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Format A: Regular Enquiry

General1. DescriptionMetadata

text
id: regular-lead-enquiry system: [Website, BackOffice, Laravel] type: process applies_to_roles: [Client, User, Admin] related_ETs: [All standard Enquiry Types configured as Regular Enquiry (not Paid Consultation-only, not Direct Service-only)]

2. Business Overview (for Developers)

The Regular Enquiry (Regular Lead) is the standard workflow for high-value, commercially interesting legal orand professional services (e.g.,such as Property Purchase, Inheritance, Divorce)Divorce, Litigation, Business Set-Up, etc. It covers all channels through which a serious client can arrive: Website forms, telephone calls to the Elevenlabs AI Receptionist, and email enquiries (both direct to lawyers and via generic inboxes like info@).​

This

Business-wise, formatthis requiresworkflow exists to ensure that commercially attractive leads are contacted fast, on-platform, and progressed through a consistent lifecycle: Intake → Strategy → Offer → Engagement → Payment → Completion → Closure, with clear audit trails and commission tracking. It differs from Paid Consultation and Direct Service in that it assumes a full engagement is the target outcome, with a formal Strategy Guide and an Offer Email generated and sent from within BackOffice, and full application of the 24-Hour Rule and reminder/expiry logic.

Success is defined by:

  • AA (Admin) taking control of the first contact with the client to avoid losing them to competitors and to prevent off-platform communication.​

  • Users working strictly via BackOffice (emails, strategy, payments) so that commission and performance can be monitored and invoiced correctly.

  • Leads either converting to ongoing work (In Progress → Completed → Closed) or being clearly eliminated/frozen, with appropriate follow-up rules and GDPR anonymisation.

3. Goals & Non‑Goals

Goals

  • Competitive retention: Ensure high-value leads are contacted within 24 hours so they are not lost to competitors.​

  • Centralised contact: AA/BackOffice makes and tracks the initial contact on behalf of the User; clients know their enquiry was received and assigned to a named professional.​

  • On-platform workflow: Force Quote/Offer and subsequent emails to originate from BackOffice to avoid off-platform deals and untracked revenue.​

  • Structured lead qualification: Require Strategy Guide completion and formal offer before marking the case as Ongoing/Completed.

  • Accurate revenue/commission: Enforce payment recording rules before Completed and before certain eliminations.

Non‑Goals

  • Does not cover consultation-only one-off calls (Paid Consultation flow).

  • Does not automate detailed fee optimisation (Intelliquote ideas are future enhancements, not current behaviour).​

  • Does not attempt to automatically decide multi-ET compositions; multi-service offers are possible but still relatively manual/complex.​

  • Does not manage full internal legal task breakdown; it orchestrates the client-facing lifecycle and data capture.

4. Actors & Scope

Actors

  • Client

    • Submits Website forms.

    • Calls the Elevenlabs AI Receptionist.

    • Sends email enquiries (to a lawyer directly, or to an AA inbox such as info@).​

  • Admin (Advocate Abroad)

    • Monitors all incoming channels (Website, Elevenlabs, email).

    • Reviews and classifies each new contact as Regular Enquiry, Paid Consultation, Direct Service Offer, or Reject.​

    • Schedules initial meetings between User and client.

    • Manages NPD, Expired, auto-unassignment by the 24-Hour Rule.

  • User (Lawyer/Professional)

    • Receives Regular Enquiries matching their Profession and Country tags.​

    • Prepares Strategy Guide, sends Offer Email, conducts meeting, performs work, declares payments, changes statuses.

  • System

    • Website forms, Elevenlabs integration, email ingestion, Laravel admin for ET and routing, BackOffice for lead lifecycle.

Scope

  • Included:

    • Website form enquiries mapped to Regular ETs.​

    • Elevenlabs telephone calls: captured, structured, and passed into Laravel Assignment Interface as potential Regular Enquiries.​

    • Email-originated enquiries:

      • Client emails a lawyer directly (e.g. after a personal referral).

      • Client emails a generic address (e.g. info@) expecting a response.​

    • All statuses and automation around New Enquiry, Created Lead, Ongoing/In Progress, Waiting for Response, Frozen, Eliminated, Completed, Closed.

  • Preconditions

    • Enquiry Type (ET) configured as Regular in Laravel, with proper Website URL mapping if web-based.

    • Strategy Guide template exists for ET/Country; otherwise quotation cannot be produced and Admin/User must request template setup.​

    • User calendar and notification settings configured for scheduling meetings.

5. Step-by-Step Workflow

Phase 1 – Intake & Classification

Preconditions

  • At least one Regular ET configured for the relevant country/profession.

Actors

  • Client, Admin, System.

User Actions (Admin Intent)

  • Website form intake

    • Website → Laravel → BackOffice creates a New Enquiry record automatically (as in previous version).​

    • Admin reviews new record in Laravel Assignment Interface / BackOffice.​

  • Elevenlabs call intake

    • Client calls the AI Receptionist.

    • Elevenlabs captures caller data and enquiry summary.

    • Admin reviews the call transcript/summary in the Assignment Interface and converts it into a structured lead, selecting Regular/Paid Consultation/Direct Service/Reject.​

  • Email intake

    • Existing client or referral emails the lawyer directly.

    • New client or random browser emails info@ or other AA-managed inbox.​

    • Admin:

      • Imports/creates a client record in BackOffice.

      • For direct-to-lawyer emails, first sends an Authorisation / GDPR-consent email so client consents to AA handling their PII on the platform.​

      • Classifies the enquiry as Regular/Paid Consultation/Direct Service/Reject.​

System Behaviour

  • For all sources, once Admin chooses Regular Enquiry:

    • A BackOffice client record is created or updated with:

      • Status: New Enquiry.

      • ET: appropriate Regular ET.

      • Source: web / phone / email.

    • Autoassign or Admin assignment sets the User.

UI Elements

  • Laravel Assignment Interface (Admin).​

  • BackOffice New Enquiry record (Overview + Enquiry Details).​

Phase 2 – 24-Hour Rule, Assignment & Scheduling

Preconditions

  • Record is created as Regular New Enquiry and visible to Admin.​

Actors

  • Admin, User, System.

User Actions

  • Admin:

    • Uses the Assignment Interface to schedule aan meetinginitial appointment 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 Interfacepossible.​

      • Review:Confirms Admin reviewsdate/time; the enquirymeeting is stored in the record/calendar.​

    • User:

      • Receives New Client Assigned notification and determinesappointment ifdetails; Regular/may adjust appointment time.​

    • Client:

      • Receives Enquiry Received / Assigned to [Professional] email with scheduled appointment; may also propose changes.​

    System Behaviour

    • When a User is assigned:

      • Sends New Client Assigned notification.​

      • Schedules the appointment in the configured calendar integration.

    • 24-Hour Rule:

      • If the assigned User does not Accept or Reject the New Enquiry within 24 hours:

        • System automatically unassigns and changes status to NPD - Awaiting Assignment.​

        • Admin notified; lead appears in Unassigned/NPD contexts.

    UI Elements

    • Status: New Enquiry.

    • Scheduling controls (Admin side).​

    • Auto-unassignment under 24-Hour Rule.​

    Phase 3 – Strategy Formulation (Strategy Guide)

    Preconditions

    • Enquiry confirmed as Regular (not Paid Consultation/Consultation / Direct Service Offer/Reject (as not commercially relevant)Service).

    • User receivesassigned "Newand appointment scheduled.​

    Actors

    • User, System (Strategy Guide).

    User Actions

    • Before the meeting, User:

      • Opens the Client Assigned"record, notificationgoes to Strategy Guide tab.

      • Selects an appropriate Strategy template (e.g. “EU Citizen Property Purchase”) and detailsedits questions/proposals and fees.

      • Inputs or adjusts the quotation.

      • Downloads the Script automatically generated for use during the appointment, to ensure consistency and professionalism.​

    System Behaviour

    • Loads ET/Country-specific Strategy Guide template.

    • Enforces that Strategy Guide must be completed before:

      • Full visibility of scheduledclient appointment.contact Thedetails (email/phone masking until wizard completion).​

      • Generating the Offer Email.

    • Saves the Strategy data to the client record and logs event in Updates Record.​

    UI Elements

    • Strategy Guide tab: templates, fee fields, script download.

    • Contact detail masking in Overview until Strategy Wizard completion.​

    Phase 4 – Meeting & Offer Email

    Preconditions

    • Strategy Guide prepared; appointment scheduled.

    Actors

    • User, Client, System.

    User Actions

    • Conducts the meeting (video/phone/in person) using the Strategy script and guidance.​

    • After the meeting:

      • Decides whether to send an Offer Email, or

      • Mark status as Eliminated (client not interested, already hired, not commercially relevant), or

      • Ask Admin to Freeze if client is interested but needs time.​

    • If proceeding:

      • Generates the Offer Email from Strategy Guide: fee, scope, next steps.

      • Sends the Offer Email from within BackOffice.

    System Behaviour

    • Generating Offer Email:

      • Pulls strategy content (proposals, fees, terms).

      • Sets sub-status to “Offer Email Sent – Pending Reply”.​

    • Sending Offer Email:

      • Email stored in Emails tab.

      • No separate “sent” conversation appears yet until client replies; this can confuse Users (known issue).​

    • If User sets status to Eliminated:

      • System checks payments; if Total Payments > 0, block or special rule (cannot set Eliminated if payment exists, per rules).​

    UI Elements

    • Offer Email generation controls (within Strategy Guide tab).

    • Status dropdown with Eliminated, Freeze, etc.

    Phase 5 – Client Response, Reminders, Freeze & Expiry

    Preconditions

    • Offer Email sent, sub-status “Offer Email Sent – Pending Reply”.​

    Actors

    • Client, User, Admin, System.

    User Actions

    • Monitors client’s response:

      • If client accepts: updates to Ongoing/In Progress and begins service.​

      • If client delays: informs Admin; Admin may changeset Freeze with a future date.​

    System Behaviour

    • Reminder Automation:

      • If no response to Offer Email within configured timeframe:

        • System sends Reminder email to client.​

      • If still no response after Reminder:

        • Status automatically set to Eliminated.​

        • A Rejected Survey is sent to client asking why they did not proceed.​

    • Client responds to Reminder/Survey:

      • If client indicates interest but needing time:

        • Admin uses Freeze option:

          • Sets status to Frozen / similar.

          • Configures Next Progress Date.​

        • When Next Progress Date is reached:

          • System “unfreezes” the appointment.record.

          • User is notified to contact the client.

          • Client receivesmay emailreceive notificationa fresh reminder email.​

    Expiry logic (Ongoing leads)

    • Once the lead is Ongoing/In Progress and has a Next Progress Date:

      • If Next Progress Date is exceeded:

        • Record flagged as Expired.

        • Notification sent to User.​

      • If too many of a User’s leads are in Expired:

        • That User may be prevented from receiving new enquiries, with a warning.​

    UI Elements

    • Sub-status “Offer Email Sent – Pending Reply”.​

    • Freeze controls + Next Progress Date.​

    • Expired flag in lists.

    Phase 6 – Engagement, Payment & Completion

    Preconditions

    • Client accepts the offer; lead is Ongoing/In Progress.​

    Actors

    • User, Client, System, Admin.

    User Actions

    • Begins providing service; uses Messages, Documents, Additional Services as needed.

    • Records payments in Payments tab (amount, method, date, invoice).​

    • Once service complete and payments recorded:

      • Changes status to Completed.

      • Completes Completed Wizard to confirm work and fees.​

    System Behaviour

    • Payment rules:

      • Cannot mark Completed if Total Payments = €0.00 (hard block).​

      • Cannot set Eliminated if Total Payments > 0.00 (prevents eliminating paying clients).​

    • Completion:

      • Shows completion confirmation (Completed Wizard).

      • Validates payment totals; mismatch blocks closure until fixed.

    • Admin then uses Daily Updates queue to review Completed cases and may set them to Closed.

    UI Elements

    • Payments tab, Completed Wizard.

    • Status: Completed → Closed.​

    Phase 7 – Closure, Anonymisation & Backend Accounting

    Preconditions

    • Status Completed, payments consistent.

    Actors

    • Admin, System.

    User Actions (Admin)

    • Reviews Completed cases via Daily Updates.

    • Confirms, then moves them to Closed.

    System Behaviour

    • Closed cases:

      • Eligible for GDPR anonymisation after 6 months, particularly Rejected/Eliminated.​

    • Commission/invoicing:

      • Small commissions (< €50) may be put into “Accumulation” rather than immediate invoicing to avoid micro-invoices.​

    UI Elements

    • Daily Updates queue (removes items as they are opened to keep list manageable).​

    • Accumulation flags for invoicing.​

    6. Edge Cases, Confusions & Common Errors

    IssueCause / ExplanationResolution / Best Practice
    Offer Email sent but User “sees nothing” in Emails tabNo active conversation thread until client replies or payment added; UI doesn’t highlight the outbound offer. ​Educate Users to check Emails tab sent items; consider UI enhancement later (but behaviour is currently as designed). ​
    Misclassification (Regular vs Paid Consultation vs Direct)Admin misjudges commercial relevance / client intent at intake. ​Admin can reclassify ET/flags early; ensure classification guidance is clear in Assignment Interface.
    Multi-ET (multi-service) cases are complexCurrent process for multiple ETs in a single Offer Email is complicated. ​Use Additional Services and carefully constructed Strategy/Offer; future AI-based Intelliquote may simplify. ​
    Intelliquote confusionUsers unsure what fee to propose; Intelliquote concept not yet implemented. ​Current state: User uses default fee ranges & personal judgement; Intelliquote is a future AI enhancement only. ​
    Contact details maskedClient contact info is hidden until Strategy Guide is completed. ​Complete Strategy Wizard to unmask; this enforces on-platform strategy preparation before direct contact. ​
    24-Hour Rule unassigns lead unexpectedlyUser did not Accept/Reject within 24 hours. ​Ensure Users know to act quickly; Admin reassigns from NPD; consider adjusting comms and training.
    Cannot mark Completed / cannot Eliminated with paymentsHard rules: Completed requires payments; Eliminated disallowed if payments exist. ​Correct payments or status; follow financial audit requirements. 

    7. Permissions & Access Control

    • Visibility

      • Users see Regular Enquiries only if Profession + Country tags match; e.g. lawyers cannot see accounting enquiries.​

      • Admin sees all.

    • Status and ET

      • Users:

        • Follow Status Management rules; cannot bypass completion/payment locks.

        • Cannot change ET outside allowed states or ET rules.​

      • Admin:

        • Can override ET (Force Update), reassign, freeze, and fix misclassifications.

    • Contact Data

      • Email/phone masked until Strategy Guide process is completed (for Regular Enquiries), to discourage off-platform early contact.​

    • Completion/Elimination Locks

      • Cannot set Completed if Total Payments = 0.00.

      • Cannot set Eliminated if Total Payments > 0.00.​

    8. Timing, Automation & Background Jobs

    • 24-Hour Rule

      • If User does not Accept/Reject a New Enquiry within 24 hours:

        • System unassigns; status → NPD; Admin alerted.​

    • Offer follow-up

      • Reminder Email after no response to Offer.​

      • If still no response → status Eliminated + Rejected Survey.​

    • Freeze / Next Progress Date

      • Used when client interested but needs time.

      • Unfreeze on date; notify User; optionally send new reminder to client.​

    • Expired (Ongoing)

      • When Next Progress Date exceeded, mark as Expired and notify User.

      • Too many Expired leads may block new assignments to that theirUser.​

        enquiry
        • was
      received

    • GDPR anonymisation

      • Rejected/Closed files scheduled for anonymisation 6 months after closure.​

    Underlying jobs use:

    • Status, Next Progress Date, Last Activity, and assignedNPD toflags.

      named
      • Professional.
    The
    Client

    9. mayRelated changeProcesses the& appointment.Dependencies

    Prerequisites

    • ET configuration and Website form mapping in Laravel.

    • Strategy Formulation:

      • User navigates to the Strategy Guide tab.templates per ET/Country.​

      • InputsElevenlabs quotationand email ingestion linked to Assignment Interface.​

      Dependencies

      • Strategy Guide: mandatory for Regular Enquiries before Offer Email.

      • SelectsNPD theRecovery appropriateProcess, templateOOO (e.g.,handling, "EUExpired Citizenlogic, PropertyPayment/Commission Purchase")rules.

      Downstream triggers

      • Offer Email → Sub-status “Offer Email Sent – Pending Reply”. Makes any necessary edits.​

      • AutomaticallyReminder/Survey Downloads Script for use during client appointment: flows.​

      • FollowingPayment meetingdeclarations User→ eitherinvoicing/commission 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,processes and completes ‘Completed Wizard’Accumulation.​

    Common10. 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.

    Related Processes & Dependencies


    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".

    Error Recovery & Retry Logic


    ScenarioSystem BehaviourRecovery
    Auto-assign or 24h rule leaves NPDStatus NPD; Admin alert; NPD banner. Admin uses Unassigned Leads / NPD tools to assign or mark Not Proceeding.
    Elevenlabs/email enquiry not convertedContact remains outside BackOffice; risk of unmanaged PII. ​Admin must create/import a Client record, send Authorization email for GDPR consent, classify.
    Offer Email send failureEmail not sent; error surfaced.Retry sending; if persistent, escalate to technical support.
    Payment mismatch on CompletedCompletion wizard blocks and warns. Correct Payments tab entries; re-attempt completion.
    Freeze mis-configuration (wrong Next Date)Lead may not unfreeze when expected, or unfreezes too early/late. ​Admin/User adjusts Next Progress Date; system re-evaluates Expired/Freeze logic.

    Auto-AssignMost Failure:user-level If the system cannot find a matching Userretries (e.g.,resend allOffer, re-save Strategy, re-change status within rules) are OOO),safe itbut setsmay statusgenerate duplicate client emails; automated retries should be implemented cautiously to NPDavoid - Awaiting Assignment and triggers an email to Admin.spam.

    Manual Recovery: Admin can use the "Unassigned Leads" tool to manually force-assign the lead to any user, bypassing standard matching rules.

    Payment Mismatch: If User declares completion but payment sums don't match, a warning popup prevents closure until rectified.

    Performance11. & Scalability Considerations


    Daily Updates Queue: To manage high volumes, the "Daily Updates" list is a dynamic queue. Opening a client record removes it from the list immediately to keep the view performant and uncluttered.

    Accumulation: For scalability in invoicing, commissions under €50 are held in an "Accumulation" state rather than generating micro-invoices.

    Configuration & Customization OptionsCustomisation


    • Fee Defaults:defaults Admins/ canIntelliquote configure the "Default Fee Range"inputs (Min/Max)current, fornot eachfuture AI)

      • Laravel > Enquiry TypeTypes in> Laravel,Pricing: whichdefault populatesfee theranges Intelliquoteper guidance.ET used to guide Users.​

    • Strategy Templates:templates

      • Admins can add/remove questions and proposals in the Strategy Guide templatetemplates per ET/Country without deployingcode code.changes.​

    • Enquiry Type Mapping:mapping

      The
        link
      • between a URL (e.g., /portugal/nif) and an Enquiry Type is fully configurable in

        Laravel > Website > Forms.Forms: map URLs (e.g. /portugal/nif) to ET.​

    • 24-Hour Rule parameters, reminder delays, survey triggers

      • Business-configured; actual locations may be in Laravel settings or configuration tables (as per existing implementation).

    • Accumulation threshold

      • Commission threshold (~€50) above which invoices are generated immediately; below which amounts are accumulated.​

    Notification12. Notifications & Communication Rules


    • User Alert:Alerts

      Sends
        "

      • “New Client Assigned"Assigned” emailon immediatelyassignment/scheduling.​

        upon
        • assignment.

      • “Expired” when Ongoing lead passes Next Progress Date.​

    • Client Confirmation:Messages

      Sends
        "

      • “Enquiry Received"Received” emailimmediately after Website submission.

      • “Enquiry Assigned to client[Professional]” immediatelywith uponappointment formdetails.​

        submission.

      • Offer Email + subsequent Reminder and Rejected Survey.​

    • Admin Alert:Alerts

      Sends
        "

      • “URGENT: Unassigned Lead"Lead” ifwhen auto-assignautoassign fails.fails or 24h rule unassigns.

    • 3rd Party Logic:Logic

      • If a lawyer CC'sCCs the client infrom an external email, theoutside, system captures itemail butand sendsensures only a single notification to the User to preventavoid spam loops.

    Historical13. Changes & Deprecations


    v2.0 Update: Introduced exact UI element names and "Sub-Status" logic (e.g., "Phone Out of Order") to replace generic status tracking.

    Deprecation: The "Contacted" status is largely superseded by "Created Lead" in newer logic flows, though legacy records may still show it.

    Compliance & Legal Considerations


    14. Backend Processes & Code Mapping (for Developers)

    (High-level; map to actual class/method names in your codebase.)

    • Channels → Intake

      ->
        Strategy
      • Guide

        Website (Proposal/Fee)→ ->Laravel Offerform Emailendpoints ->→ Work.BackOffice API to create New Enquiry.​

      • Logic:Elevenlabs Loads→ StrategyGuideAPI template;/ triggerswebhook Createdinto status.Laravel → Admin Assignment Interface → BackOffice record creation.​

      • Email → Mail ingestion / manual intake → BackOffice record + Authorization email workflow.​

    • Status & ET Management

      • Status transitions and locks (Completed requires payments; Eliminated blocked with payments).

      • ET change validations and Admin Force Update logic.​

    • Automation

      • 24-Hour Rule job/timer (unassign & NPD).​

      • Reminder/Survey job for unanswered Offers.​

      • Expired/Freeze/Next Progress Date job.​

      • Anonymisation job (6-month elimination/closure).

      • Accumulation logic in invoicing pipeline.​

    • Strategy & Offer

      • Strategy Guide templates per ET/Country; script generation; Offer Email generator.

      • Masking logic for contact details until strategy is completed.

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