MyCase keeps case details, contacts, tasks and notes in one place. Agents can read that context so a client chat answers from the file, create a contact after an intake call and add a note summarising what was said. If a deadline or task changes, the agent can pick up that change and act on it. The exact fields and triggers are agreed in the blueprint.
A practical first use is intake to matter. After a call, the agent records the caller, their issue and the consultation time in MyCase, so the team sees one tidy entry instead of a voicemail and a scribbled note. It is small, and it removes a lot of re-typing.
Agents work through the same records your staff use, so the team does not need a separate system. The activity log shows which entries were created by an agent. A paralegal can correct anything that looks wrong, and we use those corrections to refine the rules.
Check that case statuses and contact types are used the same way across the firm. Decide who in the firm will own the connection and review the first week of agent activity. If clients already use a portal or messaging, tell us so the agent complements it rather than creating a second place to look.