# Client Communication History

## Purpose

This guide explains how to record, review, update, and follow up on client communications. It covers communications for registered clients and prospective client intakes, links to consultations and matters, document associations, and the communication timelines available from client and matter profiles.

The communication history is intended to provide one chronological record of relevant client interactions without replacing the system's email, SMS, consultation, task, or document-management functions.

## Permissions

| Activity | Required permission |
| --- | --- |
| Open Communications and view accessible records | View Communications (`communications_read`) |
| Record a communication | Create Communications (`communications_create`) |
| Edit a communication | Update Communications (`communications_update`) |
| Delete a communication | Delete Communications (`communications_delete`) |
| Select and view registered clients or prospective intakes | View Clients (`clients_read`) |
| Link a matter and view its communications | View Matters (`matters_read`) and access to that matter |
| Link an existing matter document | View Documents (`documents_read`) and access to the document's matter |

Buttons and navigation items are hidden when the signed-in user does not have the corresponding permission. The server enforces the same rules, so direct API requests cannot bypass communication or matter access restrictions.

For non-administrative users, matter-specific communications are available only when the user is the responsible attorney or a member of the matter team. Administrators, super administrators, and partners can access all communication records permitted by their roles.

## Opening Communications

Open:

**Practice > Communications**

The paginated table shows:

- the registered client or prospective intake;
- the communication subject, type, direction, and summary;
- the related matter, when applicable;
- the responsible staff member;
- the communication date and time;
- follow-up status; and
- the actions available to the signed-in user.

Use **Previous** and **Next** below the table to move through pages.

## Filtering Communication History

The Communications workspace can be filtered by:

- subject, notes, client, intake, or matter reference using **Search communications**;
- communication type;
- direction;
- related matter;
- start and end dates; and
- pending or completed follow-up status.

The newest communication date appears first. Clear a filter to include all matching values again.

## Recording a Communication

1. Open **Practice > Communications**.
2. Select **Add communication**.
3. Under **Communication for**, select one radio button:
   - **Registered client**; or
   - **Prospective client intake**.
4. Select the corresponding client or intake.
5. Select a related matter or consultation when applicable.
6. Select the communication type and direction.
7. Enter the communication date and time.
8. Select the responsible staff member.
9. Enter the subject or purpose and a useful summary.
10. Add follow-up information or existing matter documents where required.
11. Select **Save communication**.

Only one client source can be selected. Changing the radio selection clears incompatible client, intake, matter, consultation, and document choices. The backend also rejects requests that attempt to supply both a registered client and a prospective intake.

### Communication Types

| Type | Typical use |
| --- | --- |
| Email | An email sent to or received from the client. |
| Phone | A telephone call. |
| Meeting | An in-person client meeting. |
| Video | A video conference. |
| SMS | An SMS interaction that needs to be recorded. |
| Portal | A relevant client-portal interaction. |
| Other | Any relevant interaction that does not fit another type. |

Recording an Email, SMS, or Portal communication documents the interaction. It does not itself send a new email, SMS, or portal message. Continue to use the existing sending feature for delivery, then record or review the resulting communication history as applicable.

### Communication Direction

| Direction | Meaning |
| --- | --- |
| Incoming | The client or prospect contacted the firm. |
| Outgoing | A member of the firm contacted the client or prospect. |
| Internal | The communication was an internal interaction concerning the client. |
| Not applicable | Direction is not relevant to this communication. |

## Registered Clients and Prospective Intakes

Select **Registered client** when the person or organisation already has a client profile. A registered-client communication can also be linked to one of that client's matters.

Select **Prospective client intake** when the person or organisation is still being managed through Client Intake. An intake communication does not create an active client or matter.

When an intake is converted:

- its existing communications are linked to the resulting client;
- the original intake association is retained for history;
- communication records are not copied or duplicated; and
- the communications remain available through the registered client's history.

## Matter and Consultation Links

### Linking a Matter

After selecting a registered client, select **Related matter** when the communication concerns a specific matter. The list contains accessible matters belonging to that client.

The backend verifies that the selected matter belongs to the selected client and that the signed-in user may access it. A mismatched or inaccessible matter cannot be linked through a direct request.

### Linking a Consultation

Select **Related consultation** when the communication concerns a scheduled or completed consultation. Available consultations are filtered using the selected client, intake, and matter.

Linking a communication to a consultation does not schedule, update, or duplicate the consultation. Consultation scheduling remains in the dedicated Consultations workspace.

## Follow-Up Tracking

Select **Follow-up required** when another action must occur after the communication.

Enter:

- a follow-up description;
- the responsible staff member; and
- the expected follow-up date and time.

Saving the communication creates a linked task using the existing task-management functionality. Updating the follow-up updates its pending task. Removing the follow-up requirement cancels a pending linked task.

To complete a follow-up:

1. Edit the communication.
2. Select **Follow-up completed**.
3. Save the communication.

The communication and linked task are marked completed together. A completed follow-up cannot be changed back to pending from the communication form.

## Associating Documents

Documents are selected from records already stored in the existing Documents module.

1. Select a registered client.
2. Select a related matter.
3. Under **Existing matter documents**, select the relevant documents.
4. Save the communication.

Only documents belonging to the selected matter and accessible to the signed-in user can be associated. If a required document is unavailable, upload or link it through the existing matter Documents workflow first.

The communication feature does not create separate document storage.

## Viewing Communication Details

Select the eye action on a communication row to open its details.

The modal displays:

- the client or intake;
- the related matter and consultation;
- communication type and direction;
- date and responsible staff member;
- full subject and notes;
- follow-up details and status; and
- associated documents.

## Editing a Communication

1. Find the communication in the register.
2. Select the pencil action.
3. Update the required information.
4. Select **Save communication**.

The same client, intake, matter, consultation, document, and permission checks used during creation also apply during editing.

For a communication originally recorded against an intake and later linked to a converted client, editing it through the registered-client selection preserves the historical intake association.

## Deleting a Communication

Users with Delete Communications permission can select the trash action and confirm deletion.

Deleted communications are removed from normal communication lists using soft deletion. The delete event remains traceable through the audit history. Delete only records that were created in error; correct an inaccurate communication through Edit when retaining the operational history is preferable.

## Client Communication Timeline

Open **Practice > Matters > Clients**, then select a client. The **Communication History** section shows the client's communications with the newest first.

The timeline supports:

- communication-type filtering;
- matter filtering;
- start and end dates;
- pagination; and
- a details modal for the complete record.

The client profile displays the total number of communication records available to the signed-in user.

## Matter Communication Timeline

Open **Practice > Matters > All Matters**, select a matter, and locate **Communication History**. This timeline displays only communications linked to that matter, with type and date filters, pagination, and full details.

The section is visible only when the account has View Communications permission. Backend matter-access checks still apply even when a user attempts to retrieve the records directly.

Communications not linked to a matter remain available through the client profile and central Communications workspace.

## Audit and History

The audit log records communication creation, modification, and deletion events. Relevant association, classification, date, staff, and follow-up changes are captured with old and new values where applicable.

Communication history is preserved when:

- an intake is converted into a client;
- a client record is removed; or
- the responsible user's account is removed.

Normal users cannot modify audit records.

## Common Scenarios

### A Prospect Calls the Firm

Create a communication for **Prospective client intake**, select **Phone** and **Incoming**, record the purpose and notes, and add a follow-up when another staff member must respond.

### A Lawyer Emails About a Matter

Create a communication for **Registered client**, select the client and matter, choose **Email** and **Outgoing**, and record the subject and summary. Associate an existing matter document if relevant.

### A Consultation Produces Further Instructions

Record the communication against the appropriate client or intake and select the related consultation. Add the instructions to the summary. Do not create another consultation record.

### An Intake Is Converted

Convert the intake through Client Intake. Its communication records become available through the resulting client's timeline without duplicate entries, while the original intake relationship remains preserved.

### A Follow-Up Is Completed

Edit the communication, select **Follow-up completed**, and save. The linked task is completed at the same time.

## Troubleshooting

| Situation | What to do |
| --- | --- |
| Communications is missing from the sidebar | Ask an administrator to grant View Communications permission. |
| Add communication is missing | Create Communications permission is required. |
| Edit or Delete is missing | Update Communications or Delete Communications permission is required for the corresponding action. |
| Both client fields are not shown | This is expected. Select either Registered client or Prospective client intake using the radio buttons. |
| A matter is unavailable | Select a registered client first. Confirm that the matter belongs to that client and that you are the responsible attorney, a matter-team member, partner, or administrator. |
| A consultation is unavailable | Confirm that it belongs to the selected client, intake, or matter and that it is accessible to your account. |
| A document is unavailable | Select its matter and confirm that the document already belongs to that matter and that your account has document access. |
| Saving reports that both client and intake were supplied | Refresh the form and select only one Communication for radio option. Direct requests containing both are rejected. |
| A communication is not visible on a matter | Confirm that the communication was linked to that specific matter and that your account has access to it. |
| A converted intake communication appears under the client | This is expected. Conversion links the original record to the client without creating a duplicate. |
| Follow-up completed cannot be cleared | Completion is intentionally one-way so the communication remains consistent with its completed task. |