hasn't communicated to the client in more than 30 days, the triage score will increase.
At 45 days, the triage score will increase further.
At 60 days, the triage score is at its highest for this metric
Actions That Decrease the Triage Priority
Send a message to the client
SMS Communication Errors
Actions That Increase Triage Priority
When a client is not using the Case Status mobile app and is meant to receive messages as SMS text messages, if a delivery error occurs due to a bad phone number, the triage score will increase
Actions That Decrease the Triage Priority
Client phone number is updated, either via CMS integration or directly in Case Status.
Reminder
A valid mobile phone number is required to log into Case Status mobile app!
On Hold Cases
Actions That Increase Triage Priority
If the case has been on hold for more than 10 days, the triage score will increase.
At 15 days, the triage score will increase further.
At 30 days, the triage score is at its highest for this metric
Actions That Decrease the Triage Priority
Remove the On Hold Status.