Collect the account
The assistant welcomes the request and asks what happened, when and what the person has already tried.
Client service and journey
Organize client service from first contact to consultation.
Receive the request, gather the account and documents, and route each case to the person responsible. The team keeps the context.
From request to organized work
See three situations that reach the firm.
Choose a journey to follow what the person requests, what Jurídico organizes and how the work reaches the team.
What the person wrote
I bought a product, have already tried to resolve the issue and need to understand the next step.Illustrative message
ConsumerInitial contact · account and documents
Organize client service
The profile uses the firm’s authorized questions and materials to collect context.
Prepare the consultation
The team receives the case description, available documents and referral to the person responsible.
What the team receives
New request organized for consultation
- Proof of purchase
- Service records
Person responsible for initial contact
Organize this journeyWhat the person wrote
I’d like to know whether the document you requested has arrived.Illustrative message
The firm’s clientCase in progress · document requested
Pick up the context
The service recognizes the stage and consults the authorized case information.
Check the outstanding item
The routine checks the material received before requesting the same document again.
Define the next step
The team sees what is complete, what is missing and who should continue handling the request.
What the team receives
Outstanding item checked and person responsible informed
- Document received
- Next action
Team responsible for the case
Organize this journeyWhat the person wrote
My company operates in Brazil and Portugal. I want to organize the review of a contract.Illustrative message
International businessBrazil and Portugal · case documents
Set the context boundaries
The service collects the countries involved, the documents’ language and the purpose of the conversation.
Select sources
The profile consults the materials the firm has authorized for those jurisdictions.
Refer for assessment
The lawyer receives the context and documents to determine the assessment and next steps.
What the team receives
International context prepared for review
- Contract provided
- Sources by jurisdiction
Lawyer responsible for the assessment
Organize this journeyConceptual demonstration · fictional people, documents and cases
People contacting the firm
Welcome people with a question. Prepare the next step.
A person arrives by message, describes the problem briefly and does not yet know which practice area to look for. Initial service welcomes them, asks the profile’s questions and collects context for the team.
- Understand what happened and what the person needs.
- Use authorized materials to guide the process.
- Refer the request and prepare a consultation when appropriate.
- Keep the account and documents in the firm’s follow-up.
For your firm
Explore for my firmOrganize the work. Keep your approach to legal practice.
Tell us how your team serves clients, which systems it uses and where your routines need to improve.