Tip #310 -How to Set A “Default” Email Address For Notifications Where Incoming Text Messages Cannot Be Matched To A Case

Most firms will choose to have the texting integration available as one of the great features of SmartAdvocate. When implemented and properly configured, the integration allows a firm’s staff to send a text message directly from the case, typically to the client. The outgoing text is automatically saved to the client’s file as a note. Similarly, the client can send a text message to the firm and the incoming text is also automatically saved to the file, also as a note. The system uses the client’s phone number as the identifier to associate the incoming text with the correct case.

Occasionally, a client may send a text from an “unknown” number, e.g., a new cell phone number or a number that was not set in the file. In those situations, the system would not be able to associate the incoming text with the correct case (and notify the staff assigned to the case of the incoming text). You can configure an appropriate setting in SmartAdvocate to ensure that an “unassociated” text message is not lost.  

Here’s How:

1. Go to Admin > System Parameters

2. Filter in the left column under Group Descriptions for Notifications

3. Select the Notification under the second column Parameter Description or “Email address to be notified about text messages that are not matched to the case”

4. Edit this item and enter an email address that you want to be notified of the incoming text that could not be associated with a case

Now, any incoming text messages that cannot be associated with a case will be sent to the above “default” email address.