Using Investigative Report Data in Kayse

Sometimes a law firm loses contact with a client because the client moved, changed phone numbers, or passed away. In those situations, firms may use investigative report services such as TransUnion (TLO), LexisNexis, or similar vendors to find updated contact details.

This guide explains what that data can and cannot be used for inside Kayse.

Important

Just because a firm can lawfully obtain investigative report data does not automatically mean that data can be used for automated calls or texts through Kayse. Data access and consent to contact are separate issues.

Why This Matters

Law firms still need to deliver settlements, share case updates, and close matters properly when clients become hard to reach.

Kayse supports compliant outreach, but only when the correct workflow is followed:

• Use self-healing first when the data belongs to the original client.
• Use the OBO (On Behalf Of) workflow when the firm needs to communicate with a properly consented third party such as a family member or estate representative.

The Golden Rule

Kayse is designed to contact the actual client who signed the retainer or a properly consented OBO contact tied back to that original case.

Always OK

If an investigative report gives you a new phone number for the same original client, use Kayse's self-healing workflow to verify the number belongs to that client before outreach.

OK With Proper Steps

If the client is deceased or permanently unreachable, a family member or estate representative may be contacted through Kayse only after the firm makes first contact outside of Kayse, gets consent, and imports that person as an OBO contact.

Not OK

Do not bulk import relatives, neighbors, associates, or other third-party numbers from an investigative report and start calling or texting them through Kayse. That creates opt-in and compliance risk.

Quick Reference

Scenario	Can it go through Kayse?	What to do
Client is alive, and a new number was found for that same client	Yes	Use self-healing first to verify the number belongs to the client, then continue outreach.
Client is deceased, and the firm needs to reach family about a settlement	Maybe	The firm must first contact the family member outside Kayse, get consent, and import them as an OBO contact.
An investigative report lists many relatives or associates	No	Do not use Kayse to cold-call or text those people. Get consent first or handle first outreach outside Kayse.
A family member already agreed to receive updates	Yes	Import them as an OBO contact, tie them to the original case, and document the consent.
The firm wants to use Kayse as a skip-tracing tool	No	Kayse is for known, consented contacts, not bulk outreach to unknown third parties.

Special Case: Deceased Clients and Settlement Delivery

When a client passes away, the firm may still need to communicate with the estate or next of kin. The compliant workflow is:

1. The firm obtains the investigative report and identifies the appropriate contact.
2. The firm makes the first contact outside of Kayse. This first outreach should not go through Kayse's automated communication tools.
3. The firm gets consent from that person to receive future communications.
4. The firm imports the person into Kayse as an OBO contact, with the original client and case clearly referenced.
5. The firm continues case-related communication through Kayse.

Pro Tip

Always document the consent chain. Your team should be able to explain how the OBO contact entered the system, who obtained consent, when it happened, and which original case the contact belongs to.

Use Self-Healing First

Before loading a new phone number from an investigative report, always try Kayse's self-healing workflow first.

Self-healing helps you:

• Verify that the number still belongs to the original client
• Avoid contacting a stranger who inherited an old recycled number
• Reduce wrong-party outreach and compliance risk

Why self-healing matters

Phone numbers get reassigned over time. A number that belonged to your client two years ago may belong to someone else today. Self-healing helps prevent accidental outreach to the wrong person.

How to Import OBO Contacts the Right Way

When a third party has been properly consented, make sure the record includes all of the following:

• Reference the original client so the contact is clearly tied to the correct case
• Note the relationship such as spouse, child, caregiver, or estate representative
• Document consent including when it was obtained, how it was obtained, and who documented it
• Mark the contact as OBO so your team knows this is not the original retainer-signing client

For a walkthrough of the feature itself, see OBO (On Behalf Of) Features.

Do not skip these steps

Importing a third-party contact without consent documentation can be treated like an opt-in violation. That puts both the firm and Kayse at risk.

Vendor Terms and Sensitive Data

Investigative report vendors have their own terms and conditions for how data can be used. Those terms are between the firm and the vendor, and they should be reviewed before using the data for outreach.

Keep these rules in mind:

• Review the firm's vendor agreement to confirm whether outreach use is permitted
• Even if the vendor allows the data to be used, TCPA and DNC rules still apply
• Treat investigative report data as sensitive and use it only for its intended purpose

Frequently Asked Questions

Can we load every number from a TLO or TransUnion report into Kayse?

No. Only numbers that belong to the original client should be used directly, and even then the firm should verify them through self-healing first. Third-party numbers require separate consent before they can be used in Kayse.

What if the firm says it has permission to use the data?

Permission to obtain data from a vendor is not the same as consent to contact someone through an automated platform. Both need to be considered separately.

What if a client passed away and the family needs settlement information?

The firm should make first contact outside Kayse, get consent, and then import the family member or estate representative as an OBO contact connected to the original case.

Can the firm call relatives directly on its own?

That is a question for the firm's own legal and compliance process. This guide only covers what should and should not go through Kayse.

What if we accidentally contact the wrong person?

This is one of the main reasons to use self-healing first. It helps verify that the number still belongs to the intended client before outreach happens.

Bottom Line

• Kayse is for the original client or a properly consented OBO contact, not a broad list of investigative-report contacts.
• Use self-healing first whenever the data may belong to the original client.
• If a third party needs to be contacted, get consent outside Kayse first and then import them through the OBO workflow.

If you are unsure whether a specific outreach path is appropriate, review the firm's compliance process and contact the Kayse support team before launching outreach.