What this article helps with: Bringing the cases you already have onto Lia — when you first enable her, when you flip Auto Enable on, and later from the Auto Enable Settings and Permissions page.
Who this is for: Firm admins. Every action here needs Admin, except enabling one case at a time from the Clients list, which needs the Lia permission.
When not to use this article: For enabling Lia on a single client from their case, see Enrolling clients on Lia. For how Auto Enable is narrowed by user and phase, see Auto Enable Settings and Permissions.
Key Terms
Key Terms
What do you mean when you say...
Existing case = a case that was already open before Lia, or before Auto Enable, was switched on. Auto Enable only catches cases from the moment it is on; nothing is enrolled retroactively unless you ask.
Primary contact = the client contact Lia texts on a case. Cases without one are skipped and counted.
Eligible = a case that matches your current Auto Enable selections and is not yet enrolled.
Nothing is enrolled retroactively unless you choose it
Turning Lia on, and turning Auto Enable on, both affect what happens from now on. The cases already sitting in your account stay exactly as they are until you pick one of the four routes below. Every route shows you a count before it does anything, so you always know how many clients are about to hear from Lia.
Route 1 — The first time you enable Lia: pick the cases yourself
On the Lia page, an Admin presses Enable for your firm and Lia asks How do you want to assign cases to Lia? Choose Manually select cases.
A picker opens titled Which cases should Lia work on? — "Search your cases and pick the ones to turn Lia on for. You can add more later from any case." Type a case or client name into Search cases by name or client, tick the cases, and press Enable Lia on N cases. You can pick up to 50 at a time.
Lia is enabled on each case's primary contact. She does not send a welcome text to these clients; she starts answering when they write in. Cases with no primary contact are skipped and a message tells you how many ("3 cases skipped — no primary contact"). If your case management system marks a case Auto Enrollment Enabled: No, it is skipped too and a message says so. Then a celebration reads Congratulations, Lia is now monitoring N cases! and Lia offers a two-minute walkthrough.
This route also gives you, the Admin who clicked, the Lia permission, so you can keep adding cases from the Clients list.
Route 2 — The first time you enable Lia: auto-assign, and decide about existing cases
Same first step, but choose Auto Assign New Cases. Lia turns Auto Enable on and asks Include your existing cases too? — "New cases coming in will be enabled from now on. You can also enable Lia on the existing cases in your account." Under it, the count: "N existing cases are eligible".
New Cases Only — nothing already open is touched. The celebration reads Congratulations, Lia will start responding on your next new case!
New and Existing Cases (N) — those N cases enroll now, and Lia starts her welcome outreach to each client. The celebration reads Congratulations, Lia is now monitoring N cases!
Either way Lia then offers the walkthrough and lands you on Agent Settings.
Route 3 — Later, from the Auto Enable switch or Enable on existing cases (N)
Flipping Auto Enable on from the Lia Respond card header, or from the top of Auto Enable Settings and Permissions, asks Turn on Auto Enable for existing cases too? with the same two choices, Only new cases or Enable for existing and new cases (N).
If you said only new cases and change your mind, the button Enable on existing cases (N) sits beside the switch on Auto Enable Settings and Permissions whenever Auto Enable is on. It confirms Enroll N existing cases? — "These cases match the switches below and are not enrolled. They enroll now, and Lia starts her welcome outreach to each client." — and a confirmation reads Enrolled N cases.
The count honours your User Auto Enable Settings and Phase Auto Enable Settings. Narrow those first if you want a smaller batch.
Route 4 — One phase at a time: Enable Lia on matching cases
Under Phase Auto Enable Settings → Select phases, each switched-on phase has an Enable Lia on matching cases action. It lists the clients in that phase who are not enrolled — clients who opted out of automatic enrollment are excluded — and enrolls them. Use it when one phase is ready and the rest are not, for example Treatment before Intake.
Before you bring a batch on
Context and Escalation rules first. Lia escalates rather than guessing, so a thin setup lands a wave of escalations on your team the morning after a batch. Fill both in, then enable.
Set the Default Case Owner on Auto Enable Settings and Permissions, so each new enrollment's escalations go to the right person.
Pause your Engage drips for enrolled clients under Company Settings → Project Types, so nobody is double-messaged.
Tell your case managers. A quieter inbox and a new escalation queue are the two things that change for them; see the case-manager section of Lia Respond: answering your clients' inbound questions.
FAQs
I turned Auto Enable on last week and my old cases never came on.
I turned Auto Enable on last week and my old cases never came on.
Expected — Auto Enable is forward-looking. Use Enable on existing cases (N).
Why is the count lower than my open cases?
Why is the count lower than my open cases?
It only counts cases that match your user and phase selections, have a primary contact Lia can text, and are not opted out of automatic enrollment in your case management system.
Can I undo a batch?
Can I undo a batch?
Unenroll clients individually from their case page, or use the Clients list's Enrollment filter to find who came on and when.
Does the first-time picker text the clients?
Does the first-time picker text the clients?
No. Lia waits for them to write in.
Where to go next
Auto Enable Settings and Permissions — narrowing what "matching" means.
Enrolling clients on Lia — one client at a time, and per-client pause switches.
Getting started with Lia: access and permissions — turning Lia on for the firm.
Conclusion
Turning Lia on never enrolls your back catalogue by accident: every route shows a count and asks. Start with a few cases by hand, then bring the rest on in one deliberate batch once Context and Escalation rules are ready. If you have questions, chat with our support team or email [email protected].