Description

General Description

The Regular Enquiry is the standard workflow for high-value, commercially interesting legal or professional services (e.g., Property Purchase, Inheritance, Divorce). This format requires Admin to schedule a meeting between User and client as soon as possible to avoid losing the client to competition.

The User must prepare a strategy before the meeting using the Strategy Guide. It utilizes the full Strategy Guide system to generate professional proposals.

Goals & Objectives

Competitive: Ensures that commercially interesting clients are not lost to the competition due to failure of the User to reach the client. We don’t leave it to the lawyer to contact the client - we establish contact with the client on behalf of the User and this also ensures that the client is made aware that their enquiry was received and is being dealt with - again, reducing the possibility that the client will be lost to competitor businesses.

Lead Qualification: Different process employed compared to enquiries from casual browsers by requiring a formal acceptance and strategy process.

Workflow Hygiene: Prevent Users from working "off-platform" by enforcing that the Quote/Offer email is generated and sent from within the BackOffice.

Response Speed: Enforce the "24-Hour Rule" to ensure clients receive immediate contact.

Step-by-Step Procedure

Intake: Enquiry received via contact form or Elevenlabs call > Laravel Assignment Interface
Review: Admin reviews the enquiry and determines if Regular/Paid Consultation/Direct Service Offer/Reject (as not commercially relevant)
User receives "New Client Assigned" notification and details of scheduled appointment. The User may change the appointment.
Client receives email notification that their enquiry was received and assigned to named Professional. The Client may change the appointment.
Strategy Formulation:

User navigates to the Strategy Guide tab.
Inputs quotation
Selects the appropriate template (e.g., "EU Citizen Property Purchase"). Makes any necessary edits.
Automatically Downloads Script for use during client appointment:
Following meeting User either sends Offer Email or sets Status to Eliminated (e.g. client indicates not interested, already hired another lawyer etc) or potentially can request to Freeze status as client interested but not ready to proceed.
Engagement: Client accepts the offer. User begins providing service
Payment: User adds payment
Service Completed: User changes status to Completed, and completes ‘Completed Wizard’

Common Confusion & Errors

Users send the Offer Email and panic because there is no clear indication that the Offer was successfully sent - as there is no active email section until the client replies by email to the Offer Email OR the User adds a Payment When either of these 2 actions are taken, the system changes status to ‘Ongoing’ automatically .
Intelliquote: Users unsure about fee - we should automate this section by training AI private LLM model on previous cases, determining the different jobs required to complete the overall service and attach a fee to each job - then on assigning a new enquiry, analuyse the enquiry, determine the jobs that are involved (potentially) and list them with average fees for each one so the User can review and edit these fees, as required
A lead is misclassified or the client enquiry is in fact different from the information they provided initially
A lead involves more than one Enquiry Type - we have a process for including multiple services (ET’s) in single Offer Email but is complicated - this is partly because, to date, we have manually created unique strategies for many different scenarios within the same enquiry type. Would be better to have AI automatically create a unique strategy per enquiry (instead of per scenario), and determine jobs involved, suggest fees - as per above.

Permissions & Access Control Rules

Visibility: A User can only receive or see Regular Enquiries that match their Profession and Country tags defined in Laravel. Also restrictions by Professional type e.g. Lawyer cannot see Accounting enquiries.

Status Locks: Users cannot mark a file as Completed if the Total Payments recorded is €0.00. This is a hard block to ensure revenue reporting accuracy. Likewise cannot set to Eliminated if Total Payments > €0.00.

Contact Data: Client email and phone number are masked (*******) until the User has completed the Strategy Guide wizard.

Timing, Deadlines & Automation Rules

The 24-Hour Rule: If a User does not Accept or Reject a New Enquiry within 24 hours, the system automatically unassigns the lead and marks it as NPD (No Professional Designated).
Reminder Emails: if an Offer Email is sent, and no response is received from the Client, then a reminder email is sent to the client after a set period of time. If no response is received to the reminder email, then the status is set to Eliminated automatically, and a ‘Rejected Survey’ sent to the client asking for feedback as to why they did not engage the lawyer.
Response to Reminder Email/ Rejected Survey: if the client responds to say that they are interested but need time…Admin will normally ‘Freeze’ the client record for an appropriate period of time. When the client record ‘unfreezes’ on the date specified by Admin, then the User receives a notification to contact the client and the client receives a new reminder email.
Expiry: Once a lead moves to Ongoing status, if the Next Progress Date is exceeded, it is flagged as "Expired" and notification sent to the User. If more than certain percentage of total enquiries is in "Expired" status, User cannot receive new enquiries and is notified.
Rejected: Rejected files are scheduled for GDPR anonymization 6 months after closure.

Prerequisites: Admin must have configured the Enquiry Type (ET) and mapped the Website Form URL to that ET in Laravel.

Dependencies: The Strategy Guide template must exist for the specific ET/Country combination. If missing, the User cannot generate a quote.

Downstream Triggers: Sending the Offer Email automatically sets the Sub-Status to "Offer Email Sent - Pending Reply".