The Challenge
A personal injury firm keeps clients informed at every stage of a case: when a new matter opens, when a lien is recorded, when a records request goes out, and at regular check-ins along the way. Those messages matter to client satisfaction, but sending them by hand does not scale, and the firm’s previous automation lived in a separate marketing platform, disconnected from the matter data that should drive it.
Client texting also carries real compliance obligations. Messages have to respect quiet hours in the recipient’s time zone, honor opt-outs across every channel, and leave a clear record of what was sent and when.
The firm needed a way to:
- Send the right message at the right point in a case, automatically.
- Drive communication directly from Litify data rather than a separate system.
- Build compliance safeguards into every text and email.
- Keep a complete record of client communication on the matter.
The Approach
BRIO deployed BAM, its own Salesforce-native automated marketing product, and configured it around the firm’s case milestones. Rules were loaded into production inactive, then flows, templates, sending addresses, and text numbers were tested and verified before anything went live. Since launch, BRIO has continued to refine the rules through ongoing support as the firm’s processes evolve.
The Solution
Rules That Follow the Case: BAM rules send messages immediately, after a set delay from a key date, or on a repeating schedule. They can trigger from any Litify or Salesforce record, including intakes, matters, requests, and liens.
Checked Twice Before Sending: Each rule’s criteria are evaluated when it triggers and again right before a scheduled message goes out, so a client whose situation has changed does not receive an outdated message.
Email and Text From One Place: Messages use Salesforce email templates or flow-built content, and text messages send through the firm’s existing messaging provider.
Compliance Built In: Texts send only during permitted hours in the recipient’s local time zone. Opt-outs are honored across every channel, a reply of STOP clears consent automatically, and manual texts are blocked for anyone who has opted out. Business-day rules and the firm’s holiday calendar are respected, and a safety switch prevents bulk data loads from triggering messages.
Status-Aware Messaging: Case statuses such as a pending drop or a transfer out automatically exclude a client from further messages, so communication stays appropriate as a case changes.
A Complete Audit Trail: Every send is logged as sent, scheduled, cancelled, or errored, and can be recorded as an activity on the matter so the whole team sees the communication history.
Technical foundation
- Salesforce-native managed package on Litify
- Rule engine with immediate, delayed, and repeating schedules
- Apex, platform events, and Flow triggers from any object
- Email templates plus text messaging provider integration
- Consent management, quiet hours, holiday calendars, and a bulk-load safety switch
- Activity logging and error monitoring
The Impact
Client communication became part of the case, not a separate project:
- Automated, milestone-driven updates running in production since 2025.
- Communication driven directly by Litify data, replacing a separate marketing platform.
- Compliance safeguards applied to every message automatically.
- A product proven at one firm and now deployed at several others.
The best client communication is timely, relevant, and respectful of the client’s choices. Building it into the case management system makes all three the default.
