Onboarding

Introduction
Sequence No. 1 – Initial Telephone Contact
Sequence No. 2 – First Contact by Email or Instant Messaging (SMS, LinkedIn, WhatsApp)
Sequence No. 3 – Qualified Telephone Contact
Sequence No. 4 – Qualified Contact by Email
Sequence No. 5 – Serious Contact for a Recurring Case
Sequence No. 6 – Simple Contact
Sequence No. 7 – Contact Following a Missed Call
Procedure for Combating Money Laundering (AML) and Terrorist Financing (CFT)
Automate Your Sequences with the Right Tools
Conclusion

Introduction

We offer you effective sequences to implement when a client contacts you directly by email or by telephone.

What is a sequence?

A sequence is a structured scenario that guides you step by step through managing your client interactions.
It allows you to adopt the right approach, structure the exchange from the outset, and set clear conditions for an effective collaboration.

Why use these sequences?

✅ Establish a relationship of trust from the first exchange.
✅ Define a clear framework to avoid misunderstandings.
✅ Ensure that you only attract clients who respect your time and conditions.

Sequence No. 1 – Initial Telephone Contact

This sequence guides you in managing a first telephone contact with a potential client by setting a clear and structured framework.

It allows you to optimize your time while effectively qualifying the client’s needs.

📌 Timing:

When a potential private individual or corporate client contacts you by telephone during the day.

This potential client comes from the Internet, with no recommendation, or from an unknown source.

1. Managing the phone call

🎯 Objective:

To qualify the client’s request, set a clear framework, and initiate the collaboration process.

🗣️ Content of the exchange:

✅ Reassure the client and demonstrate that you are attentive to their needs.
✅ Present the cost of the initial consultation or specify whether your law firm accepts “pro deo” cases.
✅ Confirm that the client agrees with these financial terms.
✅ Collect essential information: the client’s name and email address.
✅ Explain that you will send them an email with a mandatory form to be completed before scheduling any appointment.

2. Sending a welcome email

📅 Deadline:

Within a few hours of the call.

✉️ Content of the email:

– Restate the reason for the call and show that you have understood their needs.
– Clearly explain the next steps.
– Provide a link to the form that must be completed before scheduling an appointment.

📋 Type of form to send:

🔹 Problem-specific form (example: “I want to get a divorce”) → if specific information is required.
🔹 Basic intake form → if a preliminary simple exchange is sufficient.

📝 Example questions for the basic intake form:

1) Please describe in a few words why you are contacting us.
2) Would you like to send us any documents or photos? (Yes/No)
3) The initial consultation is [Price] euros including VAT. Is this amount acceptable for you? (Yes/No)
4) Do you have legal expenses insurance coverage? (Yes/No)
5) Do you benefit from legal aid? (Yes/No/Not sure)
6) Please upload your ID card or passport.
7) How did you hear about our law firm? (Internet, social media, accountant, press, recommendation, other)
8) What convinced you to contact us?
9) How can we work together so that you are satisfied and willing to recommend us?
10) Full name
11) Email address and telephone number

📧 Example of an email:

Subject: Following up on our call – form to be completed

[Salutation],

Following our pleasant phone conversation today:

In order to fully understand your need concerning [issue mentioned by phone], I kindly invite you to complete this form:
[Symplicy Magic Link]

Upon receiving the completed form, I will suggest some time slots for a consultation [via videoconference] [at the law firm].

Thank you and speak to you soon.

Kind regards,

[Your Name]

3. Proposal for an appointment

📅 Deadline:

As soon as the completed form is received.

✉️ Content of the email:

– Confirm the client’s interest in continuing with you.
– Remind them of the consultation fee and the payment methods.
– Include a link to your appointment scheduling tool.

4. Appointment confirmation

📅 Deadline:

As soon as the appointment is scheduled.

✉️ Content of the email:

– Date and time of the appointment.
– Link for the videoconference or the address of the law firm.
– Useful resources to learn more about you and prepare for the meeting.

5. Follow-up after the appointment

📅 Deadline:

Immediately after the meeting.

✉️ Content of the email:

– Summary of the meeting and key points covered.
– Confirmation of the client’s interest in continuing the collaboration.

6. Formalizing the collaboration (compliance)

📅 Deadline:

Within 24 hours after the appointment.

✉️ Content of the email:

– Sending a clear proposal detailing the next steps in your engagement.
– Invitation to sign your fee agreement.
– Request for completion of the “client file (KYC/AML)” form.

Clarification of advancement conditions:

No work will be undertaken as long as:

❌ The fee agreement has not been signed.
❌ The “client file (KYC/AML)” form is not completed.
❌ A retainer fee or the fixed fee has not been paid.

🔹 Key benefits of this sequence:

✅ A clear structure that sets the framework from the first exchange.
✅ A smooth process that filters out clients who are not genuinely interested.
✅ Efficient time management by automating key steps.

💡 This document is available in editable Word format to suit your needs.

Sequence No. 2 – First Contact by Email or Instant Messaging (SMS, LinkedIn, WhatsApp)

This sequence guides you in managing a first contact made in writing by a potential client, by setting a clear and structured framework.

It allows you to optimize your time while effectively qualifying their request.

📌 Timing:

When a potential private individual or corporate client contacts you by email or via instant messaging during the day.

This potential client comes from the Internet, with no recommendation, or from an unknown source.

1. Sending a welcome email

📅 Deadline:

A few hours after the client’s initial message.

🗣️ Content of the exchange:

✅ Restate the reason for their message and show that you have understood it.
✅ Clearly explain the next steps and what they can expect from you.
✅ Invite the client to complete a mandatory form before scheduling any appointment.
✅ Emphasize the importance of completing this form as a prerequisite and mandatory step.

📋 Type of form to send:

🔹 Problem-specific form (example: “I want to get a divorce”) → if specific information is required.
🔹 Basic intake form → if a preliminary simple exchange is sufficient.

📝 Example questions for the basic intake form:

📧 Example of an email:

Subject: Following your message – form to be completed

[Salutation],

I acknowledge receipt of your message and thank you for it.

In order to thoroughly understand your need concerning [issue mentioned in the message], I kindly invite you to complete this form:
[Symplicy Magic Link]

Once the form is completed and received, I will suggest time slots for a consultation [via videoconference] [at the law firm].

Thank you and speak to you soon.

Kind regards,

[Your Name]

2. Proposal for an appointment

📅 Deadline:

As soon as the completed form is received.

✉️ Content of the email:

✅ Confirm the client’s interest in proceeding with you.
✅ Remind them of the consultation fee and the payment methods.
✅ Provide a link to your appointment scheduling tool.

3. Appointment confirmation

📅 Deadline

As soon as the appointment is fixed.

✉️ Content of the email

✅ Date and time of the appointment.
✅ Videoconference link or the law firm’s address.
✅ Useful resources to learn more about you and prepare for the meeting.

4. Follow-up after the appointment

📅 Deadline

Right after the meeting.

✉️ Content of the email

✅ Summary of the meeting and key points covered.
✅ Confirmation of the client’s interest in continuing the collaboration.

5. Formalizing the collaboration (compliance)

📅 Deadline

24 hours after the appointment.

✉️ Content of the email

✅ Delivery of a clear proposal detailing the next steps in your engagement.
✅ Invitation to sign the fee agreement.
✅ Request to complete the “client file (KYC/AML)” form.

Clarification of advancement conditions:

No work will be carried out as long as:

❌ The fee agreement has not been signed.
❌ The “client file (KYC/AML)” form is not completed.
❌ A retainer fee or the fixed fee has not been paid.

🔹 Key benefits of this sequence:

✅ A clear structure that sets the framework from the very first exchange.
✅ A smooth process that filters out clients who are not genuinely interested.
✅ Efficient time management by automating key steps.

💡 This document is available in editable Word format to meet your needs.

Sequence No. 3 – Qualified Telephone Contact

This sequence guides you when a corporate client contacts you directly by telephone or through your secretariat, and you believe that their request is relevant and that a collaboration is feasible.

It allows you to structure the exchange effectively, set a clear framework, and ensure a professional follow-up to this first contact.

📌 Timing:

– The corporate client calls you, and you pick up.
– The client called but you were unable to answer; you call them back.
– The client contacted your secretariat; you get back in touch.

The client is considered “qualified” if:

– Their request falls within your areas of expertise.
– They match your target clientele.
– No conflict of interest has been identified.
– You have the capacity to handle the matter without overburdening yourself.
– You know the client or they have a trustworthy reputation (recommendation, professionalism, familiarity with digital tools, etc.).
– Your values and working methods are aligned.

1. During the call

🗣️ Objectives of the exchange:

– Establish a relationship of trust and reassure the client.
– Clearly present the cost of the initial consultation and mention, where appropriate, how you handle “pro deo” cases.
– Confirm the client’s agreement on the consultation fee.
– Arrange an initial appointment.
– Gather the client’s name and email address.
– Explain that a mandatory form must be completed before the appointment.
– Emphasize that this form is indispensable to confirm and prepare for the meeting.

2. Appointment confirmation email

📅 Deadline:

Immediately after the phone call.

✉️ Content of the email:

✅ Confirmation of the date and time of the appointment.
✅ Location of the meeting or videoconference link.
✅ Reminder of the consultation fee.
✅ Link to the “client file (KYC/AML)” form to be completed before the appointment.
✅ Stress the mandatory nature of this form.

📧 Example of an email:

Subject: Confirmation of your appointment – form to be completed

[Salutation],

Thank you for our telephone conversation today.

I confirm your appointment on [date] at [time]:

[Law Firm Address]
or by videoconference via the following link: [Link]

The consultation fee is [price] euros including VAT. A Bancontact terminal will be provided for the payment.

Kindly complete this form before our appointment:
[Symplicy Magic Link – “client file (KYC/AML)”]

Looking forward to meeting you,

Kind regards,

[Your Name]

Tip: Keep the message clear and concise. Make sure the link to the form is prominent.

Suggestion: If the “client file (KYC/AML)” form is not completed when the client arrives, consider offering them the option to complete it on site (via QR code or tablet in the waiting room).

3. Post-appointment follow-up email

📅 Deadline:

After the appointment.

✉️ Content:

✅ Summary of the points covered.
✅ Confirmation of the client’s interest in proceeding with you.
✅ Possible next steps (depending on the context).

4. Formalization email (compliance)

📅 Deadline:

Within 24 hours after the appointment.

✉️ Content:

✅ Sending a proposal or a clear service offer.
✅ Invitation to sign the fee agreement.

Reminder of prerequisites for any action:

No work will be undertaken as long as:

❌ Unsigned agreement
❌ “Client file (KYC/AML)” form not completed
❌ Retainer fee or down payment not paid

🔹 Key benefits of this sequence:

✅ A first contact that is structured, reassuring, and clearly framed.
✅ An effective quality filter to ensure compatibility between the client and the law firm.
✅ A rigorous approach to complying with ethical and administrative obligations.

Sequence No. 4 – Qualified Contact by Email

This sequence applies when a corporate client contacts you by email and, upon reading their message, you deem that the request is serious, relevant, and compatible with your practice.

It allows you to effectively handle the first contact while laying the groundwork for a future collaboration.

📌 Timing:

– A corporate client sends you an email.

The client is considered “qualified” if:

1. Appointment scheduling email

📅 Deadline:

Within hours of receiving the email.

✉️ Content:

✅ Confirm the client’s interest in meeting you.
✅ Present the cost of the initial consultation and the payment methods.
✅ Share the link to your appointment scheduling tool.

2. Appointment confirmation email

📅 Deadline:

Immediately after booking the appointment.

✉️ Content:

✅ Confirmation of the date and time.
✅ Address of the law firm or videoconference link.
✅ Send the “client file (KYC/AML)” form to be completed before the appointment.
✅ Emphasize the mandatory nature of this form.

📧 Example of an email:

Subject: Confirmation of your appointment – form to be completed

[Salutation],

I hereby confirm our appointment on [Date] at [Time]:

At the law firm: [Address]
or via videoconference: [Link]

To prepare for our meeting, kindly complete this form before the appointment:
[Symplicy Magic Link – “client file (KYC/AML)”]

Thank you in advance for your cooperation.

Kind regards,

[Your Name]

Tip: Be direct and clear. The link to the form should be visible and easily accessible.

Suggestion: If the client has not completed it before the meeting, have a backup plan: a QR code in the waiting room, a tablet on hand, etc.

3. Post-appointment follow-up email

📅 Deadline:

Immediately after the appointment.

✉️ Content:

– Summary of the points covered.
– Confirmation (or not) of the client’s interest in a collaboration.
– Indication of the next steps.

4. Formalization email (compliance)

📅 Deadline:

Within 24 hours following the appointment.

✉️ Content:

– Delivery of a proposal or detailed intervention plan.
– Invitation to sign the fee agreement.

Conditions for starting work on the case:

No work will be undertaken as long as:

❌ Unsigned agreement
❌ “Client file (KYC/AML)” form not completed
❌ Retainer fee or down payment not paid

🔹 Key benefits of this sequence:

✅ A clear, professional process from the very first email.
✅ Natural selection of serious clients.
✅ Effective anticipation of administrative and ethical requirements.

Sequence No. 5 – Serious Contact for a Recurring Case

This sequence applies when a regular or recommended client contacts you by telephone regarding a typical or technical case that your law firm usually handles.

It enables you to promptly and efficiently suggest an initial in-person meeting while ensuring that the basic elements are in place to move forward under good conditions.

📌 Timing:

A private individual, business, or institutional client (investment fund, bank, insurance company, broker, etc.) calls you during the day.

This client is considered “qualified” if:

💡 If the client comes from the Internet or lacks a clear recommendation, consider using Sequence No. 1 instead.

1. During the phone call

🗣️ Content of the call:

– Reassure the client and demonstrate your expertise.
– Ask how they heard about your law firm.
– Clearly state the cost of the initial consultation and mention whether you accept “pro deo” cases.
– Obtain the client’s approval for the proposed fee.
– Schedule an in-person appointment.
– Collect the client’s name and email address.
– Explain that they will receive an email with a mandatory form to fill out before the appointment.
– Emphasize how important this step is for efficiently preparing the meeting.

2. Appointment confirmation email

📅 Deadline:

Immediately after the call.

✉️ Content:

– Date, time, and location of the appointment.
– Reminder of the consultation fee and payment methods.
– Link to the form specific to the recurring case type.
– Clear statement that the form is mandatory.

📧 Example of an email:

Subject: Confirmation of your appointment – form to be completed

[Salutation],

I hereby confirm your appointment on [Date] at [Time], at our law firm located at [Address].

The consultation fee is [Price] euros. A Bancontact payment terminal will be available.

In order to prepare for our meeting as effectively as possible, please complete this form before our appointment:
[Link to the Symplicy form adapted to the recurring case]

Thank you in advance.

Kind regards,

[Your Name]

Tip: Keep the email short and readable. The link to the form should stand out clearly in the text.

3. Follow-up email after the meeting

📅 Deadline:

Immediately after the appointment.

✉️ Content:

– Summary of the key points discussed during the exchange.
– Confirmation of the client’s interest in continuing.
– Sending the “client file (KYC/AML)” form to be filled out.
– Invitation to sign your offer or fee agreement.

Tip: The “client file (KYC/AML)” form should be adapted to the type of client (private individual, company, bank, fund, etc.), to the type of case (sale, company incorporation, licensing, etc.), and to the level of risk.

🔹 Key benefits of this sequence:

✅ Tailored to recurring or technical cases.
✅ Saves time while maintaining a professional framework.
✅ Prepares a structured collaboration, even for the most complex cases.

Sequence No. 6 – Simple Contact

This sequence is intended for situations in which a private individual calls you with a clear request but does not seem comfortable with digital tools or written communication.

It allows you to establish direct human contact without complicating the initial process, while fulfilling your legal and organizational duties.

📌 Timing:

– A private individual calls you during the day.

You decide that an appointment is appropriate if:

– Their request falls within your areas of expertise.
– They fit into your core target clientele.
– The client appears to have difficulty with self-expression or digital access.

1. During the phone call

🗣️ Objectives of the call:

– Welcome the client in a caring manner.
– Ask a few simple questions to qualify their request.
– Immediately schedule an in-person appointment.
– Inform the client that a form must be completed but that they can do so in person on the day of the appointment, with your assistance if necessary.

2. On the day of the appointment

🧾 Form to be completed on site:

– Provide a QR code displayed in the waiting room leading to the “client file (KYC/AML)” form.
– Provide a tablet or a computer to facilitate filling in the information.
– If needed, offer discreet assistance to help the client complete the form.

The aim is to remove administrative barriers without compromising the collection of essential data for your law firm.

3. Follow-up email after the meeting

📅 Deadline:

Immediately after the appointment.

✉️ Content:

– Summary of the discussion and main points.
– Confirmation of the client’s interest in proceeding.
– If necessary, send again the link to the “client file (KYC/AML)” form to be completed or finalized.
– Send a clear proposal or fee agreement.

🔹 Key benefits of this sequence:

✅ Remains accessible for those who are uncomfortable with digital tools.
✅ Maintains a smooth and reassuring client experience.
✅ Complies with compliance obligations without rigidity.
✅ Reinforces the human aspect of your practice.

Sequence No. 7 – Contact Following a Missed Call

This sequence is particularly intended for lawyers who work alone and do not have a secretarial service to answer calls during the day.

Your target clientele consists of private individuals.

📌 Timing:

A private individual calls you during the day.

You could not pick up the phone.

🗣️ Content of your voicemail greeting:

– Encourage the client to fill out a contact form on your website.
– Indicate where the form is on your site.
– Reassure the caller that you will contact them promptly once the completed form is received.
– Send a text message with the instructions and link to the form. Most phones can automatically send a text message to someone who attempted to call.
– The voicemail may also state that if the caller is already a client, they can leave a message and you will call them back as soon as possible.

1. Proposal for an appointment

📅 Deadline:

As soon as the completed form is received.

✉️ Content of the email:

✅ Confirm the client’s interest in continuing with you.
✅ Remind them of the consultation fee and payment methods.
✅ Provide a link to your appointment scheduling tool.

2. Appointment confirmation

📅 Deadline

As soon as the appointment is fixed.

✉️ Content of the email

✅ Date and time of the appointment.
✅ Link for the videoconference or address of the law firm.
✅ Useful resources to learn more about you and prepare for the meeting.

3. Follow-up after the appointment

📅 Deadline

Immediately after the meeting.

✉️ Content of the email

✅ Summary of the meeting and key points addressed.
✅ Confirmation of the client’s interest in continuing the collaboration.

4. Formalizing the collaboration (compliance)

📅 Deadline

24 hours after the appointment.

✉️ Content of the email

✅ Sending a clear proposal detailing the next steps in your engagement.
✅ Invitation to sign your fee agreement.
✅ Request that the “client file (KYC/AML)” form be completed.

Clarification of advancement conditions:

No work will be undertaken as long as:

❌ The fee agreement has not been signed.
❌ The “client file (KYC/AML)” form is not completed.
❌ The retainer or the fixed fee has not been paid.

🔹 Key benefits of this sequence:

✅ A clear structure that sets the framework from the very first exchange.
✅ A smooth process that filters out clients who are not genuinely interested.
✅ Continuous availability, even remotely.
✅ Consistent quality of service.

💡 This document is available in editable Word format to suit your needs.

Procedure for Combating Money Laundering (ML) and Terrorist Financing (CFT)

For each sequence, it is essential to integrate a process aimed at preventing any risk of money laundering or terrorist financing.

🎯 Objective:

Ask yourself the following essential question: “Could my client be using me for money laundering or terrorist financing purposes?”

📌 Timing:

As soon as the completed “KYC/AML Client File” form is received from the client, and before entering into a business relationship.

📝 Recommended steps:

1. Collection of information and documents

Through the “KYC/AML Client File” form, you gather all the information necessary to identify the client and understand the engagement:

– Either in your email inbox (if the form is sent that way).
– Or directly in your management software (if the form is integrated there).

The client file form allows you to:

– Identify the client.
– Define the scope of the engagement.

2. Am I subject to AML/CFT regulations for this matter?

Ask yourself the following questions:

– Am I assisting my client in a transaction covered by AML/CFT regulations?
– Am I acting on behalf of my client in a financial or real estate transaction?

Examples: buying or selling real estate, asset management, opening an account, forming or managing a company.

If the answer is YES to one of these questions, you are subject to AML obligations for this engagement.

Suggestion: If you are subject to such obligations, add a sticker on the paper file or a specific label to the digital file.

3. Individual risk assessment

Conduct an individual risk assessment of the client, based on your overall risk assessment.

A few tips to properly prepare your individual risk assessment:

– Correctly identify, verify, evaluate, and update the client’s identity.
– Carry out additional research: sanctions lists, PEPs (Politically Exposed Persons), negative press, list of embargos, lists of high-risk countries…
– Check and determine whether the client is a PEP.
– Compare the documents provided by the client with publicly available data (e.g., UBO register).
– Be especially vigilant in the event of any inconsistency between the information provided by the client and the information found through your own research on the client.

4. Reporting suspicious activity

In case of doubt:

Lawyers file their reports with the Bar Association Deans (to check compliance with professional secrecy) IF the matter does not fall under the exception.

5. Document retention

Carefully retain the following documents:
– Identification data on clients, agents, contractual and beneficial owners.
– Copies of the evidence used to verify identity or the result of checking an information source.
– Identification data on clients, agents, contractual and beneficial owners.
– The evidence and data records of the transactions needed to identify and reconstruct the operations performed.

⚠️ Points of attention

– This procedure is a general, summarized base.
– It must be adapted to your practice and be fully implemented.
– Your Bar Association most likely provides practical tools: checklists, risk assessment charts, reporting forms, etc.
– Regular training in this field is essential to ensure compliance.

Automate Your Sequences with the Right Tools

With a selection of well-integrated tools, you can save valuable time, reduce errors, and provide a smooth experience for your clients.

And at the core of this automation is Symplicy, your smart form solution.

Symplicy

Symplicy is more than just a form: it is the starting point for your client relationship, designed to simplify your administrative procedures while meeting regulatory requirements.

💡 What Symplicy allows you to do:

– Create smart, dynamic forms suited to every type of case.
– Centralize KYC/AML data in a structured, secure manner.
– Obtain consent for your privacy policy and general terms in one click.
– Automatically encode data into your practice management software (Name, first name, VAT number, UBO, copy of ID, etc.).
– Trigger follow-up actions automatically: scheduling an appointment, sending emails…

🧠 Objective: Avoid manual data entry, reduce errors, and streamline the entire administrative chain.

A perfect synergy with the tools you already use:

📝 Leexi

– Automatically summarizes your consultations.
– Sends a clear report to your client after the meeting.

📆 Calendly

– Allows clients to schedule appointments online.
– Sends automatic reminders by email or text message.
– Manages online payment for consultations or retainers.

🗣 VoxNow

– Automatically transcribes the messages left on your voicemail.
– Depending on the content of the voicemail, suggests SMS calls to action (e.g., information requests, appointment scheduling, appointment cancellations).

📁 Law firm management software (Kleos, Secib, Odoo, etc.)

– Centralizes your files and client records.
– Manages your reminders, email templates, and invoices.
– Simplifies your deadline tracking.

💳 Mollie or your banking app

– Enables instant payment via QR code, Bancontact, PayPal, or credit card.
– Facilitates the collection of retainers or administrative fees.

🧩 An example of a 100% automated workflow with Symplicy:

1. The client completes your Symplicy form.
2. The data is automatically entered in your law firm management software.
3. The client automatically receives a personalized email with your Calendly link.
4. They select a time slot, pay for the consultation, and receive an automatic reminder.
5. You start the meeting already having all the data at hand.

⏱️ Result: Fewer email or phone exchanges with the client, no re-entry of data, no oversights, flawless follow-up.

Conclusion

By implementing these various structured sequences, you are doing much more than merely fulfilling your legal and ethical obligations:

– You are professionalizing your client onboarding process from the very first contact.
– You are establishing a climate of trust by demonstrating diligence, transparency, and mastery of your processes.
– You are minimizing risks related to money laundering, misidentification, or approximate data management.
– You are saving valuable time thanks to the automation of repetitive tasks and centralized information.

At the heart of this transformation lies Symplicy, your smart legal form.

It not only enables you to gather all the necessary data in a smooth and secure way, but also to trigger automated actions (appointment scheduling, synchronization with your professional software, etc.).

By integrating Symplicy into your toolbox, you put in place a truly digital, fluid, and reliable workflow, in line with modern requirements of the legal profession.

🎯 Over to you now:

– Personalize these sequences to suit the realities of your law firm and your client base.
– Gradually implement the most useful automations for you.

And above all, do not go it alone: we are at your disposal to assist you in getting the most out of Symplicy.

We remain entirely at your disposal at any time to answer your questions or help you implement your sequences: https://calendly.com/symplicy/better-call-adrien-dumonceaux.