Personal injury law firms
Lead intake to signed contract: a personal injury pipeline in GoHighLevel
For an injury and property damage firm we built the intake stretch in GoHighLevel (GHL) as five stages, New Lead to Closed. Moving a card is what starts and stops each piece of follow-up, so what a person hears from the firm matches where they are. We delivered it, and the firm accepted it.
The job
Five stages, and what each one switches on and off
New Lead. The moment an inquiry arrives, HighLevel assigns it to someone on the intake team, creates the opportunity or updates the one already there, and stamps where the lead came from. A disposition field is set to new lead and the first-touch nurture starts. When the person wrote in through a social DM, the opening reply goes back on that same channel.
Contacted. Once the firm has reached the person, the automated first touch stops and a manual cadence takes over: call tasks for someone on intake. A person who has already spoken with the firm hears from a person next, not from another automated text.
Consultation. Booking the consultation starts the appointment reminders and ends the call tasks, so nobody on staff keeps dialing someone who already has a time on the calendar.
Wrap Up. After the consultation, a follow-up sequence begins. This is the stretch where the person decides whether to hire the firm, and the messages point back to the firm, never to an opinion about the claim.
Closed. Every nurture stops. A signed client gets the closed-won tag, and that tag hands them to onboarding. Someone who doesn't sign is closed-lost. Either way the card leaves the active board and the close workflow archives it, so the board shows only people still in intake.
Why the stages do the switching. An intake team moves cards all day. When each stage owns its follow-up, moving the card is what changes the messages, and nobody has to remember to turn one sequence off and the next one on.
What we set up
The parts of an injury intake build
- Five stages: New Lead, Contacted, Consultation, Wrap Up and Closed
- Automatic assignment of every new lead to a person on intake
- Create-or-update on the opportunity, so a repeat inquiry lands on the card already there
- A lead-source stamp and a disposition field on every new lead
- A first-touch nurture, opening on the DM channel when the lead arrived by DM
- Manual call tasks once the person has been contacted
- An auto-booking calendar for the consultation, with reminders that start on booking
- A follow-up sequence after the consultation
- A closed-won tag that starts the onboarding handoff, a closed-lost path, and archiving for both
- AI voice and chat answering from the knowledge base the firm approved
How a setup runs
How the intake pipeline gets built
A 1:1 with Rob
Walk Rob through what happens today when an injury call or a property damage form comes in: who picks it up, who calls back and when, how the consultation gets booked. He maps those habits to stages before anything is touched.
The plan, word for word
Every first touch, reminder, follow-up and AI answer is written out in the plan document next to the stage that sends it. The firm approves each line before the build starts.
Drafts in the firm's account
Each workflow goes into the firm's own HighLevel account as a draft. The intake team sees it where it will run, and we publish once the firm says yes.
Tested, then handed over
The QA report shows each stage doing its job, from the first assignment to the closed-won handoff, with screenshots.
A verdict before any change
Want another stage, a new lead source or one more reminder later? We say first whether it sits inside the agreed scope or is new scope, then build it.
What you bring
What your intake team brings
Who works intake
The people new leads are assigned to, and how the firm splits leads between them.
Your case types
The injury and property damage matters you take and the ones you turn away, so intake can route the second kind out.
Where leads come from
Every place an inquiry can start: the phone line, web forms, chat and social DMs, so each one is stamped with its source.
What counts as signed
What has to happen before the firm calls someone a client, so closed-won means the same thing to everyone on staff.
Where it stops
The pipeline ends at the signed client. It gives no legal advice, never tells anyone whether they have a case, and does not pass cases to your case management software. The case itself stays in the system the firm already uses.
Services used
Pipelines, workflows and registered texting
First touches and reminders go out by text, and HighLevel's help center says texting US numbers from a standard local number requires A2P 10DLC registration. This is not legal advice.
HighLevel pipeline and CRM setup
Pipelines, calendars and custom fields shaped around how you sell, with bookings and no-shows moving each deal on their own.
See Pipeline and CRM setupHighLevel workflow automation
Nurtures, reminders, no-show recovery and reactivation, written out word for word and walked through by a test contact before launch.
See Workflow automationA2P 10DLC registration
Brand and campaign registration filed from your IRS EIN letter, and rejected campaigns fixed at the field the rejection code names.
See A2P 10DLC registrationQuestions
What injury firms ask about intake
Is it all right for our intake team to call new leads?
What happens to the follow-up once someone books a consultation?
Can new clients sign our fee agreement electronically in HighLevel?
Does a signed client move into our case management software?
What happens to a lead who doesn't sign?
Will any message comment on the person's claim?
Who you talk to
Rob Eason
Rob runs HLAI Experts and takes the 1:1 calls himself.
He is a HighLevel Certified Admin with the second-most reviews in HighLevel's Certified Admin Directory worldwide, all of them 5 out of 5.
He won HighLevel's Top New Subaccounts via AI Employee award in its 2025 Summer of AI Awards and taught HighLevel's official masterclass on its AI Employee.
Before HighLevel, he co-owned a 60-employee financial services firm and sold his share.
On the call he looks at your account, not a script.
5/5 across 83 reviews in HighLevel's Certified Admin DirectoryWalk Rob through your intake, call by call
Bring how a new inquiry is handled today, from the first ring to the signed agreement. Rob shows which stage each step becomes and what each stage should switch on.