Review a consultation inquiry

A prospective client has asked for a consultation. Collect basic contact and routing information so the intake team can decide the next step with the relevant context.

Before you start

Use an authorized workspace with Form builder and Pipeline follow-up enabled in Plugins. Both start disabled. Choose who will review responses and own the resulting opportunities. A connected mailbox is needed only when you send a reply.

Explore the law firms workspace with fictional records. Use it to inspect the shared screens and simulated actions; configure real forms or provider connections in a workspace you control.

Work through this example

A fictional Alder Ridge prospect asks whether the firm can arrange an initial consultation. The intake coordinator needs enough context to route the request.

Capture. Name, email, callback availability and a brief inquiry category using the firm’s approved intake wording.

Decide. Have the authorized intake owner complete the firm’s conflict and suitability checks in its established system.

Hand off. Record the approved next contact and its owner. Collect detailed documents through the firm’s approved channel.

Complete the workflow

1. Include a name and usable email address so the reviewed response can be linked to a customer. Open Forms and create a draft called Consultation request. Include name, contact email, broad practice area and preferred callback time.

2. Preview the form, save it and publish its share link. Submit one fictional example through that link before using it with customers.

3. Open Responses, review the example and accept the appropriate response into the pipeline. Check the matched contact instead of creating a second record for the same person.

4. Open the resulting opportunity in Pipeline. Record an owner and the next action: Assign an intake callback to the appropriate team member.

5. Enable and run Pipeline follow-up from Plugins. Use its findings to review stale opportunities or overdue next actions, then update the source record. The report itself does not send a message.

Check the result

The accepted response is represented in the pipeline with the correct customer context and a recorded next action. The follow-up report gives the owner a reason to inspect a record when its update or next action becomes overdue.

Adapt it for your business

Add a verified practice-management connection through an adapter; conflict checks and legal assessments require their own implemented process.

For a coded variation, use Build an extension and include this example’s decision, owner and completion check in your development brief. Keep customer identity and task history in the shared services.

What to check

If a response cannot be accepted, check for a usable email address and whether it was already reviewed. If the report is empty, inspect its coverage and the opportunity dates. To send a reply, open the conversation and verify the sender connection and recorded send result.

Plugins must be enabled for their operations to run. Hosted infrastructure and connected providers may have costs; AI conversations use your configured model. Keep each human decision required by the action’s policy, and verify the result in the source screen before relying on it.