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 Dropdowndropdown in the Overview Tab.tab. These determine which Dashboard List the client appears in.

B. Sub-Statuses (Action Audit Trail)

AutomaticallySub-statuses are set automatically by the "“All Actions"Actions” workflow or Systemsystem Eventsevents to track specific interactions.interactions and follow-up steps.

• Here is a concise reference list using the sub‑status names visible in your screenshots, plus short descriptions inferred from the documented workflows.

  • Another Person Answered – Admin Reminder Sent
    : Set bywhen Usera in All Actions > No > Client Didn't Answer: A non‑non-client answered the client calla scheduled bycall; Admin; used to trackrecords that the admin‑admin-level follow‑follow-up step has been done.​

    requested.

  • Another Person Answered – Email Sent
    Set: by User in All Actions > No > Client Didn't Answer A follow‑Follow-up email has been sent to the client after someone else answered the phone; indicates phone contact failed but email contact is in progress.​

  • Change To Consultation Requested
    Set by User in All Actions > Yes > Change to Paid Consultation; The: User has askedrequested to switch from a full Direct Service/regular service to a paidPaid consultationConsultation onlyonly, (most likelytypically because on reviewing the enquiry, the User feels that it is likely the client ismainly seekingseeks information, which the User is happy to oblige, but wants to get paid for it, so by switching to Paid Consultation, will be able to send an Offer Email of that type, inviting the client to a Paid Consultation on a specific date etc ​

    information.

  • Client Record Postponed
    Set by: System flag used when a lead is assigned, but the date scheduled for the client call is beyond 24 hours.hours This happens often when lead assigned(e.g. late on Friday evening and the call is scheduled forlead, Monday afternooncall), -suppressing the“slow objectiveresponse” is to avoid the automated reminders/notifications that are sent when 24 hours has passed since assignment.​

    reminders.

  • Consultation Offer sent – Pending Client Response
    A: PreliminaryConsultation Offer Email (service/fee/conditions) has been sent by Admin to the client and the next expected action is the client’s reply;sent; system is effectively waiting for response.​

    client’s decision and/or payment.

  • Meeting Confirmation Email Sent
    The: UserOffer/confirmation hasemail sent thewith Offer Email to the client, specifying date and date/time of appointment; used to show that logistics are confirmed and the next step is the meeting itself.​

  • No Reply To Offer – Admin Reminder Sent
    Not: sureUsed -when needthere has been no reply to checkan this.​

    Offer Email and admin has been reminded to review or adjust strategy.

  • No Reply To Offer – Professional Reminder Sent
    : Client has not replied to any type ofan Offer Email and a follow-up reminder has been sent toby or on behalf of the client to follow up; flags that the client has been nudged.​

    professional.

  • Non‑Non-Responsive – 24h Email Sent
    An: initialFirst “non‑responsive”non-responsive follow‑follow-up email has been sent roughlyapproximately 24 hours after noa reply;failed markscontact the first automated or semi‑automated chaser.​

    attempt.

  • Non‑Non-Responsive – Admin Reminder Sent
    : Client remains non‑non-responsive after earlier chasers and the admin has been reminded to review or decide whetheron toelimination/strategy eliminate or change strategy.​

    change.

  • Offer Email Sent – Pending Reply
    A: Direct Service or quotation email has been sent to the client and thesent; system is now waiting for the client’s reply (feeds into the Direct Service follow‑up timings).​

    reply.

  • On Recurring Payments
    The: client isClient configured as afor recurring service (e.g. monthly tax, accounting)accounting, andannual returns, etc.); recurring payments are expected/beingexpected trackedand on a recurring basis.

    tracked.

  • Pending Anonymisation
    The: recordRecord has met GDPR criteria for anonymisation (e.g. inactive for the configured period) and is queued tofor be anonymisedanonymisation but not yetprocessed processed.

    yet.

  • Phone Out of Order – Admin Reminder Sent
    : Phone contactnumber has failed due to an invalid or invalid/unreachable number and admin has already been reminded to fix contactcorrect details or choose an alternativeswitch channel.​

  • Phone Out of Order – Email Sent
    : After discovering the phone is out of order, an email has been sent to the client instead; indicates that email isbecomes now the active communicationprimary channel.​

  • Preparation – Pending User Review
    : Preliminary email hasdrafted beenby draftedAdmin and sent to User for review before being sentsending to the client - can be either a Paid Consultation or a Direct Service Offer Email. The client may edit the email/fees and then clicks 'Confirm' button at bottom of screen to indicate they are finished reviewing and appropriate notification sent to Admin to open and send email to the client.​

  • Requested Contact By Email
    Set by User: All Actions > Yes >: Client Requested Email Contact - indicates that the Client has explicitly requested thatemail-only contact be made by email (for preference or because phone is unreliable), and no telephone call may be scheduled. Requires Admin approval, and if agreed, status changed to 'Ongoing' so User can access email section. (Thiscontact; requires Admin authorisationapproval sinceand, theif lawyersaccepted, wouldusually tryleads to respondOngoing tostatus almostwith allemail enquiriesaccess by email, and the outcome is poor)​

    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 –case, often under a named professional,professional.

For in the case ofsome Paid Consultations and some Direct ServicesServices, it is possible thea client record ismay neverremain assigned to a Userunassigned 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:by
  assigning
  • Assigningit to a specific User ifas a Regular Enquiry, orEnquiry.
  • AssigningSet aswhen Admin registers a Paid Consultation or Direct Service Enquiryenquiry (whetherwith or notwithout assignedimmediate assignment to a Specificspecific User)
  .
• Used immediately after assignment (or after resolving an NPD resolution)state) once Advocate Abroad considers the lead is considered “taken in charge”, even if the client has not yet formally instructed..

How it differs from New Enquiry

• New Enquiry is a system‑system-level intake tag used only for freshlyfresh, created, not‑yet‑workedunworked leads and for populating the “New Enquiries” list; it mainly distinguishes brand‑new vs existing leads.list.
• Created marks the point where the lead becomes part of the lawyer’s real workload and enters the main lifecycle (Created → Ongoing / Waiting for Response / Direct Service / Hibernated / Eliminated)Eliminated, etc.).

Main behavioural effects

• Marks the transition from intake to live case:Moves the record leavesout of the “Pending”Pending list in Laravel andinto startsthe appearing in “Current Clients”.Clients list.
• While status is Created,Created, the assigned User can still correct the Enquiry Type (ET) via the Change Enquiry Type workflow; after moving to Ongoing, Hibernated, Completed or Ongoing/Hibernated/Completed/Closed, ET changes becomeare more restricted and may require Admin.
• CreatedActs is theas launch point for downstream flows: from here the User can startsend workOffer andEmails, movePaid toConsultation Ongoing,or move to Waiting for Response, trigger a Direct Service offer,offers, or move to Eliminated if the lead is clearly not proceeding.
• Until Statusstatus changes to Ongoing, the Emails section forOngoing, direct email from email-from-BO remains restricted; incomingcertain emailsevents from(client the client’s registered address and/or a manually addedreply, payment canentry) may promote the case to Ongoing (exact promotion rules remain an open point).Ongoing.

Documented Sub‑Sub-status behaviour (Created)

Consultation Offer Sent – Pending Client Response

Context:Used in the Paid Consultation workflow.

Trigger:when Admin treatsor theUser enquiryhas as suitable for Paid Consultation and sendssent a preliminary email explaining consultation terms and asking if the client wishes to proceed. If the client responds positively, Admin uses Convert to Lead. When the User then sends the Consultation Offer Email (date/time, format, benefits, fees) fromand the clientsystem record,is awaiting the sub‑statusclient’s becomesreply/payment.

Effects:Used Mainfor Statusregular staysenquiries when an Offer Email has been sent; status remains Created while the system waits onfor thea client.response.

If there is no response and no payment within thea expecteddefined window, at least one reminder emailemails isare sentsent; ongoing silence typically leads to theEliminated, client;often if the client still does not proceed, the case is moved to Eliminated so it is not chased indefinitely.

Open points: Exact reminder timing and whether the final move to Eliminated is automatic vs manual are not specified in the current docs.

Offer Email Sent – Pending Reply

Context: Regular (non‑consultation) enquiries in Created status.

Trigger: User sends an Offer Email (quotation/proposal) from the client record; the sub‑status becomes “Offer Email Sent – Pending Reply”.

Effects: Status remains Created;with a positivefeedback reply and/or payment should lead to Ongoing. If the client does not respond and no payment is recorded, reminder email(s) are sent. If there is still no clear decision, the professional or Admin moves Status to Eliminated.

Open points: Reminder schedule and any automatic transitions are not detailed in the existing docs.survey.

Change To Consultation Requested

Context:Used Duringwhen, aafter regularspeaking call,with the lawyer realises the client mainly wants information or a second opinion.

Trigger: After explaining that they can only assist on a Paid Consultation basis,client, the User clicks Change To Consultation Requested (All Actions > Yes). This records thatbelieves the Userengagement wishesshould be limited to a paid consultation and requests Admin approval to switch from a full case to a Paid Consultation only, usually because the engagement is more informational and the lawyer wants to ensure they are paid for their time.

Effects: Status stays Created while pending. A notification is sent to Admin to approve the switch. If Admin agrees, the enquiry format is changed to Paid Consultation, the User gains access to the consultation calendar and the Paid Consultation Offer Email, and the flow continues with “Consultation Offer Sent – Pending Client Response”.

Open points: No automatic timeout is documented if Admin does not respond to the request.format.

Preparation – Pending User Review

Context: Mainly Paid Consultation and Direct Service preliminary emails.

Trigger:Indicates Admin draftshas drafted a preliminary email (consultationPaid Consultation or Direct Service) and sendsis itawaiting User confirmation before sending to the assigned User for review. Sub‑status becomes “Preparation – Pending User Review”.client.

Effects:

2. Contacted / Contacted family

This Statuslegacy status appears in some legacyolder descriptions as “User has sent the first email or made the first call”., However, itbut is notrarely presentused in the v2.0 manual’s core status set and is rarely seen in current usage.system.

Modern modernflows systemrely useson Created, Created/Ongoing andplus the Record Contact Results audit trail toinstead; captureContacted firstshould contact instead. It is therefore bestbe treated as deprecated, with no new behaviour attached.added.

• Main active‑active-work status; usedstatus once the client has instructed and the professional is carrying out work.
• AlsoInitial usedstatus for some Additional Services where no sales strategy is required.
• Used on delegatee records for recurring services,services while the principal record is Hibernated.Hibernated.
• Appears in “Current Clients”;Clients and is heavily used by lawyers, accountants and ASPs across all ETs.Enquiry Types.

Main behavioural effects

• PermitsEnables the User to access the client’s email address and to send emails from within BO; prior to Ongoing, email‑from‑BO is restricted.BO.
• Included in workload/statisticsstatistics; for active clients; forms part ofdrives dashboards and reporting.
• StatusAllows transitions allowed:to WaitingCompleted, for Response, Completed, Closed (Admin only), Hibernated (for recurring), or Eliminated/Rejected (subject to Admin rules may apply)rules).
• During Ongoing, Admin can create blocking tasks (e.g. Add PaymentPayment) or similar tasks; these tasksthat must be completed (for example, payment entered) before the User can move onmoving to completion/closurecompletion or freely work on other clients, effectively gating moves out of Ongoing until key actions are done.closure.

Sub‑Sub-status behaviour: Call outcomes and non‑non-response

The Strategy Guide “Contact” step and Record Contact Results dialogmodal (via All Actions) drive aseveral number of non‑non-responsive and phone‑phone-problem Sub‑sub-statuses.

Client Didn’t Answer / Phone number doesn’t work / Someone else answered

Trigger: In Record Contact Results, the User selects Did you speak with the client? = No and then chooses Call Difficulties. A second dialog offers:

• Client Didn’t Answer → sends a non-response email and sets a Non-Responsive sub-status.
• Phone number provided doesn’t work
• Someone→ else answered

Each choice:

• Sendssends an immediate email toand thesets client, with text appropriate to the situation.
• Sets a Sub‑status:
  • Non‑Responsive – 24h/48h Email Sent (or similar) for “Client Didn’t Answer” – records that an initial non‑response chaser email has been sent.
  • Phone Out of Order – Email Sent for “Phone number provided doesn’t work”.Sent.
  • Someone else answered → sends an email and sets Another Person Answered – Email SentSent.

  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 “Someonewake-up” elsemonth/day answered”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.
• LeavesOnce mainreactivated Status(status as= Created or Ongoing depending on current state.

IfOngoing), the client stillrecords doesautomatically not respond (by email, WhatsApp or other means) within roughly 48–72 hours after this first outcome email, a reminder email is sent (for example reflectedreappear in Sub‑statuses like Non‑Responsive – Admin Reminder Sent, Another Person Answered – Admin Reminder Sent, Phone Out of Order – Admin Reminder Sent). If there is still no response and no manual intervention by User or Admin in a further ~48 hours, the StatusCurrent isClients automatically changed to Eliminated and a survey is sent. Sub‑statuses do not themselves block further contact; email capability remains governed by the main Status.

Requested Contact By Email

Trigger: During contact logging (typically All Actions > Yes), the User records that the client has explicitly requested communication by email only. Sub‑status becomes “Requested Contact By Email”.

Effects: Indicates that no phone call should be scheduled. Because handling all leads purely by email leads to poor outcomes, this change normally requires Admin approval. If Admin agrees, Status is set to Ongoinglist so the User can accessbegin preparing the Emailsnext sectionperiod’s andwork. respond via

Typical emailrecurring only.

cycle

Overall non‑responsive behaviour

1. ThereClient is noassigned fully automatic “we tried to call you but could not reach you” email purely based on time. All non‑responsive emails described above are sent whenand the User activelyreceives instructions.
2. User provides the service for the current period and records the outcome.client’s payment.
3. Sub‑statusesUser such as “Non‑Responsive – 24h Email Sent”, “Non‑Responsive – Admin Reminder Sent”, “No Reply To Offer – Professional Reminder Sent”, etc., represent specific steps in this chaser sequence;sets the exactstatus internalto labelsHibernated and precise timing are not fully specified inso the documentation.

4. Waiting for Response

What itfile is /removed when used

• Intermediate status used whenfrom the professionalactive islist waiting onuntil the clientnext or a third party (documents, decisions, payments).period.
• Users move to this after sending a proposal or chasingOn the client and should set an appropriate Next Progress Date.

Main behavioural effects

• Appears in “Current Clients”.
• Next Progress Date + Waiting for Response determines inclusion in the “Expired Clients” list when theconfigured date passes.
(with
• Typicalsome transitions:lead back to Ongoing once the client responds, to Eliminated if the client does not respond after reminders, or to Hibernated for long gaps in recurring contexts.

Sub‑status behaviour

• Sub‑statuses such as “Offer Email Sent – Pending Reply” and “Consultation Offer Sent – Pending Client Response” effectively meantime), the system is waiting for a client decision or payment; depending on configuration they may sit under Created or Waiting for Response.
• “No Reply To Offer – Professional Reminder Sent” and “No Reply To Offer – Admin Reminder Sent” represent first and second reminder steps when there has been no response to an Offer/Direct Service email. Exact timers are not specified.

Open points

• ExactReturns mappingthe of each “Offer / No Reply / Pending Client Response” Sub‑status to specific templatesOngoing, and timers is not fully documented.
• WhetherNotifies thesethe Sub‑statusesUser materiallywith affecta list visibility, beyond acting as audit markers and reminder triggers, is not clearly stated.

5. Direct Service

What it is / when used

• Logical sub‑status of Createdall Lead;such applied when Admin sends a Direct Service Offer email using a Strategy Guide and template.
• Used for pre‑packaged services sent centrally by AA; follows a dedicated follow‑up automation.

Main behavioural effects

• Status setclients to Directstart Service,work isdirectservice flag true; Direct Service Offer email sent immediately.
• Automated follow‑ups:
  • Approximately 48h after send: first reminder email if no client response.
  • Approximately 7 days: final reminder email if still no response.
  • After approximately 14 days: no further automated emails; Admin notified that the Direct Service offer has expired.again.
• ChangingAfter Statusthe fromnew Directperiod’s Serviceservice tois Eliminated immediately stops all Direct Service follow‑ups; isdirectservice flag remains true for reportingdelivered and forpayment correctlyis interpretingrecorded, the leadUser ifagain sets the client returnsto later.

Sub‑status behaviour

• Follow‑up Sub‑statuses such as “No Reply To Offer – Professional Reminder Sent”Hibernated, and “No Reply To Offer – Admin Reminder Sent” mark the 48hcycle and 7‑day reminder steps in the Direct Service sequence.repeats.
• They do not change core Status (which remains Direct Service) but record the follow‑up stage and prevent duplicate reminders.

Open points

• The exact label used at each follow‑up step and any additional constraints they impose are not explicitly documented.

6. Non‑Responsive / Non Responsive (Status)

Earlier documentation and your “lost” text describe Non Responsive as a Status where the system moves a file after repeated failed chasers, with chaser emails stopping at that point. The v2.0 manual, however, emphasises handling non‑response via Sub‑statuses and eventual movementRelation to Eliminated, and does not list Non Responsive as a core Status.

Given this, the safest interpretation for the current system is:

• Non‑responsiveness is primarily tracked by Sub‑statuses and then a move to Eliminated.
• If a separate Non Responsive Status still exists in the database, it is likely legacy and should not be used for new records unless PM/dev explicitly confirm its modern role.

7. Hibernated

What it is / when used

• Status used mainly for recurring services

  For services marked as the “principal” record between cycles.

• Canonical example: annual IRNR or M210 – principal client record is Hibernated, delegatee record is Ongoing for each cycle.

work
• Thehas exactbeen logic for applying “On Recurring Payments” (for example, at setup vs after N payments)completed and its interactionpayment withadded, Hibernatedat vswhich Ongoing is not fully specified.

8. Completed

What it is / when used

• Status indicatingpoint the professional workrecord is substantially finished and payment has been received.
• Set by the professional when the case is complete and all relevant payments have been recorded.

Main behavioural effects

• Changing to Completed triggers a payment confirmation popup which aggregates all payment records; if the system’s total does not match the User’s confirmation, the User receives a warning and should correct payments before confirming.
• Completed records:
  • Appear in Admin “Daily Updates” list for review.
  • Trigger a “Rate your lawyer” / client satisfaction survey.
  • Are candidates to be moved to ClosedHibernated byinstead Adminof afterCompleted.
    verification.

9. Closed

What it is / when used

Closed

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

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

Sub‑Sub-statuses & NPD linkage

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