Docs Core Concepts Clients
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Clients

Manage your client contact information, communication preferences, and linked cases.

What is a Client?

A client in Kayse represents a person associated with one or more of your cases. Each client record stores:

  • Name and personal information
  • Phone numbers (can have multiple)
  • Email addresses (can have multiple)
  • Physical addresses
  • Communication preferences
  • Linked cases
💡 Good to Know

A single client can be linked to multiple cases. This is useful for returning clients or clients with multiple matters.

Adding Clients

Clients can be added in several ways:

When Creating a Case

The most common way to add a client is when creating a new case:

  1. Create a new case
  2. In the client section, click Add New Client
  3. Enter the client's information
  4. The client will be automatically linked to the case

Standalone Client

You can also create clients without immediately linking them to a case:

  1. Go to Clients in the main navigation
  2. Click Add Client
  3. Enter the client's information
  4. Save the client record

Via Import

Import multiple clients at once from a spreadsheet. Go to Settings → Import and follow the import wizard.

Managing Contact Information

Multiple Phone Numbers

Clients can have multiple phone numbers. Each number can be marked as:

  • Primary — The main number used for outreach
  • Mobile — Can receive SMS messages
  • Home/Work — Alternative contact numbers

Multiple Email Addresses

Similarly, clients can have multiple email addresses with one marked as primary.

Addresses

Store mailing addresses for correspondence and document delivery.

Communication Preferences

Each client can have their own communication preferences:

Opt-In Status

Track whether a client has opted in to receive communications via:

  • SMS — Text messages
  • Email — Email messages
  • Phone — Voice calls

Opt-Out Handling

If a client opts out (e.g., by replying "STOP" to an SMS), they'll automatically be marked as opted out and won't receive further automated messages through that channel.

⚠️ Compliance Note

Always respect client communication preferences. Kayse automatically prevents messages to opted-out clients.

Viewing Client Information

Client List

The Clients page shows all your clients. You can:

  • Search for clients by name, phone, or email
  • Filter by various criteria
  • Export client data

Client Profile

Click on any client to see their full profile, including:

  • All contact information
  • Linked cases
  • Communication history
  • Activity log

Merging Duplicate Clients

If you have duplicate client records, you can merge them:

  1. Open one of the client profiles
  2. Click ••• menu
  3. Select Merge Client
  4. Search for and select the duplicate record
  5. Choose which information to keep
  6. Confirm the merge
💡 Note

When merging clients, all cases and communication history from both records are preserved and linked to the merged client.

Client Portal Access

Clients can access a self-service portal where they can:

  • View their case status
  • Complete assigned tasks and forms
  • Upload documents
  • Send messages

Portal access is managed through secure links sent via SMS or email. See Forms for more information about sharing forms with clients.

Best Practices

  • Keep information current — Update contact information when clients notify you of changes
  • Mark primary contacts — Always set a primary phone and email for outreach
  • Check for duplicates — Before creating a new client, search to see if they already exist
  • Respect preferences — Note client preferences for communication methods
  • Link all cases — Ensure returning clients are linked to all their cases