Getting started with Matter
Use this path when a workspace is new or when a practice wants to confirm the setup before sending customers into the portal.
1. Confirm the workspace basics
Open the Matter agent portal and check:
- Team: staff who need access are in the workspace.
- Portal Settings: the customer-facing name and branding look correct.
- Outgoing Email: the practice mailbox is ready if the team will send updates from Matter.
- Document Storage: the storage destination is connected if uploaded files should be copied to an external document store.
You can replay setup guidance from Setup & Tours in the agent portal.
2. Create contacts and organisations
Create the people and organisations before opening the case if you already know them. That makes the case easier to assign and keeps customer access clean.
For migration matters, this usually means the primary applicant, sponsor contact, employer, or family members who need to be referenced by the case.
3. Create the case
Go to Cases and choose New case.
Pick the closest case template, then complete the main case details. A good template should set up the expected subjects, customer access, document areas, and starting document requests.
4. Check access before sharing
Open the case and review who can see it.
Most cases should grant customer portal access only to the primary applicant and any sponsor contact who needs to act. Other people can still be referenced by the case without receiving portal access.
5. Review document requests
Open the case Requests section. Confirm the requests are right for the case before asking the customer to upload anything.
Add, remove, or adjust requests if the template does not match the matter. Request templates are starting points; the live case should reflect what the team actually needs.
6. Send the customer to the portal
When the case is ready, send the customer their portal access. The customer portal shows the case, open requests, and files they are allowed to see.
The customer does not need to understand Matter’s internal setup. They need clear requests, clear upload instructions, and a visible next action.