Email, messaging, and fax
How external communication is connected to a contact, intake record, or case while preserving delivery and activity context.
On this page
Before you start
- An enabled firm communication channel.
- Permission to communicate from the applicable record.
Typical workflow
- 1
Start from the relevant contact, intake record, or case whenever possible.
- 2
Confirm recipients, consent, content, attachments, and the activity context.
- 3
Send through the firm’s enabled email, messaging, or fax workflow.
- 4
Review delivery status and resolve failures or unmatched inbound items.
- 5
Use the connected activity history to understand what was sent, received, or still requires follow-up.
Firm communication setup
An administrator enables the firm’s available communication channels, approved sending identities, numbers, routing rules, and user access.
Sending from context
Start messages from the applicable contact or case whenever possible. Confirm recipients, consent, attachments, and the activity type before sending.
Inbound routing
Inbound communication that is already connected to a matter can appear in its activity context. Items that have not been assigned to a case or lead remain available for Mail Room review instead of being silently placed on a record.
Delivery status
Sent, delivered, failed, received, and other available statuses describe transport—not whether a recipient understood or acted on the communication.
Activity history
Relevant messages and attachments can appear in the case feed. Access follows the underlying case and communication permissions.
Keep in mind
- A delivery status describes transport; it does not prove that the recipient understood or acted on the communication.