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Lia

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

2 authors20 articles
Global Lia: ask about your firm or any case from one placeHow to open Global Lia, get firm reports, refine and export them, and work a single case in plain language.
Scheduled Report: a daily or weekly summary of what Lia did on your casesTurning on Lia's Scheduled Report, choosing daily or weekly, telling her what the report should focus on, reading previous reports, and getting the summary by email.
Enabling Lia on your existing casesWhat happens to the cases already open when you turn Lia on, and the four places you can bring them onto Lia: the first-time picker, the Auto Enable prompt, Enable…
Lia Respond setup guide: the six stepsSix steps in the order that works: Context, escalation rules, who can enable Lia and who owns the case, one client by hand, Auto Enable, then the Advanced Skills.
Skill Automations: which phases enroll casesHow the Skill Automations page decides which cases come onto Lia: the Automatic and Manual Only modes, and the phase grid that drives enrollment.
What is Lia?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…
Lia Respond: answering your clients' inbound questionsExactly what Lia Respond answers and what she never answers, how a reply happens, and what each audience needs to do: admins setting it up, and case managers working alongside…
Getting started with Lia: access and permissionsEnabling Lia for your firm from the Lia page, who at the firm can see and do what, and ruling out an access problem before you conclude something is broken.
Auto Enable Settings and Permissions: which cases Lia works on, and who can enable her by handThe one page that decides which new cases Lia takes automatically, which users' and phases' cases count, who owns a case once Lia is on it, and who at your…
Agent Settings: teaching Lia about your firmThe Lia Respond card, its Auto Enable switch and four rows, what Context asks you for, how escalation rules read, the Scheduled Report, and what the Advanced Skills cards control.
Testing Lia with Live previewHow 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.
Enrolling clients on LiaHow 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.
Care Coordination: reminders, follow-ups, and check-insHow the Care Coordination skill handles appointment reminders, post-treatment follow-up, and check-ins by text while a client is in treatment.
Provider Liaison: collecting attendance, bills, and recordsHow the Provider Liaison skill emails your client's provider offices for appointment attendance, bills, and records, and where to watch the medical file build.
The Provider directory: which providers Lia can contactWhat 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.
Provider Emails: every conversation Lia has with an officeHow to read and work the firm-wide Provider Emails inbox: status chips, threads and follow-ups, replying yourself, and who can see the page.
Escalations and drafts: how Lia hands work back to your teamWhen 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.
Chat with Lia: the staff-facing drawerHow 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.
Guardrails: what Lia will and will not doThe rules Lia operates under: identity, hard limits, escalation, contact hours and opt-outs, HIPAA and authorization, pausing, and what provider offices are told.
Troubleshooting and FAQs: LiaFixes for the most common Lia problems, grouped by symptom, plus answers to the questions firms ask in their first month.
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