Setup

Most Matter setup happens in the agent portal. The goal is to make the workspace ready before customers are invited into cases.

Team

Add staff who need access to the agent portal. Use roles deliberately:

• Admin users can configure workspace-level settings.
• Agent users can work on cases and documents.
• Read-only users can view work without changing it.

Keep team membership current. Access problems are easier to prevent than to clean up later.

Portal settings

Portal settings control the customer-facing name and branding. Review this before sending customer invitations.

Check the portal name, logo, wordmark, and colours. Customers should feel they are in the practice’s portal, not a generic upload site.

Outgoing email

Outgoing email controls the mailbox and templates used when staff send customer updates from Matter.

Set this up before the team relies on Matter for customer communication. If email is not ready, staff may fall back to inboxes, which breaks the case history.

Document storage

Document storage controls where Matter sends uploaded or generated files outside the application.

Connect the destination the practice actually uses. Then test with a small case before relying on it for live work.

Notifications

My Notifications controls the current user’s notification preferences. Use it to reduce noise without missing case work that needs attention.

Workspace-level notification behaviour should be reviewed separately when the team changes how cases are triaged.

Templates and request library

Templates control how new cases start. Review them before opening a new category of work.

Use Case Templates for the case structure and Request Library for reusable document requests.

Advanced setup

Advanced setup contains lower-level configuration such as case types, workflows, form definitions, field definitions, and value categories.

Most users should not need these pages often. Change them only when the team understands the effect on templates, forms, and live case data.

Setup checklist

Before the first live customer case:

• Team members have the right access.
• Portal branding is correct.
• Outgoing email is ready or the team has chosen not to use it yet.
• Document storage is connected if required.
• Case templates and request library entries match the team’s starting workflow.
• A test case has been created and checked from both the agent and customer portal.