To ensure accountability and provide a clear audit trail, the Case Status integration with Litify includes a Read Receipt system. This automation tracks exactly when a message was seen and by whom, distinguishing between your clients and your internal staff.
By recording these interactions, your firm gains visibility into client engagement and ensures that critical updates are being acknowledged by the legal team.
How Read Receipts Work
The Case Status - Message Read Receipt flow is a background process that monitors updates to the Case Status Message object. Whenever the system detects that a message has been opened, it creates a permanent record in the Message Read (CS_Message_Read__c) object.
Key Features of the System
Identity Resolution: The flow automatically identifies if the reader is a Client (based on the linked Party record) or a Staff Member (by matching the name against your Salesforce User list).
Duplicate Prevention: To keep your data clean, the system performs an "Idempotency Check." It will only create one receipt per person per message. If a client opens the same message five times, only the first "read" is recorded.
Error Transparency: If a staff member reads a message but their name doesn't perfectly match a Salesforce User, the system creates a log entry so your Admin can resolve the discrepancy.
NOTE:
To mark a message as read in Case Status, it must be opened in the Case Status Communicator Interface, or the Litify interface. Messages can be manually marked as read from app.casestatus.com.
Execution Paths
When a message is updated with read information, the flow branches into two paths:
Path A: Client Reads
Verifies the reader is a Client.
Checks for an existing receipt for that specific Client + Message pair.
If no receipt exists, it creates one, stamping the
CS_Read_Time__c.
Path B: Staff Reads
Verifies the reader is a Staff member.
Searches for a Salesforce User whose name matches the
Read_By__cfield.Checks for an existing receipt for that specific Staff Member + Message pair.
If no receipt exists, it creates one.
Testing & Quality Assurance
Administrators can verify the health of the Read Receipt system using the following test cases:
Scenario | Action | Expected Result |
First Client Read | Update a message with | A new |
Duplicate Client Read | Perform the same update again on the same message. | No new record is created (duplicate prevented). |
Staff Read (Match) | Update a message with a | A new receipt is created and linked to that User's ID. |
Staff Read (No Match) | Update with a | No receipt created; error logged in the |
Administrative Guardrails
User Name Consistency: Because staff receipts rely on a Name Match, ensure your Salesforce User names match the display names used in the Case Status platform.
Audit Trail: These receipts are stored in a related list on the Message record, providing a complete history for compliance and client service reviews.
Security: The flow requires "Read" access to User records and "Create" access to the Message Read object for the integration user.