My five favourite Matterping features, by Ian, VP of Matterping

I get asked a lot which part of Matterping I'd show a firm first. Honestly, it changes depending on who's in the room: a head of conveyancing cares about different things from a practice manager or a managing partner. But there are five features I come back to every time, because they're the ones that make the biggest difference to a firm's day and to how its clients feel. Here they are.

1. One click to update the client

This is the heart of it. When a fee earner finishes a stage, they click Complete, and the client gets a plain-English WhatsApp message saying what's just happened and what happens next. That's it.

What I love is the moment just before it sends. The fee earner sees exactly what the client will read, and can tweak the "what happens next" line for this particular client. So you get the consistency of a template, written once and reviewed by the firm, with the personal touch when it matters. No drafting emails, no phone tag, and no client left wondering whether anything is happening.

2. Every No goes straight to a person

Pulse is our newest feature, and the one I'm proudest of. It asks clients a quick Yes or No question at the start, midway and at the end of their matter. One tap to answer.

The part that matters is what happens next. The moment a client says No, your nominated reviewer gets an email with the client, the matter and who's handling it, and the client is asked what you could do better, in their own words. That No then sits in a review queue until someone has dealt with it.

Most firms only find out a client was unhappy when they complain. Communication and delay are the most common issues clients raise with the Legal Ombudsman (46% of complaint types in 2025/26, Legal Ombudsman, 2025/26 annual complaints data). Pulse gives you the chance to pick up the phone while the client is still with you. More about Pulse.

3. Replies that land on the right file

Clients can reply to any update, and they do. A reply goes straight onto their matter, the matter is flagged so the fee earner notices, and the client gets a short acknowledgement so they know it arrived. If a reply can't be matched (a new number, say, or a matter that's closed), it goes into a shared inbox where someone can assign it in one click.

It sounds simple, but it's the difference between WhatsApp as a tidy business channel and WhatsApp as a mess of messages on fee earners' personal phones. Everything stays with the firm, on the file.

4. Thoughtful by default

A few small things, all designed so Matterping never makes a firm look careless:

• Quiet hours. If someone ticks off a stage at nine in the evening, the update waits until the morning.
• No backlog blast. When a firm switches Pulse on, existing clients aren't all messaged at once. Only check-ins that fall due from that day go out automatically.
• A switch for sensitive matters. Any matter can have feedback questions turned off, which matters in probate and family work.
• Text message backup. If WhatsApp can't deliver, the same update goes by SMS, so no client misses out.

5. Templates that never rewrite history

This one is a bit behind the scenes, but I think it's clever. Each matter type has its own stages and wording, so a purchase, a sale, a remortgage, a probate or a divorce each gets the right updates. When a matter opens, Matterping copies that wording onto the matter. So if you improve a template next month, new matters get the better version, and nobody's existing matter changes underneath them.

Combined with consent records (who agreed to WhatsApp updates, how and when) and a full audit trail, it's the kind of record keeping a regulated firm needs. More on WhatsApp, the SRA and GDPR.

Why it all matters

Most of the work firms sell this way is fixed fee: conveyancing, probate, wills, divorce. On a fixed fee, every "any news?" call is time you're never paid for. Keep clients informed and those calls drop, the team gets on with the work, and clients leave happier. Happier clients leave better reviews, and better reviews win the next client.

If you'd like to see what it could mean for your firm, try our savings calculator, or book a demo and I'll happily show you my favourites on your own phone.