Communicate with Clients (Email, Messaging, SMS, WhatsApp)

Keep communication on-platform with an audit trail. Use email/secure messages, SMS (optional), and WhatsApp (optional).

When to complete this task

Anytime you need to message clients about case updates or requests.

Basic steps

• Messaging → New Message (email or secure message)
• SMS requires the SMS module + client mobile in profile
• WhatsApp requires Admin setup + client WhatsApp number

Step-by-step instructions

Step 1:  Email & Secure Messages: Messaging → New Message → choose recipients → send

1. Click on messages in the top right corner of your eimmgration portal 
2. Select New Message on the right of the inbox 
3. Select the recipient
4. Send

Step 2: SMS (optional module): ensure mobile number is in the client profile → send SMS from Messaging

1. Admin installs SMS Module 
2. Ensure client's phone number is saved to their profile
3. Top Right Corner of eimmigration portal --> Click the WhatsApp logo for SMS (and WhatsApp) messages
4. Select New SMS
5. Select the recipient
6. Send

Step 3: WhatsApp Integration:

• Admin connects WhatsApp Business: Admin Tools → Application Settings → Messaging tab → Save
• Add client’s WhatsApp number (with country code) in the client profile → Save

1. Click WhatsApp Logo on Top Right of eimmigration portal → Click New WhatsApp Message → select client
2. If outside the 24-hour window, the system prompts you to send the approved consent template
3. When the client replies, a 24-hour two-way messaging window opens; it reopens anytime the client initiates later

Notes

• WhatsApp currently supports text only (images planned)
• Consent template is uneditable to comply with WhatsApp rules