What this article helps with: The Auto Enable Settings and Permissions page in Agent Settings: the Auto Enable switch, the user and phase selections that narrow it, the default case owner, and the User Permissions table that decides who can enable Lia on a case by hand.
Who this is for: Firm admins rolling Lia out. Only Admins can change anything here; everyone else can read the page.
When not to use this article: If nobody at the firm can see Lia at all, that is firm-level enablement rather than these settings. Start with Getting started with Lia: access and permissions. If you want to bring the cases you already have onto Lia, see Enabling Lia on your existing cases.
Key Terms
Key Terms
What do you mean when you say...
Auto Enable = the switch that puts every new matching case on Lia without anyone remembering.
Enrollment = attaching Lia to a contact plus a case. Until a client is enrolled, Lia does nothing for them.
Enable by hand = a person turning Lia on for one case from the Clients list or the case page. Needs the Lia permission on this page.
Case owner = the person on your team Lia's escalations for that case go to.
Where the page lives
Auto Enable Settings and Permissions is the first row on the Lia Respond card in Agent Settings, described as "Granular controls on which cases Lia works". The row carries a green check when everything is consistent and an amber warning when it is not; hover the warning and it says why: Auto Enable is off, No users selected, or No phases selected.
The card header has the same Auto Enable switch this page opens with, so you can flip it without leaving the overview. The line under the card title tells you the current state in one sentence: with Auto Enable on, "New cases added to your system will have Lia enabled on them. If you want more granular control, click here."; with it off, "Your team will have to manually enable Lia to have her respond to cases (great for testing)."
Auto Enable
The page opens on Auto Enable with its switch. On, the line reads "New cases that meet your criteria enroll automatically, and Lia starts responding to them." Off, it reads "Off — staff enroll and unenroll each client by hand."
Turning it on asks one question first: Turn on Auto Enable for existing cases too? "New cases that match your settings will enroll automatically from now on. You can also enroll the existing cases in your account." Only new cases starts with what arrives from now on; Enable for existing and new cases (N) brings your open, matching cases on as well. That count is live, so it already reflects the user and phase selections below.
While Auto Enable is on, a button on the right reads Enable on existing cases (N). It does the same job later: confirm Enroll N existing cases? and "They enroll now, and Lia starts her welcome outreach to each client."
Turning Auto Enable off changes nothing about cases already running. Lia simply waits until someone turns her on for a case by hand. It is a good place to sit for the first week while you decide which cases belong on her.
User Auto Enable Settings
A collapsible section with a dropdown: All users or Select users.
All users — "Every case in the auto-enroll phases enrolls, whoever it belongs to."
Select users — a table of your team with a switch per person, and a Select all · N of M auto-enabled header. Only cases owned by a switched-on person enroll automatically. A person with no matching staff record in your case management system shows a disabled switch with "No case management record matches this login, so automatic enrollment cannot be changed." — Lia cannot tell which cases are theirs.
Select users with nobody switched on enrolls nothing; the card row warns No users selected.
Phase Auto Enable Settings
A collapsible section with a dropdown: All phases or Select phases.
All phases — "Cases auto-enroll whatever phase they are in."
Select phases — one list per project type, every phase as a row with an Auto-enroll switch. Beside each switched-on phase, Enable Lia on matching cases previews the clients already sitting in that phase who are not enrolled (clients who opted out of automatic enrollment are excluded) and lets you bring them on now. Phases are configured under Company Settings → Project Types; if the list is empty, set your phases up first.
Select phases with none switched on enrolls nothing; the card row warns No phases selected.
Default Case Owner
"Who owns a client case once they are enabled by Lia?" The default is Default (primary contact); otherwise pick a project role. The case owner is who Lia's escalations for that case are assigned to, so set it once and every future enrollment routes correctly on its own. This used to live on the Context page.
Manually Enable Permissions
"Choose which users can turn on Lia for case by hand. This permission is different than the automatic enrollment settings above." The User Permissions table lists everyone at your firm with:
Lia — on: "They can enroll a client themselves." Off: "They cannot enroll a client themselves." This is the same grant as the Medical Management: Enroll Cases checkbox under Company Settings → Team, surfaced here so you do not have to go looking for it. Admins have it already.
Provider Liaison · Manual — "They can raise a provider task." Your firm needs the Provider Liaison skill for this column to do anything.
Hold on to the distinction the page states: this table decides who may put Lia on a case by hand. The switches above decide which cases Lia takes on her own. Neither one enrolls anyone by itself.
Which skills run on which phases
Below the sections sits the skills grid: "One column per skill. Each advanced skill runs only on the phases where its own column is on; which phases enroll cases is set in the Phases section above." Typically Care Coordination is on for treatment phases and off for the rest. A skill your firm does not have does not appear as a usable column.
The half-finished rollout
Rolling Lia out goes wrong in one predictable way: people get the Lia permission, everyone feels finished, and no case ever reaches Lia. Permission to enable by hand does nothing until someone actually enables a case, and Auto Enable off means Lia is waiting. This order avoids it:
Give one or two people the Lia permission in Manually Enable Permissions and let them enable a handful of cases by hand.
Watch those cases for a few days. Fix Context and Escalation rules from what you see.
Flip Auto Enable on, choose whether to include existing cases, and narrow it by user or phase only if you need to.
Check the card row. Green check means new cases are flowing; a warning names what is empty.
The same permission in Settings, Team
Inviting people, changing roles, and removing users still happen under Company Settings → Team. The Enroll Cases checkbox there and the Lia switch here are one setting, so a change shows on both screens.
FAQs
I turned Auto Enable on and nothing enrolled.
I turned Auto Enable on and nothing enrolled.
Look at the card row's warning. Either Select users or Select phases has nothing selected, or every new case so far belongs to someone not selected. Also remember Auto Enable only catches cases created or moving into a phase from now on — for the ones already open, use Enable on existing cases (N).
Does switching Auto Enable off unenroll anyone?
Does switching Auto Enable off unenroll anyone?
No. Cases already running keep running exactly as they are.
Why can I read this page but not change it?
Why can I read this page but not change it?
Only Admins can change these settings. Users and Team Users can open the page and read it.
Where did User Management and Skill Automations go?
Where did User Management and Skill Automations go?
Here. Their settings were split between the Auto Enable sections and the User Permissions table on this one page.
Where did Default case owner go?
Where did Default case owner go?
Here, from Context.
Where to go next
Enabling Lia on your existing cases — the cases already open when you turned Lia on.
Enrolling clients on Lia — what the people you gave the Lia permission to will actually do.
Agent Settings: teaching Lia about your firm — the rest of the card.
Lia Respond setup guide: the six steps — the order that works.
Conclusion
One page, two questions: which cases Lia takes on her own, and who may hand her one. Turn Auto Enable on when you trust what you have seen on a few cases, and use the row's warning icon as your check. If you have questions, chat with our support team or email [email protected].