CounselLink Answer Center for Clients

Work Intake

  • Updated

This article covers the following:

Not all organizations have the Work Intake feature enabled. Contact Customer Care to learn more.

Using the Intake Search Page

You can view intakes that you created or that are assigned to you on the Intake Search page.

After configuring filters or columns on the Intakes page, you can save your configuration as a Saved View to access it later.

Accessing the Intakes Search Page

  • Click the Intakes tab on the top tool bar.

  • Click Work Intake in the Matters panel on the homepage. 

  • Select Work Intake on one of your homepage info tiles.

  • Select Intake from the Matter Status filter on the Matter Search page.

Using the Intakes Search Page

Unless you have the Matter Intake Administrator or Create Intake role, you will see only intakes to which you have access.

Click this topic to learn more about the search options in CounselLink.

Click an intake title to open the Intake Overview page.

If your organization transitioned from the Legal Request feature to Work Intake, a View Legal Requests button appears at the top of the page. This opens an archive of prior legal requests. These records are view-only and cannot be modified.

Creating an Intake

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Depending on your organization’s configuration, internal or external CounselLink users can create intakes. Intakes are routed to the appropriate users for review.

For example, you may submit an intake requesting review of a non-disclosure agreement. The intake routes the request to the legal team for evaluation.

  1. Access the Create Intake page by one of two ways:

    • Click +Create Intake in the Matters panel on the homepage.

    • Click +Create Intake on the Intakes Search page.

    The Create Intake page displays.

  2. Fill out the request form:

    Fields marked with an asterisk (*) are required.

    Field Description
    Request Type* Select the intake category. The selected Request Type determines the fields shown in the Intake Additional Information section.
    Title* Enter a name for the intake.
    Requester Name Displays your user name. This field is non-editable.
    Description Provide details about the request.
    Intake Additional Information Fill out the information here as required. The fields in this section change depending on the Request Type you've selected.
    Documents Upload supporting documents by clicking Choose a File or dragging and dropping files.
  3. Click Save. 

The intake is created and the Intake Overview page displays.

Managing Intake Assignments

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Intakes may be assigned automatically to users or user groups. If assigned to a group, any member can assign the intake to themselves or another group member.

Users with the Intake Administrator role may also reassign intakes from the Intake Search page.

Assigning Yourself an Intake

  1. Navigate to the Intake Overview page.

  2. Click Assign to Me under the Contacts section.

A confirmation message displays, and your name shows as the Intake Owner.

Assigning the Intake to Another User or Group

  1. Navigate to the Intake Overview page.

  2. Hover your cursor to the right of the group name to reveal a pencil icon.

  3. Click the pencil icon. The Reassign Work Intake window displays.

  4. Select either a Person (user) or a Group.
  5. Enter a description in the Reason For Change field, if necessary.
  6. Click Reassign Work Intake.

The intake is reassigned to your selected user or group.

Managing Intake Status

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You can manage intake status using the following options:

  • Request More Information: Returns the intake to the requester for additional details before conversion or closure.
  • Convert to Matter: Creates a matter from the intake. Not all Request Types allow conversion.
  • Close Intake: This will set the status to 'Closed.' You will still have access to the intake in the search.
  • Re-Open: You can reopen intakes that have been closed. You may decide to reopen if, upon further decision, the intake needs to be converted to a matter.

Requesting More Information

  1. Navigate to the Intake Overview page.

  2. Click Request More Information.

    The Request More Information window displays.

  3. Select a user to assign the requested information. The window defaults to the intake requester.
  4. Enter a description about the additional information needed.
  5. Click Send Request. 

Converting an Intake to a Matter

  1. Navigate to the Intake Overview page.

  2. Click Convert to Matter. The Edit Matter page displays.

  3. Complete the information as necessary.

    All information (i.e. tasks, comments, staff) on the intake carries over to the matter.

  4. Click Save. 

The intake is converted to a matter.

Closing an Intake

  1. Navigate to the Intake Overview Page.

  2. Click Close Intake. A confirmation window displays.

  3. Click Yes, Close.

The intake status updates to Closed.

Re-Opening a Work Intake

  1. Navigate to the Intake Overview Page.

  2. Click the three-dot menu in the upper right corner.

  3. Click Re-open. 

A success message displays and the intake returns to active status.

Viewing Main Details on the Intake Overview

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The Work Intake Overview page includes a summary section at the top and detailed tabs below.

Top Section of the Overview

The top section displays the name, the status (Intake, Closed, or Converted to Matter) and the CounselLink Tracking ID number.

You can also take various actions using the icons in the upper-right corner.

  • Edit Intake (pencil icon)
  • Print Intake
  • Convert to Matter
  • Re-open
  • Delete Intake

Intake Basics

This section shows general information about the intake request, including its Request Type, a description, and when it was created.

Contacts

This section shows contacts related to the intake, including the user that created it (Requester) and the name of the user or group to which it is assigned (Intake Owner). Click on the User Group name to see all of the users within the group. The information for the user or users under Intake Owner will appear in the Staff tab on the overview page.

If you are part of the User Group assigned to the intake, you will see options here to assign it to yourself or another user in the group. 

Additional Information

The additional information on the intake in this section will vary depending on the Request Type selected. For example, if the requester selected a Contract Review Request Type, it may contain information about the contract in need of review, including type of contract, contract value, and turnaround date.

Documents Tab

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This tab contains files associated with the intake. You can add, edit, delete, download, check out, and check in documents.

For more information on documents, see this topic.

You can perform a number of different actions.

You must be the document owner or have the Document Administrator role to perform these actions.

Action Description
Managing Folders Create sub-folders here to organize the documents on your intake. Hover over the root folder to reveal a gear icon, or click Create Folder at the bottom of the column.
+Add

Add a document to the intake.
Edit Select a document and click this button to edit its details.
Copy

Select a document and click this button to make a copy. 
Delete Select your document(s) and click this button to delete.
Move

Select your document(s) and click this button to move to another folder location within the intake. Choose the folder location from the drop-down, and click Save.
Check Out Select a document you wish to edit and click this button to check it out. Items checked out by a user cannot be edited by another user until they are checked back in.
Check In Select a document and click this button to check it back in.
Download Select your document(s) and click this button to download a copy.

Tasks Tab

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The Tasks tab displays all tasks for an intake. 

See this topic for more information on tasks.

Click on a task name to view a slide-out panel overview:

Task actions:

Button Description
Edit Task Select a task and click this button to make edits.
Delete Task Select one or more tasks and click this button to delete. If you select a parent task, dependent tasks will also be deleted.
Reassign Task Select one or more tasks and click this button to reassign the owner.
Change Status Select one or more tasks and click this button to change the status.

Staff Tab

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The Staff tab shows users assigned to the intake. Listed users have access to the intake.

Adding Staff

  1. Navigate to the Intake Overview page and click the Staff tab.

  2. Click +Add. The Add Staff window displays.

  3. Select the user(s).

    Use the Office filter to sort the user list by office.

  1. Click Add Staff.

The user(s) have access to the intake.

Removing Staff

  1. Navigate to the Intake Overview page and click the Staff tab.
  2. Select the user(s).
  3. Click xRemove.
  4. Click Yes, Remove in the confirmation window.

The selected staff is removed from the intake.

Any tasks assigned to the removed user(s) will need to be reassigned.

History Tab

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The History tab on the Intake Overview page shows the history of edits made to the intake since its creation.

The History tab shows the following information:

Column Description
Event Description Description of the change that happened on the intake.
Event Date Date the change occurred.
Initiated By Which user performed the change.
Details Additional details regarding the change (e.g. Email sent to user to inform them of an assignment).