Process New Client Inquiries

Learn how to manage new client inquiries, claim leads in the shared inbox, log them in Intelliflo Office, and track opportunities.

June 17, 2026 By Elliot

This guide walks you through processing new client inquiries from the shared inbox to logging them in Intelliflo Office (IO). The goal is to ensure all incoming leads are claimed, categorized, and accurately tracked as opportunities until closure.

This process applies to administrative staff and advisors handling inbound inquiries. It should be used immediately when a new lead enters the shared 'Enquiries At' inbox.

Claim the Inquiry

Inquiries arrive electronically from various channels into the "Enquiries At" group inbox.

Step #1: Right-click the new inquiry email and select a category to assign it to yourself. — Right-click the new inquiry email and select a category to assign it to yourself.

The person who picks up the email first and claims it will be responsible for seeing the opportunity through to closure.

Log the Client in Intelliflo Office (IO)

Once claimed, hop into IO to create the client record.

Step #2: Click Add Client in the left-hand menu. — Click **Add Client** in the left-hand menu.

Enter the client's name and other requested personal details.

Step #4: Click Next to proceed. — Click **Next** to proceed.

Step #5: Search for and select the appropriate adviser for this client. — Search for and select the appropriate adviser for this client.

Step #6: Click Next to move to the duplicate check. — Click **Next** to move to the duplicate check.

Step #7: Click Next to bypass the duplicate check if none exist. — Click **Next** to bypass the duplicate check if none exist.

Step #8: Click Next after confirming the address details. — Click **Next** after confirming the address details.

Step #9: Click Next once any known contact details have been populated. — Click **Next** once any known contact details have been populated.

Create the Opportunity

Add an opportunity against the new client record based on the advice they need.

Step #10: Select the Opportunity Type. — Select the **Opportunity Type**.

Step #11: Select the Adviser Name handling the case. — Select the **Adviser Name** handling the case.

Step #12: Enter a rough estimate in the Income Value field. — Enter a rough estimate in the **Income Value** field.

Step #13: Click Finish to save the new opportunity. — Click **Finish** to save the new opportunity.

Add Campaign Data and Close Date

The campaign source (where the client came from) and campaign channel (how they contacted us) are critical for management information (MI) reporting.

Click Opportunities on the left menu of the client profile.

Step #15: Click Open on the opportunity you just created. — Click **Open** on the opportunity you just created.

Step #16: Update the Campaign source to indicate how they know Astute exists. — Update the **Campaign source** to indicate how they know Astute exists.

Step #17: Update the Campaign channel to reflect their contact method. — Update the **Campaign channel** to reflect their contact method.

Step #18: Set the Close Date to exactly one month from today. — Set the **Close Date** to exactly one month from today.

Track with an Opportunity Task

Create an actionable checklist to drive the onboarding process.

Step #20: Click Opportunity Actions in the top-right corner. — Click **Opportunity Actions** in the top-right corner.

Step #21: Select Add Task. — Select **Add Task**.

Step #22: Open the Task Category dropdown menu. — Open the **Task Category** dropdown menu.

Step #23: Select Opportunity to auto-generate the workflow checklist. — Select **Opportunity** to auto-generate the workflow checklist.

Step #24: Click Tasks on the left menu to view the newly created checklist. — Click **Tasks** on the left menu to view the newly created checklist.

Step #25: Click Open to access and check off individual task items. — Click **Open** to access and check off individual task items.

The generated task outlines the standard onboarding process:

Qualify the lead and refer it to the adviser.
Gather vulnerability details.
Optionally issue a welcome communication via Brevo.
Follow up with the adviser to determine the outcome.

Opportunity Statuses

As the lead progresses, update the opportunity status to reflect the current state of the engagement:

Status	Description
New	A newly logged opportunity that has not yet been processed.
Referred to Advisor	The inquiry is qualified and handed over for advice.
Meeting Scheduled	The prospect has booked an initial consultation.
Closed - Converted	The prospect successfully onboarded as a new client.
Closed - Not Taken Up	The prospect chose not to proceed.

Q: Who is responsible for managing the opportunity?

A: Whoever initially claims the inquiry in the group inbox will oversee the opportunity all the way through to closure.

Q: How is the target close date determined?

A: You should set the target close date to exactly one month from the date the opportunity is created.

Term	Definition
Intelliflo Office (IO)	A client management and financial planning software platform used to log prospects.
Campaign source	The origin of the lead, indicating how the prospect discovered the company.
Campaign channel	The specific method the prospect used to make initial contact.
Brevo	A marketing tool used to send automated welcome communications to new prospects.