A client intake process for law firms that doesn't lose good matters

Quick answer: A good client intake process has six steps: the same first-call form for everyone, a conflict check before the long meeting, a clear yes or no within a day, one document checklist, a signed engagement letter, and a matter opened with a responsible lawyer and a next date.

Most firms don't lose matters because of poor advocacy. They lose them in the first 48 hours: a missed call back, a lost WhatsApp message, a document that nobody filed. A short, written intake process fixes most of that.

1. Take the first call the same way every time

Use one short form for every enquiry, whoever picks up the phone:

• Who is calling, and for whom (the person, a family member, a company).
• What happened, in their words, with the key dates.
• The other side: names of people and companies involved.
• What they want: advice, a notice, a suit, a defence, a settlement.
• Urgency: a hearing date, a limitation date, a notice period running out.
• How they found you.

Write it down while you talk. A note made later is always thinner.

2. Run a conflict check before you hear the whole story

Before a long meeting, check the other side's names against your existing clients and matters. If you already act for them, or acted against this person before, stop early and explain politely. Hearing confidential facts from both sides puts you in a difficult position. We cover this in more detail in [conflict checks for law firms](/blog/conflict-of-interest-checks-for-law-firms).

3. Decide quickly: take it, refer it or decline

Give the person a clear answer within a day. If you decline, say so in writing and, where a time limit is close, mention that they should take advice elsewhere quickly. A short decline note protects you and is a courtesy to them.

4. Collect documents with a checklist

Ask for documents in one list, not over ten messages:

• ID and address proof (and company documents for a business client).
• The contract, notice or order the matter is about.
• Correspondence with the other side.
• Any earlier case papers, with case numbers or a CNR number if there is a court case.

Store them in the client's file the day they arrive, with a clear name such as "2026-11-04 Notice from landlord.pdf".

5. Put the terms in an engagement letter

Even for a single consultation, a one-page letter saying what you will do, what you won't do, the fee and how it is paid avoids most later disputes. See [engagement letters for lawyers](/blog/engagement-letter-for-lawyers-india).

6. Open the matter properly

Give the matter a number, a responsible lawyer and a next action with a date. If there is a court case, add the hearing date to the firm's diary straight away.

Where software helps

In April's [clients and cases](/features/clients-and-cases) workspace, a new client goes in through a three-step form (who they are, the consultation, documents), and each client gets a page with consultations, cases, documents and notes. If the client has a court case, the CNR number brings in hearing dates through [eCourts](/features/ecourts).

A simple checklist

1. Same first-call form for everyone.
2. Conflict check before the long meeting.
3. Answer within a day.
4. One document list, filed the day it arrives.
5. Engagement letter signed.
6. Matter opened with an owner and a next date.

Frequently asked questions

How long should client intake take?

For a straightforward matter, aim to answer the enquiry within one working day and finish intake (conflict check, documents, engagement letter) within a week. Urgent matters with a hearing or limitation date close need the same steps in hours, not days.

What documents should a law firm collect at intake?

ID and address proof, company documents for business clients, the contract, notice or order the matter is about, correspondence with the other side, and any earlier case papers with case numbers or the CNR number.

Do I need an engagement letter for a one-time consultation?

It is good practice. A short note stating the advice sought, the fee and that the engagement ends after the consultation avoids misunderstandings.

This article is general information for legal professionals, not legal advice.