Have a question about Client Portal features and functionality? This FAQ and troubleshooting guide may help answer your queries.
Files sent via the Client Portal
Is an attached file in the Client Portal a copy or a link to the original file in the matter?
The file is copied from Smokeball to the Client Portal system. If you update the original file in Smokeball, the changes will not update in the Client Portal.
Client Portal Conversations
Can I send messages in a foreign language?
Yes - we do not alter the message in any way.
Can clients see if I have read their messages?
No - this is intended behaviour based on feedback that internal staff members do not wish for clients and external users to see read receipts (the initials of who read the message).
Using the Client Portal
Why does my client need an email address when using the SMS option?
An email address is needed from the client in order to create them in our system. An email address is also needed for Multi-Factor Authentication, new message notifications, and access to the Communicate App.
What is my file upload limit?
Users of your firm can upload files of any size to the Client Portal using Smokeball's desktop app, Communicate App, or Web Portal.
What is my client's file upload limit?
Your client can upload up to 100MB on the Communicate App or via the Web Portal.
What is the maximum number of files that can be sent at one time?
130 is the maximum number of files that can be sent at one time.
Is it possible for a Firm Admin to access all Client Portal messages?
The Client Portal does not have explicit user permissions. Any user can use the search functionality to find information in any conversation EXCEPT direct messages, which are private and honour Smokeball matter permissions.
Therefore if a matter is restricted to certain lawyers in a firm then other lawyers will not have access to that conversation (internally or externally).
If a client cancels with us, can they still view the documents we have sent to them?
The (ex) client should still have access to the conversation and documents, but the lawyers and staff from your firm will be removed from the conversation.
Are conversations in the Client Portal permanently stored on Smokeball servers?
Yes - we never delete any conversation.
If a client sends a Client Portal message, will there be a corresponding email sent?
If a message is sent in the Client Portal for a new conversation, then a welcome email will be sent to each client in the conversation.
If a subsequent message is sent in the same conversation, an email is sent to all clients who have not looked at that message in the Client Portal within 15 minutes.
Downloading messages
How do I export a conversation into a PDF?
It is not possible to export conversations into a PDF, but they can be exported into a CSV format. This can be opened in Excel and saved as a PDF.
- Open the matter, then navigate to the Messages tab.
- Select the three dots in the top-right corner of the conversation.
- Select Export Conversation To Matter.
- Navigate to the Matter tab and find the exported conversation in the Documents section.
Client Portal SMS
What is the SMS sender ID and is it unique to the organisation or Smokeball?
The SMS sender ID is unique to Smokeball, displayed in a word format and not as a particular phone number.
What is the SMS provider we use?
We use Twilio.
If a client sends a message in the Client Portal as an SMS does it also send the message via the Client Portal?
Yes, you will be able to see the SMS in the Client Portal.
Can I send an international client an SMS from the Client Portal?
No - we cannot guarantee that SMS will be sent to international numbers, therefore this feature is unavailable in the Client Portal.
Can a firm use the Messages SMS feature on internal staff?
At the moment the SMS feature is just for people external to Smokeball.