# Frequently asked questions > Short answers to the questions funeral directors ask most, each with a link to the guide that covers it in full. Short answers to the questions we hear most often. Each one links to the guide that explains it in full. ## Getting started ### How do my colleagues get access to Lethra? By invitation. Under **Your Company**, open the **Members & billing** tab and, under **Pending invites**, either send an invite by email or choose **Create invite link** to send the link yourself. See [Team and access](/docs/setup/team-and-access/). ### I am joining a firm that already uses Lethra. Should I sign up? No. Wait for the invite from your firm. If you sign up instead, you end up in a separate workspace of your own. See [Signing in and your workspace](/docs/getting-started/signing-in/). ### I chose Finish later during setup. How do I get back to it? The setup does not come back on its own. Pick it up again from **Your Account** with **Continue setup**. See [Setting up your funeral home](/docs/getting-started/setting-up/). ### What is the difference between a case, a lead and a contact? A **case** is one record per deceased person, listed under **Cases** in the sidebar. A **lead** is a family who has been in touch or started a plan; you find them under **Growth**, in the **Leads** tab, and you turn one into a case with **Create case** once you take on the funeral. **Contacts** is the list of every person your funeral home deals with, whether they are on a case, a lead or a newsletter subscriber. See [What Lethra is](/docs/getting-started/what-lethra-is/) and [Contacts](/docs/communication/contacts/). ### What do I need to fill in to open a case? Only the first and last name are required. Add the primary contact's email as soon as you can: it is where the family portal invite goes, and the address the agent writes to. See [Creating your first case](/docs/getting-started/first-case/). ## The agent and approvals ### Will the agent email a family without my approval? Not by default. The agent drafts and a person approves. A firm can let it send to families on its own with the **Family emails** switch, in the **Agent email** section of the **Company** tab under **Your Company**. It is off by default. See [Working with the agent](/docs/getting-started/the-agent/). ### Which address do the agent's emails come from? Either your own Gmail, once you connect it under **Your Account** with **Enable email sending**, or the agent mailbox. Each draft shows which one it will use, and you can switch with **Use my Gmail** or **Use agent mailbox**. **Save as rule** remembers your choice for that kind of email. See [Working with the agent](/docs/getting-started/the-agent/). ### An email did not go out. What should I do? It comes back to the inbox as **Email did not go out**, with the reason. Choose **Retry** to try again. If it bounced, the address is probably wrong: check it on the case, then ask the agent to send it again. See [The inbox, in depth](/docs/communication/inbox-in-depth/). ### How do we avoid two people calling the same family? On the inbox item, choose **I'm on it**. Your name appears on the item for everyone, and **Let go** takes it off again. See [The inbox](/docs/getting-started/the-inbox/). ## Families and the portal ### What can a family see in the portal? Only their own case, and only the parts you share. They never see your other cases, your inbox, your internal notes, prices, or anything in Growth, Leads, Ads or Calls. See [Sharing with the family](/docs/getting-started/family-portal/). ### Why can't I see the Invite Family button? It only appears once the portal is turned on for your firm. Under **Your Company**, open the **Portal** tab and switch on **Enable Family Portal**. See [Family portal settings](/docs/setup/family-portal-settings/). ### The family has no email address yet. Can I still invite them? Yes. Without an email on the primary contact, **Invite Family** copies an invite link instead, so you can send it yourself in your own message. See [Sharing with the family](/docs/getting-started/family-portal/). ### A family member says they cannot sign in. What is wrong? Usually they are trying the staff sign-in. The portal has its own address, so send it to them again. See [Sharing with the family](/docs/getting-started/family-portal/). ### Can I remove a family member's access? There is no button for that yet. Turning the portal off stops new invites, but does not take away access someone already has. Ask Lethra to remove it. See [Family portal settings](/docs/setup/family-portal-settings/). ## First Call and the phone ### Does the phone receptionist answer outside opening hours? Only if you have turned on after-hours coverage. Otherwise, a call outside your hours is forwarded to your configured number, or hears a short closed message if no number is set. See [The AI phone receptionist](/docs/communication/phone-receptionist/). ### Can First Call tell visitors our prices? Yes, if your prices or packages are in your company knowledge or on your website, and it adds that your team gives an exact quote. It never makes up, estimates or negotiates a price. See [First Call, the website chat](/docs/communication/first-call/). ### What happens when someone tells First Call that a person has just died? It asks right away whether your team should call, and gives your phone number. If the family leaves a phone number or email, your team is alerted straight away and an urgent item appears at the top of the inbox for everyone at the firm. See [First Call, the website chat](/docs/communication/first-call/). ## Documents ### How do I share a document with the family? On the case's **Documents** tab, turn on the share toggle next to the file. A check mark means the family can see it. A document is never visible just because the agent prepared it. See [Documents](/docs/documents-hub/documents/). ### Can I import our existing Word documents? Yes. Use **Import Word file** on the Documents page and choose **A new document** or **A reusable template**. Files can be up to 15 MB. See [Documents](/docs/documents-hub/documents/). ## Growth and eLys ### Can Lethra spend money on ads without me? No. A campaign spends nothing while it is a draft, and arrives on the platform paused even after you publish it. It only starts spending once you click **Start delivery** and confirm. The agent never sets a campaign live. See [Ads](/docs/growth/ads-and-campaigns/). ### Why don't I see eLys? eLys only appears for firms registered in the Flemish Region, and only once Lethra has switched it on for your firm. If you do not see it, ask Lethra to turn it on. See [Connecting eLys](/docs/elys/connecting/). ### Does Lethra submit the inlichtingenfiche for me? No. Lethra searches, links, compares and imports on your behalf, and can prefill the draft. Submitting the inlichtingenfiche, and every change after that, is always done by a person at your firm. See [eLys for Flanders](/docs/elys/overview/). Source: https://lethra.ai/docs/getting-started/faq/