Client Portal - Frequently Asked Questions

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 and new message notifications.

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.

File sharing

What types of files can I share?

Any file can be shared, such as videos, images, and PDFs.

Is there a file size limit for files sent from the Client Portal?

The maximum file size for an individual file and each file in a shared folder is 5 GB.

Is there a file size limit for files sent to my firm via the Client Portal?

If a client sends a file via the Client Portal website, the file size is limited to 100 MB. They may be able to exceed this limit on the Communicate mobile app, but it will depend on their mobile carrier. 

What is the maximum number of files I can send per message?

You can send 130 files per message. If you need to send more than 130 files, you will need to send multiple messages. Each folder you share via the Client Portal cannot contain more than 130 files.

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.

SMS messaging

Can I send or receive documents via SMS? 

You cannot send documents via SMS, and clients cannot send documents via SMS. However, they can access a link provided in your firm's SMS message to send the file through Client Portal.

Learn more about SMS messaging in Smokeball. 

Can I send an SMS message to a client who does not have an email address?

No.

Is there an additional charge to send SMS via the Client Portal?

No.

Can my client send MMS replies, such as images?

Yes, your client can send MMS replies. These will appear in your conversation as an attachment.

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.

Events

Can I invite outside parties to calendar events?

Yes. Learn how to invite parties to an event through the Client Portal.