Status & Sub-Status Architecture

Main Statuses and Sub-Statuses

The platform uses a dual-layer tracking system to manage the lifecycle and audit trail of every client.

A. Main Statuses (Lifecycle & Visibility)

Controlled via the Status dropdown in the Overview tab. These determine which Dashboard List the client appears in.

B. Sub-Statuses (Action Audit Trail)

Sub-statuses are set automatically by the “All Actions” workflow or system events to track specific interactions and follow-up steps.

• Another Person Answered – Admin Reminder Sent: Set when a non-client answered a scheduled call; records that admin-level follow-up has been requested.
• Another Person Answered – Email Sent: Follow-up email sent after someone else answered the phone; indicates phone contact failed but email contact is in progress.
• Change To Consultation Requested: User has requested to switch from full Direct Service/regular service to a Paid Consultation only, typically because the client mainly seeks information.
• Client Record Postponed: System flag used when the scheduled call is beyond 24 hours (e.g. late Friday lead, Monday call), suppressing “slow response” reminders.
• Consultation Offer sent – Pending Client Response: Consultation Offer Email sent; system is waiting for client’s decision and/or payment.
• Meeting Confirmation Email Sent: Offer/confirmation email sent with date/time of appointment; next step is the meeting itself.
• No Reply To Offer – Admin Reminder Sent: Used when there has been no reply to an Offer Email and admin has been reminded to review or adjust strategy.
• No Reply To Offer – Professional Reminder Sent: Client has not replied to an Offer Email and a follow-up reminder has been sent by or on behalf of the professional.
• Non-Responsive – 24h Email Sent: First non-responsive follow-up email sent approximately 24 hours after a failed contact attempt.
• Non-Responsive – Admin Reminder Sent: Client remains non-responsive after chasers and admin has been reminded to review or decide on elimination/strategy change.
• Offer Email Sent – Pending Reply: Direct Service or quotation email sent; system is waiting for client’s reply.
• On Recurring Payments: Client configured for recurring service (monthly tax, accounting, annual returns, etc.); recurring payments are expected and tracked.
• Pending Anonymisation: Record has met GDPR criteria and is queued for anonymisation but not processed yet.
• Phone Out of Order – Admin Reminder Sent: Phone number invalid/unreachable and admin has already been reminded to correct details or switch channel.
• Phone Out of Order – Email Sent: After discovering the phone is out of order, an email has been sent instead; email becomes primary channel.
• Preparation – Pending User Review: Preliminary email drafted by Admin and sent to User for review before sending to client.
• Requested Contact By Email: Client explicitly requested email-only contact; requires Admin approval and, if accepted, usually leads to Ongoing status with email access only.

1. Created

What it is

First live status for a client record. The lead has moved beyond the New Enquiry intake tag and is now an active case, often under a named professional.

For some Paid Consultations and Direct Services, a client record may remain unassigned if a Preliminary Email can be sent without lawyer review and the client never responds.

When it is used

• Set when Admin converts an intake lead into a working file by assigning it to a specific User as a Regular Enquiry.
• Set when Admin registers a Paid Consultation or Direct Service enquiry (with or without immediate assignment to a specific User).
• Used immediately after assignment (or after resolving an NPD state) once the lead is considered “taken in charge”.

How it differs from New Enquiry

• New Enquiry is a system-level intake tag for fresh, unworked leads and for populating the “New Enquiries” list.
• Created marks the point where the lead becomes part of the lawyer’s workload and enters the main lifecycle (Created → Ongoing / Hibernated / Eliminated, etc.).

Main behavioural effects

• Moves the record out of the Pending list in Laravel into the Current Clients list.
• While status is Created, the assigned User can still correct Enquiry Type via the Change Enquiry Type workflow; after Ongoing/Hibernated/Completed/Closed, ET changes are more restricted and may require Admin.
• Acts as launch point for downstream flows: User can send Offer Emails, Paid Consultation or Direct Service offers, or move to Eliminated if clearly not proceeding.
• Until status changes to Ongoing, direct email-from-BO remains restricted; certain events (client reply, payment entry) may promote to Ongoing.

Sub-status behaviour (Created)

Consultation Offer Sent – Pending Client Response

Used in the Paid Consultation workflow when Admin or User has sent a Consultation Offer Email and the system is awaiting the client’s reply/payment.

Offer Email Sent – Pending Reply

Used for regular enquiries when an Offer Email has been sent; status remains Created while the system waits for a response.

If there is no response and no payment within a defined window, reminder emails are sent; ongoing silence typically leads to Eliminated, often with a feedback survey.

Change To Consultation Requested

Used when, after speaking with the client, the User believes the engagement should be limited to a paid consultation and requests Admin approval to switch format.

Preparation – Pending User Review

Indicates Admin has drafted a preliminary email (Paid Consultation or Direct Service) and is awaiting User confirmation before sending to the client.

2. Contacted

This legacy status appears in older descriptions as “User has sent the first email or made the first call”, but is rarely used in the current system.

Modern flows rely on Created/Ongoing plus the Record Contact Results audit trail instead; Contacted should be treated as deprecated with no new behaviour added.

3. Ongoing

What it is / when used

• Main active-work status once the client has instructed and the professional is carrying out work.
• Initial status for some Additional Services where no sales strategy is required.
• Used on delegatee records for recurring services while the principal record is Hibernated.
• Appears in Current Clients and is heavily used across all Enquiry Types.

Main behavioural effects

• Enables the User to access the client’s email address and send emails from within BO.
• Included in workload/statistics; drives dashboards and reporting.
• Allows transitions to Completed, Closed (Admin only), Hibernated (for recurring), or Eliminated/Rejected (subject to Admin rules).
• Admin can create blocking tasks (e.g. Add Payment) that must be completed before moving to completion or closure.

Sub-status behaviour: Call outcomes and non-response

The Strategy Guide “Contact” step and Record Contact Results modal (via All Actions) drive several non-responsive and phone-problem sub-statuses.

• Client Didn’t Answer → sends a non-response email and sets a Non-Responsive sub-status.
• Phone number provided doesn’t work → sends an email and sets Phone Out of Order – Email Sent.
• Someone else answered → sends an email and sets Another Person Answered – Email Sent.

Further lack of response can trigger admin reminders and ultimately automatic movement to Eliminated plus a survey email.

Requested Contact By Email

When a client explicitly asks for email-only contact, the User can set Requested Contact By Email; Admin approval typically moves the case to Ongoing with email access but no scheduled calls.

Hibernated status

What it is

The Hibernated status is used for clients who receive recurring services (for example, annual non-resident tax, quarterly rental tax, annual income tax returns), where no further work is required until a future period.

When to use Hibernated

• The client has instructed the User and the current-period service has been fully provided.
• The payment for the current period has been added in the Payments tab of the client record.
• The service is expected to repeat (typically yearly or quarterly) and the client is likely to use the same service again.

In these cases, instead of setting the status to Completed, the User sets the client record to Hibernated so that it is removed from the normal Current Clients list until the service is next due.

How Hibernated works

• Admin configures, at Enquiry Type level, the “wake-up” month/day for each recurring service (for example, IRNR in September, IRPF Rentals each quarter, annual Renta in May, etc.).
• After the User has provided the service for the current period and added the corresponding payment, the User changes the status from Ongoing to Hibernated.
• While in Hibernated, the record is hidden from the User’s standard Current Clients list, but can still be accessed via filters such as “All Records” or specific recurring-service filters.
• A scheduled background process runs before each configured due date and:
  • Changes all relevant Hibernated records for that Enquiry Type to Ongoing.
  • Updates the Next Progress Date appropriately.
  • Sends a notification to each User with a list of their reactivated recurring clients.
• Once reactivated (status = Ongoing), the client records automatically reappear in the Current Clients list so the User can begin preparing the next period’s work.

Typical recurring cycle

1. Client is assigned and the User receives instructions.
2. User provides the service for the current period and records the client’s payment.
3. User sets the status to Hibernated so the file is removed from the active list until the next period.
4. On the configured date (with some lead time), the system automatically:
   • Returns the status to Ongoing, and
   • Notifies the User with a list of all such clients to start work again.
5. After the new period’s service is delivered and payment is recorded, the User again sets the client to Hibernated, and the cycle repeats.

Relation to recurring services

For services marked as “On Recurring Payments” or otherwise defined as cyclical, Hibernated is the standard status between service periods: the recurring behaviour begins as soon as the first period’s work has been completed and its payment added, at which point the record is moved to Hibernated instead of Completed.

9. Closed

What it is / when used

Closed is an administrative closure state used after Admin verifies that work and payments are complete, survey handling is done and Intelliquote or other reporting has been updated.

Main behavioural effects

• Closed records are removed from Current Clients and other active worklists but remain visible in All Clients for historical reference.
• Closed marks the start of GDPR retention periods: anonymisation after roughly 6 months and deletion after roughly 12 months (configurable).

Sub-status: Pending Anonymisation

The Pending Anonymisation sub-status indicates that a record has met GDPR criteria for anonymisation and is queued for anonymisation but not yet processed.

10. Eliminated / Rejected / Unsuitable Enquiry

What they are / when used

• Eliminated: lead is dead (price too high, client ghosted, user cannot assist, or client chose another lawyer).
• Rejected: Admin-level review of an eliminated lead, used to decide whether to send a survey.
• Unsuitable Enquiry: invalid lead (spam, wrong jurisdiction, clearly outside scope).

Main behavioural effects

• Moving to Eliminated always shows a “reason” popup; reason stored for reporting.
• Chaser emails and non-responsive sequences stop.
• For Direct Service enquiries, Eliminated stops Direct Service follow-ups but retains the isdirectservice flag.
• Eliminated/Rejected/Unsuitable are excluded from Current Clients and subject to GDPR anonymisation after retention.

Sub-statuses & NPD linkage

NPD – Client Not Proceeding is used when a client declines before proper assignment; status becomes Eliminated but the NPD flag is kept for reporting.

11. NPD states

What they are / when used

• NPD – Awaiting Assignment: no user assigned or auto-assign failed; client not yet allocated.
• NPD – Unassigned: previously had a professional who was removed (left network, ET change, manual override).
• NPD – Client Not Proceeding: client declined while in NPD; status becomes Eliminated but NPD flag remains.

Main behavioural effects

• Orange NPD badge in list views and red “No professional designated” banner on the client record.
• Admin can Assign User or Mark Not Proceeding from the banner.
• NPD – Awaiting Assignment for 72h triggers an Expired badge and inclusion in “Expired Clients”; status itself does not auto-change.

12. Freeze client

What it is / when used

A conceptual status/flag to pause reminders and status checks without marking the enquiry as Eliminated, typically used when clients explicitly ask to put matters “on hold”.

Exact implementation (dedicated status vs flag), permitted transitions and related sub-statuses are not fully defined in current documentation.

13. Meeting / Consultation / Preparation Sub-status group

• Preparation – Pending User Review: covered under Created; draft email awaiting User approval.
• Meeting Confirmation Email Sent: User has sent an email confirming date/time of a consultation/meeting; next step is to hold the meeting.

These sub-statuses differentiate “offer sent”, “meeting scheduled” and “meeting held”, though detailed triggers and list effects are not fully specified.

14. Requested Contact / Client Record Postponed Sub-status group

• Requested Contact By Email: client explicitly requests email-only contact; requires Admin approval and typically moves to an email-only Ongoing state.
• Client Record Postponed: used when a lead is assigned but the scheduled call is beyond the standard 24-hour response window, suppressing slow-response reminders.

15. On Recurring Payments

Indicates that the client is configured as a recurring service (such as monthly tax or accounting) and that recurring payments are expected and tracked.

In practice, it is used together with Hibernated/Ongoing to mark cyclical services; detailed technical rules for when it is first applied are defined at Enquiry Type and workflow level.