At a glance
Good intake = structure + speed + transparency. Automation pays off when it reduces handoffs - not when it adds complexity.
- How to structure, prioritise and route enquiries cleanly.
- Which data fields you actually need (and which just slow you down).
- How follow-ups & status work without manual chasing.
- Which KPIs make success measurable (response time, cycle time, conversion).
Typical problems (and why they’re expensive)
In larger teams it’s not about “more hustle”, but about clean handoffs and reliable routines. Intake becomes expensive when good cases are answered too late or routed incorrectly.
Unclear priority
Good enquiries sit next to everything else - and get lost in daily work.
Response time too slow
Replies take days instead of hours. Every week, good leads get lost.
Media breaks
Forms, email, phone, notes - data is captured multiple times.
No transparency
No clear status: who replies, what’s open, what’s the next step?
Target state: what good intake looks like
Goal: get cases onto the right track faster - with clean status and without duplicate data entry. Practically, this can be broken down into four building blocks:
1) Structure
Standardized questions, clear categories, clean record.
2) Prioritization
Rules + optional AI screening: spot good cases faster.
3) Routing
Automatic assignment by team/location/practice area incl. tasks.
4) Follow-ups
Follow-up logic, reminders, booking handoff - without manual chasing.
Minimal dataset: the fields that actually help
The most common mistake is an overly long form. Better: a few required fields, then clean qualification and clear status.
- Contact (name/email/phone) + preferred time window.
- Practice area/category (selection instead of free text where possible).
- Short description (1-3 sentences) + optional upload/documents.
- Urgency/deadline (if relevant) - as a clear selection.
- Consent/privacy (legally sound, but short).
- Source/channel (for later analysis), not necessarily required.
KPIs that make the difference
To avoid “felt improvement”, define 2-3 metrics upfront.
Lead Intake: Status, Routing, Follow-ups
Inquiries from multiple channels are centrally captured, categorized, and routed. Follow-ups run rule-based, status is transparent for team & assistants.
Lead Intake Checklist
All key points for a clean intake process: data records, prioritization, routing, follow-ups, and KPIs.
From the blog
View all postsClient Intake Automation for US Law Firms: From Lead to Retainer
Transform how your US law firm handles potential clients. Automated intake, intelligent routing, and follow-up workflows designed for American attorneys.
Lead Intake Form for Law Firms: The 5 Essential Fields
Why fewer fields mean more conversions—and which 5 required fields no law firm intake form should miss.
Lead Intake Form: 7 Fields That Really Help (Law Firm)
A practical minimal form for law firms: 7 fields that enable routing, follow-ups, and KPIs – without deterring clients.
What’s next
Intake is often the entry point. Next come content automation or additional process chains - ideally on a stable workflow backbone.
Questions we often get
What’s the most common bottleneck in intake?
What’s the most common bottleneck in intake?
Not the channel - the lack of status and prioritization. Without a clear category, owner, and next step, intake becomes an inbox problem.
Is AI mandatory for intake?
Is AI mandatory for intake?
No. Often clear rules, structured fields, and clean handoffs are enough. AI is optional - useful when it supports screening/clustering without replacing your process logic.
How do you start without a huge project?
How do you start without a huge project?
With a clearly scoped first workflow: one intake channel, one routing rule, one follow-up. Then stabilize - only after that add more channels/teams.
In 2 weeks: response time under 12 hours
Tell us how enquiries arrive today and which KPI you want to improve. We’ll propose a status model + follow-up logic.