Give the role a reliable starting point.
Define required fields, permissions, source authority, and retention instructions.
Intake CRM management
Intake CRM management
Keep inquiries, communications, and next actions connected in the firm’s approved system.
Book a free consultationScope, access, and coverage are agreed with your team.
The day-to-day work
A clear queue. A useful handoff.
Define the recurring work and the evidence your team needs to review it. These building blocks become a role-specific operating plan.
- Update authorized intake fields
- Link correspondence to inquiries
- Flag duplicate records for review
- Maintain next-action ownership
What comes back to your team
Work you can see and review.
Current inquiry records
A working record with source references, current status, and the person responsible for the next step.
Duplicate review queue
A focused view of missing inputs, unanswered questions, and items that need your decision.
Ownership report
A dated handoff that distinguishes completed work from pending review and unresolved exceptions.
Put the role into practice
From the first brief to the final check.
A practical handoff
Two staff members create records for the same inquiry. The assistant flags the possible duplicate and follows the firm’s approved consolidation process.
Illustrative workflow, not a client case study.Check the work before closing the loop.
Check matter association, access restrictions, and whether the recorded stage matches the actual decision.
Your systems, your permissions
Fit the role to your environment.
Tool familiarity is considered when defining the role. Your team approves every platform, access level, and source of truth.
Clio GrowLawmaticsMyCaseYour firm CRM
Platform names describe possible working environments, not endorsements or a promise of certification.
Inside the responsibility
What intake crm management looks like in practice.
Keep inquiries, communications, and next actions connected in the firm’s approved system. The scope below connects each recurring responsibility to its source information and a checkable working record. Your team confirms the exact steps, templates, and approval limits before work starts.
Update authorized intake fields
Begin with the latest request and its approved source record. Check that the necessary information is present, identify the owner, and clarify conflicting details before making an update.
Working output: Current inquiry records. Include the source reference, current status, and next owner when an item remains open.
Link correspondence to inquiries
Use the agreed template or checklist to carry out this task. Record what was checked and the date of the action so another team member can understand the current position.
Working output: Duplicate review queue. Include the source reference, current status, and next owner when an item remains open.
Flag duplicate records for review
Keep this work connected to the wider queue. Note dependencies and unanswered questions, and use the agreed escalation route when the next step requires a decision.
Working output: Ownership report. Include the source reference, current status, and next owner when an item remains open.
Maintain next-action ownership
Complete the task only when its agreed checks have passed. If an input is missing or an approval is pending, keep that status visible rather than treating the item as finished.
Working output: Current inquiry records. Include the source reference, current status, and next owner when an item remains open.
A handoff you can act on
Keep ready work separate from unresolved work.
Two staff members create records for the same inquiry. The assistant flags the possible duplicate and follows the firm’s approved consolidation process.
Ready for review
The agreed task is complete and the supporting information is available in your approved system. Attach or link the relevant record and identify any final reviewer before closing the item.
Review against: Check matter association, access restrictions, and whether the recorded stage matches the actual decision.
Waiting on an input
Name the missing information, where it was requested, and who is expected to supply it. Keep a follow-up date visible. An unanswered request should not disappear into a completed-work total.
Starting requirements: Define required fields, permissions, source authority, and retention instructions.
Needs your decision
Summarize the exception and the information already checked. Ask a specific question and route it to the authorized person. Keep the original source intact while the decision is pending.
Approval boundary: Support staff do not independently accept or reject matters or broaden access to confidential information.
Set the role up well
Agree what good work means before the first handoff.
Access and examples
Provide individual, approved access to the systems used for this responsibility. Share a completed example, an incomplete example, the relevant template, and a named reviewer. Sensitive working records belong in those systems, not in a public inquiry form.
Possible working environments include Clio Grow, Lawmatics, MyCase, Your firm CRM. Tool access and familiarity are confirmed as part of the role brief.
Review and workload measures
Agree which measures are useful for this queue: completed items, items awaiting an input, age of unresolved work, and corrections requested by the reviewer. Review these together with actual examples; volume alone does not establish that work is accurate.
Set response expectations from your operating needs. Coverage, turnaround targets, and the amount of work assigned are agreed separately rather than assumed from the service name.
Before you start
A few useful questions.
What should we prepare for intake crm management?
Define required fields, permissions, source authority, and retention instructions.
How will we know what is complete?
Check matter association, access restrictions, and whether the recorded stage matches the actual decision.
Which decisions remain with us?
Support staff do not independently accept or reject matters or broaden access to confidential information.
Can the role work in our existing tools?
We scope the role around your approved systems, including environments such as Clio Grow, Lawmatics, MyCase. Access, training, and the final tool requirements are confirmed before the role begins.
Related support
Connect the work around this role.
New inquiry intake
New inquiry intake
Capture approved first-contact information and route it to the correct person in your firm.
Explore the service ↗
Consultation scheduling
Consultation scheduling
Arrange consultations using approved availability, prerequisites, and client communication.
Explore the service ↗
Prospective client follow-up
Prospective client follow-up
Maintain respectful, approved follow-up while an inquiry awaits information or attorney review.
Explore the service ↗
Intake document requests
Intake document requests
Coordinate attorney-approved document requests through the firm’s secure channels.
Explore the service ↗A role shaped around your operationStart with the work
Start with the work
you want to hand over.
Tell us where the queue slows down. We’ll discuss the scope, tools, coverage, and review points that belong in your support role.
Book a free consultation
Define the role before making a commitment.