LEAP CRM - Overview & Getting Started

How To

Revolutionise how your firm captures, manages and converts enquiries - with complete visibility from first contact to retained matter.

Everything you need to turn opportunities into matters – and manage your firm more effectively.

LEAP CRM connects the entire journey, from capturing a new enquiry and completing conflict checks to converting successful opportunities into LEAP matters. With your data kept in sync, powerful business insights at your fingertips, and Firm Pilot as your AI teammate, you can spend less time on manual tasks and more time moving your business forward.

Accessing LEAP CRM

LEAP CRM can be accessed by clicking the CRM tab at the top of your LEAP Matter List.

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Alternatively, you can access LEAP CRM from your web browser by navigating to https://crm.leap.com.au.

You will be prompted to select your position in the firm and to enter your mobile number so that Firm Pilot can assist you on the go.
Finally, review and accept the Terms of Service and Privacy Policy before you get started.
The LEAP CRM Dashboard will open in a new window.

CRM Permissions

Insights and reporting access in CRM

LEAP lets firms control exactly which reports each staff member can view or generate. In LEAP, an Administrator sets the 'Access & Permissions' per user in the Application Settings.

LEAP CRM doesn't ask you to set permissions again. It reads two groups of report permissions from LEAP and applies them automatically:

Reports - Matter & Client: operational reports such as Client Details, Matter List, Matters Opened, Work Obtained by Referrer and Critical Dates.
Reports - Management Reporting: firm and staff performance reports such as Fee Earner Summary, Time & Fees Analysis, Staff Budgets, Fee Earner Overview and Firm Overview.

Based on those settings, each user gets one of three levels of access to Insights in CRM.

Level	Who	What the user has access to
All insights	Users with access to any Matter & Client reports, as well as any Management reports in LEAP.	Full access to the Insights tab, and they can request any custom report from Firm Pilot.
Limited insights	Users who are denied access to any Management report, but still have access to all Matter & Client reports.	The Insights tab, with some restrictions on custom reports. Firm Pilot won't generate reports that: compare the performance of different lawyers in the firm, or export client contact lists.
No insights	Users who are denied access to any Matter & Client report.	No Insights tab. Users can only request very simple reports on their own opportunities from Firm Pilot.

Permissions to access CRM Settings

Some CRM Settings can only be accessed or edited by users with LEAP System Admin and User Admin access. Some features will be blocked out for non admin users.

LEAP System Admin settings are located under: LEAP Menu > Application Settings > Firm > under Staff > Members > Access & Permissions > Edit Security Details > Client Side Securities: Administrator.
User Admin settings are located under: LEAP Menu > Application Settings > Firm > under Staff > Members > Access & Permissions > LEAP Admin Access.

Restrictions on Permissions for Rules

All users can create simple rules to help manage their own opportunities - automate creating tasks for themselves and sending themselves reminders.
Only Users with both System Admin access and User Admin access can:

1. Create or edit a rule that emails clients.
2. Set a rule that applies to opportunities they may not be assigned to (eg all new opportunities that come in via the web; or all family law matters).
3. Edit a default rule.

CRM Settings

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Getting Started with LEAP CRM

LEAP CRM syncs with your existing LEAP data, so no setup is required to start using it. However, there are a few settings you may want to customise before rolling it out to your firm.

These settings are found in two places under Settings:

Firm – Configures the CRM for the whole firm. This is done once by one person.
Account – Sets up your own preferences. Every staff member can configure this for themselves.

To access the CRM Settings, click on your Initials icon in the top-right corner of the window and select Settings.

The Settings window will open with the various options for you to configure.

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Some CRM Settings can only be accessed or edited by users with LEAP System Admin and User Admin access. Some features will be blocked out for non admin users. See CRM Permissions section above for more details.

Account

Profile

Set up how you appear in LEAP CRM. You can upload a profile picture, complete your Name, Initials, Email and Mobile phone number if these are not already completed.

Toggle on Quiet hours to hold SMS notifications between 6 pm and 9 am, based on your firm’s configured time zone.

The Profile section also displays your active sessions and the devices currently signed in to your account. You can sign out of any devices you do not recognise.

Notifications

Choose how and when you would like to receive notifications, selecting your preferred method such as Email, In App, or SMS (Coming Soon).

Select Only notify during working hours to receive email notifications between 8 am and 6 pm, Monday to Friday. In-app notifications will continue to be delivered at all times.

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Click the Notifications icon to view your notifications from any tab. Select a notification to open the related opportunity and view its details.

Firm

Firm Details

Admin users can edit; non admin users can read only.

Complete your firm's profile, used across LEAP CRM and client emails.

Upload your firm's logo, and complete your Firm Name, Firm Description, Website URL, your firm's default Email address, Office Phone number and Address.

Staff

Read Only - Admin and non admin users will set this up in LEAP.

The Staff section displays all staff members associated with your firm, including their Name, Email, and Role.

Toggle on Show inactive staff to include inactive staff members in the list.

To copy a staff member’s email address, hover over their email and click Copy.

Marketing

Admin users have full edit access; non admin users can read only for Lead Sources and Marketing Pixel while Campaigns are hidden.

View and add any lead sources your firm reports against. A standard set of sources is provided but you can also add your own by clicking Add lead source.

Enter the name of the lead source in the field and then click Add lead source. Opportunities can be linked to lead sources, allowing the firm to see which sources are generating the most opportunities.

Lead sources can be hidden by toggling 'Visible' off in the list.

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Hidden lead sources do not appear as an option when attributing an opportunity.

Firm Pilot

Firm Pilot is your AI teammate built into LEAP CRM.

You can ask Firm Pilot to generate reports, create follow-up tasks, find what needs attention, update task details, and keep your next actions moving without leaving the flow of your work.

Firm Pilot includes the following features:

Feature	Description
Magic Intake Full access to Admin and non admin users.	Turn any lead source into LEAP CRM contacts. Send whatever data you have and Firm Pilot reads it, then files everything correctly — no forms to design, no fields to map.
Magic Import Admin users have full access; non admin users are prompted with an alert stating Admin only.	Bring existing contacts and opportunities in from a spreadsheet. Upload a CSV file and Firm Pilot will create contacts and opportunities for your firm.
Rules Admin and non admin users have full access.	Create custom automation rules with Firm Pilot to tailor LEAP CRM to your firm's needs and streamline your new enquiry pipeline.

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For more information on using Firm Pilot, click here.

Integrations

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Setting up your email and calendar integration is simple, but some firms require IT/Admin approval for LEAP CRM first. Email and calendar are connected together as a single integration - you can't connect one without the other. If you choose to integrate, you get both; if you choose not to, you get neither.

Connect a Calendar

Connect your Microsoft calendar to sync meetings with LEAP CRM and book meetings between lawyers and clients from the CRM, based on real-time availability.

Click Microsoft Outlook on the right.

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If you are logged into a single Microsoft account it will connect automatically.

If multiple accounts are detected, you can choose the one you want to connect at the next step.
You will be prompted to sign in to your account.

Click Next.
If you see 'Need admin approval'
Some Microsoft 365 settings prevent staff from approving apps, so you may need to obtain IT or admin approval for the entire firm. If you receive the message "Need admin approval" at step 2 above, copy the content below and send it to your IT department:

Subject: Please approve LEAP CRM in our Microsoft 365

Hi IT team,

When our staff click Connect Outlook in LEAP CRM, Microsoft shows "Need admin approval". Our Microsoft 365 settings don't let staff approve apps themselves, so an admin needs to approve LEAP CRM once for the whole firm. After that, everyone can connect without asking.

LEAP CRM only acts as each signed-in staff member, on their own mailbox and calendar (and shared mailboxes they can already open). It does not get firm-wide or background access to everyone's mail.

Quickest way (about 1 minute): open this link, sign in with an admin account, review the permissions and click Accept:

https://login.microsoftonline.com/organizations/adminconsent?client_id=14a5f1fc-3629-41de-95c5-972ad0197606

If you end up on a LEAP CRM page saying the connection expired, that's expected. The approval has been saved, so staff can just click Connect Outlook again.

Thanks!
Details for IT

App name in Microsoft / Entra: LEAP CRM (Microsoft currently labels it "unverified")

Application (client) ID: 14a5f1fc-3629-41de-95c5-972ad0197606 (one app for all LEAP CRM regions)

Permission type: delegated Microsoft Graph only (acts as the signed-in user; no application permissions)

Permissions: Calendars.ReadWrite, OnlineMeetings.ReadWrite, Mail.ReadWrite, Mail.Send, Mail.ReadWrite.Shared, Mail.Send.Shared, plus openid, profile, email, offline_access

Who can approve: Global Administrator, Privileged Role Administrator, Cloud Application Administrator or Application Administrator

Other ways to approve:

In the Entra admin centre: Enterprise applications → LEAP CRM → Permissions → Grant admin consent for [firm]. LEAP CRM only appears here after a staff member has tried to connect once.

An admin can click Connect Outlook in LEAP CRM themselves and tick Consent on behalf of your organization before Accept.

You can swap organizations in the link for your tenant ID or primary domain if you prefer.

If you'd rather review each request: turn on Admin consent requests (Entra → Enterprise applications → Consent and permissions → Admin consent settings → "Users can request admin consent to apps they are unable to consent to" = Yes, and pick reviewers). Staff then see Request approval instead of a dead end, and reviewers approve it under Enterprise applications → Admin consent requests.

Connected Calendars

Calendars currently linked to your firm will be displayed under Connected calendars.

Click the drop-down arrow to expand the calendar details to view and select which calendars are syncing with LEAP CRM. Select or deselect the relevant calendars and click Save.

If you no longer wish to sync your calendar with LEAP CRM, click the Disconnect button to remove the calendar.

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You can override this setting for individual meetings when booking a meeting.

Email Integration

LEAP CRM runs a two-way sync with your Outlook inbox. Emails sync for contacts who exist in your CRM with a matching email address, and LEAP CRM can also add new contacts for you.

Once connected, emails to and from your CRM contacts appear automatically against their record, and you can reply from either LEAP CRM or your own inbox.

Alongside email sync, you can set up Email Rules to automatically send templated emails when specific triggers occur, for example, acknowledging a new website enquiry as soon as it comes in.

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Automatic contact creation: If an email to or from an existing contact also includes someone who isn't in your CRM, and LEAP CRM can work out from the email how they're related, a new contact is created automatically with that relationship recorded.

For example, John is your client and sends you an email, CC'ing Jane. The email content indicates that Jane is John's wife. Jane is added as a new contact and listed as John's wife.

Any later emails to or from Jane will also appear against her record.

Meeting Invitations

You can set what happens by default when you book a meeting via the LEAP CRM.

Toggle Email attendees a calendar invite ON so that attendees will receive an Outlook invitation email each time you book a meeting.

If toggled OFF, the meeting will still be added to your calendar and the attendees will be saved in LEAP CRM, but they will not receive an invitation email.

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To sign out of the LEAP CRM, click on your initials in the top-right corner and select Sign out.

Dashboard

Overview

The Dashboard is the first window you'll see after signing in to LEAP CRM. It provides a centralised view of the information you need to manage your day, including:

Key metrics: View useful information such as the number of active enquiries and your conversion rate.
Join Our Webinars: Access upcoming webinars, including sessions covering new features and product updates.
Recent Updates: Stay informed about new features and enhancements. A red notification dot indicates when there’s something new to review.
Explore LEAP CRM: Explore the available features with helpful short videos that guide you through common tasks, such as adding an opportunity, using Firm Pilot, completing a task, and adding a contact. You can also access the relevant LEAP Knowledge Base article directly from this window for more information.

Once you’ve reviewed all the features, you can dismiss this window by clicking the X button.
Opportunities: Quickly view your opportunities and monitor their progress.
Tasks: See tasks assigned to you, including tasks created automatically through automations.
Personalised preferences: Customise the information displayed on your dashboard based on your role and responsibilities. For example, lawyers may prefer to focus on items assigned to them, while practice managers may find ageing opportunities or unassigned tasks more useful.
Upcoming meetings: View your upcoming meetings by day, making it easy to see what’s scheduled and plan your day accordingly.
Notifications: All notifications for the user can be found by clicking the icon at the top of the window. Clicking on any notification from the list will open an additional window for you to view or complete a task. Click the icon to update your notification preferences found in the CRM Settings window.

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The dashboard can be tailored to your role, giving you a personalised overview of the information and activities most relevant to you.

Opportunities

LEAP CRM is designed to help you take a client’s details the first time they get in touch, do a quick conflict check and manage that opportunity until the client becomes a matter in LEAP.

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For more information on creating opportunities and CRM enquiry management, click here.

Contacts

Contacts are the foundation of your CRM. Each contact stores personal details, communication history, and links to every matter a person is involved in.

The Contacts tab in your CRM displays a list of contacts added as key clients and referral partners.

Contact types explained

Every contact in LEAP CRM is labelled by their relationship with your firm. The label updates automatically as an opportunity moves through the pipeline, so you always know at a glance where someone sits.

Contact types can be filtered in the list and are defined as follows:

Type	Who they are
Referrer	A person or business that isn't a client themselves but sends work your way and refers contacts to the firm.
Client	A contact that has an active or closed matter.
Contact	Someone in your records who has never made an enquiry with the firm and has never referred business to you; for example, another party on a matter, a name added from a note or a financial adviser.
Lead	A new enquiry that has just come in. Leads sit in the Enquired stage and haven't yet been actioned by the firm.
Prospect	Someone with an opportunity in progress. You've engaged with them and are working towards a matter in the Active stage - whether that's qualifying, scheduling a consult or awaiting a costs agreement.
Lost	Someone whose opportunity didn't proceed, due to a conflict, a change of mind or any other reason. Their record is kept for reporting and future conflict checks.

Selecting any contact from the list opens an additional Contact Profile pane where all details can be viewed and amended.

Add a New Contact

From any page in the CRM, select the Add icon in the top right corner.
Select Add Contact .
The Add Contact pane will open on the right.
Select whether this contact is an Individual or Organisation.
Complete all the details you have of the contact in their respective fields.
Select the Lead Source from the drop-down list.
Click + Create Contact for the details to be captured on the CRM.

Delete a Contact

Select one or more contacts from the Contacts list by ticking the box to the left of the name.
The Delete button will be highlighted at the top right corner of the window, displaying the total of contacts selected.
Click Delete.

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You can find a contact by entering their name or surname in the Search field, or you can apply Filters to narrow down your list.

Insights

The CRM dashboard helps you manage your business – tracking where your revenue is coming from, and where you are losing opportunities.

Hover over any of the Top Referrers to view the details of that contact.

Hover over the Trends graph to display the figures for the selection you've made at the top, for example: this Month, this Financial Year, All Time or Custom date.

At the bottom of the Insights window, you'll be able to see all the Lost / Disqualified Opportunities.

Hover over any of the lost reasons to open a pane on the right with more details as to why the opportunities were lost.

Firm Activity Feed

The Firm Activity Feed is available from any tab in LEAP CRM. To open it, click the arrow on the right side of the window.

Click an item in the feed to expand it and view the full activity details.

Click the filter icon to open the filtering and sorting options. From here, you can:

Filter items by Type or User
Colour code items
Group items by User.

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Related articles

Last Modified Date

28/10/2026 4:18 PM

Title

LEAP CRM - Overview & Getting Started

URL Name

LEAP-CRM-AU

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