From the first inquiry to the signed engagement letter
AgentThe intake agents do the admin, from the first inquiry to the open matter, and keep your Clio pipeline current.
Your team’s part: the calls, then a few replies in Outlook or Teams: one line after each call, the lawyer’s consult note and OK, and pressing Send. The agents only write to people at your firm, so any email to a client is drafted for your team to send.
- 3missed callbacks caught
- 2unsigned letters chased
- 0pipeline cards moved by hand
In the sample run
See every step of this intake
Your intake pipeline in Clio, kept current by the agents
0 cards moved by hand in the sample run
- An inquiry arrivesNew inquiry
- The callback is bookedCallback bookedNo call recorded: your team is reminded3 missed callbacks caught in the sample run
- Your team’s one line after the callConsultation booked
- The lawyer’s consult noteConsultation call made
- Your team sends the letterEngagement letterStill unsigned: your team is reminded2 unsigned letters chased in the sample run
- The signed letter comes backHired
AgentAn agent does the step Orange: a person at your firm acts or decides
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Agent
Every new inquiry picked up, from each of your sources
Your website form and calendar, your shared inboxes and reception’s phone notes.
Clio: New inquiry
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Agent
Checked for conflicts in Clio, before anything is written
Every inquiry in an area your firm handles is checked. One outside your practice areas gets a call sheet with a referral, for the decline call.
A possible conflict: on hold for the head of the group, with the managing partner copied
Nothing is drafted, the agents tell no one else, and the card in Clio shows only the name.
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Agent
A callback brief, emailed to whoever makes the call
What they need, from their own message, and the questions your intake rules ask.
Clio: Callback booked
Outlook · another potential clientFrom the sample runYou: Call her Monday at 9:00 AM at (614) 555-0177. Ask the five questions below, then reply to this mail with one line.
- What Kayla Brennan needs
- A written parenting schedule for her two children (9 and 6). She and her ex split up last year and have been going week to week, and that is no longer working.
- What to ask on the call · question 3 of 5
- Which county she and the children live in.The family group takes central and western Ohio; western counties go to Nathan Oyelaran in Dayton first.
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After the call: one line, in Teams or by email
Whoever made the call
Replies “1 fit”, “2 not a fit” or “3 not called yet”
“1 fit” books the lawyer’s consultation in Clio’s calendar, and the lawyer gets a consult prep by email.
Clio: Consultation booked
If it stallsNo call recorded by the next morning: your intake team is reminded in Teams, each morning until a call is recorded.
Teams · Intake channelSampleIntake agentWednesday, 8:00 AM
Donnelly (family) booked a callback for Tuesday, October 20, 11:00 AM. No call is recorded in Clio. Reply 1 fit (group, fee type, the consultation’s date, time and lawyer), 2 not a fit (reason), 3 not called yet (when).
Terrence VaughnWednesday
1 fit, family, flat fee, consultation Thursday, October 22, 2 pm, Joanne Pryce
Intake agentWednesday
Noted: 1 fit, family, flat fee, consultation Thursday, October 22, 2 pm, Joanne Pryce.
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Agent
Your engagement letter template, filled in from the lawyer’s consult note
The ruleAnything the note doesn’t say stays blank for the lawyer. Nothing is guessed.
Clio: Consultation call made
The lawyer
Reviews it, from the email at the top of this page
Replies “Approved”, or the change, in Outlook
Your intake team
Reviews the cover email, drafted in your shared mailbox, and presses Send
Clio: Engagement letter
If it stallsStill unsigned after the days you set: your intake team is reminded in Teams.
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Agent
Once the signed letter is back: the card moves to Hired, and the matter opens in Clio
DoneEvery step left a note on the card, so the whole intake is in one place, and your monthly intake numbers can be counted straight from Clio.
Clio: Hired
