Format A: Regular Enquiry

1. Metadata

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2. Business Overview (for Developers)

The The Regular Enquiry  (Regular Lead) is the standard workflow for for high-value, commercially interesting  legal and professional services such as Property Purchase, Inheritance, 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@).​

Business-wise, this workflow exists to ensure that commercially attractive leads are 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 from Paid Consultation and  and Direct Service  in that it assumes a a full engagement  is the target outcome, with a formal Strategy Guide and an Offer Email generated and sent sent from within BackOffice, and full application of the the 24-Hour Rule  and reminder/expiry logic.

Success is defined by:

• AA (Admin) taking control of the 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 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.

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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 before Completed  and before certain eliminations.

Non‑Goals

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

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

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

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

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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 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.

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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 a New Enquiry  record automatically (as in previous version).​

  • Admin reviews new record in 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 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 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 the User.

UI Elements

• Laravel Assignment Interface (Admin).​

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

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Phase 2 – 24-Hour Rule, Assignment & Scheduling

Preconditions

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

Actors

• Admin, User, System.

User Actions

• Admin:

  • Uses the Assignment Interface to schedule an an initial appointment  between User and client as soon as possible.​

  • Confirms date/time; the meeting is stored in the record/calendar.​

• User:

  • Receives Receives New Client Assigned  notification and appointment details; may adjust appointment time.​

• Client:

  • Receives 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 does not Accept or Reject  the New Enquiry within 24 hours:

    • System automatically automatically unassigns  and changes status to 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.​

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Phase 3 – Strategy Formulation (Strategy Guide)

Preconditions

• Enquiry confirmed as Regular (not Paid Consultation / Direct Service).

• User assigned and appointment scheduled.​

Actors

• User, System (Strategy Guide).

User Actions

• Before the meeting, User:

  • Opens the Client record, goes to to Strategy Guide  tab.

  • Selects an appropriate Strategy template (e.g. “EU Citizen Property Purchase”) and edits 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 that Strategy Guide  must be completed before:

  • Full visibility of client contact details (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.​

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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 to send an Offer Email, or

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

  • Ask Admin to 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 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.

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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 set set Freeze  with a future date.​

System Behaviour

• Reminder Automation:

  • If no response to Offer Email within configured timeframe:

    • System sends sends Reminder email  to client.​

  • If still no response after Reminder:

    • Status automatically set to to Eliminated.​

    • A 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 uses Freeze  option:

      • Sets status to Frozen / similar.

      • Configures Configures Next Progress Date.​

    • When Next Progress Date is reached:

      • System “unfreezes” the record.

      • User is notified to contact the client.

      • Client may receive a 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 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.

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

• Once service complete and payments recorded:

  • Changes status to to Completed.

  • Completes 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 to Closed.

UI Elements

• Payments tab, Completed Wizard.

• Status: Completed → Closed.​

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Phase 7 – Closure, Anonymisation & Backend Accounting

Preconditions

• Status Status Completed, payments consistent.

Actors

• Admin, System.

User Actions (Admin)

• Reviews Completed cases via via Daily Updates.

• Confirms, then moves them to 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.​

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6. Edge Cases, Confusions & Common Errors

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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 set Completed  if Total Payments = 0.00.

  • Cannot set set Eliminated  if Total Payments > 0.00.​

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8. Timing, Automation & Background Jobs

• 24-Hour Rule

  • If User does not Accept/Reject a 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 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 User.​

• GDPR anonymisation

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

Underlying jobs use:

• Status, Next Progress Date, Last Activity, and NPD flags.

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9. Related Processes & Dependencies

Prerequisites

• ET configuration and Website form mapping in Laravel.

• Strategy Guide templates per ET/Country.​

• Elevenlabs and email ingestion linked to Assignment Interface.​

Dependencies

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

• NPD Recovery Process, OOO handling, Expired logic, Payment/Commission rules.

Downstream triggers

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

• Reminder/Survey flows.​

• Payment declarations → invoicing/commission processes and Accumulation.​

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10. Error Recovery & Retry Logic

Most user-level retries (resend Offer, re-save Strategy, re-change status within rules) are safe but may generate generate duplicate client emails; automated retries should be implemented cautiously to avoid spam.

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11. Configuration & Customisation

• Fee defaults / Intelliquote inputs (current, not future AI)

  • Laravel > Enquiry Types > Pricing: default fee ranges per ET used to guide Users.​

• Strategy templates

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

• Enquiry Type mapping

  • Laravel > Website > 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.​

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12. Notifications & Communication

• User Alerts

  • “New Client Assigned” on assignment/scheduling.​

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

• Client Messages

  • “Enquiry Received” immediately after Website submission.

  • “Enquiry Assigned to [Professional]” with appointment details.​

  • Offer Email + subsequent Reminder and Rejected Survey.​

• Admin Alerts

  • “URGENT: Unassigned Lead” when autoassign fails or 24h rule unassigns.

• 3rd Party Logic

  • If a lawyer CCs the client from outside, system captures email and ensures only a a single  notification to the User to avoid spam loops.

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13. Compliance & Legal Considerations

• GDPR / PII consent

  • Website forms require T&C consent; Elevenlabs and email-origin leads must result in an an Authorisation email  to clients whose PII is handled on-platform, especially when first contact was direct-to-lawyer.​

  • Right to be forgotten, data export/anonymisation tools are supported.​

• Payment / audit

  • Every payment creates an immutable log; deletions are restricted; corrections go via Credit Notes or structured adjustments.​

  • Completion and Eliminated rules tied to payment presence guard against mis-reporting.​

• Contractual network standard

  • 24-Hour Rule is part of the network’s performance expectations and is enforced programmatically (auto-unassignment).​

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14. Backend Processes & Code Mapping (for Developers)

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

You’re right to prefer the original version of section 14. It’s clearer for developers because it’s organized by by data model → endpoints → services → jobs → UI components, which matches how they think about the system.​

Here is the the final Section 14  you can use for the Regular Enquiry page, with small tweaks to include the extra intake channels (Elevenlabs + email) but otherwise keeping your original structure and wording:

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14. Backend Processes & Code Mapping (for Developers)

(Class and path names below are illustrative; fill with actual C#/Laravel names when wiring the wiki to the codebase.)

Data Model

BackOffice BackOffice Client  record (C# / DB)
Fields (see Business Logic doc):

• status  – lifecycle state (New Enquiry, Created Lead, In Progress/Ongoing, Waiting for Response, Frozen, Expired, Eliminated, Completed, Closed).

• enquirytypeid  – ET identifier (Regular, Direct Service, Paid Consultation, etc.).

• country  – jurisdiction for routing and reporting.​

• assigneduserid  – current responsible professional;  NULL  for NPD.​

• enquirydate  – created date from intake (web/phone/email).​

• lastactivitydate  – updated on significant actions (emails, payments, status changes).​

• formsubmissionurl  – original Website path for web-based leads.​

• Flags:

  • isdirectservice  – Direct Service flow active.​

  • isconsultationonly  – Paid Consultation flow active.​

  • isrecurringprincipal,  isrecurringdelegatee  – recurring services.​

  • Any additional channel/source flags (e.g.  source = website/elevenlabs/email).​

Payments

• payments  table/collection:

  • clientid,  amount,  method,  date,  invoicenumber,  createdby, commission-related fields.

Updates Record

• Audit log table for all important changes:

  • clientid,  timestamp,  user,  action,  details  (e.g. “Status changed New Enquiry → Created Lead”, “Offer Email sent”, “Payment added €X”).​

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Controllers & Endpoints (Conceptual)

Website → Laravel

• POST /api/submit-enquiry/{form-id}

  • Validates form input (required fields, T&C tick).​

  • Maps URL/form ID to ET and country.​

  • Creates BackOffice Client record (New Enquiry) via internal API.​

  • Triggers autoassign and sends initial client confirmation email.​

Elevenlabs Intake

• POST /api/intake/elevenlabs-call  (webhook or polling endpoint)

  • Receives call metadata and transcript/summary.​

  • Normalises into structured fields (caller name, phone, summary).​

  • Creates or updates a BackOffice Client record, then puts it into the Laravel Assignment Interface for Admin classification (Regular / Paid Consultation / Direct Service / Reject).​

Email Intake

• POST /api/intake/email  (or mail-processor integration)

  • For incoming emails to generic inboxes (e.g. info@) or direct-to-lawyer addresses.​

  • If matching existing client → attach to Emails tab.​

  • If new:

    • Create provisional Client record.

    • Trigger Trigger Authorisation / GDPR Consent email  flow so AA can manage PII on-platform.​

    • Once authorised, classify as Regular/Paid Consultation/Direct/Reject and proceed like other Regular Enquiries.​

BackOffice API (C#/Web API, conceptual)

• POST /api/clients/{id}/status

  • Applies Status Management rules (locks around payments, 24-Hour Rule side-effects, Expired/Freeze transitions, etc.).

  • Triggers completion popup and survey/automation where relevant.

• POST /api/clients/{id}/payments

  • Validates and saves new payment record.​

  • Recalculates commission and updates any accumulation logic.​

  • Inserts Updates Record entry and notifies Admin if required.​

• POST /api/clients/{id}/assign-user

  • Manual assignment endpoint.​

  • Shows OOO warnings, may adjust NPD state, and logs Updates Record entries.​

• POST /api/clients/{id}/change-et

  • Validates allowed ET changes for Users (status-dependent) and Admin Force Update overrides.​

  • May re-trigger autoassign and reset Strategy Guides where necessary.​

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Services / Handlers

Autoassign Service

• Inputs:

  • enquirytypeid,  country, client attributes (language, city).​

  • Candidate Users with profession, ET permissions, countries, OOO state, capacity.​

• Outputs:

  • Selected Selected assigneduserid  or NPD outcome (with reason code, e.g. “no eligible users”).​

• Responsibilities:

  • Implement matching algorithm (filters + scoring).​

  • Emit events/notifications (New Client Assigned, Autoassign Failed).​

Status Management Service

• Encapsulates Encapsulates allowed transitions  and their effects:

  • New Enquiry  ↔  Created Lead  ↔  In Progress/Ongoing  ↔  Waiting for Response  ↔  Frozen  ↔  Expired  ↔  Eliminated  ↔  Completed  ↔  Closed.

• Handles:

  • 24-Hour Rule unassignment and NPD state.​

  • Payment locks (Completed requires payments; Eliminated blocked when payments exist).

  • Triggering completion wizard, surveys, and anonymisation scheduling.

Notifications Service

• Centralises sending of:

  • New Client Assigned (User).​

  • Enquiry Received / Assigned (Client).

  • Autoassign Failed / Unassigned lead (Admin).

  • Reminder and Rejected Survey emails.​

  • OOO summaries and Expired alerts.

• Ensures deduplication for third-party emails, avoiding notification spam.​

Strategy & Offer Services

• Strategy Guide service:

  • Loads templates per ET/Country.

  • Stores per-client Strategy data and generates meeting script.

• Offer Email generator:

  • Combines Strategy data + fee configuration into an Offer.

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

• Contact masking logic:

  • Hides client contact details until Strategy Wizard completion for Regular Enquiries.​

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Jobs / Cron

NPD Expiry Job

• Periodically scans for NPD leads older than 72 hours.​

• Flags them as Expired, adds them to Admin Expired Clients view, and sends weekly summary.​

24-Hour Rule Job / Timer

• Monitors Monitors New Enquiry  records with assigned User.​

• If User has not Accepted/Rejected within 24 hours:

  • Unassigns and sets NPD; triggers Admin alert.​

Reminder & Survey Job

• Checks leads with sub-status “Offer Email Sent – Pending Reply”.​

• Sends reminder emails after configured delay.​

• If still no response after reminder:

  • Sets status to Eliminated.

  • Sends Rejected Survey email.​

Freeze / Expired Job

• Uses Uses NextProgressDate:

  • Unfreezes Frozen leads on that date and notifies User (and optionally client).​

  • Flags Ongoing leads as Expired when Next Progress Date is passed; increments Expired counters for User.​

Anonymisation Job

• Periodically scans for Eliminated/Closed clients beyond retention period (e.g. 6 months).​

• Pseudonymises or deletes PII while preserving statistical data.

Accumulation / Invoicing Job

• Aggregates small commissions (< €50) into Accumulation buckets rather than issuing micro-invoices.​

• Generates invoices once thresholds are reached.​

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Frontend Components (Conceptual)

Website

• Service-specific enquiry forms (per ET), including:

  • Required fields, T&C checkbox, additional services tick-boxes.​

• Confirmation pages and texts (“Thank you, a lawyer will contact you within 24 hours.”).​

BackOffice

• Client list views:

  • New Enquiries, Current Clients, All Clients, Unread Emails, NPD, Expired Clients, Daily Updates.

• Client record UI:

  • Tabs:

    • Overview, Enquiry Details, Strategy Guide, Emails, Messages, Documents, Payments, Additional Services, Tasks, GDPR, Updates Record.​

  • Key controls:

    • Status  dropdown with associated popups.​

    • Assigned User  dropdown with OOO warnings.​

    • Strategy Guide selector popup, script download button, Offer Email generator.

    • Completed Wizard popup.​

• Admin interfaces:

  • Laravel Assignment Interface (for web, Elevenlabs, email leads).​

  • Unassigned Leads, NPD and Expired dashboards; OOO dashboard.

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Any code that changes the meaning, allowed values, or side effects of of status,  ET, or flags such as as isconsultationonly and  and isdirectservice  must be carefully reconciled with this this Regular Lead/Enquiry process, because it sits at the heart of lead tracking, performance measurement, and commission/invoicing logic.