Kenect is a communication and customer engagement platform that helps businesses obtain leads (e.g., a text widget on your website or phone number on a billboard), conduct video consultations, manage texts (including mass messaging) using your firm's main phone number and online reviews, and can also be used in coordination with LawPay. Kenect enables businesses to manage and track customer interactions, automate appointment reminders, and provide real-time customer support.
With this integration, your firm's Neos contacts will sync each hour (allowing staff to locate a contact and text from Kenect), create new intakes automatically from generated leads, and send customized text messages to your clients based on Case Dates or Intake Stage/Status. Received replies are added to the Messages Tab in Neos.
NOTE: Your firm must already have their offered service before activating the integration in Neos.
Contact Kenect to request a demo and pricing information.
To connect your firm's Kenect integration:
In Neos, navigate to Settings (on the left navigation pane) and click the Integrations button.
Select the Kenect tab.
Use the Staff field to select the Neos user email address that should be used to enable the Kenect integration.
NOTE: For security purposes, Neos recommends an integration-specific staff be created for enabling each integration (e.g., "Kenect Integration") and given the proper permissions. Add the following details to the Staff Profile for this integration-specific staff:
Full Name, e.g., "Kenect Integration"
Staff Code, e.g., "Kenect"
Job Title – Create a job title, e.g., "Integrations" in the Job Title Mini Directory that can be selected for this required field.
Time Zone, as applicable to your firm
First Name, e.g., "Kenect"
Last Name, e.g., "Integration"
Active – checked
Email Address, e.g., "[email protected]"
Password – meet minimum qualifications
Since the entered email address does not need to be connected to an Office 365 account, it is recommended to enter a dummy email address, such as "[email protected]". Once the integration-specific staff has been added, you must refresh Neos to see that staff in the "Email address to connect to" dropdown. Using this configuration, the integration-specific staff will not count towards your firm's billable users.
To limit the necessary permissions required for this integration, creating a separate integration-specific staff for each integration at your firm is recommended.
The Kenect Integration user should have full administrator permissions (enabled, add, modify, and delete) to General > Interfaces.
4. Click the Activate button.
5. When complete, the connected email of the selected staff will display.
6. Kenect will work with your firm to configure your account and portal with the Neos integration.
The connected staff/email can be disconnected by clicking the Disable button.
Syncing Messages to Case Notes
Kenect text messages will be posted as Case Notes in Neos. To accomplish this, firms must:
Assign a Matter (Case Type) to the message
Select a Case Note Topic in the integration setup screen
Case Notes in Neos
Inbound and outbound messages are distinguishable on the Case Notes Tab and provide a link to the Kenct conversation. Outgoing messages will be assigned to the Neos User that matches the one from Kenect.
Kenect messages are also visible from the Notes preview side pane.
Case Note Topics
Firms can use an existing Note Topic or create a new one exclusively for Kenect messages by going to Neos > Mini Directories > Note Topics > Add. Firms can use the desired Note Topic in the Kinect app integration setup screen.
Document Syncing
Attachments from Kenect messages are posted to the Documents Tab of a Case in Neos. To do so, the Kenect conversation must be assigned to a Neos Case.
Firms can enable or disable the document syncing feature in Kenect under Integration settings using the Disable Attachment Sync checkbox.
For questions using Kenect, contact their customer support at 888-972-7422.