Before you begin
- Your own access to the client portal.
- The specific checklist item you need the firm to explain.
What to do
- Open the matter and select the unclear item in its checklist. Read the request and any reason shown. Keep the question attached to that item so the firm can see what you are answering.
- Choose I'm not sure what you need. In What would you like your team to explain?, describe the uncertainty. For example, ask whether the firm wants the signed agreement or the earlier draft, rather than saying only that you are confused.
- Select Send my question and wait for confirmation. If the send fails, your words remain in the form. Check your connection and retry the same question rather than opening several unrelated messages.
- Read the item's status after sending. The firm still owes a reply before this item is resolved. Continue with other items you understand, and return to this one when your team has clarified what it needs.
- If you resolve the question yourself and have the requested material, use the item's upload or answer control. If you now understand the request but cannot provide it, record that reason through I can't provide this.
What you should see
The item records your question and indicates that the firm owes a reply. Asking does not mark the requested material received.
Limits and unresolved problems
The portal does not promise a response time. Use the firm's usual contact channel for an urgent question. An assistant's explanation is not legal advice or a substitute for the firm's answer about what you must provide.
Product scope and requirements
Related guides
Still need a hand?
Contact the firm that sent the request. Tell them which step you reached and what the screen says. Your firm handles legal questions and decides what to do next.
Support contacts