How to use the Follow-up stage to collect client homework
After a client meeting you often need a few more things: a missing date of birth, an address, a signed document. The Follow-up stage lets you flag exactly what is still needed, sends the client a clear request, and tracks what comes back. The default workflow includes a Follow-up stage as stage 4, between Meeting and Drafting.
Flag what a matter still needs
- Open Matter Progress, select the tab for your workflow, and select the Follow-up stage
-
Select Request (first time following-up) or Manage on the matter's row to open the Follow-up screen
-
Check the contact details you need from each person: Date of birth, Email address, Phone number, Address, Social Security Number
-
In the Documents card, turn on Request from client for documents you need, or select Add document request for client to ask for something new.
Track what comes back
On Matter Progress, the Follow-up column shows the number of items provided out of items flagged. It turns green when all items are in. Your team is notified when everything has arrived.
The matter does not move on by itself. When you are ready, open the matter, find Stage on Matter Details, select edit, choose the next stage and save.
What your client receives
When you flag items, the client gets an initial email with all the requested items, and a reminder email after if they have not yet finished providing them.
Initial request email template:
Reminder email template:
These email templates can be customized from the Email Templates screen under the Firm Settings. Templates are set per questionnaire, so repeat for each questionnaire you use.
The button opens the matter's remaining items page in the client's secure portal, with one card per contact listing only the items still needed.
After the clients provide all the pending items they will see this screen:
How reminders stop
Reminders continue until the client has provided everything or chooses to stop them. Each email has a Stop reminders link below the main button. Stopping is per client user, so one person stopping does not stop the others. Your team gets a confirmation email when someone stops. When every client user has stopped, the matter shows a gray Reminders off label. You can still follow up manually.