Send a message to a client

Messages to clients go from Kila, so each one is filed on its matter in the correspondence register, and the firm can see whether it reached the client. Where the firm’s policy asks, a second person approves a message before it goes. In the demo, Naomi Wairimu (pupil) writes to Faith Akinyi Oduor on the client portal, and Tom Otieno (partner) approves it.

Steps

1. Open the Inbox

   Tap Inbox: “What needs handling: clients’ messages, e-mails, updates to send, replies due and messages to approve.” Tap New message: “It goes through the firm’s channels and is filed in the correspondence register; where the firm asks, a second person approves it first.”

2. Choose the matter and how it goes

   Search the matter by number, name or client and choose it. Under To, choose The client, The other side (or their advocates), The court or A third party. Under By, choose E-mail, SMS, WhatsApp, Portal or Letter; Kila marks the client’s preferred one, such as Portal (preferred), and says whom it reaches.

   Zoom

   

3. Write it

   Choose an approved Template, or Write it myself, then the Subject and the Message. On the portal you can send Documents with it: “Documents already shared with the client, or files you add (they are shared when the message goes).” Add Reply expected by if you want an answer by a date.

4. See whether it needs approval

   Kila says when the firm’s policy asks for a second person, and why: A second person approves it first, “Messages to clients are approved before they go.” The button then says Send for approval instead of Send.

5. Tap Send for approval

   Kila says, for example, MSG-2026-00051 waits for approval. Messages to clients are approved before they go. In Sent and drafts the message is Waiting for approval.

6. The approver approves and sends it

   The message waits in Approvals as Message to send, naming only its number and the matter’s, such as “Portal to the client: MSG-2026-00051, matter PRJ-000003”. Tom taps Open, reads the message and taps Approve and send.

   Zoom

   

7. Check where it is

   Sent and drafts (“Every message the firm wrote, with who approved it and whether it reached the client.”) shows each message’s state, such as Delivered to the portal, and later Read by the client. Its history keeps who sent it for approval and who approved it.

   Zoom

   

Not available yet

SMS and WhatsApp do not reach the client yet. Under The firm › Practice configuration, Integrations, Kila says: “Kila’s gateway runs in test mode: messages are logged, nothing is sent.” When the client must get the message, send it by e-mail, on the portal or by letter.

Who approves

A message that needs approval “waits for a second person with the message approval right; its writer never approves it”. The owner sets when in The firm › Practice configuration, under Communications and Approval before sending. At Wanjiru & Otieno Advocates:

• Messages to clients and Letters on the letterhead: “When drafted by someone without the approval right”, as Naomi’s was.
• Messages to the other side, the court or third parties: “Always (a second person)”.
• “Without prejudice” messages: “Always a second person”.

The law says

Tick Without prejudice for “Settlement offers and negotiations (Evidence Act, section 23).” The firm’s settings add: “A client chooses the channels; WhatsApp is used only after the client opts in, and the opt-in is recorded with its date. (Data Protection Act, 2019, sections 25, 30 and 37; WhatsApp Business messaging policy; verify with the firm)”

What if

The approver wants a change

They write a Note to the writer (needed to send it back) and tap Send back: Send back waits until there is a note.

You are not ready to send it

Tap Keep as a draft. It waits in Sent and drafts as Draft.

Related

• Decide the firm’s approvals: every kind of request a partner decides.
• Pupil and Partner: who writes and who approves.
• Your client portal: the client’s side of the portal.