The client intake system a small law firm actually needs

Why intake is where small firms lose work

Most enquiries arrive when you are busy: a call between hearings, a form submission at night, a referral by text. Without a defined process they sit in an inbox. The prospect, who is often anxious and comparing firms, calls the next lawyer on their list.

The goal of an intake system is not sophistication. It is making sure no enquiry is lost, nothing is skipped (especially the conflict check) and the handover from 'prospect' to 'matter' is clean.

The five stages

Targets are examples; choose ones your firm can honestly meet. The rules on conflicts, engagement letters and client identification vary by jurisdiction, so check your own regulator's requirements.

What to record at each stage

• Source (referral, website, directory, repeat client) so you learn which channels earn their keep.
• Matter type and urgency, including any limitation or court date mentioned.
• Names of all parties and related entities, for the conflict search.
• Outcome: engaged, declined (and why), referred out, or no response.
• If declined, a note that a non-engagement letter was sent, where your rules suggest one.

Measure four numbers

You do not need analytics software. A monthly count is enough: enquiries received, percentage answered within your target time, percentage converted to engagements, and top sources by converted work. If response time is poor, fix that before spending on marketing.

For a worked build, see /post/how-to-build-client-intake-system-notion, and for the speed-focused version see /post/onboard-new-client-under-10-minutes. LawyerOS Pro with AI includes a Clients database linked to Matters (LawyerOS Starter ($19) and LawyerOS Pro with AI ($39) are one-time purchases.). It stores your intake data; it does not run the conflict search for you or send automated replies.

Which intake page should you read?

This is the system-level view (what a small firm needs). For the form build, see the intake guide; for step-by-step setup, the build post.

• Intake form guide
• Build it step by step

Frequently asked questions

What is a client intake system?

It is the defined process, and the records that support it, for taking a prospective client from first enquiry to an opened matter or a recorded decline.

Do small firms need intake software?

Not necessarily. A form, a database and a checklist can work if each enquiry has an owner and a deadline. Software helps with volume.

When should the conflict check happen?

Before you receive confidential information about the substance of the matter, and before an engagement letter is sent. Check your own regulator's expectations.

Should I track enquiries I decline?

Yes. It shows lead sources, capacity problems and patterns in what you turn away, and it gives you a record of the decision.