How to reply to a Information Request
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- To respond to a Information Request, we will send the client an email or give them a call, but first:
- Open the appropriate case.
How to reply via email
- Head to the "Timeline" located on the right.
- Click on the "+" symbol.
- Select "Email".
- Enter any information related to this Information Request in the email. When completed, click "Send".
- Inside the "Timeline" section, any records completed to the case will be placed here. The email that we just sent is recorded here.
How to reply via phone, and add notes
- In the "Summary" section, you will find the client's phone number.
- Head to the "Timeline" located on the right.
- Click on the "+" symbol.
- Select "Note".
- If you have any notes on the phone call or information about the case, enter them here.
- Once complete, click "Add Note".
- Inside the "Timeline" section, any records completed to the case will be placed here. You can read the note that was added here.
- Once the Information Request is complete, click "Resolve Case".
- In the "Resolution Type" drop down, select the appropriate one.
- Enter the "Resolution" that was reached.
- Click "Resolve" once completed.
