Create and Convert Leads from Existing Contacts in Zoho

Learn how to create a lead from an existing contact in Zoho CRM, request additional case details, and convert the lead into a referral.

September 14, 2026 By Carmel Coman

This guide walks through generating a lead for an existing solicitor contact in Zoho CRM, sending out an information request form, and converting the accepted lead into an active client referral.

This procedure applies to administrative and intake team members handling case inquiries or atypical referral requests from existing solicitor contacts.

When an existing solicitor contacts the practice regarding a case that requires additional vetting or falls outside standard case parameters, you can create a lead directly from their existing contact record rather than setting up a new solicitor account.

Step 1: Locate the Contact and Create a Lead

Step #1: Click the Search records bar in the top navigation. — Click the **Search records** bar in the top navigation.

Type the contact's name and press Enter.

Step #3: Click on the contact's name in the search results table to open their record. — Click on the contact's name in the search results table to open their record.

Step #4: Select the checkbox for the Create a Lead field on the contact overview page. — Select the checkbox for the **Create a Lead** field on the contact overview page.

Step #5: Click the blue checkmark button to confirm and save the change. — Click the blue checkmark button to confirm and save the change.

Step 2: Send the Information Request Form

Once the lead is created, open the newly generated lead record to send the intake questionnaire to the solicitor.

Step #6: Click Leads in the left sidebar navigation. — Click **Leads** in the left sidebar navigation.

Step #7: Click the newly created lead name in the Leads table. — Click the newly created lead name in the Leads table.

Step #8: Scroll down to the About the Case section and select the Request Information checkbox. — Scroll down to the **About the Case** section and select the **Request Information** checkbox.

Step #9: Click the blue checkmark button to save and dispatch the information request email form to the solicitor. — Click the blue checkmark button to save and dispatch the information request email form to the solicitor.

When the solicitor submits the completed form, an automated notification is sent to Carmel (for adult cases) or Willie (for child/minor cases) to review and decide whether to accept or decline the referral.

Step 3: Convert the Lead into a Referral

Once a case is accepted, convert the lead to add the client into the referral pipeline.

Step #10: Click Convert in the upper right action bar of the lead record. — Click **Convert** in the upper right action bar of the lead record.

Step #11: Select Add to existing Contact. — Select **Add to existing Contact**.

Step #12: Select the radio button next to the matching contact record in the dialog. — Select the radio button next to the matching contact record in the dialog.

Step #14: Check the Create a new Referral for this Account. checkbox. — Check the **Create a new Referral for this Account.** checkbox.

Type the client's name into the Referral Name field.

Step #16: Click the Stage dropdown. — Click the **Stage** dropdown.

Step #17: Select Enquiry. — Select **Enquiry**.

Step #18: Click the Pipeline dropdown to select the appropriate referral pipeline. — Click the **Pipeline** dropdown to select the appropriate referral pipeline.

Step #19: Select Litigation Referrals (or the pipeline relevant to the case type). — Select **Litigation Referrals** (or the pipeline relevant to the case type).

Step #20: Click the Location dropdown menu. — Click the **Location** dropdown menu.

Step #21: Select the client's location, such as Northern Ireland. — Select the client's location, such as **Northern Ireland**.

Step #22: Click the Type of work requested dropdown field. — Click the **Type of work requested** dropdown field.

Step #23: Select the required assessment type, such as PI ASSESSMENT & REPORT. — Select the required assessment type, such as **PI ASSESSMENT & REPORT**.

Step #24: Select Adult (or Minor) in the Adult / Minor dropdown. — Select **Adult** (or **Minor**) in the **Adult / Minor** dropdown.

Step #25: Click inside the Solicitors Reference text field. — Click inside the **Solicitors Reference** text field.

Type the reference number provided by the solicitor.

Step #27: Click the blue Convert button at the bottom of the page. — Click the blue **Convert** button at the bottom of the page.

Step #28: Click Referrals in the left sidebar to verify that the referral is listed and ready for an appointment offer. — Click **Referrals** in the left sidebar to verify that the referral is listed and ready for an appointment offer.

Q: When should a lead be created for an existing contact?

A: Create a lead whenever an existing solicitor contact submits a referral that is outside standard parameters, requires case vetting, or needs more information before being formally accepted.

Q: Who reviews the submitted case information form?

A: Carmel reviews submissions regarding adult clients, and Willie reviews submissions regarding child or minor clients.

Q: What does converting a lead accomplish in the system?

A: Converting a lead confirms the case has been accepted as viable work and moves the client record onto the active referral pipeline for appointment scheduling.

Term	Definition
Lead	A prospective case or unconfirmed inquiry requiring vetting before acceptance.
Contact	A registered solicitor or professional partner stored in the CRM.
Referral	An accepted client case actively being processed through the booking pipeline.
Pipeline	The workflow stages used to track and manage referrals from inquiry to completion.