# Prepare an intake packet when details are missing A new enquiry reaches the firm with a name and a general topic, but the administrative details needed for a callback are blank. The owner wants a useful intake packet before deciding who should follow up. In this fictional example, the firm supplies its own approved field list and the information already received. The result is an administrative draft. Canonical: https://areinum.com/examples/law-firm-incomplete-intake/ Language: en Updated: 2026-10-31 ## Fictional example The owner's request: Use our approved intake fields to show what this enquiry contains and what I should ask next. Do not assess the legal matter. Information provided: - Fictional approved fields: contact name, preferred contact method, general enquiry type and callback window. - Fictional enquiry: Avery Lane; commercial lease. No preferred contact method or callback window supplied. Example result: Intake packet: name and general enquiry type recorded. Preferred contact method and callback window missing. Draft question: “What is the best way to contact you, and when would be a suitable time for a callback?” The next step: The firm checks the packet and recipient, then decides whether and how to follow up under its own process. ## 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](https://www.clio.com/blog/client-intake-process-stages/): Clio describes stages in its approach to law firm client intake, including collecting information. - [What are your Client Intake and Case Management Processes?](https://www.reddit.com/r/LawFirm/comments/ob06lg/what_are_your_client_intake_and_case_management/): A law firm discussion presents different approaches to collecting client information during intake. ## Related reading - [AI for small law firms: organise intake and administrative work](https://areinum.com/ai-for-small-law-firms/) - [Prepare and work with business documents](https://areinum.com/product/documents/) - [Find what is missing before a client project starts](https://areinum.com/guides/missing-client-project-information/) Explore the demo: https://platform.areinum.com/ See how Areinum approaches this work. Demo access may need to be arranged.