Use the firm's own intake fields
For this example, the firm has chosen four initial fields: contact name, preferred contact method, general enquiry type and a suitable callback window. Those are the fictional firm's choices for this case.
The submitted note names Avery Lane and says the enquiry concerns a commercial lease. It does not say how Avery prefers to be contacted or when a callback would be suitable.
Show what is known and what is still blank
The prepared packet can retain “Avery Lane” and “commercial lease” as supplied, with preferred contact method and callback window marked missing. It should not infer a phone number, appointment or detailed description of the matter from the general topic.
A draft question could read: “What is the best way to contact you, and when would be a suitable time for a callback?” That asks for the two fields the firm identified as incomplete.
Review the enquiry before taking it further
A staff member can check the original enquiry, confirm the appropriate recipient and decide whether the proposed question is suitable. The firm follows its own intake and conflict procedures and decides whether to accept the matter.
A name and an enquiry type do not establish a client relationship or answer a legal question.
Add answers to the same packet
If Avery later supplies a contact method and callback window, those details can be added with their source. Until then, the two fields remain open for the person handling the enquiry.
Questions you may have
Does the packet assess the legal matter?
It identifies missing fields in the firm's administrative checklist. A lawyer or the appropriate member of staff evaluates the matter.
Does a completed packet mean the firm has accepted the case?
No. Completing administrative fields is separate from the firm's conflict checks and its decision to accept or decline a matter.
Does the prospective client need to supply every detail immediately?
The firm decides what it needs at each stage. This example asks for a contact method and callback window because those are the missing fields in its checklist.
Sources and further reading
- The Client Intake Process: Steps to Take for Law Firms
Clio describes stages in its approach to law firm client intake, including collecting information.
- What are your Client Intake and Case Management Processes?
A law firm discussion presents different approaches to collecting client information during intake.
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