Overview
Secure communication is vital to protecting your client's information. To eliminate repetitive typing and speed up client follow-up, MyCase includes pre-populated Client Messaging Templates. These templates allow you to save routinely used text—complete with dynamic auto-populated case data (merge fields)—so you can send professional, error-free updates in seconds.
How Templates Work
Templates empower firm users to communicate more efficiently and consistently across multiple contacts and cases.
1. Managing Your Template Library
Templates are managed in a dedicated management modal accessible from your Messages sidebar or directly within the New Message modal.
Create & Edit: Use the built-in rich text editor to create, edit, preview, and delete templates.
Firm-Level Access: All templates created are shared at the firm level and are accessible to everyone at your firm.
Preset Categories: Templates are organized into built-in categories to keep your library clean:
Case Update (e.g., Status Update)
Client Reminder (e.g., Upcoming Event Reminder)
Billing (e.g., Replenish Retainer Fund Reminder)
Client Onboarding (e.g., Welcome New Client)
Custom (for user-created templates)
2. Personalizing Messages with Merge Fields
Merge fields (variables) pull in specific case data automatically.
Insertion: Insert fields via the drop-down menu or type them directly into the editor.
Data Types: Fields are grouped by Firm, Case, Contact, Company, and General.
Live Preview: Placeholders appear in blue and resolve with real data when sent.
Error Highlighting: The system highlights required fields in red if case data is missing (e.g., adding a single contact placeholder while messaging multiple contacts).
Step-by-Step Instructions
How to Send a Secure Message (Standard or Template)
From the case details page, navigate to the Communications tab.
Click the New Message button.
In the Send To field, start typing the recipient's name and select them from your Contacts.
Optional: You can send a global message to All Contacts and Firm Users with an active client portal.
Choose your message type:
To use a template: Click the Templates entry point drop-down menu (located above the message body). Browse by category or search, and select your template to pre-populate the subject line and body.
To write a manual message: Type a custom Subject and add your text.
Review the text, ensure all merge fields are resolved (no red highlights), and click the Send Message button.
How the Client Receives and Replies
The client receives an email informing them they have a secure message from MyCase.
They must click the button in the email to go to their client portal and log in to view the message securely.
Once logged in, they can read the message and reply.
The client's reply will appear in your Case Communications tab, allowing you to continue the conversation.
To finish, you can archive your conversation by clicking the Archive button.
Frequently Asked Questions (FAQ)
Q: Can I use this feature to automatically send messages?
A: Right now, templates must be selected and sent manually. We are actively working on a full automation builder for a future release.
Q: Are templates private, or are they shared with my firm?
A: All templates are currently at the firm-level and are accessible to everyone at your firm.
Q: Can I save a message I just typed as a new template?
A: Right now, you cannot save a typed message directly as a template. To create a new template, you'll need to add it to your template library first.
Q: Will there be default templates provided?
A: Yes! To save you time, we’ve included built-in categories and ready-to-use templates, so you don’t have to start from scratch.