Set up intake

Everything here is under Settings, Intake. Every change is recorded in the audit trail.

Pipelines

A pipeline is the stages an enquiry passes through. The firm has one default pipeline and at most one live pipeline per practice area; a new enquiry goes on its practice area's pipeline, else the default. General, criminal defence and corporate pipelines are shipped and can be changed.

• New pipeline asks for its name, practice area and first stage. Add the other stages on its page.
• Each stage has a target in hours and its gates. Moving to a stage needs every gate of every stage up to it.
• Move up and Move down reorder the stages.
• A stage with open enquiries cannot be removed, and a stage an enquiry ever stood in is retired rather than deleted.
• Make the firm's default moves the default to this pipeline.

Outcome reasons

The reasons an enquiry is closed for, under each outcome: declined by the firm, conflict, prospect declined, no response, duplicate, referred elsewhere and disqualified. Retire a reason the firm no longer uses; a reason no enquiry was closed for can be deleted.

Assignment rules

Rules are read in order and the first whose conditions all hold chooses the owner of a new enquiry. Conditions are the practice area, the office, the channel, how the prospect found the firm and whether they are already a client. A rule gives the enquiry to a named person, to the client's relationship lawyer, or round robin over its members, the one assigned longest ago next. A name given when the enquiry is taken in always wins, and an enquiry no rule matches waits for the intake team.

Service levels

How soon a prospect must hear back (60 minutes unless changed), how long after a missed target the owner's supervisor is told (24 hours), and how many days a closed enquiry may be reopened (90). The owner, or everybody who manages enquiries while nobody owns it, is told once when a target is missed.