This can happen when a client has multiple casesWhen a current client has a new case you will need to opt their old case out of texting and opt in the new case in order to text your client through the most recent case.

Navigate to the closed case.

Click on the dark green dropdown in the top right corner of the case.

Select Text Opt-Out from the dropdown

A pop-up window will appear.

Check Yes, opt client out of receiving texts at this number.

Click Save.

The client is now opted out of texting in their old case.

Navigate to the new/open case.

Click on the dark green dropdown in the top right corner of the case.

Select Text Opt-in Required from the dropdown.
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A pop-up window will appear. Check the Text Opt-in box and confirm the client's cell number. Then click Save.
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Now the incoming client text messages will arrive in the new case.