Format A: Regular Enquiry

1. The clientClient completes a service form on the Advocate Abroad website for a specific serviceEnquiry categoryType such(for asexample, Property PurchasePurchase, Divorce, Tax, Immigration, Business Formation, Administrative procedures), Divorce,with Tax,client‑side Immigration,validation Business Formation or Administrative procedures.
2. The website validatesof required fields, such as name, email, phone, enquiry textemail and consent,phone formats, and postsGDPR consent.
3. On submission, the website POSTs the form data to a dedicated form endpoint configured inLaravel endpoint; Laravel captures the Laravelsubmission adminURL, system.matches it against the Enquiry Type routing table, derives the country from URL or domain, and prepares to create a BackOffice lead.
4. Laravel maps the submission URL and payload to an Enquiry Type and countrycountry; usingon its routing table, andstaging, this mapping is first confirmed in the staging environmentvalidated by submitting test enquiries and verifyingchecking that the resulting BackOffice recordsrecord showshows the expected Enquiry Type,Type, jurisdiction and initial status.
5. BackOffice creates a new client record with status New Enquiry, populates Enquiry Type, country, Enquiry Date, Last Activity Date, and fills the Enquiry Details tab with the original enquiry text, while exposing the standard tab layout:layout Overview,(Overview, Enquiry Details,Details, Strategy Guide,Guide, Emails,Emails, Messages,Messages, Documents,Documents, Payments,Payments, Additional Services,Services, Tasks,Tasks, GDPRGDPR, and Updates RecordRecord).
6. The new record’s statusAutoassign is setattempted according to Newconfiguration, Enquiry,but in current production any effective assignment is manual: if no trusted automatic assignment is in place, admin chooses an Assigned User on the EnquiryOverview Typetab and countrysaves; fieldsif areno populated,assignment is made or autoassign fails, the originalrecord enquiryenters textan appearsNPD in Enquiry Details, and the Enquiry Date and initial Last Activity Date are stored.state.
7. If autoassign can immediately select a professional, the Assigned User field is also populated at this point.

3.2 AutoassignmentAutoassignment, manual assignment & NPD handling

1. ThereAutoassign logic (as designed) filters eligible users by profession, country coverage, active status and capacity, scores them by performance and workload, and selects the best candidate; if implemented, it updates the Assigned User, logs the change in Updates Record and sends a notification.
2. When autoassign finds no eligible user or a technical error occurs, the client is currently no fully implemented or trusted automatic lead assignment in production; any assignment that appears in BackOffice has been made manually by an Admin (or equivalent) choosing an Assigned User and saving the record.
3. Laravel can compute a suggested assignee (candidate professional) for a lead based on routing configuration, but this suggestion is advisory only, is not automatically applied, and is considered deficient and not reliable for operational use.
4. All leads that are not explicitly assigned by a human must be treatedflagged as effectively unassigned; NPD states (e.g. NPD – Awaiting Assignment)Assignment, area usedwarning tobanner makeappears, theseUpdates casesRecord visiblenotes the failure, and the lead surfaces in NPD-focusedAdmin admindashboards viewsand rathersummary thanemails leavingfor themmanual silently orphaned.action.
5. Admin assignsperforms leadsmanual manuallyassignment by selecting an Assigned User from the Overview tab bydropdown; choosing an Assigned User fromif the dropdown; confirmation popups may highlight issues such as assigning to achosen user who is Out of OfficeOffice, anda canwarning offerpopup optionsappears suchoffering asto extendingextend NPD deadlines or sendingsend an immediate notifications.notification before saving the assignment and updating Updates Record.
6. AnyReferences referencesto “autoassign” in this document or the WikiRegular toEnquiry autoassign describe planned or intended future behaviour only; for current reality, wordingcontext should be interpreted as “Laravel proposes a suggested assignee; Admin must confirmconfirms or overrideoverrides and save the assignmentsaves manually in BackOffice.”BackOffice” until fully automatic, trusted assignment is deployed.

3.3 User contact & Strategy Guidequotation (Created Lead)

1. The assigned professional is expected to contact the client promptly, typically by telephonephone as the firstprimary channelchannel, and thenfollowed by email ifwhere calls are unsuccessfulfail or ifwritten communication is preferred, with outcomes recorded in the clientAll prefersActions writtenworkflow communication.
as
2. Callnon‑answer, resultswrong person, phone issues and first-contactsimilar attempts may trigger standard “we tried to reach you” messages, and the All Actions workflow can automatically record outcomes such as non-answer, another person answering, or phone issues, often combined with follow-up emails.codes.
3. In the Strategy Guide tab, the user selects an appropriate strategyStrategy andGuide quotationand, profilewhere configured, associated Quotation Profiles for the Enquiry Type, and country, then customises questionsquestions, proposals and proposals,fees andto recordsreflect keythe informationclient’s that will later appear in offer or consultation emails.scenario.
4. ChangingWhen a workable proposal exists, the main status is moved from New Enquiry to Created LeadLead, generallyoften requireswith a confirmation that a Strategy Guide exists or that a suitableequivalent quotation or plan has been prepared, and Created Lead indicatessignalling that the enquiry has been qualified and thatis ready for a concrete proposal can be presented to the client.proposal.
5. From Created Lead,Lead, the professional can sendsends an offer or quotation email using(or, thein StrategyDirect GuideService content,contexts, a structured Direct Service offer) specifying the scope of services,scope, fees, payment structure and next steps,steps; the email is stored in the Emails tab and this email formsbecomes the basis for deciding whether the case continues as a full Regular Enquiry,Enquiry, a Paid Consultation-Consultation‑only engagement, a Direct Service,Service, or is later eliminated.

3.4 WorkClient phaseresponse & work stage (In Progress &/ Waiting for Response)

1. OnceWhen the client confirms that they wish to proceed,proceed under the proposed terms, the user sets the status to In Progress and begins substantive work, while adding short notes to the Updates Record to summarise importantkey conversations, milestonesdocuments received and decisions.
2. If the mainnext action is nowdepends on the client or on a third party,parties such(for asexample, waiting for documents, a decisiondecisions, or anauthority external authority,responses), the user sets the status to Waiting for Response and uses the Next Progress Date field to indicate when the case should be reviewed again.
3. System remindersreminders, list filters (such as Current Clients, Expired Clients) and admin monitoring often rely on Waiting for Response combined with Next Progress Date to identify cases wherethat nohave follow-not been followed up has occurred on schedule, andfeeding thoseinto rules interact with Expired and NPDNPD‑related processesviews whenif noinactivity updates are recorded.persists.
4. Throughout the work phase,stage, emails,users attach and manage emails, internal messages,messages, documents and tasks are attached towithin the client record so that the full context of the Regular Enquiry remains visible to both the professionalprofessionals and admin.admin, supporting hand‑overs and audits.

3.5 Payments, completion & closure

1. WhenEach time the client pays fees,fees whether for (consultations, fixed-fixed‑fee work orwork, ongoing services,services), the professional records eachthe payment in the Payments tab, including amount, method,date, datemethod and any relevant notes, andensuring associateseach itpayment is correctly associated with the correctrelevant part of the work.
2. The systemBackOffice aggregates paymentspayment records and, based on Enquiry Type and appliesuser Enquiryrole, Typecalculates and role-based rules to calculate Advocate Abroad’sAbroad commission and any referral or delegatee shares, and these figureswhich are later used to generate invoices, professionalinternal commission statements and payout summaries.
3. When the professional considers the work complete, they change the status to Completed;Completed; a completion popup asks forrequests confirmation of the total fees receivedreceived, compares this with recorded payments, and compares the figure against declared payments, issuing warningswarns if there is a mismatch is detected so that the user can correct thepayments record.before proceeding.
4. Completed cases appear in admin review queueslists such as Daily Updates,Updates, where admin verifies payments, checksdecides whetheron surveyssurvey orand feedback emails should be sentemails, and ensuresconfirms that the record is ready to bemove finalised.to Closed.
5. After any necessary admin review, the status is set to Closed,Closed, indicating that the Regular Enquiry is fully finished; at this point, any remaining surveysurveys or feedback emails are sent if they have not already been triggered,issued, and the record beginsbecomes movingeligible towardsto progress into GDPR anonymisation or deletion according to GDPRretention settings.rules.

3.6 Elimination & inactivity-inactivity‑driven outcomes

1. If the client clearly does not wish to proceed, choosesselects another provider, remains unresponsive despite repeatedreasonable chasersfollow‑ups, or the service is outside scope, the user changes the status to an appropriate eliminating outcome such as Eliminated,Eliminated, Rejected or Unsuitable.Unsuitable.
2. WhenOn the status is changed toselecting an eliminating outcome,status, a reason popup requires the user to choose or enter aan clearelimination justification,reason and(for thisexample, informationno supportsresponse, analyticsservice onnot lostoffered, leadsclient andunsuitable, ensuresclient thatwithdrew), automatedensuring follow-follow‑ups are stopped immediately.immediately and lost‑lead analytics remain meaningful.
3. Leads that remainleft in NPD – Awaiting Assignment or in similar inactive states for longer thanbeyond configured thresholds are surfaced to admin in specificdedicated Admin views (for example, Expired Clients, Unassigned Leads) and summary emailsemails, prompting Admin to assign, eliminate, freeze or otherwise resolve them rather than leaving them indefinitely unhandled.