Give the role a reliable starting point.
Provide intake scripts, practice categories, emergency routing, and limits on detail collected before review.
New inquiry intake
New inquiry intake
Capture approved first-contact information and route it to the correct person in your firm.
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.
- Use attorney-approved questions
- Confirm contact preferences
- Record reported dates without interpretation
- Escalate urgent information under firm rules
What comes back to your team
Work you can see and review.
Inquiry record
A working record with source references, current status, and the person responsible for the next step.
Urgent-review handoff
A focused view of missing inputs, unanswered questions, and items that need your decision.
Missing-information queue
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
A caller mentions an upcoming hearing. The assistant records the stated date and promptly routes the inquiry under the firm’s urgency procedure without assessing the deadline.
Illustrative workflow, not a client case study.Check the work before closing the loop.
Review exact names, contact details, source wording, and handoff acknowledgment.
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 GrowLawmaticsMyCaseApproved phone platform
Platform names describe possible working environments, not endorsements or a promise of certification.
Inside the responsibility
What new inquiry intake looks like in practice.
Capture approved first-contact information and route it to the correct person in your firm. 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.
Use attorney-approved questions
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: Inquiry record. Include the source reference, current status, and next owner when an item remains open.
Confirm contact preferences
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: Urgent-review handoff. Include the source reference, current status, and next owner when an item remains open.
Record reported dates without interpretation
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: Missing-information queue. Include the source reference, current status, and next owner when an item remains open.
Escalate urgent information under firm rules
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: Inquiry record. 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.
A caller mentions an upcoming hearing. The assistant records the stated date and promptly routes the inquiry under the firm’s urgency procedure without assessing the deadline.
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: Review exact names, contact details, source wording, and handoff acknowledgment.
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: Provide intake scripts, practice categories, emergency routing, and limits on detail collected before review.
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: No legal advice, case assessment, deadline calculation, or representation promise.
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, Approved phone platform. 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 new inquiry intake?
Provide intake scripts, practice categories, emergency routing, and limits on detail collected before review.
How will we know what is complete?
Review exact names, contact details, source wording, and handoff acknowledgment.
Which decisions remain with us?
No legal advice, case assessment, deadline calculation, or representation promise.
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.
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 ↗
Conflict-check data preparation
Conflict-check data preparation
Prepare names and administrative identifiers for your firm’s attorney-controlled conflict process.
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.