Firm · Departments

Client / Firm Setup

This guide explains how to configure the core firm profile in LawFlow: firm details, departments, matter types, phone numbers, opening hours, booking links and default operating rules.

Draft Firm Setup Departments Matter Types
Used by

Admins and authorised setup users responsible for configuring a firm.

Main purpose

Set the firm-level information that powers routing, intake, visibility and client communication.

Admin note

Firm setup changes can affect live call handling, matter creation and staff routing.

Outcome

The firm has accurate departments, matter types, contact rules and operating settings.

Step 1 · Departments

Create and maintain departments

Departments define the high-level areas of legal work handled by the firm. They are used for matter intake, staff coverage, routing decisions, reporting and permission boundaries.

Placeholder image: Department setup Add a screenshot showing the department registry and add/edit controls.
Examples: Criminal Defence, Family, Property, Employment, Probate, Private Client, Commercial and Other.
Important: Departments should be managed through the frontend setup area, not hardcoded into the application.
Step 2 · Matter types

Configure matter types for each department

Matter types should sit underneath the relevant department. They help LawFlow classify enquiries, route work, create matter records and apply the correct operational or compliance rules.

Placeholder image: Matter type setup Add a screenshot showing matter types being added under a selected department.

Matter type setup rules

✓

Department first — matter types should only be activated inside selected departments.

✓

Frontend managed — admins should be able to add matter types without code changes.

✓

Used in intake — matter types support classification, routing and matter creation.

✓

Used in access — staff coverage and visibility can depend on matter type.

Step 3 · Phone numbers

Assign firm phone numbers and routing context

Phone numbers connect inbound calls and messages to the correct LawFlow client environment. Number setup should make it clear which firm, department, or operating rule the number belongs to.

Placeholder image: Phone number setup Add a screenshot showing assigned LawFlow/Twilio numbers and related routing fields.
Call handling: inbound numbers should resolve to the correct client and active call flow.
SMS handling: reply numbers should be mapped so responses are recorded against the correct client context.
Step 4 · Opening hours

Set normal, urgent and out-of-hours behaviour

Opening hours affect how calls, callbacks and urgent enquiries should be handled. They help decide whether a request follows standard office routing, urgent handling or out-of-hours escalation.

Placeholder image: Opening hours and operating rules Add a screenshot showing firm hours, out-of-hours rules and escalation settings.
Step 5 · Booking and online links

Add booking links and public client resources

Firm setup may include booking links, online forms, public resources or menu-style links that are used in SMS replies, callback messages or guided intake workflows.

Placeholder image: Booking and client links Add a screenshot showing booking link, online form and client resource fields.
Booking link: can be used when a caller needs to schedule a consultation.
Public links: can be included in outbound SMS or guided support messages where appropriate.
Step 6 · Default rules

Review default operating rules before going live

Default rules provide the fallback behaviour for intake, callbacks, routing and escalation. They should be reviewed whenever departments, matter types, staff coverage or phone numbers change.

Default rule checklist

✓

Default department — where uncategorised enquiries should go.

✓

Default matter type — how unknown or incomplete enquiries should be labelled.

✓

Callback fallback — who owns requests when no solicitor is available.

✓

Urgent escalation — who is alerted when a matter needs fast response.

✓

Out-of-hours behaviour — what happens outside normal office hours.

✓

Audit expectations — what setup changes must remain traceable.

First-time setup checklist

Before the firm setup is treated as live

✓Firm name and client slug are correct.
✓Departments have been reviewed and activated.
✓Matter types exist under the correct departments.
✓Phone numbers resolve to the correct client and flow.
✓Opening hours and out-of-hours rules are accurate.
✓Booking links and SMS resources are correct.
✓Default routing and fallback rules have been tested.
✓Changes are reviewable through admin or audit processes.