SMS on a matter

There are three ways SMS messages can be sent from a matter:

• From the task list: An SMS template can be assigned to a task on your workflow
• From a contact card: Select the SMS button on the contact card

This will only be visible if a phone number has been provided for the Stakeholder.

• From the Folder tab: Select ‘+New’ and choose SMS

From a Task

1. Within a matter, select the relevant task within the workflow
2. Choose the recipient
   Only stakeholders with phone numbers saved to their contact cards will be available to choose from.
3. Enter the required information in the fields provided
4. Customise the content as needed
5. Send
6. The sent SMS message will be stored in the Folder tab on the matter
   The mobile number that SMS messages are sent from is automatically assigned to your system and cannot be changed.

From a Contact

1. Within a matter, select the SMS icon on the relevant stakeholder’s contact card contact
   This will only be available for stakeholder’s with phone number’s saved to their contact cards.
2. Choose a pre-defined template or create without template
3. Enter the required information in the fields provided
4. Customise the content as needed
5. Send
6. The sent SMS message will be stored in the Folder tab on the matter

The mobile number that SMS messages are sent from is automatically assigned to your system and cannot be changed.

From the Folder tab

The template picker shows each template’s labels beside its name. Use the search bar to find templates by label name or template name. When you send an SMS from a labelled template, its labels are applied to the SMS in the matter’s Folder tab.

1. Within a matter’s Folder tab, select SMS from the top toolbar
2. Choose the recipient
   Only stakeholders with phone numbers saved to their contact cards will be available to choose from.
3. Choose a pre-defined template or create without template
4. Enter the required information in the fields provided
5. Customise the content as needed
6. Send
7. The sent SMS message will be stored in the Folder tab on the matter

The mobile number that SMS messages are sent from is automatically assigned to your system and cannot be changed.

SMS Replies

If a stakeholder replies to an SMS, the following will occur depending on how many matters the phone number is associated to:

Phone number is associated with 1 matter

• The SMS reply will automatically attach to the matter
• The matter’s Fee Earner will receive an email containing the reply

Phone number is associated with more than 1 matter

• Any Fee Earner associated with these matters will receive an email containing the reply
• Within this email, they will be provided with a list of matters the phone number is associated to

Caution

You cannot reply to the email.

Easily attach this SMS reply to the relevant matter on InTouch by using the Outlook Plugin.

Finding SMS messages on a matter

Locate any SMS messages sent within a matter by using:

• The search bar at the top of the Folder
• The filters on the lefthand side of the Folder
  • Filter by Type to only display SMS messages saved to a matter
  • Use the Labels filter to only see items with a particular label applied

SMS billing

SMS is billed in arrears on your monthly InTouch invoice, alongside the rest of your usage. There are no prepaid credits to buy, top up or run out of.

Messages are charged per 144-character segment, so a long message costs more than a short one. Your invoice shows the total number of segments sent for the month.