communications - fax

  • Updated

Overview

Use Fax to send and receive faxes directly within your Cases and Intake workspaces. This feature eliminates the need for external Fax services and automatically saves delivery records; use it to communicate with courts, medical providers, and opposing counsel while keeping all records in one place.

 

Features & Definitions

  • All Faxes: A central list displaying all inbound and outbound faxes where the user has access to, searchable by Status, Direction and Date.  
  • Unassigned: A dedicated view where unassigned inbound faxes are queued, so you can review and assign them to the correct Project or Lead.  
  • Auto-association: When the sender of an inbound Fax matches an existing contact and there is only one active Project or Lead for that contact, the platform automatically assigns the Fax to that contact.
  • Cover page: A dynamically generated page included automatically with every outbound Fax. It includes sender and recipient metadata, date, time, and your custom message.

 

How to send a Fax

  1. Navigate to Cases or Intake workspace depending on where you are sending the Fax from.
  2. Click the + button in the top navigation bar and select SEND FAX.
  3. In the setup panel, complete the required information described on the following steps to format your cover page and route the document.
  4. From: Shows your sending Fax number (as per the platform configuration).
  5. Leads / Projects: Verify the correct record is selected: 
  • Select Project when initiating the process from Cases. 
  • Select Lead when initiating the process from Intake.
  1. To: Select the recipient's Fax number.  
  2. Files: Click to attach your documents.
You must select either a Lead or Project before you can add a file.
  1. Subject: Enter the subject line for the Fax cover page.
  2. Cover Page: Type any additional information for the recipient.
  3. Click SEND.

Expected Result: The platform dynamically generates the cover page, merges it with your attached files, and queues the Fax for delivery. The final status is displayed in Communication > Fax tab, inside the Cases or Intake workspace where the Fax was sent from. Additional Fax status can be included in Activity Feed by platform configuration.

 

View a cover page sample

Every Fax sent from the platform automatically includes a cover page. It never exists as a standalone document in your workspace because it is dynamically generated and merged with your files during transmission.

Your recipients will receive a cover page formatted as shown in the visual reference below: 

Cover page sample

Date & Time: mm/dd/yyyy hh:mm:ss
Recipient name: Recipient NameRecipient number: +x xxx xxx xxxx
Sender name: Sender NameSender number: +x xxx xxx xxxx

Subject | Testing Fax:

<p>Description | Texting Fax</p>

The generated page will always display:

  • Date & Time.
  • Recipient name and number.
  • Sender name and number.
  • Subject and Description (this is populated directly from the text you enter into the cover page field).

 

How to find a Fax in the global log

  1. Select Cases or Intake from the left navigation menu.
  2. Open Communication and navigate to the Fax tab.
  3. Select ALL FAXES to view Fax activity.
  4. Apply the Status, Direction and Date filters to locate the specific entry.
  5. Open the Fax to see the document.  

Expected Result: You find the required Fax without needing to navigate to individual records.

 

How to triage an unassigned Fax

  1. Select Cases or Intake from the left navigation menu.
  2. Open Communication and navigate to the Fax tab.
  3. Select UNASSIGNED to view the queue.
  4. Open the Fax record in a new tab to see the document.  
  5. Assign the Fax to the correct Project or Lead.
Triage an unassigned Fax requires additional permissions set granted by your platform administrator.

Expected Result: The Fax is removed from the queue and is displayed on the assigned record.

 

How to view Fax details and activity

  1. Select Cases or Intake from the left navigation menu.
  2. Open Communication and navigate to the Fax tab.
  3. Select ALL FAXES to view Fax activity.
  4. Click on any field for a specific Fax record in the list.
  5. Review the DETAILS tab for sender/recipient information, the attached file, subject, and cover page content.
  6. Click the ACTIVITY tab to view the granular status updates provided by the Fax service.

Expected Result: You can see the complete history and specific states of the Fax transmission.

 

Use Cases

  • To submit court filings or communicate with opposing counsel during a mass tort litigation, keep all official correspondence tied directly to the relevant record file.
  • When you need to send medical records to an insurance adjuster for a personal injury claim by ensuring the delivery confirmation is recorded automatically in the project.
  • When an inbound Fax arrives from an unrecognized number and must be manually assigned to the correct record, use the Unassigned function.

 

Notes

  • Neostella automatically merges multiple attached files into a single PDF before transmission.  
  • To ensure reliable delivery, the total size of your attached files must not exceed 49 MB. 
If the file size limit is exceeded, you will see a size exceed error message.