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The setup sequence for Lia Respond, in the order that works: firm context, escalation rules, who can use it, your first client by hand, then automatic enrollment — and what…

Lia Respond setup guide: the six steps

The Skill Automations page: choosing Automatic or Manual Only enrollment, and the phase grid that decides which phases enroll clients, unenroll them, and which skills run.

Skill Automations: which phases enroll cases

An overview of Lia, your case liaison: what Lia takes off your team's plate, how Lia Respond and the skills fit together, where your team stays in control, and where…

What is Lia?

Exactly what Lia Respond answers and what it never answers, how a reply happens, and what each audience needs to do: admins setting it up, and case managers working alongside…

Lia Respond: answering your clients' inbound questions

How Lia gets switched on for your firm, who can see and do what once it is, and how to rule out an access problem before you conclude something is…

Getting started with Lia: access and permissions

The User Management page in Agent Settings: which people at your firm can use Lia, what the Manual and Automatic columns mean, and what Turn on for everyone actually changes.

User Management: choosing who at your firm can use Lia

A walkthrough of the Agent Settings page, from firm context and the introduction to escalation rules and skill automations, and the two settings that matter most.

Agent Settings: teaching Lia about your firm

How to use Live preview to play the client against the real agent and your real settings, what it refuses to do, and what is worth testing.

Testing Lia with Live preview

How to put clients on Lia by hand or automatically by phase, and how the per-client In Treatment and Provider Liaison switches pause Lia for one person.

Enrolling clients on Lia

How the Care Coordination skill handles appointment reminders, post-treatment follow-up, and check-ins by text while a client is in treatment.

Care Coordination: reminders, follow-ups, and check-ins

How the Provider Liaison skill emails your client's provider offices for appointment attendance, bills, and records, and where to watch the medical file build.

Provider Liaison: collecting attendance, bills, and records

What the Provider directory is, the two conditions that decide whether Lia can email an office, how to add and link providers, and how the Preferred star works.

The Provider directory: which providers Lia can contact

How to read and work the firm-wide Provider Emails inbox: status chips, threads and follow-ups, replying yourself, and who can see the page.

Provider Emails: every conversation Lia has with an office

When Lia escalates, how to work the To review panel and Lia's Tasks on a client, the firm-wide dashboard view, and who can resolve and approve.

Escalations and drafts: how Lia hands work back to your team

How to use Chat with Lia: the bar above your message composer, the suggestions Lia offers, handing Lia a job in plain language, and what Lia can and cannot see.

Chat with Lia: the staff-facing drawer

The rules Lia operates under: identity, hard limits, escalation, contact hours and opt-outs, HIPAA and authorization, pausing, and what provider offices are told.

Guardrails: what Lia will and will not do

Fixes for the most common Lia problems, grouped by symptom, plus answers to the questions firms ask in their first month.

Troubleshooting and FAQs: Lia

Product Team

Lia is your case liaison. Learn what Lia does on a case, how to set it up, and how each skill works.

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