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Format B: Paid Consultation

General Description

Paid Consultation is a consultation-only workflow where the client pays for a scheduled time-slot (video or phone call) rather than committing to a full legal service engagement. This process is designed for lower-value or exploratory enquiries where the client wants professional advice before deciding whether to proceed with a full service.​

Unlike Regular Enquiries that use the full Strategy Guide system to generate comprehensive proposals, Paid Consultations use a simplified strategy interface focused solely on consultation pricing and scheduling. The system sets is_consultation_only = true, which tailors the record's behavior—including suppressing automated follow-up reminders and limiting available strategy options.​

The Paid Consultation can later be "upgraded" to a full lead using the ConvertPreliminaryToLead action if the client decides to proceed with a substantive service after the consultation.

Goals & Objectives

  • Monetise Exploratory Enquiries: Ensures that enquiries that are unlikely to convert to full service can still generate revenue via paid advice sessions.

  • Efficient Triage: Allows Users to quickly qualify whether a client is serious and has a viable case before investing time in full strategy preparation.

  • Client Decision Support: Gives clients access to professional guidance before committing to larger legal fees, building trust and increasing eventual conversion rates.

  • Workflow Hygiene: Keeps consultation-only records separate from full-service leads in reporting and statistics.

  • Notification Suppression: Prevents automated reminder emails from being sent to consultation-only clients, avoiding inappropriate chasing for clients who only requested a one-off call.​

Step-by-Step Procedure

Phase 1: Intake & Classification

  1. Enquiry Received: Client submits enquiry via website form or Elevenlabs call.

  2. Admin Review: Admin reviews the enquiry in Laravel Assignment Interface and determines if it should be classified as Regular Enquiry, Direct Service Offer, or Paid Consultation.​

  3. Classification Decision: If the enquiry is exploratory, lower-value, or the client explicitly requests a consultation, Admin selects Paid Consultation workflow.

  4. System Flag: System sets is_consultation_only = true on the client record.​

Phase 2: Review Preliminary Draft

  1. Client Record Created in BO: Typically no User is assigned when the client record is created. The first step is to select a Preliminary Email to send to the client to offer a Paid Consulation from existing template or create a new one.
  2. Preliminary Email: This is created using AI standardised prompt (Legal Consultation Email) and is designed to demonstrate empathy with the client's situation as well as knowledge and experience on the part of the User. Often the email includes typical problems clients in the same situation face and what the lawyer will do to resolve their situation - and what any future steps may need to be taken (further demonstrating knowledge and experience and skill). Fee also included.
  3. Preliminary Email Review: If the particular Preliminary email has not been reviewed by any lawyers previously, normally Admin will assign the lead to a User in the appropriate geographical area and send them a draft of the Preliminary Email to confirm any legal references in the email are accurate and also that the fees are appropriate. This is done using the 'Request Feedback' button at the bottom of the page, after assigning to a User. The User receives a notification that they have a Preliminary Email to review and they access the email, make any necessary edits, then click the 'Confirm' button to indicate the review is complete and send back to Admin for sending on to the client.
  4. User Assignment: This is normally only done before sending the Preliminary Email if this needs to be reviewed by the lawyer first. Otherwise, if a Preliminary Email is selected from a template previously reviewed, no need to assign to a specific User until the client responds to the Preliminary email - the Users like this as less work for them until necessary.​

Phase 3: Approve & Prepare Consultation Offer

  1. User Prepares Consultation: User navigates to Strategy Guide tab which displays:
    • Calendar with Date/time availability

    • Simplified consultation pricing fields

    • Duration options (e.g., 30 minutes, 60 minutes)

    • Channel selection (Video/Phone

  2. User Sets Parameters

    • Fee: Typically €75–€150 (plus applicable VAT) depending on jurisdiction and complexity

    • Duration: Standard consultation durations

    • Date/Time: User proposes available slots - based on Client Timezone which is information available to the User in the client record.

    • Channel: Video call (Zoom/Teams) or Phone

  3. Generate Offer Email:

    • Consultation fee and VAT

    • Proposed date/time options

    • Duration of consultation

    • Payment instructions (bank transfer, PayPal, credit card details)

    • Brief description of what will be covered

  4. Send Offer Email: User clicks Send Offer Email. System actions:

    • Email sent to client with consultation details

    • Copy saved in Emails tab

    • Status remains as preliminary/Created Lead

    • Updates Record entry: [DateTime] - Consultation offer sent by [User Name]​

Phase 4: Client Confirms

  1. Client Receives Offer: Client reviews the consultation offer email.
  2. Client Responds: Client confirms acceptance by replying to the email.
  3. Payment Received: Client transfers the consultation fee to the User's bank account (or pays via PayPal/card link provided).

  4. User Adds Payment: User opens Payments tab and records the consultation fee payment:

    • Amount: [Fee] EUR

    • Payment Method: Bank Transfer / PayPal / Card

    • Payment Date: [Date]

    • Consultation Only: Checkbox ticked​

Phase 5: Schedule on Calendar

  1. Confirm Date/Time: User and client agree on final consultation date/time via email.
  2. Calendar Integration: User creates calendar event via Laravel scheduling integration (if video call, generates Zoom/Teams link).​

  3. Confirmation Email: User sends confirmation email to client with:

    • Final date and time

    • Video call link (if applicable) or phone number to call/expect call from

    • Any preparation instructions (documents to have ready, topics to be discussed)

  4. System Updates:
    • Status changes to Created Lead
    • Updates Record entry: [DateTime] - Consultation scheduled for [Date/Time]
    • Calendar event created

Phase 6: Conduct Consultation

  1. User Prepares: User reviews client's enquiry details before the scheduled consultation.
  2. Consultation Takes Place: User conducts the video/phone consultation with the client.
  3. Post-Consultation Notes: User adds notes to the Messages or Updates Record about the consultation outcome.

Phase 7: Post-Consultation Decision

  1. Decision Point: After the consultation, one of the following occurs:

Option A - Service Not Required:

  • User changes status to Completed

  • Completion popup appears (consultation-only version)

  • Survey may be sent to client for feedback

Option B - Client Proceeds to Full Service:

  • User clicks Convert to Lead button (only visible on consultation-only records)​

  • System triggers ConvertPreliminaryToLead action

  • Record is upgraded to a standard lead (status becomes Created Lead with full service capabilities)

  • is_consultation_only constraint is lifted

  • Full Strategy Guide, Direct Service offers, and recurring setup become available

  • Consultation fee history and email communications are preserved

Option C - Client Needs Time:

  • User sets status to Waiting for Response or Freeze (if client wants to proceed later)

  • Follow-up scheduled via Next Progress Date

Common Confusion & Errors


    Issue

    		 Description Resolution
    Missing "Convert to Lead" button User cannot find the button to convert consultation to full lead Button only appears when is_consultation_only = true; verify flag is correctly set
    Automated reminders sent Client receives follow-up emails despite being consultation-only Verify is_consultation_only flag is set; notification suppression should prevent this
    Cannot send full Strategy Guide Strategy Guide tab shows limited options only This is expected behavior for consultation-only; use Convert to Lead first
    Consultation fee not deducted from full service fee Client expects consultation fee to be credited towards full service User must manually adjust quotation to reflect the deduction; system does not auto-calculate
    Payment added but status unchanged After adding payment, record doesn't automatically progress Adding payment to consultation-only records does not auto-change status; User must manually update
    Calendar sync issues Video call link not generated or wrong timezone Verify Laravel calendar integration settings; check timezone configuration in User profile 

Permissions & Access Control Rules

  • Visibility: Users can only receive/see Paid Consultation enquiries that match their Profession and Country tags defined in Laravel.​

  • Consultation Only Flag: The is_consultation_only checkbox in Overview tab is editable by Admin only.​

  • Strategy Guide Access: When is_consultation_only = true, Strategy Guide tab shows limited, consultation-focused options rather than full service templates.​

  • Convert to Lead: Any User assigned to the consultation can execute the ConvertPreliminaryToLead action; no Admin approval required.

  • Payment Completion Lock: Users cannot mark a consultation as Completed if no payment is recorded (Total Payments = €0.00).​

Timing, Deadlines & Automation Rules

  • Rule Description
    No 24-Hour Rule Unlike Regular Enquiries, Paid Consultations do not have the strict 24-hour contact deadline—though prompt contact is still recommended.
    Notification Suppression No automated reminder emails are sent for consultation-only records. ​
    Calendar Buffer Consultations should be scheduled with minimum 24-hour notice to allow for payment processing and preparation.
    Payment Deadline Payment must be received before the consultation takes place (no post-consultation billing for consultations).
    GDPR Anonymization If consultation-only and status is Eliminated/Completed without conversion to full lead: eligible for anonymization 6 months after closure. ​

Related Processes & Dependencies

Prerequisites

  • ET Configuration: Enquiry Type must support Paid Consultation workflow in Laravel.

  • User Calendar Integration: User must have calendar properly configured in Laravel for scheduling.

  • Payment Methods: User bank account details must be configured in profile for inclusion in Offer Email.

Dependencies

  • Laravel Scheduling: Video/phone consultations rely on Laravel calendar/scheduling module for appointment management.

  • Offer Email Template: System uses "Paid Consultation Response Email" template.​

Downstream Triggers

ConvertPreliminaryToLead: When executed, creates full lead record preserving consultation history.

  • Survey Trigger: Upon marking consultation as Completed, client satisfaction survey can be sent.​

Error Recovery & Retry Logic

  • Scenario System Behavior Recovery Action
    Auto-Assign Failure Status set to NPD - Awaiting Assignment; Admin notified Admin manually assigns via Unassigned Leads tool
    Payment Not Received Before Consultation No system enforcement User should cancel/reschedule consultation; do not conduct unpaid consultations
    ConvertPreliminaryToLead Fails Technical error logged Admin can manually remove is_consultation_only flag and update status
    Calendar Integration Error Consultation not synced to calendar User creates manual calendar event; report to Admin for technical investigation 

Configuration & Customization Options

  • Setting Location Description
    Default Consultation Fee Laravel > Enquiry Types > ET > Pricing Default fee range shown in consultation quotation
    Consultation Duration Options Laravel > Settings > Consultations Available time slots (30/45/60 minutes)
    Video Platform Laravel > Settings > Integrations Zoom/Teams configuration for video consultations
    Consultation Offer Template Laravel > Email Templates Customizable template for Paid Consultation emails ​

Notification & Communication Rules


  • Event Recipient Timing Content
    New Consultation Enquiry Assigned User Immediately "New Client Assigned" with consultation flag noted
    Consultation Offer Sent Client User-triggered Fee, date/time options, payment instructions
    Consultation Confirmation Client User-triggered Final date/time, video link/phone number
    Consultation Completed Client After status change Satisfaction survey (if selected)
    NO Automated Reminders N/A N/A Consultation-only records are exempt from automated follow-up emails ​

  • GDPR: Terms & Conditions must be agreed before consultation; data export/anonymization tools available for "Right to be Forgotten" requests.​

  • Payment Before Service: Consultation fee must be received before the consultation to avoid disputes over non-payment.

  • Financial Audit: Each consultation payment declaration creates an immutable log entry; Credit Notes required for any adjustments.​

  • Fee Transparency: Consultation fee and any VAT/tax must be clearly stated in the Offer Email.

Backend Processes/Code Services


    Component Function
    is_consultation_only flag Boolean field on client record; when true, triggers consultation-specific behavior
    ConvertPreliminaryToLead Backend service that converts preliminary/consultation record to full lead, preserving history and lifting consultation constraints
    Notification Suppression Logic Consultation-only records excluded from automated reminder email cron jobs
    Strategy Guide Filtering When is_consultation_only = true, Strategy Guide tab filters available options to consultation-only templates
    Paid Consultation Response Email Template Pre-configured email template (ID: 9.3.3) for consultation offers 
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