Supercharge Your Casebook Experience with Text Messaging

Securely sync text message conversations to Casebook Engage cases. Stay connected with the people you serve by syncing text message conversations right into your Engage cases. Text messaging makes it easy to keep all client communications in one place, helping your team stay organized and save time.

This feature is available for organizations on the Team and Enterprise plans. If you’d like to learn more or add text messaging to your plan, your Customer Success Manager can help.

Getting Started

Once you are enrolled in text messaging, your organization will be assigned a unique phone number by Casebook. This phone number is essential for syncing your text message conversations to Engage cases. To make access easier, you can save your Casebook phone number as a contact on your phone. This number will also be displayed on the Text messages settings page in Admin and in the Communications section of a case in Engage.

Syncing Messages from Your Phone to Casebook

To ensure that your text message conversations are synced to Casebook, your staff should include your Casebook phone number in group text message conversations whenever those conversations should be logged in Casebook. Only conversations that include your Casebook phone number will be synchronized.

Conversations will be automatically added to the Communications section of relevant cases in Engage when all phone numbers in the conversation match a person associated with the case. You can initiate conversations from any text messaging application, including Android Messages, Apple iMessage, Google Voice, and more. Both SMS and MMS messages are supported, which means you can sync text, emojis, images, videos, GIFs, and files. There is no limitation on the number of phone numbers that can be included in a conversation.

How Linking Works

For Casebook to automatically connect your text message conversations to the right case, both the sender and the recipient need to have their phone numbers linked correctly in Casebook.

Here’s how it works step-by-step:

1. User Profile (Staff Member)

   • Make sure your own phone number is added to your User profile in Casebook.

   • This helps Casebook recognize that messages are being sent or received by an authorized staff member.

2. Person Profile (Participant)

   • The person you’re texting must have their phone number listed in their Person profile.

   • That same Person profile also needs to be connected to at least one case.

3. One Case Connection

   • If the person you’re texting is linked to more than one case, Casebook won’t know which one to associate the message with automatically.

   • In that situation, you’ll need to manually link the message thread to the correct case.

When Manual Linking Is Needed

Casebook can’t automatically match a message to a case if:

• The sender’s (staff’s) phone number isn’t listed on their User profile.

• The participant’s phone number isn’t linked to a Person profile.

• The Person profile is connected to more than one case.

If any of those apply, the message will appear under Admin → Text Messaging as an unidentified conversation.

Unidentified Conversations

If any conversations cannot be synced with Engage due to one or more unidentified phone numbers, these conversations will be displayed in the Casebook Admin Text messages settings. These unidentified conversations can be resolved as follows:

• Manual Association: You can manually associate unidentified conversations with a specific case if they are relevant. This ensures that important information is included in the case records.

• Deletion: If a conversation is not relevant to any case, it can be deleted from the list to maintain a clutter-free environment.

We hope this guide helps you make the most of the Casebook Text Messages feature. If you have any questions or need further assistance, please don't hesitate to reach out to your Customer Success Manager or the support team at support@casebook.net.