How to Manage the 'Waiting Further Information' Pipeline

Learn how to sanitize the referral pipeline by checking for missing information, sending chasers, and ensuring client data matches across Zoho CRM and WriteUpp.

May 15, 2026 By Carmel Coman

This guide outlines how to manage clients in the "Waiting further information" stage of the pipeline. The goal is to ensure clients don't stall in the pipeline by proactively requesting missing referral details, correcting data errors, and discharging inactive clients.

This applies to administrative staff managing client intake. You will use this process to routinely sanitize the pipeline and prevent bottlenecks before scheduling appointments.

Reviewing the Pipeline and Client History

Before sending any communication, verify whether an information request was already sent to the solicitor.

Step #1: From the Zoho CRM Kanban board, click the client's name in the Waiting further info column to open their referral record. — From the Zoho CRM Kanban board, click the client's name in the **Waiting further info** column to open their referral record.

Step #2: Scroll down to the Emails section to review any past correspondence. — Scroll down to the **Emails** section to review any past correspondence.

Step #3: If there are no emails in Zoho CRM, open WriteUpp and use the top search bar to find the client. — If there are no emails in Zoho CRM, open **WriteUpp** and use the top search bar to find the client.

Step #4: Click on the client's WUID to open their Client Summary. — Click on the client's WUID to open their Client Summary.

Step #5: Check the Messages and Files tabs in WriteUpp to see if a request for information was previously sent. — Check the **Messages** and **Files** tabs in WriteUpp to see if a request for information was previously sent.

Sending Chaser Emails

Based on the client's history, use a template to request the missing information from the solicitor.

Scenario	Action	Template to Use
No request for information has been sent yet.	Send an initial request.	1st Chaser
A request was sent previously but no response received.	Send a follow-up request.	2nd Chaser

Step #6: From the Zoho CRM referral record, click Send Mail. — From the Zoho CRM referral record, click **Send Mail**.

Step #7: Copy the client's name and paste it into the email subject line. — Copy the client's name and paste it into the email subject line.

Step #8: Click Insert Template. — Click **Insert Template**.

Step #9: Select the appropriate template from the list (e.g., 2nd Chaser Further Information Required). — Select the appropriate template from the list (e.g., **2nd Chaser Further Information Required**).

Step #10: Review the populated message and click Send. — Review the populated message and click **Send**.

If the solicitor replies with the requested information, move the client to the Ready for appointment offer stage.

Discharging Inactive Clients

If the solicitor replies that they have found an expert elsewhere or no longer need the appointment, you must close the case in both systems. First, move the client to Closed Lost in Zoho CRM. Then, discharge them in WriteUpp.

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In WriteUpp, open the client profile and click Create in the top navigation bar.

Step #12: Select Discharge to close the episode of care. — Select **Discharge** to close the episode of care.

Once the client is successfully discharged, the orange box on their profile will turn gray.

Setting Follow-Up Reminders or Escalations

Whenever you send a chaser email, set a task to remind yourself to check for a reply in two weeks. You can also use tasks to alert a manager if you suspect the wrong solicitor or expert was allocated to a client.

Step #13: From the Zoho CRM Kanban board or referral record, open the activity menu and select Create New Task. — From the Zoho CRM Kanban board or referral record, open the activity menu and select **Create New Task**.

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Enter a descriptive subject, such as "Check if reply received" or "? right solicitor allocated".

Step #15: Select a Due Date. — Select a **Due Date**.

Step #16: Click the Owner dropdown. Assign the task to yourself for a reminder, or to the appropriate manager to review an error. — Click the **Owner** dropdown. Assign the task to yourself for a reminder, or to the appropriate manager to review an error.

FAQ

Q: How do I know if the referral is for an initial report or an addendum?

A: Check the Files tab in WriteUpp. If a clinical psychology report is already on file, the referral is likely an addendum. Alternatively, check the uploaded referral emails to see if they specifically state "request for an addendum".

Q: What should I do if the solicitor on the Zoho CRM record doesn't match the one in WriteUpp?

A: Cross-check the "Account Name" in Zoho CRM against the third party listed in WriteUpp. If there is a discrepancy and you are unsure which is correct, create a new task in Zoho CRM, assign it to your manager, and ask them to verify the correct solicitor.