Send a family message

Use Messages on the case for the available message templates. A recipient needs the appropriate address or telephone number on record.

Send

1. Open Communications → Messages on the case and its send action.
2. Choose the recipient, channel and message template.
3. Select Preview message and check the recipient, selected channel and actual message. Use Refresh preview if the case details have changed.
4. Send, then check the recorded outcome.

For a portal invitation, use Family portal → Share with the family → Email the link. A portal link is created in that workflow, not from an ordinary message template.

Text-message setup

Texting requires a configured provider, a telephone number and recorded recipient consent. A contact does not need an email address to receive a text. Record consent only after the recipient has agreed: on the case, use Messages → Record text-message consent and choose the family member's number. Consent covers texts from the firm on every case. The full register is under Settings → Families → Email & text messages; withdraw consent there when the recipient asks you to stop.

If no provider is connected, recording consent does not send anything.

Family conversations

A family conversation is a private written exchange with one family member through a link. It is under Communications → Messages on the case and in Today → Family conversations. Only staff who can see financial records can open it.

The firm's primary owner turns conversations on for the firm. First set the firm's Reply-To address and branch phone. Then, on a case's Family conversations card, confirm that you will monitor conversations and select Enable for all cases. Turn off messages for all cases stops new messages across the firm; existing messages remain readable.

1. Choose the Recipient and select Start conversation. Only contacts with an email address are listed.
2. Write the message and select Send message. The message is immediately visible through existing conversation links. Email notification is separate.
3. Select Create private link to copy the link, or Email new message notice to email it. Anyone with the link can read and reply, so give it only to the recipient. Links expire after 30 days.
4. A family reply shows Needs response. Use Assign to name the responsible colleague. Reply, then select Mark handled when nothing more is needed. Close conversation stops new messages, and Reopen conversation allows them again.

A link is shown only once. To issue another, use Replace this link in the link history; the previous link then stops working. Withdraw all links ends access and records your reason. To correct a staff message, use Add correction; the original stays in the history.

Replies and failed delivery

The owner sets Reply-to address in messaging settings. Check it is a monitored firm mailbox before relying on email replies. Email replies, including replies to a conversation notice, go to that mailbox. They are not added to a family conversation.

A send result is not proof the recipient read the message. For a failed or suppressed message, check the address, configuration and opt-out status. Do not resend through another channel to bypass a recipient's preference.

If the outcome is uncertain, check the message record before sending again. For a missing invitation, see Family-link problems.