Client experience
Finally, clients who are not in the dark.
Give clients a clear request and a way to respond. Their documents and questions return to your team, with reminders when your firm enables them.
Availability: Limited availability
Confirm which client features are included in your pilot. Legal advice and decisions remain with counsel. On a matter with more than one client, answers stay private but the request's progress is shared.
Your workspace
Welcome back.
Your response is with your legal team.
The original defect email
Please provide the original email discussing the defect, including its recipients and attachments.
Why do you need the original email?
Your team is comparing what was sent, when, and to whom. The recipients and attachments help with that.
View the transfer receipt
In practice
Fewer “just following up” emails.
A clear request.
The client sees who is asking, what is needed and why. They can provide an item, ask the firm a question or explain why they cannot find it.
ERElena RiveraYour attorney · North Harbor
Example after the firm shares this request
A little more context will help.
We are reviewing two accounts of when the supplier learned of the defect. Please send the email that sent the defect report, its attachments and any notes from the review meeting.
Status notePublished by your attorney
The firm's drafts and strategy notes are not shared. A document reaches the client only when its classification clears it and the firm shares it.
01A clear request from a named attorneyIllustrative example An answer you can act on.
If the client cannot provide an item, the lawyer gets a task. A question awaits the firm's reply. Reminders run when your firm enables them.
North Harbor / requested material
One item at a time.
Defect emailReceivedThe firm holds the file. An attorney has not reviewed it yet.
AttachmentsNeededSend them, or say why you cannot.
Review-meeting notesNeededSend them, or ask what is meant.
Ways to respond to an item
- Send it
- It shows as received once the firm holds it. Review is a separate step.
- Cannot provide it
- The item is marked blocked, and your reason goes to the attorney who asked.
- Ask what it means
- The item is still yours to answer, and the firm owes you a reply.
Each item keeps its own state. A response about one does not hide the others.
02Each item has its own answerIllustrative example Received is not reviewed.
An upload shows as received when it arrives, and as reviewed only after an attorney moves the request on. A state BRON cannot read shows as unknown.
North Harbor / example receipt
File receivedYour email is with the team.
Original notice emailReceived for this request
- Asked by
- Elena Rivera
- Review state
- Received, not yet reviewed
- Notice question
- Still open
When your firm asks how to continue
Arrange a call with my attorney
Send my question to the team
Your attorney writes these options, between two and twelve of them.
Received does not mean the firm accepts what the file says, or that the notice question is settled.
03Received is not reviewedIllustrative example
What this carries into the rest of the matter
- Each answer, on the item it answers.
- Uploads, into the matter's documents, waiting for review.
- Items a client cannot provide, as a task for the attorney.
One decision in practice
Two items answered in two different ways.
The firm holds the file. Received does not mean an attorney has read it.
Garcia says he has no copy. His reason goes on the matter's thread, and the item is marked blocked.
High priority. Nothing counts as received for the notes. The request is still outstanding, and she can ask again or replace the item.
Elena decides where to look for the notes next. Request for production No. 1 asks the supplier for them.