With the Phase Change SMS feature you can choose when and what text messages are automatically sent to your client when specific phase changes occur in Filevine. You can even enable an additional SMS for requesting a public review from your clients at key stages. As of VineConnect v3.6, VineConnect now supports MMS (multi-media sending) for Phase Changes! That means you can now send images, videos, PDFs and other media formats directly to your clients automatically. Scroll down to see a demo video.
NOTE: For Phase Change SMS there is a restriction on the timeframe those are sent to clients, in accordance with federal guidelines published by the FTC (Federal Trade Commission). They are only sent during the day from 9a - 9p.
Getting Started
At the top of the configuration page there's a specific function for editing and using your messages. Here's how they work:
On default, Phase Change SMS is OFF and TEST. Toggling ON reveals the configuration options.
While you're ON and TEST, you can configure your SMS text for each phase change on your Filevine Project which provide you with default messages to start.
TEST allows you to initiate a phase change in a project, and use the number inserted into your Portal Display Settings as a test number to ensure it comes through as expected via SMS.
Only when Phase Change SMS is toggled ON and GO LIVE does the system enable the sending of SMS notifications to the client on a phase change.
NOTE: These automated SMS will be sent to the first number on the contact card unless otherwise determined in the Client Portal Settings, please review those settings to adjust.
SMS Time Buffer
To prevent text message notifications to your Clients on accidental phase changes, our system has the capability to delays all text message notifications on phase change by however many seconds you insert.
You can turn it off completely with the Enable SMS Time Buffer toggle if you would rather there not be any delay for the text message after a phase change. Be sure to click SAVE if adjusted!
Adding Phases
When you're ready to add your Phases in, you can add them all at once or add them a row at a time if you know which ones you'd like utilized for an SMS trigger:
NOTE: Your Phase Change SMS will need to be configured for each Project Type. Be sure to click to the one you plan to utilize if you are not using all of your Project Types for active cases.
Be sure to Save as you work or Save All once you've gone through them all:
Text Message Body
Our system will suggest a default text message:
"Hello [client_firstname], your case with [tenant_law_firm_name] has an update! Log into our Client Portal to review: [tenant_cp_frontend_url]"
You can choose to save this text or edit it to your liking.
Variables available:
[client_firstname] = The Client's first name as set in their contact record.
[tenant_law_firm_name] = The name you set for your firm in the Client Portal settings page. Using this keeps it consistent across your messaging.
[tenant_cp_frontend_url] = This is the full URL of your front end Client Portal for the Client to click and log into to.
Get creative with your messaging and consider what your project phases actually mean.
EXAMPLE:
If your default Phase is "Potential New Case" for a newly created project, then set the message as a generic but warm greeting.
If your Phase change indicates a sign up, or a settlement, or a closing, send them a congratulatory SMS.
If the Phase change indicates you need something or references a major milestone, communicate that in the SMS.
NOTE: When a project is created, that initial phase does not send an SMS automatically due to the trigger being a 'phase change' so we recommend using Automated Workflow for SMS upon Project Creation.
Feedback
Want to solicit feedback from your clients? Consider pushing a link for them to take a third-party survey. You can also check the "Review?" box to indicate that you would like your configured review requests to be sent on that phase change. Learn more about Review Requests in this support article.
Or, use the text to drive them into the Client Portal to use the individual team member feedback and rating system on the 'My Legal Team' section.
Support for MMS
With VineConnect v3.6 and beyond, you can include MMS images; media, video, and content within your Phase Change notifications! You'll simply need to upload your media via the Media Locker page and use the provided short code to insert anywhere you'd like that media to be relayed.
When you've uploaded the file you'll see they are present in a list with a few options:
ID Number created by our tool
Code of the document/file
Copy button next to the code which allows you to copy to code to insert for MMS
URL which opens the actual file in a new browser window to preview
Created At date and timestamp
Actions
Edit which allows you to edit the name and file itself
Remove the file with the trashcan symbol
Here's a quick demo video.
