LEAP CRM - Firm Pilot | LEAP Community

How To

Firm Pilot is your AI teammate built into LEAP CRM. Ask it 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.

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You can access Firm Pilot from within the LEAP CRM app or via SMS. Enter your mobile number to get a welcome text message from Firm Pilot. You can then use it wherever you are to add new enquiries, create notes, pull information about a specific opportunity, create custom reports and more.

How Firm Pilot Can Support Your Business

Firm Pilot is the teammate who’s never too busy to help you out with your CRM. It’s always working alongside you to optimise your workflow and improve your data; and you can chat to it in the app, via text message or via email and get help with anything from simple manual tasks to reporting and process improvements.

What Firm Pilot does automatically

Firm Pilot keeps an eye on things and automatically helps you populate your data and progress your opportunities as follows.

Firm Pilot reads your notes and documents and does your data entry for you: If you add a note or a document to an opportunity such as “their financial adviser John Doe will support the settlement” then Firm Pilot will read this and create the contact record and relationship on the opportunity. Similarly, if you gather details like date of birth or address in any document or note, Firm Pilot will read it and populate the right fields for you.
Contact enrichment: If you include an email address for a person or a website for an organisation Firm Pilot will check publicly available sources such as LinkedIn and enrich the record with known data. It also assigns a gender where this is unambiguous.
Conflict checks: Every time you add a new opportunity – whether it’s through the Firm Pilot chat, the traditional UI or a form on your website – Firm Pilot will run an automatic search of your contacts, notes, documents, and correspondence across LEAP and CRM and help flag potential conflicts, or duplicate phone numbers on the fly.
Automates parts of your workflow: Note: you can review and change default rules. Firm Pilot helps you progress your opportunities by moving them across the pipeline and creating tasks at the right time in your workflow. For example, when you schedule an initial consultation, it moves your opportunity to Scheduled automatically.

Customise your business processes with Firm Pilot

Firm Pilot’s Rules allow you to tailor CRM to work for your business. You can use natural language to explain the business problem and co-design an automated solution; or if you know exactly what you want you can set up the exact rules you need.

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For information about Firm Pilot Rules, please see the Rules section below

Saves you time with manual tasks and empowers you on the move

Anything you can do via fields and buttons you can also do with Firm Pilot – via the web chat, or SMS. You can even email it. Some examples of how you might use Firm Pilot instead of the traditional user interface:

Add an opportunity: Taking enquiries over the phone is common for many law firms. Use the Firm Pilot chat to jot down the key facts in natural language and create the opportunity without worrying about finding the right fields in a form.
Make an update or add a note: If a prospect calls or emails with some additional information, you can jot it into Firm Pilot and ask it to update the record for you. Firm Pilot’s smarts will ensure it does the right thing with the data – mapping it to the right fields, creating new contacts and relationships, or making a note as appropriate.
Do a fact check or get a quick download of data: Doing some last-minute prep for an initial consult, or calling a prospect to chase a costs agreement? Ask Firm Pilot for a summary of the opportunity; or get specific information like the kids’ names to help you ensure the client feels seen and heard.
When search terms aren’t enough: Who was that person with the 8 kids and the campervan? Search can’t help you, but Firm Pilot can! In those annoying situations where a name is failing you but you remember some unique details, Firm Pilot can pull up the right opportunity.

Improve the big picture with custom reports and process reviews

Firm Pilot can create custom graphs or downloadable spreadsheets for you on demand. You can also use Firm Pilot Rules to create the same report on a schedule. If the data is in CRM, Firm Pilot can report on it. It can also identify issues with data collection, or “bottlenecks” in your pipeline. Examples of how you can use this feature are:

Referrals and requested lawyers: Generate rich reports on who is referring you business, and which lawyers are bringing in the most referrals.
What client base do you appeal to? If you have good data on gender, DOB, and suburb you can get a clear picture of the demographic of your client base – who are you reaching / not reaching? What can you do differently?
What’s happening in your client intake process? Ask Firm Pilot to review your pipeline activity. You can ask it to look at a specific concern, or for an overall review. This can help you identify systemic issues like website enquiries being ignored for too long, or issues with a single person who fails to send costs agreements.

Magic Intake

Connect Your Website Form to LEAP CRM

Use LEAP CRM’s Magic Intake Link to automatically pull enquiries and opportunities from any third‑party form or scheduling system into your CRM, without manually mapping individual fields. Whether you use a custom form on your website or a scheduling platform like Acuity or Calendly, it's easy to bring these enquiries directly into CRM.

The "magic" aspect of this is important for both business owners and the web developer. Firm Pilot plays a key role in this intake process - unlike traditional integrations, you do not need to map every individual field (e.g., name, address components) from your form to CRM fields. Firm Pilot analyses the incoming enquiry and dynamically maps the data sent to the right fields in CRM. Notes are created to ensure no data is lost, even if there are no corresponding fields in LEAP CRM.

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Keep this in mind if you are designing or redesigning your website forms; you can keep client-facing forms simple while still capturing rich data in LEAP CRM.

Step 1: Accessing the Magic Intake Link

Log in to LEAP CRM.
Click on your initials in the top-right corner of the screen.
From the drop-down menu, select Settings.

The Settings window will open.
Select Magic Intake from the Firm Pilot section on the left.
The Magic Intake Link will show at the top of the window.

Step 2: Connect Your Website Form/Other System to LEAP

There are 2 options here. The option that will work for you depends on the settings on the system receiving your enquiry:

Option 1 is for simpler APIs where ALL of the data that is entered on the form is sent to the endpoint. This will work for most simple custom forms, and some third party form providers including Paperform and Typeform.
Option 2 is for richer systems where the API may only send an "appointment ID" by default. This will be the case for systems like Acuity and Calendly, as well as some form providers. You may need a web developer or a Zapier integration in these cases.

Option 1: Simple Webform Enquiries

Identify the contact form on your website that you want to connect to LEAP CRM.

If you do not already have a form, you can use the form snippet provided in this section of LEAP CRM.
In your form’s configuration or backend code, add the Magic Intake Link URL as a submission endpoint (action/POST URL):
1. Either replace the existing endpoint so submissions go directly to LEAP CRM, or
2. Add the Magic Intake Link as an additional endpoint so submissions go both to the current destination (e.g., email or another CRM) and to LEAP CRM.
Save and publish your website changes so that new submissions start flowing into LEAP CRM.
Go to Step 3 to test it’s working as expected.

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If this doesn't work, please try Option 2 below.

Option 2: Richer Enquiries from Scheduling Tools and More

For systems like Acuity or Calendly that do not send the full form payload by default you may need the support of a web developer.

Specific instructions for Acuity are documented on the CRM settings page.

You can find generic instructions below:

Access the third party system’s webhook or notification settings.
Configure those webhooks or callbacks to send the full form payload to your Magic Intake Link.

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Review the technical details provided in the Firm Pilot/Magic Intake Link section. These explain exactly what needs to be done to send data from third‑party schedulers or custom systems.

Step 3: Verify that Enquiries are Flowing into LEAP CRM Opportunities

After your form or scheduler is configured, submit a test enquiry or booking through your website or scheduling tool.
In LEAP CRM, open the Opportunities tab.
Confirm that the new enquiry appears under the Enquiry column.
Review the Enquiry details to ensure that you’re satisfied with the data setup.
Once confirmed, begin managing these enquiries within the Opportunities pipeline as part of your normal intake and follow‑up process.

Forward Email Enquiries Directly to CRM

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In order to prevent spam, only emails tied to licensed user accounts can be used to create opportunities.

Log in to LEAP CRM.
Click on your initials in the top-right corner of the screen.
From the drop-down menu, select Settings.

The Settings window will open.
Select Magic Intake from the Firm Pilot section on the left.
From the Setup tab, scroll down to Intake Email Address.
Identify and copy the Intake Email Address and save it to your email address book.
Forward any enquiry emails directly to this address. Firm Pilot will automatically create opportunities from these emails.

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A full LawConnect integration is on the roadmap but in the meantime, LawConnect users can forward “Client Request Accepted” emails to this email address to create opportunities quickly.

Magic Marketing Pixel

Know which ads bring you clients

Every enquiry starts somewhere – a Google ad, a Facebook post, a referral, a search. LEAP CRM now lets you manage your Lead Sources, track your marketing campaigns and record what you spend on them, all in one place. Now you can see exactly which clients came from which campaign; the Insights that turn this into a clear picture of your return on investment are being built now.

Add the Marketing Pixel to your website

The Marketing Pixel is a single line of code for your website. Once added, it captures the tracking details (UTM parameters) that ads from Google, Facebook and other platforms attach to a link, so each enquiry arrives in CRM already knowing which ad it came from.

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The pixel does nothing on its own. It works alongside a contact form that already sends enquiries to CRM through your Magic Intake Link (see the section above). If your form isn't connected yet, start there. Then send the pixel script to your website manager to add to every page of your site.

Manage your firm's Lead Sources

Navigate to Settings > Firm > Marketing to view your firm's Lead sources.

A standard set of sources is included by default. If your firm has tracked lead sources before, or imported data from another platform such as HubSpot, those sources have been merged in automatically so nothing is duplicated or lost.

Magic Import

Import your Current and Historic Pipeline

New users onboarding to CRM can get started quickly by importing their current and historic opportunities.

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Existing CRM users who have historic “Lost opportunity” data they’d like to import to enrich their insights and conflict checks can import that data at any time. We do NOT recommend importing your active or historic clients. These will be backfilled from LEAP.

Preparing to Import

Our import is “magic” meaning that your AI teammate Firm Pilot will read your data file and map the columns to CRM fields for you. No need to spend time structuring your data. Things you should do / know:

Easy undo: If you upload your data and are unhappy with the data mapping you can easily delete the upload, adjust your data and try again.

Test with a sample: For clients with large volumes of data we recommend testing a small subset. Our process of mapping data to CRM fields is well tested, but we see wide variation in how firms handle certain things such as statuses. A quick test can help you refine your spreadsheet slightly for an overall better outcome.

CSV format: Your spreadsheet must be in a csv format. Excel or Google Sheets can “Export to” or “Save as” a .csv file easily.

Colour as a data point: Colour doesn’t translate to csv format and is not readable on import. If you use colour as the only source of data for anything important such as Status, we recommend adding a column and translating the colour coding into a meaningful word.

Useless columns: If you have downloaded a file from another CRM, it may contain a range of “useless” columns that are not relevant to you. You can delete these columns if they are not required. If you leave these columns in the file and import them, any data they contain will appear as “additional fields” in CRM.

Import

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If you have a large volume of data, optionally import a small sample of data and check the data mapping before uploading all data.

Click on your initials in the top-right corner > Settings > Firm Pilot > Magic Import.

The Magic Import window will open.
Upload your CSV file by either browsing or dragging and dropping it into the designated area.
Click Start Import.
Once the import is complete you will see its completion status, and review the details of the imported data.

Review the import status in the history

After importing is completed, you should always review the import status details, and then review the actual imported data.

In the Import History section you can see a summary of how many contacts and opportunities were imported, skipped or failed.

Expand the row to see:

Skipped means “we deliberately did not create CRM records for this row.” Generally, this happens for duplicate protection eg email/phone already in CRM, or in the same import batch. Skipped rows are counted separately from failures and are logged with duplicate detail, usually info severity. Review these rows to ensure they were skipped correctly.

Warning means “we continued, but something was imperfect or ambiguous.” Warnings will show where an optional value could not be transformed or mapped. This may be due to letters in a number-only field, a possible name-only duplicate, or if a “requested lawyer” name was a close but imperfect match, invalid optional email format. Review to ensure your data was mapped correctly.

Failed means “the row could not be imported”. This generally means critical data (name or Matter type) is missing or cannot be mapped. If all rows fail, the import status will show as Failed.

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If a technical issue occurs this will show as “Failed” for a row, or cause the full import to fail and the details will indicate that it was a technical failure. In this event, contact support.

Reviewing the Actual Data Created

If you review your data on import and you are confused about or unhappy with anything you can see, you can choose to delete the import, adjust your data file and try again.

The following data points exhibit the greatest variation across the test files we have seen and are therefore the most likely source of anomalies.

Status
Requested Lawyer
Referrer

To delete the import:

Navigate to the Import History section.
Hover over the Import you wish to delete.
Click the ellipsis icon and select Delete Import.

Rules

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Please see our CRM Permissions for some user restrictions to Rules.

Customise your workflow with Firm Pilot Rules

Every law firm has nuances in how they work. You can now use Firm Pilot rules to create custom rules that tailor your experience to meet your needs and streamline your new enquiry pipeline. Rules can do a huge variety of things such as assign opportunities, create and assign tasks, and build and share reports.

The view under Rules is grouped by how each rule runs:

On a schedule – Rules that run at a set time each day, week or month.
When something happens (trigger) – Rules triggered by an event, such as a new opportunity being created or a status changing.
When you ask (on demand) – Rules that run manually, whenever you choose.
One-offs – Rules set up to run once. These are hidden after they've run, so they won't appear here for long.

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You can also use this feature to set up regular or one-off SMS reminders.

Default Rules

Opportunities now move through the pipeline automatically as you complete your work. Complete a conflict check and the opportunity moves to Qualifying. Book an initial consult and it moves to Scheduled. These are firm-wide default rules – simple triggers that advance an opportunity to the next stage based on what you've done, so there's no need to drag cards across the board yourself.

You can review the default rules via Settings > Firm Pilot > Rules. If a rule doesn't suit how your firm works, you can edit it, pause it for a period, or turn it off entirely. If you'd like something more tailored, just ask Firm Pilot to adjust the presets or create new rules of your own.

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Default rules apply to the whole firm. You can pause or edit them at any time from Settings.

Creating a Rule

Creating a Rule is easy – think through what you want and use natural language to tell Firm Pilot (your friendly AI helper in the bottom-right of your screen) what you need. Being very specific will help avoid any incorrect assumptions – but the good news is, you can tweak the rule until you’re totally happy with it.

Click the New button next to the Rule you wish to create.
Firm Pilot will allow you to input information for rule creation.

Rule Examples

Below are three examples based on some realistic needs and different ways that you might frame those needs to Firm Pilot. The first is highly specific; the second and third gives Firm Pilot a little more leeway as to how to run the rule.

Example 1

My business problem: Nobody was taking responsibility for enquiries from our website and we were not converting them.

“For all new enquiries that come in via the website or email forwarding, and which do not have a requested lawyer, assign a lawyer based on the following rules: for Family Law Joe Smith; for estates: Jane Jones. In all cases make practice manager Robin Murphy the Opportunity owner”

Example 2

My business problem: I can see in my Insights page that we are losing business from the Agreements status and it looks like nobody ever follows up after sending an agreement.

“I want to always chase down costs agreements after 7 days if they have not been returned. As soon as something is in Agreement status for 7 days a task should come due. If it has moved OUT of the status the task is not relevant. Create a rule to do this. If there is an opportunity owner, the task should be assigned to them. If not assign it to the responsible lawyer if there is one?"

Example 3

My business problem: Partners and directors who do not use CRM daily want to be up to date about new business coming in.

“On the first of every month, create a report that shows a full list of opportunities that were converted in the previous month. For every opportunity show the Client name, matter type, enquired date, converted date, requested lawyer, responsible lawyer, and cost estimate. Send the report to me via text message and make it available in-app to all CRM users.”

Email Rules

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.

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.

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For more information on Setting Up Email Rules, see our article Email Integration Explained.

Managing Firm Pilot Rules

All rules are stored at firm level and can be viewed from your Settings. This ensures that it is easy to modify a rule if you are not perfectly satisfied with the outcome or if you need to tweak a process as your business or team evolves.

Access your Rules

Click on your Initials in the top-right corner of the window > select Settings.
Navigate to Firm Pilot > Rules.
A complete list of current rules will be displayed. You can toggle on completed or cancelled rules to see your history.
1. Rules that run repeatedly based on a trigger display in the top section
2. Once-off rules, such as single-use reminders display in the lower section
Click the arrow on the right of any rule to expand the row. From here you can:
1. Review the instructions – See what the rule is set up to do.
2. View the run history – See when the rule ran successfully and where it failed.
Click the ellipsis icon next to a rule icon to open additional options:
- Edit via Firm Pilot – Opens Firm Pilot with the rule loaded, so you can make changes using natural language.
- Run now – Runs the rule immediately.
- Add me as a recipient – Adds you to the rule's notifications.
- Pause – Stops the rule from running until you resume it. This is useful if you don't need it for a period of time. For example, you may consider creating a "holiday version" and a "regular version" of key rules. That way, when you're running on skeleton staff, you can pause one and run the other to stay on top of critical items.

Use Firm Pilot Reminders for Key Tasks

If you have added your phone number to CRM you can use Firm Pilot to set custom SMS reminders. All reminders can be accessed and managed in Settings > Firm Pilot > Rules.

Once-off reminders

Just use the chat to say “Remind me to call <client> about <reason> at <time and date>” and you’ll get a text at the appropriate time!

Regular reminders

Ask Firm Pilot to remind you of key events based on a trigger. For example: “Send me a text reminder 1 hour before every scheduled appointment in my calendar including the client name, matter type, meeting time and meeting duration”.

Attach files into Firm Pilot

Firm Pilot now makes it easier to bring information into the system by allowing you to attach a wider range of file types. Upload multiple files at a time, whether it's .jpeg, Word or PDFs, attribute each file to the appropriate field, and Firm Pilot will automatically attach the correct document to the right client record.

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Last Modified Date

28/10/2026 4:22 PM

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LEAP CRM - Firm Pilot

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LEAP-CRM-Firm-Pilot-AU

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