Creating a Lead for a possible referral from a New Solicitor/Contact who we haven't worked with before.

Learn how to record a solicitor inquiry as a lead in Zoho Mail, request intake details, and convert approved leads into active pipeline referrals in Zoho CRM.

September 14, 2026 By Carmel Coman

This guide outlines how to capture new solicitor inquiries from email, send automated information request forms, and convert approved inquiries into active pipeline referrals in Zoho CRM.

This procedure applies to administrative staff when handling new appointment requests from solicitors before case acceptance.

When a new solicitor emails requesting an appointment, initial details are often insufficient to confirm whether the case can be accepted. Recording the inquiry as a lead provides a temporary holding place while necessary case details are requested and reviewed.

1. Create a Lead from Zoho Mail

Step #1: Click on the incoming solicitor email in your inbox to open the message. — Click on the incoming solicitor email in your inbox to open the message.

Step #2: Click the CRM integration icon on the right-hand sidebar in Zoho Mail. — Click the **CRM integration icon** on the right-hand sidebar in Zoho Mail.

Step #3: Click Create Lead in the CRM side panel. — Click **Create Lead** in the CRM side panel.

Step #4: Ensure your name is selected in the Lead Owner field. — Ensure your name is selected in the **Lead Owner** field.

Step #5: Click the Company field and enter the solicitor firm's company name. — Click the **Company** field and enter the solicitor firm's company name.

Step #6: Click the First Name field and type the solicitor's first name. — Click the **First Name** field and type the solicitor's first name.

Step #7: Click the Last Name field and type the solicitor's last name. — Click the **Last Name** field and type the solicitor's last name.

Step #8: Click to copy the solicitor's email address from the email header. — Click to copy the solicitor's email address from the email header.

Step #9: Paste the email address into the Email field in the CRM sidebar. — Paste the email address into the **Email** field in the CRM sidebar.

Step #10: Enter the solicitor's reference number into the Solicitor Reference field if provided. — Enter the solicitor's reference number into the **Solicitor Reference** field if provided.

Step #11: Select the Request Information checkbox. — Select the **Request Information** checkbox.

Checking Request Information automatically triggers the system to send an online intake form to the solicitor's email address upon saving.

Step #12: Click Save to create the lead and dispatch the intake form. — Click **Save** to create the lead and dispatch the intake form.

2. Review and Convert an Approved Lead

Once the solicitor submits the intake form, Carmel (for adult cases) or Willie (for child cases) receives an email notification to review the details. If accepted, proceed with converting the lead into a referral.

Step #13: Open the Zoho CRM browser tab. — Open the **Zoho CRM** browser tab.

Step #14: Click Leads in the left navigation sidebar. — Click **Leads** in the left navigation sidebar.

Step #15: Click on the relevant lead name in the table to open the lead details. — Click on the relevant lead name in the table to open the lead details.

Step #16: Click Convert in the top action bar. — Click **Convert** in the top action bar.

Step #17: Select the Create a new Referral for this Account. checkbox. — Select the **Create a new Referral for this Account.** checkbox.

Step #18: Click the Referral Name field and enter the client's full name. — Click the **Referral Name** field and enter the client's full name.

The Referral Name must always be the client's name (the individual receiving services), not the solicitor's name.

Step #19: Set the Stage dropdown to Enquiry. — Set the **Stage** dropdown to **Enquiry**.

Step #20: Select the appropriate pipeline from the Pipeline dropdown menu. — Select the appropriate pipeline from the **Pipeline** dropdown menu.

Pipeline Selection Guide

Pipeline	Use Case
Litigation Referrals	Standard solicitor referrals for medico-legal assessments and litigation cases.
Online Bookings	Direct self-scheduled or specialized partner referrals (e.g., JMK referrals).
Therapy for Personal Injury	Solicitor referrals specifically requesting ongoing therapy post-injury.
Referrals	Direct self-referrals or trust referrals (not used for solicitor inquiries).

Step #21: Select the client's location from the Location dropdown menu (e.g., Northern Ireland). — Select the client's location from the **Location** dropdown menu (e.g., **Northern Ireland**).

Step #22: Select the requested service from the Type of work requested dropdown menu (e.g., PI ASSESSMENT & REPORT). — Select the requested service from the **Type of work requested** dropdown menu (e.g., **PI ASSESSMENT & REPORT**).

Step #23: Enter the assigned clinician in the Allocated to field if a specific practitioner was requested. — Enter the assigned clinician in the **Allocated to** field if a specific practitioner was requested.

Step #24: Select either Adult or Minor from the Adult / Minor dropdown menu. — Select either **Adult** or **Minor** from the **Adult / Minor** dropdown menu.

Step #25: Click Convert to complete the conversion. — Click **Convert** to complete the conversion.

Step #26: Click Referrals in the left sidebar to confirm the new client referral appears in the pipeline under the Enquiry stage. — Click **Referrals** in the left sidebar to confirm the new client referral appears in the pipeline under the Enquiry stage.

Q: What should I do if an inquiry is not accepted after reviewing the returned intake form?

A: If the clinical lead determines the referral cannot be accepted, do not convert the lead. Instead, send the standard decline response email directly to the solicitor.

Q: Why shouldn't solicitor referrals be placed in the general "Referrals" pipeline?

A: The standard Referrals pipeline is designated for self-referring therapy clients and health trust contracts. Solicitor cases must always be routed through Litigation Referrals, Online Bookings, or Therapy for Personal Injury.

Q: Who reviews completed lead intake forms?

A: Carmel receives notifications for adult cases, while Willie receives notifications for child cases. They review the returned details and advise whether to convert the referral.

Term	Definition
Lead	A temporary holding record in Zoho CRM for prospective inquiries before case acceptance is confirmed.
Referral	An accepted client record tracked as an active opportunity within the CRM pipeline.
Converting	The CRM process of transitioning a preliminary lead into a permanent contact and pipeline referral.
Litigation Pipeline	The specific CRM workflow track used to manage legal and medico-legal assessment referrals.