LEAP CRM - Enquiry Management

How To

LEAP CRM simplifies the management of your contacts, opportunities, and client relationships by keeping everything organised in one location. With a clear pipeline view and complete logs of events and interactions, you can efficiently handle opportunities as new information arises. Additionally, you can track requested lawyers and retain details about conflicts without needing to create a matter.

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 they become a Matter in LEAP.

When a new prospective client comes your way – whether it is a phone call, an email or an introduction, you can add this to LEAP CRM as an Opportunity.

Adding Opportunities / Taking Enquiries

From any page in the CRM, select the icon in the top right corner.
Select Add Opportunity from the list.

The Add Opportunity pane will open on the right.

Enter the Contact's details in the Search for a contact field.

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As you type in the contact's name, you can select an existing contact from the drop-down list or create a new contact. This is a great early indicator of whether you have a conflict.

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To add more contacts, enter the next contact's details in the same search field. This way, multiple contacts can be added to one opportunity, and their names will be grouped together.
State is selected by default, or you can select it from the drop-down list.
Select the most likely Matter Type for the opportunity from the drop-down list.

You can change this later.
(Optional) Enter Other Side by searching for a contact from the list or add one by clicking + Add Contact.
Select the Lead Source by choosing the specific source or referrer from the list.

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You can add or modify the Lead Source list in the Marketing section found in Settings > Firm > Marketing.
(Optional) Enter Referred By by searching for a referrer from the list or add a new one by clicking + Add Contact.
(Optional) Enter the Requested Lawyer by searching for a lawyer from your firm's list.
(Optional) Log the Initial Interaction as a Phone Call, Email, Walk In or leave it as None.
Add any notes you'd like to save in the Notes field.
Select + Add Opportunity.

The Client and Opportunity details display on screen.

At this stage the critical details of the potential matter and client have been saved, but in most cases you will need to continue gathering information, doing a conflict check and even scheduling a consultation.

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If you add an email address for an individual or a website for an organisation, Firm Pilot will automatically enrich the contact’s details based on publicly available information online.

To add a Note, Task or attach a Document at this stage, click and an additional window will open for you to complete the details.
To Log an Interaction at this stage click and select an option from the drop down list.

An additional window will open based on your selection to complete further details.

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For information on Doing a Full Conflict Check, please click here.
For information on Adding enquiries directly from your website or other platforms, please click here.

Updating Opportunity and Contact Details

When you open any contact or opportunity, the default window displays.

You can use this window to navigate through all the details of a contact and any opportunities they are linked to.

Key contact information

Click the to open Additional Details to view all the information stored for the contact.
Clicking on will open additional fields available to complete, such as Address, Previous name, Lead source, Title, Occupation, Place of birth and many more. Simply select a field and enter the details. All additional details are pushed through to LEAP when a matter is converted.
Click the button to save the changes.
Click the button to return to the first window.

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Editing the contact information can also include changing the primary email and phone number. The primary contact details are indicated by the icon.

Opportunity Details

The Opportunity (or pre-matter) details display on the right-hand side.

Headline Details

At the top of the window, you can see the Matter Type and other matter details, including Other Side, Referrer, and Estimated Value.

If the opportunity has already been converted to a LEAP Matter the Matter Number will display.

You can select any of the headings to edit the details. Note: The Matter Type is only editable BEFORE the matter is converted to LEAP.
If you are using CRM from inside the LEAP platform, you can click the matter number to open the Matter.

Opportunity Status

Opportunities pass through a “Pipeline” to become “Matters”. There are a number of stages in that pipeline which are reflected in the Opportunities Board as well as being visually represented on each opportunity card.

You can change the status while the opportunity is open by clicking through this pipeline.

Statuses explained:

Enquired	A new enquiry has been received, but the firm has not yet engaged with or responded to the enquiry.
Qualifying	The firm has engaged with the enquiry but it is unclear whether they can proceed. This may be used where there is a potential conflict that needs a lawyer's review, or where additional information has been requested.
Scheduled	An opportunity moves into this stage when the initial consult has been booked. For some firms, a Matter may be created in LEAP at this stage. See the Converting Your Opportunity section.
Agreement	An opportunity moves into this stage when a costs agreement has been received.
Active	When a costs agreement has been received, and the Matter created/is being created in LEAP, the opportunity moves into this stage. From this point forward, matters are managed in LEAP. They will progress to Closed automatically when the Matter is complete.
Closed	Matters automatically progress to Closed based on LEAP status.
Lost	When an opportunity is not progressing due to a conflict, or any other reason, it should be moved to Lost.

Key Relationships and Staff

On the right hand side you can see the key people associated with the matter.

Key relationships:

Click + Add to create a new relationship.

Select whether it's a Contact Relationship or Matter Party and complete the additional fields.

The search function built into our Create Contact flow supports conflict checking as you add critical contacts such as Other Side.

Click on the eye icon of a relationship card to view their details.

Staff

Select the Requested Lawyer to track who is bringing in revenue.
Select the Responsible, Acting, Credit and Assisting lawyers at any time prior to converting the matter to LEAP.
You will be prompted to add or review these during conversion.

Overview

The overview tab highlights the most important information from the other tabs. This is based on Priority and Due Date for tasks, and recency for other elements.

You can add/edit any element from the Overview tab except interactions. See the sections below for details on how each element works.

Tasks

Every opportunity has a number of tasks created automatically based on common workflows. You can:

Check off tasks to indicate that work has been done outside the CRM. These will be enriched in later releases to become tasks done via the CRM through integrations.
Choose Add to create a custom task
Click the icon at the end of a row to Edit a task. You can also choose to Delete a task from the Edit page.
(Optional) Set a Due Date and Priority for a task and Assign it to a user.

The top 3 tasks are displayed on the overview page, sorted by priority and due date.

Notes

Add notes to provide detailed information about the opportunity, either for your own reference or for others to refer to later. You can easily add, edit, or delete notes as needed.

Firm Pilot will automatically add notes for you if it enriches a contact, or if you create or update a matter using Firm Pilot.

If you use notes to record information about a new contact and their role (e.g. “the client advises that their financial adviser, Jane Smith, will attend the settlement”), Firm Pilot will create that contact for you with the appropriate role within a few minutes.

To add a new note to the opportunity, click + Add

The Add Note pane will open on the right of the window and you can enter the Title of the note, content and link to another opportunity if you wish.

Click Add Note when you're done to save.

To Edit/Delete a note, click the ellipsis icon and make your selection.

Documents

Upload costs agreements and other documents here.

From the list, click on + Add

The Upload Opportunity Documents pane will open on the right.

Drop files or documents into the highlighted area to attach to the opportunity.
You can click on an uploaded document from the list to open the document preview window and the document can be printed or downloaded from there.
To Download, Edit or Delete a document, click the ellipsis icon and select your option.

Relationships

The Relationships tab provides a summary of all opportunity relationships linked along with their specific roles.

You also have the ability to Add an Opportunity Relationship.

Interactions

View or log interactions in this tab.

Click the ellipsis Icon on the right to View details, Edit or Delete an interaction, or click +Add an interaction to log a new interaction.

The following window will open for you to complete as much information as possible.

Click Log Interaction to capture and save the details.

Intake - Settify

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If you have LEAP CRM, Settify is automatically available. If Settify is not appearing in your LEAP CRM opportunities, please contact our support team at contact@settify.com

Settify is a smart and efficient client intake platform used by thousands of legal practitioners around the world.

Instead of gathering a new client's details and matter related data over the phone or in the first appointment, you can send a Settify intake to the client.

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For full instructions on How to send a Settify Intake to a client through LEAP CRM, click here.

Schedule Meetings in Outlook via CRM

Open any opportunity record.
You can book a meeting in one of the following ways:
1. Under the client name, click the drop-down arrow next to Interaction and select Meeting from the list.
2. Click on the Interactions tab and select Schedule a meeting.
The Log an Interaction pane will open on the right.
Enter the details of the meeting, including the subject, meeting type, date, time, and any meeting notes.

Date and Time: Choose your preferred time and date.
1. Recommended available slots that suit all attendees display automatically based on the selected date.
1. Click View in scheduler to open the scheduler to view availability for all staff.
Toggle on Sync to Outlook to sync the appointment to Outlook and send attendees an Outlook invitation. Email attendees a calendar invite will be toggled on by default to send attendees a calendar invitation by email.
By default, the meeting invitation will display the selected participants, including Staff and Contacts, on the right.
1. You can add or remove staff and other contacts as needed.
2. If you will not attend the meeting, you can change the organiser and remove yourself. The organiser MUST have their calendar synced to CRM.
Location: You can choose to book a Teams meeting or an in-person meeting by entering the location.

If you book a Teams meeting the transcript will be recorded in CRM.
Additional Details: You can enter an amount to be billed for this meeting, and it can either be billed to the Client or the Firm.
Sending the invitation: When you send the meeting the invitation will be sent to all attendees that have email addresses recorded. If you have not added a client email address the meeting will be logged on their record but the invitation will not send.

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Default staff refers to:

The person booking the meeting is the default organiser.
If there is a responsible and/or acting lawyer both are added.
If there is no responsible OR acting lawyer but there is a requested lawyer the requested lawyer is added by default.

Email Integration Explained

Connecting Your Email

Email integration sits alongside your calendar integration, in the same Integrations section you already use to connect your calendar.

Go to Settings > Integrations.
Select Connect against your Outlook account.

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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.

If you've already connected your calendar before connecting your Email you don't need to disconnect anything. Go back into Integrations and select Connect again. This grants the additional permissions required for email sync, in addition on the calendar access you've already approved.

How Email Sync Works

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.

Incoming emails: If an email arrives in your synced inbox from someone who is already a contact in LEAP CRM, it's pulled in automatically and displayed on their record, in the Interactions tab.

Outgoing emails: Reply to an email from within LEAP CRM and it's sent from your Outlook account and appears in your Outlook sent items. Reply from Outlook instead, and it syncs back into the contact's Interactions tab in LEAP CRM.

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The sync does not create new contacts. Automatic contact creation happens only if an email to or from an existing contact also includes someone who isn't in your CRM, but LEAP CRM can determine from the email how they're related and then create a new contact with their relationship recorded.

If the sender or recipient isn't already a contact in your CRM or related to a contact in your CRM, their emails are not pulled in or displayed. This is intentional as it keeps the Interactions tab relevant to people you're actually working with, rather than everyone who's ever emailed you.

Email signatures

There are 2 ways email signatures can be managed in Outlook:

Server side: If your firm manages everyone’s signature, and you do not have your own signature configured in Outlook settings, then your signature will work automatically for emails sent from CRM.

Per user: If you manage your own signature from your own Outlook settings, you will need to set it up in CRM after syncing your email.
1. Send at least 1 email to a CRM contact from your Outlook so that you have some synced emails in CRM.
2. Go back to your Outlook settings and and choose “Learn from sent” in the email signatures.

Replying to an Email

Open the contact or opportunity record and go to the Interactions tab.
All incoming and outgoing emails will be displayed in the window.
Find the email you want to reply to and open it.
Select Reply.
A new window will open for you to complete the email fields as required.
Enter the necessary information as required and Add a contact or staff member to send the reply to.
Write your response in the Message field.
Click Send.

Your reply is sent from your connected Outlook account and also appears in your Outlook sent items. You can just as easily reply from Outlook directly and it will sync back into the Interactions tab for that contact.

Emails after Converting to a Matter

Whether you can read an email's content in LEAP CRM depends on the status of the opportunity, not simply on whether a matter has been created.

Opportunity is Active: Email activity is still recorded, so you'll see that an email was sent or received, but the email content (body) is not attached to the CRM record and you can't open and read it from within the CRM. To view the content of emails sent or received against the matter, open the matter in LEAP.
Opportunity has a linked matter but is not Active: The email content is still attached to the CRM record, so you can open and read it in the Interactions tab as usual.

This is because the LEAP CRM integration and the LEAP integration are separate and run on different platforms. Once a matter is Active, its correspondence is managed in LEAP.

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This separation also protects client confidentiality, since correspondence on a matter may be privileged or confidential.

If an email body has been attached to a CRM record and you want to remove it, you can click Remove body at the bottom of the email window.

Setting Up Email Rules

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Email rules include permissions to prevent other firm users from editing your sent messages via your Outlook connection.

Email Rules let you automatically send a templated email when a defined trigger occurs for example, sending an acknowledgement as soon as a new enquiry comes in from your website.

Click on Settings > Firm Pilot > Rules.
Click the New button next to the Rule you wish to create.
Enter the rule you wish to setup through Firm Pilot and define your triggers.

Example: "When a new enquiry comes in from my website (web enquiries only), unless the matter is lost, disqualified or closed, send the client our acknowledgement that a team member will contact them within one business day."

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For more information on creating Rules, click here.

The automation manager will start to work and ask you to Approve template if you are happy with what AI has drafted.

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Review and approve the rule and its template carefully before activating it.

Approving a rule before it goes live

Every Email Rule requires your approval before it becomes active. Unlike other templates in LEAP CRM, which you can edit and preview as many times as you like before relying on them, an email rule only gets one chance to go out correctly once it's live - particularly for rules that respond to enquiries immediately.

Building/Editing your Email Rule Template

You write the content of the email yourself, the AI does not draft the email for you. Instead, describe what you want changed in plain English, and it builds the merge-field template for you.

From the Rules window, search for the entry you wish to Edit.
Click the ellipsis icon to the right.
Select Edit via Firm Pilot.

Enter the instructions you want to build or update.

For example, to personalise a greeting:

Instead of manually inserting a merge field, type an instruction such as "change this to say 'Dear' and then the contact's first name only."
The template updates automatically to insert the correct merge field (e.g. the contact's first name) in place of your instruction.

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This means you don't need to know the formatting or merge-field syntax; simply describe the change, and the template is built for you.

Approve your template rule/change before it's pushed live.

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For more information on Rules - click here.

Convert to Matter

LEAP CRM makes it easy to manage new enquiries from first contact through to becoming a LEAP matter.

Complete conflict checks, intake forms and initial consultations in CRM, and then convert the opportunity to a matter whenever you're ready, with all captured information flowing seamlessly into the new matter.

We recommend managing your opportunities in CRM until such a time as you need LEAP functionality:

If you bill for initial consults: Convert to LEAP to do this billing. LEAP CRM will later integrate with billing systems enabling you to postpone until a costs agreement is received.
If you don’t bill for initial consults: Convert to LEAP when you know the matter will progress. For many firms this occurs when you have a signed costs agreement.

Converting Your Opportunity

From the Opportunities tab, open an opportunity.
Click the Convert to Matter button to start the process.

A new pane will open on the right for you to configure the matter before converting.

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If your opportunity has multiple clients, you can select both and Group them onto a single card (recommended option), or if you prefer, you can Split them into two separate cards. Select Use recommended to maintain the default conversion format.
Review, edit or complete any remaining fields that are required in LEAP.
Select a Recurring Matter Template (if you use them).
Select or view the Staff Assignments. Choose which staff member will be Credited, Responsible, Acting and Assisting.
Complete any Billing information you may have, such as Costs Estimates and the Billing Type.
Click Convert to Matter.

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All contacts, notes, and documents are automatically added to the LEAP matter. Manage your matters in LEAP as usual – we actively keep your data synced to ensure that no new contacts or changes to contact details are ever lost.

Conflict Checking in LEAP CRM

LEAP CRM has a comprehensive conflict checker that can be quickly run on the fly while a caller is on hold.

What gets checked: The names, emails and phone numbers of all matter parties are searched. Fuzzy matching is applied to names to account for spelling errors and “previous names” are included in the searched records.
Scope of the search: It searches contacts (and remember your LEAP contacts are synced to CRM), notes, interactions, documents and LEAP correspondence.
Conversion to LEAP: The conflict check report and status are pushed across to LEAP if you win the opportunity and convert it to LEAP.

Running a conflict check

You can see a clear conflict check status at the top of the opportunity. If a conflict check has never been completed, you have a clear prompt to do so. If you have run one previously, but new matter parties have been added, you can always run another and retain a full history of previous ones.

Click Perform Conflict Check.

The Conflict Check window will open.

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By default, all Matter Parties will be included in the search.
(Optional) Add additional search terms.
Review the search results:
- You can preview any contact or record in the results to check for a true match.
- You can click any LEAP correspondence to open it and review it.
- Choose Exact Match for any search term to remove “fuzzy matches” for the results.
When you have completed the review choose Pass, At Risk or Fail depending on the outcome and optionally add a comment.
(Optional) Click Preview Conflict Check to preview the report.
Click Generate Conflict Check to store a record of the conflict check, and generate a PDF report.

Linking a CRM Opportunity to a LEAP Matter

Once your firm has started using LEAP CRM, all opportunities should be recorded through LEAP CRM. This is how you keep a single, reliable view of every lead and prospect coming into the firm.

However, there will be cases where a matter is added directly to LEAP — or has historically been added to LEAP — and has also been added separately as an opportunity in LEAP CRM. When this happens you end up with the same matter recorded in two places.

In this case, you'll want to connect your CRM opportunity to your LEAP matter. This ensures you continue to have a full set of insights on the opportunities coming into your firm, with no duplicate records cluttering your pipeline.

We've made it really easy for you to do exactly that. This guide walks you through the process step by step.

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Before you begin

We default to the assumption that the relationships on your LEAP matter are correct. Before you link, make sure that all of the relationships saved against your CRM opportunity have also been stored on the corresponding LEAP matter — these will not be carried across automatically.

Open the opportunity in LEAP CRM that you know needs to be connected to a LEAP matter.
In the main menu bar, click the ellipsis icon and select Link to existing LEAP Matter.

The Link Opportunity to LEAP Matter pane will open.
Search for the matching matter. A drawer will open showing every matter that has ever been created in LEAP. Search by name to find the matter you need to connect this opportunity to.
Select the matter. Confirm it's the right one — check the matter and opportunity type match the opportunity open in your CRM — then click Next.
Review the information about to link. You'll see exactly what's going to happen: the opportunity you created in CRM will be deleted and merged into the LEAP matter.
Click Link to LEAP Matter. Once you're happy with the relationships check noted above, confirm the link. LEAP CRM will merge the records for you.
Move the synced opportunity to the right pipeline stage. All matters created in LEAP are also synced into your CRM, so the matter exists twice — once in the Active column (synced from LEAP) and once in the stage you originally placed it. Drag the LEAP-synced one back to the correct spot in the pipeline based on where you have the opportunity recorded.

What gets merged across

When you link the records, everything captured against both the LEAP matter and the CRM opportunity will be stored together on the merged opportunity:

All notes
All documents
All correspondence
All tasks and interactions

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One thing you won't retain

The set of relationships you created inside LEAP CRM will not be carried across.

We default to the relationships saved on the LEAP matter, so make sure those are complete before you link the two records.

What success looks like

Once linked, you'll see confirmation that your opportunity has been linked successfully. Notes, tasks, documents and interactions are all carried across, and the full information you previously had on the LEAP matter now sits with your CRM opportunity in the correct lead stage of your pipeline.

You're back to a single source of truth — no duplicates, no missing context, and a complete picture of every opportunity coming into the firm.

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Need help? Contact your LEAP CRM administrator or the LEAP Support team.

Customise Your CRM View

Different roles have different priorities. Depending on yours, you can set up and save "views" in the Opportunities page in the CRM that ensure you can see what matters most to you in a given moment.

Your default views and custom views you have saved display across the top of the Opportunities board/table.

Views define:

The opportunities you see using filters
The information you see on each opportunity using display attributes
The columns that are expanded or collapsed

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The first 4 views including All Opportunities, Enquiries, Intake and Matters are default. Any custom views will be displayed after these.

Setting Up Custom Views

You can set up custom views for any purpose that suits you.

Open the All Opportunities view to ensure you’re starting from a clean default data set.
Click Filters in the menu bar.

A drop-down of various filters will appear.
Choose the filter(s) that make sense for your use case.

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Most lawyers will benefit from a view that only shows opportunities assigned to them. To set up this filter, choose Staff and then select your name.

Click Display and review what data you want displayed.

This "display" selection changes what displays on the cards in Board view, and what columns display in Table view.
Click the + button for the Save New View pane to open on the right.
Name your View and review the settings.
Select the Display of your view, either Table, Board or Any.

Example: Table Display

Example: Board View

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You can switch between Table and Board view at any time by selecting the relevant icon from the header.

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Last Modified Date

8/10/2026 8:53 AM

Title

LEAP CRM - Enquiry Management

URL Name

LEAP-CRM-Enquiry-Management-AU

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