Where to see Merlin Engage activity
Matter Activity Timeline
Every step Engage takes on a specific matter (lead scored, message drafted, message sent, fields updated) shows up here, marked so you can tell it came from an agent rather than a person.
Message Center
Full Engage conversations appear right alongside your regular SMS threads, visually marked as agent-generated.
Activity Hub
This is the best place to review activity across your whole firm at once. View by matter or by activity, and filter across both Merlin Qualify and Merlin Engage. This is where you'll go to approve or review messages waiting on you:
Manually starting a conversation
Need Engage to reach out on a lead that came in before it was turned on, or want to test it on a real number? Open the matter's details and look for the option to manually start an Engage session:
Stopping a conversation
You can stop an active Engage session at any time from the matter, or from the Activity Hub. When you click "Stop Engagement," you'll see a confirmation request. Once stopped, Engage won't resume on that matter unless it's manually restarted.
Notifications
Supervisors can be notified (in-app and email) for:
Message needs approval
Engage reaches the following outcomes:
Escalation
Agent Message limit reached
Lead Not Qualified
Lead Opted Out
Lead Unresponsive
Or an error occurs
Troubleshooting common issues
Issue | Likely cause |
No matter available to test in the Test Agent tab | This can happen on newer accounts that haven't run Merlin Qualify yet. Run a Qualify test first (even to an Inconclusive result) to populate a matter you can test Engage against. |
A lead's follow-up messages aren't going out | Check your quiet hours settings — follow-ups to unresponsive leads only send during your configured window. |
A message needs approval and I don't see it | Check the Activity Hub, not just Message Center — pending approvals live there. |