Consistency is the hallmark of a well-run law practice. When every new client goes through the same structured onboarding process, nothing gets missed, staff always know what to do next, and clients receive a professional, predictable experience every time.
This checklist covers the complete new client onboarding process — from first inquiry through opened matter file. Adapt it to your firm's specific needs and use it as the backbone of your intake workflow.
Phase 1: First Contact
Within 5 minutes of inquiry:
- Send automated acknowledgment confirming receipt of inquiry
- Deliver intake questionnaire link (or schedule call for complex matter types)
- Offer self-scheduling link for consultation (if appropriate)
Same day:
- Log inquiry in practice management system or CRM
- Record referral source
- Assign intake to responsible attorney or staff member
Phase 2: Intake Questionnaire
Upon sending questionnaire:
- Confirm questionnaire sent to correct email address
- Note date sent in matter record
Day 2 (if incomplete):
- Send automated first reminder
Day 5 (if still incomplete):
- Send automated second reminder
Upon receipt of completed questionnaire:
- Review for completeness — are all required fields completed?
- Flag any incomplete or ambiguous answers for follow-up
- Check for urgency indicators (imminent court dates, statutes of limitations)
- Confirm matter type is within firm's practice areas
Phase 3: Conflict Check
- Run conflict check against all parties named in intake
- Client full name
- Adverse party full name(s)
- Any business entities named
- Any related parties (co-defendants, guarantors, beneficiaries)
- Document conflict check results (clear or flag for attorney review)
- If potential conflict identified: attorney review and determination
- If conflict confirmed: decline representation and send conflict decline letter
Phase 4: Consultation
Before the consultation:
- Attorney reviews completed intake questionnaire
- Attorney reviews conflict check results
- Attorney notes key facts and initial questions
- Confirm consultation is still scheduled (automated reminder sent)
- If video: confirm link is working and sent to client
After the consultation:
- Document decision to engage or decline
- If declining: send declination letter within 24 hours
- If engaging: proceed to Phase 5
Phase 5: Engagement Letter
- Select correct engagement letter template for matter type
- Verify auto-populated client information is accurate:
- Client full legal name spelled correctly
- Client address correct
- Matter description accurate and specific
- Scope of representation clearly defined
- What is NOT included in scope is stated
- Fee structure correct (rate, retainer amount, billing cycle)
- Attorney signature block correct
- Attorney reviews and approves letter
- Send for e-signature
- Note date sent in matter record
- Automated reminder set for 48 hours if unsigned
Upon receipt of signed engagement letter:
- Confirm both parties have signed copies
- Store signed copy in matter record
- Update matter status to "Engagement Signed"
Phase 6: Retainer Collection
- Send retainer invoice or payment link (simultaneously with or immediately after engagement letter)
- Confirm payment received
- Record payment in trust accounting system
- Issue trust account receipt to client
- Confirm retainer deposit complies with state trust account rules
Phase 7: Matter Setup
- Create matter record in practice management system
- Assign matter number
- Set matter type and billing arrangement
- Add all relevant parties (client, adverse party, co-counsel if any)
- Upload engagement letter and signed copy to matter file
- Upload completed intake questionnaire to matter file
- Set up task list or workflow for matter type
- Identify and calendar all known deadlines:
- Statutes of limitations
- Court dates
- Filing deadlines
- Response deadlines
- Assign matter to responsible attorney
Phase 8: Welcome Communication
Within 24 hours of engagement:
- Send welcome communication to client that includes:
- Confirmation of engagement
- Summary of what you'll be handling
- What happens next (timeline and next steps)
- Primary point of contact at firm
- How to reach the firm (phone, email, portal)
- Response time commitment
- Any immediate action required from client (documents, information, appointments)
Phase 9: Initial Document Request (If Applicable)
For matters requiring documents:
- Send document request list tailored to matter type
- Explain why each document is needed
- Provide secure upload instructions
- Set deadline for document submission
- Note deadline in matter record for follow-up
Post-Onboarding: Quality Check
At 30 days after engagement:
- Is matter staffed correctly?
- Have all known deadlines been calendared?
- Has client received initial communication about matter status?
- Are outstanding documents or information received?
- Is retainer balance adequate?
Using This Checklist
Print version: Post at intake workstations for staff reference.
Digital version: Use as the basis for a task template in your practice management system. Create a new task list for each new client that mirrors this checklist. Assign tasks to responsible staff members with due dates.
Automation layer: The best implementation automates the checklist steps that don't require human judgment — intake form delivery, reminders, engagement letter generation, e-signature delivery. Staff focus on the steps that do require judgment: conflict review, attorney review of the engagement letter, matter setup.
Accountability: Assign a staff member to be responsible for each phase. Someone should always know where every new client is in the onboarding process without having to dig through emails.
Customizing for Your Practice Areas
This is a general-purpose checklist. Your final version should be customized for each practice area:
Estate planning: Add document request list (existing wills, trusts, asset summary), guardian nomination forms, HIPAA authorization.
Family law: Add safety screening, document request list (tax returns, pay stubs, bank statements), existing order review.
Personal injury: Add insurance verification, evidence preservation reminders, medical authorization forms.
Business/transactional: Add entity verification, transaction timeline, key party identification.
Litigation: Add court filing system setup, docketing for all applicable deadlines, litigation hold letters if relevant.
MatterFlow automates the intake phases of this checklist — questionnaire delivery, engagement letter generation, e-signature, and status tracking — so your team focuses on the judgment-based steps. Learn more at matterflowlegal.com.