Staff Training & Reference

• Board — the intake Kanban (your home screen): every active case in its stage column.
• Workbench — a flat, searchable list of cases needing attention.
• Tasks — your Clio tasks across matters.
• Archive — closed / rejected cases.
• Case Status — read-only post-acceptance pipeline (the Clio matter lifecycle).
• Bulk Add Leads — migrate existing clients into the portal in bulk.
• Referred Out — cases referred to outside firms.
• Partners — the partner management list, now a top-level tab for quick access. (The fuller program — Branding + Affiliate Banners — also stays under Admin → Settings → Partners.) The amber number badge is the count of pending applications.

The yellow + New button (top-right, on every page) is your single create menu:

• Manual intake form — key in a phone or walk-in case yourself.
• Invite to quiz — email + SMS a quiz link to a lead who isn’t ready to fill it out now.
• Add a partner — set up a pre-approved referral partner and email them a login.
• Go to quiz — open the public intake form in a new tab.

These used to be four separate buttons on the Board — they now live in this one menu so you can create from anywhere, and the Board toolbar is just the heading, filters, and search.

Both Invite to quiz and the Manual intake form have a Language (English / Spanish) selector and dedupe by email — if an active card already exists for that email it’s reused rather than creating a duplicate (see Avoiding duplicate cards). The Invite / Add-a-partner modals now also open even when you’re already on the Board.

Admin ▾ groups the admin-only tools (Analytics, Messaging, Banners, Policies, Settings) and only appears for admins. ▶ Tour launches the interactive walkthrough for whatever page you’re on, Help opens this page, and the small colored dot is the system health badge (it lights up if Clio isn’t connected). Your account menu — sign out, change password — is on the far right.

The account menu also has Connect Clio. Connect your own Clio login once (a ~30-second OAuth approve) and the notes and tasks the portal creates are authored by you in Clio instead of the shared firm account. You only do it once. Until you connect, actions still post under the firm account — nothing breaks, attribution just isn’t personal.

On a narrow screen the tabs collapse into a hamburger menu (☰, top-right). Tap it for the full set of links — the primary tabs, Partners, the admin group, and Help. The + New button stays visible in the bar beside it, so you can still create on the go.

Top of the Workbench. This filter surfaces every case that has unprocessed documents OR is in a stage where you owe a decision. Work it top to bottom.

• Blue +N pill = documents uploaded but not yet processed by staff. Open the case → Documents tab → download the original, clean/rename it, then click ✓ Mark processed(which will ask you to upload the cleaned version). The pill clears once everything is processed.
• 📞 Call Needed badge = automated chase has run out — pick up the phone. After the call, either wait for them to upload (the badge clears automatically) or hit Soft Close if they're done.
• Amber "Settlement data required" banner = Clio moved the matter to Settled. You must fill in settlement figures so Email 6 fires.

• Push to Clio lane → Push to Clio (creates the matter for the intake specialist to review in Clio) or, if it clearly fails, Hard Reject

Always select your name in the Performed by dropdown first. Every action posts an audit note with your name to both Clio and UrVeedaOS.

• Settled cases (amber banner): Open → Actions → 💰 Settlement → fill in 4–6 numbers → Save. Fires Email 6.
• Check just mailed: Open → Actions → 💰 Settlement → scroll down → Mark Check as Mailed. Fires Email 7 and promotes the dashboard to "Case Closed — Won!"

The Clio task "Mark Funds Disbursed in Staff Portal" on the matter is your reminder. Closing that Clio task is NOT enough — the portal button is what fires Email 7. If you only close the task, the client never gets notified the check is on the way.

• Switch the Workbench filter to All and scan the Quiz Completed / Not Yet Uploaded and Collecting Documents lanes. Stalled cases here often just need a one-line nudge call — especially anything showing the 📞 Call Needed badge.
• Check the Closed lane for anything closed today (hard-rejected or soft-closed) — re-open if a client called back.

Each column is a stage. Cases move between columns automatically as clients upload docs and as you make decisions. You shouldn't usually need to drag cards around — if you do, it usually means something is wrong (talk to David).

Open shows active cases needing attention. Closed shows accepted, hard rejected, and soft closed. All shows everything. Defaults to Open so your queue stays focused.

A toggle on both the Board and the Workbench flips the order by the date the lead entered — Oldest first by default, so the longest-waiting cases sit on top. On the Workbench, action priority still leads; the toggle orders cases within each priority band.

Searches across name, email, phone, VIN, vehicle make/model, and Clio matter number. Great when a client calls and you need to pull them up fast.

The little badges on each card tell you what docs are uploaded:

• RO = repair orders
• Reg = vehicle registration
• Purch = purchase or lease agreement
• Add'l = any additional supporting docs

Green = uploaded. Gray = missing. 📞 = call needed (client unresponsive).

+N (blue pill) next to the client name = N uploaded docs are not yet marked processed. This is a per-document count — every file on the case where nobody has clicked ✓ Mark processed yet. It's shared across the whole staff team (since you all share a login), so it's the single source of truth for "still needs eyes." Open the case → Docs tab → click ✓ Mark processed on each file once you've reviewed it. The number drops to zero when everything is processed.

📞 next to the client name = the GHL chase workflow ran out of road. The client didn't upload after Day 2, 4, 6, and 8 reminder emails — the system stopped chasing and put the case here for you to call. See "Needs my action" for when this triggers and how it's fired.

Time-in-stage pill (top right of card) shows how long the case has been sitting in this column. Turns red after 3 days so stale cases jump out when you scan. It resets to now only when the stage actually changes — not when you open the case or edit notes.

The status pills (the row under the name) flag what needs you:

• 🆘 Help (red) = the client tapped Request for Help in their portal. It counts toward ★ Needs my action. Clear it from the case header with “mark handled” once you’ve followed up (see Request for Help).
• Reactivated (amber) = the lead was pulled back into the pipeline — via Reactivate & re-invite from the Archive, or the client’s own “Restart my case” in their portal. Tells you this isn’t a brand-new lead.
• Signed ✓ (green) = on an Accepted — Awaiting Signature card, the retainer has been signed (they’re a client now). See the stage notes below.
• Referral (violet) = lead attributed to a partner. EN / ES = the client’s language.

Click ☆ Needs my action at the top of the board to hide everything except the cases that need a human right now. A case shows up here if any of these are true:

• It's at Push to Clio → all docs are in and you need to push the matter to Clio for the intake specialist to review (or Hard Reject if it clearly fails).
• It has a +N blue pill → someone uploaded docs that haven't been marked processed yet. Catch-all for replacement docs and extras that landed in any stage.
• It shows 📞 Call Needed → the GHL chase workflow (LAF-006 for repair orders, LAF-010 for reg+purchase) sent all its reminder emails and got no response, so it set the per-case Call Needed badge. (It's a badge now, not a stage — the case stays in its document-collection lane.) Your job is to call the client: if they pick up, get the docs; if the case is truly dead, click Soft Close. The system will not auto-close from here — that decision is yours.
• It has a 🆘 Help pill → the client tapped Request for Help in their portal. Clear it from the case header with “mark handled” once you’ve followed up (see Request for Help).

Toggle the button off (★ → ☆) to see the whole board again. Start every morning with this filter on. Work through every card before switching to the full board.

New Lead — Just landed. Client hasn't started the quiz yet, or was invited via the Invite to Quiz button.

Quiz Sent — Quiz invitation sent; the client hasn’t opened it yet.

Quiz In Progress — The client opened the quiz but hasn’t submitted it yet (derived from when they started — it’s a board lane, not a separate pipeline stage). It splits out from Quiz Sent so you can tell who’s mid-quiz from who hasn’t started — a good cue for a quick nudge call.

Quiz Completed / Not Yet Uploaded — Client finished the quiz and has been asked for alldocuments up front (repair orders, registration, purchase/lease). The upload link has been emailed (LAF-030) and the chase sequence is armed.

Collecting Documents — At least one document is in; we're still waiting on the rest. Which docs are in is read from the per-document flags (the RO/Reg/Purch/Add'l dots), not the stage. Automatic reminders run (LAF-006 / LAF-010) at Day 2, 4, 6, 8; after Day 8 with no response the case gets the 📞 Call Needed badge so you call them.

Push to Clio — All required documents are in. Review everything and click Push to Clio to create the matter for the intake specialist — the accept/reject decision is made in Clio, not here. (Use Hard Reject only if it clearly doesn't qualify.)

Matter Created / Pending Review — The matter is in Clio at the "Needs review by intake specialist" stage. Once a specialist accepts it in Clio, the case is accepted and litigation takes over; the case keeps moving through the lanes below as Clio updates.

Accepted — Awaiting Signature — The case is accepted and the retainer has been sent; we’re waiting on the client’s signature. Once signed, a “Signed ✓” badge appears on the card (they’re a client now) and the case advances to FRA.

FRA Sent — The Formal Repair Attempt letter has gone out to the manufacturer. On the case’s FRA panel, once the letter is sent the status banner shows a clickable USPS tracking number — click it to open USPS tracking in a new tab and confirm delivery.

FRA Delivered — Deadline Running — The FRA was delivered; the manufacturer's response deadline is running.

In Litigation — The case is active in the litigation playbook (complaint, discovery, motions, etc.).

Closed — Terminal. Covers every ending: hard-rejected, soft-closed, or resolved/won. Re-openable. Won vs. lost is read from the case outcome, not the stage.

The page is two columns: the working tabs on the left, and a sticky context rail on the right that stays put as you scroll. The rail shows the hard Deadlines — the SOL date and the FRA response deadline, each with a days-left countdown that turns amber (≤ 90 days) then red (≤ 30 days or overdue) — the live Clio matter stage/status, and a Timeline: a chronological milestone feed (lead entered with its source, quiz completed, contacted, retainer sent/signed, FRA sent/delivered, and more), each row showing its date and how-long-ago.

The header carries a compact deadline chip beside the client name showing whichever hard deadline (SOL or FRA) is nearest, in the same color code. Identity, contact, vehicle, and the Clio matter # sit across the top; the denser IDs and tools (case #, contact id, UrVeedaOS / Clio / purchaser links, Re-sync, Send quiz) are tucked behind a Tools & IDs ▾ disclosure so the top stays clean. The Stage selector stays visible.

The card also opens on the tab that matters for the case's current stage — a doc-collection case lands on Documents, a Pending-Evaluation case lands on Actions — so you usually open straight to the work.

All files the client (and you) uploaded. Each row has two separate buttons:

• 📥 Download — pulls the file down to your machine. Has no side effects; clicking it never changes the processed/unprocessed status.
• ✓ Mark processed — for core documents (Repair Orders, Registration, Purchase/Lease), clicking this opens a popup asking you to upload the cleaned / renamed version first. Once you upload the cleaned file(s) and confirm, the original client upload is marked processed and the cleaned version is added as a Staff document (pushed to Clio if a matter exists). For Additional docs and videos, no upload is required — clicking just marks the item directly. ✗ Mark unprocessed always clears the flag immediately with no popup.

The three-state Document completeness pills (Actions tab):

• Gray — = no document uploaded yet for that type
• Blue ● = uploaded by client, awaiting staff review
• Green ✓ = processed by staff (cleaned version uploaded) — required for Accept

You can also:

• Download all docs as a single ZIP using ⬇ Download all (ZIP)
• Request a replacement doc if something's unreadable or wrong (see "Re-requesting documents" below)

Why "Mark processed" matters: the count of unprocessed docs powers the blue +N pill on each case card. It also hard-gates Push to Clio — the button is disabled while any client-uploaded document is still blue (not just the three required types), with a blue note counting what's left, so no matter reaches Clio with unreviewed "blue-pill" documents (staff uploads and videos don't block). If a client uploads 5 ROs and you process them, then they upload 2 replacements — the +N pill correctly shows "+2" and Push stays blocked until you triage just those new ones.

Vehicle and RO videos appear in the Documents tab alongside everything else, each showing a status badge (Under Review → Accepted). You don't download and re-upload videos — click 🎬 Review video on the row to open a popup that plays the video inline from Google Drive and lets you handle it in one place:

• Rename + ✓ Accept & push to Clio — type a clean name, then Accept. This renames the actual Google Drive file to match, and adds a one-page PDF reference (a Drive link + case metadata) to the Clio matter's Client Folder. The video itself stays in Drive — it is never downloaded to our servers or pushed into Clio as a huge file, so attorneys stream it straight from the link. (The case must already have a Clio matter — accept the case first.)
• ↻ Request re-upload — emails the client a fresh upload link (bad angle, too dark, wrong clip). The Drive copy is kept.
• Discard — drops the portal reference. The Google Drive copy is always kept as a permanent chain-of-custody backup, even after discard.

If the Clio upload fails, the badge shows ⚠️ Clio Upload Failed and the popup's Accept button becomes Retry → push to Clio. Videos are not part of the Push-to-Clio document hard block — they have this separate flow.

Everything the client filled out on the intake quiz — their issues, repair history, dealership info, purchaser/co-purchaser, etc. Read-only.

Pulls NHTSA recall, complaint, and Technical Service Bulletin data for the VIN. The big stat cards at the top show counts. Recalls with a red "PARK IT" badge are safety-critical. Use this to gut-check the case (e.g., a vehicle with 14 active recalls and 80+ complaints for the same problem is a strong case).

Where you make decisions. Always pick your name in "Performed by" first — every action is logged with who did it.

Compact vs. full layout. By default the Actions tab shows in Compact view: it keeps the primary decision for the case's current stage on the surface (Overview + Push to Clio, or the live post-acceptance action) and tucks the less-common controls — Hard Reject, Soft Close, Reopen, Activity Log, Time, plus the secondary boxes (Portal Access, RO Nurture, Pause Chase, Partner Assign) — under a tap More(a drop-down on desktop, a bottom sheet on mobile). Nothing is removed; it's only moved a layer down. Prefer every button and box expanded at once? Turn Compact off with the small link under the buttons, or under Account ▾ → Preferences — the choice is remembered on that device.

The accept/reject decision and every stage after it happen in Clio, and the card stays current through webhooks. Two safety nets cover the moments a webhook is missed:

• Auto-refresh on open — opening a case pulls its live Clio stage in the background, so the card usually reflects Clio the moment you look at it.
• ⟳ Sync from Clio (in Tools & IDs ▾) — click it if the card still looks out of date: it pulls the live matter stage, moves the card to the matching column, and repairs a deleted/duplicated Clio-contact link by re-matching on email. Read/repair only — no client emails, and it never creates a matter or contact.

Use ☎ Mark contacted (top of the case) after you reach out to a prospective client. It opens a short popup to record how it went, and the button then shows that outcome (e.g. ✓ Contacted: Call (Voicemail)). It's an internal signal — it's what turns the Contacted flag green on the Analytics PNC Watchlist. The outcomes:

• Call (Answered) · Call (No Pickup) · Call (Voicemail) · Email — internal record only; no client email, no GHL/Clio side effects.
• Abandoned / Opt-Out — routes by pipeline stage, and the popup tells you exactly what it will do before you confirm: at the quiz stage → marks the lead Quiz Abandonedand closes it; once they're sending documents → Soft Close (archived, still nurture/reactivation-eligible); anywhere else → Not Interested. One control, stage-aware.

Optional follow-up reminder. The popup lets you snooze a callback — in 1 hour, in 4 hours, tomorrow, or in 3 days. That shows as a due-date chip on the case so the next touch doesn't slip. The first staff action on a case still counts as contact automatically; this button is the precise override. Click the green pill to clear it.

Clears the 📞 Call/reach-out badge automatically when you actually reach the client (Call Answered / Email) or set a follow-up reminder; a no-pickup / voicemail with no reminder leaves the badge up (they still need reaching).

Pause automated document-request follow-up emails — a checkbox in the popup takes the client off the doc-chase drip in the same click (handy when you just spoke and they said docs are coming). It's the same as Remove from doc chase; reverse it later with ↻ Resume doc chase.

• A red 🆘 Help action-pill appears on the case card on the Board and Workbench.
• It counts toward ★ Needs my action, so a help request surfaces in the same queue you already work top-to-bottom each morning.

Open the case — the header shows a 🆘 Help requested — mark handled button. Call or message the client, then click mark handled to clear the flag (the pill drops off the card and it leaves the Needs-my-action queue). It doesn’t change the case’s stage — it’s purely an attention flag.

The moment a Clio stage change pushes the matter to 13. SETTLED, the portal sets a flag on the case and an amber "Settlement data required" banner appears at the top of every tab on that case. Email 6 (Resolution Reached) is held backuntil you fill in the settlement figures, because the email template merges in the dollar amounts and we don't want the client receiving a numbers-blank email.

What you do:

1. Open the case → Actions tab → click 💰 Settlement
2. Review the side-by-side verification table — it shows what's currently in the portal, in Clio, and in UrVeedaOS. Mismatches are flagged with a red ⚠. Missing values (in Clio or UrVeedaOS) show ○. The portal DB is the system of record; the other two are what gets pushed.
3. Fill in: Total Settlement Amount, Attorney Fee Amount, optionally Attorney Fee %, Client Payout Amount, and Litigation Costs.
4. Referral fee (partner-referred cases): it auto-calculates from the partner's fee schedule applied to the net attorney fee (attorney fee − litigation costs). The resolved % / $ pre-fills and is editable; you can also enter a one-off per-case referral % override or tick class action (uses the class-action rate). The saved referral fee writes to both this case and the partner's referral record — no double entry. (Lifetime-mode partners who cross a tier get a tier-upgrade email; the new rate applies to their future cases only.)
5. Click Save Settlement Data & Send Email 6.

What happens downstream:

When to use: Once you've physically mailed the settlement check to the client. Not before — Email 7 tells the client their money is on the way.

How you know it's time: when the matter reaches the Settled stage in Clio, a task titled "Mark Funds Disbursed in Staff Portal" is auto-created and assigned to the case's responsible staff. (It's created at Settled — not at acceptance — so accepted cases that never settle don't pile up dangling tasks.) When you mail the check and click the button below, the portal auto-completes that Clio task for you — you no longer close it by hand. If a case is closed/lost without settling, the task is cleared automatically too.

What you do:

1. Open the case → Actions tab → click 💰 Settlement
2. Scroll to the bottom: "Mark Check as Mailed (Email 7)"
3. Click Mark Check as Mailed — Send Email 7
4. Confirm the browser prompt (this is irreversible)

What happens downstream:

Clio doesn't have a won/lost outcome field for our practice area — matter.status=closed covers wins AND losses equally. So the only way the portal knows a case was a win is whether you clicked Mark Disbursed. If Email 7 has been sent, the client dashboard reads "Case Closed — Won!". If Email 7 hasn't been sent and the matter just closes, it reads plain "Case Closed".

• The case is Full Accepted and the retainer is signed.
• The Clio matter exists, and you've generated the FRA letter in Clio from the document template into the matter's "Letters" folder.

1. Open the case → Actions tab → ✉ Send FRA.
2. Set Performed by (your name — it's logged).
3. Step 1 — pick the document: default is Pull from Clio "Letters" folder → check the FRA document(s) (use Refresh if it's not listed yet). Or switch to Upload a PDF instead. Each Clio row also has a 👁 Show client radio: tick one document to also surface it in the client's portal ("show our work") — optional, off by default, and you can only share a document you're sending. It appears in their Documents list badged ✦ From our team.
4. Step 2 — recipient address (the manufacturer): name, address, city, state, ZIP. These prefill live from the Clio matter's Manufacturer + address fields. If they're blank, fill those custom fields in Clio and hit ↻ Re-pull from Clio — an empty recipient blocks Send (Lob has nowhere to mail it). A "Mail to" radio lets you pick between the Manufacturer and the Defendant name (both are set at Push-to-Clio and should match — it's a certainty check, and warns you if they differ).
5. Quality check: before the Send button, a checklist shows the fields that must appear in the mailed letter (client name, VIN, year, make, model, manufacturer + address) with ✓/✗. If any are ✗, the Clio letter was likely generated before those fields were filled — regenerate it in Clio and re-select.
6. Click Send FRA Letter via Lob.

You do not enter a tracking number or delivered date — those fill in automatically.

Those two clicks feed the Retainer Conversion card on the Analytics dashboard (Admin ▾ → Analytics). It shows, of all retainers sent (cases that reached Clio), what % of clients signed vs. declined, plus how many are still awaiting signature. Marking signed/declined promptly keeps that conversion number accurate.

Flow metrics (respect the range): Money & Outcomes (settlements), Referral Fees, Top Referral Partners, Retainer Conversion, Why Cases Closed, Opt-outs, Failed Syncs, and the Quiz Funnel. Snapshots (· current): the Cases totals (Total / Accepted / Not Eligible / Opted-Out / In Progress, plus a separate Archived box for off-board cases — nurture / soft-closed / disqualified / opted-out), Intake Quality (these stay all-time), Pipeline & Clio stage distributions, Push Notifications, and the partner counts + fee-mode mix. History is retained indefinitely, so All genuinely means since launch — you're no longer capped at 30 days.

The Intake Quality cards (upload completion, time-to-accept, re-request rate, accept rate, chase-suppression accuracy) score green / amber against targets you set. Admins click ⚙ Targets (top-right of Intake Quality) to edit those goals plus your monthly ad spend ($/month) — all stored live, no redeploy. The ad-spend figure is what feeds the Paid Ad Economics card.

The Pipeline Funnel is a cohort view: it takes every PNC that entered in the selected range and follows that same set of leads through each stage — Quiz → Documents → Pushed to Clio → Eligibility → FRA. The top card shows how many PNCs entered, split by source (Manual / Quiz invite / Quiz organic / Quiz paid / Partner), with a New-PNCs bar chart you can bucket by Day / Week / Month (toggle top-right). Underneath, two breakdowns: Marketing attribution splits paid vs organic by ad network, utm_source, and campaign; and Conversion by source shows each source's entered → accepted → accept-%, so you can tell whether paid leads actually convert better than organic.

Each stage row shows how many leads advanced (the conversion %), the branch outcomes as pills (e.g. completed vs disqualified vs opted out; collected vs soft-closed vs hard reject; accepted vs PNC rejected), and the ⏱ median / avg time to clear that stage (with the sample size n). Two things to keep in mind: because it's keyed by entry date, a recent cohort is still in progress (a lead that entered yesterday can't have settled yet); and each lead is counted once per stage, so manual/partner leads — which enter already past the quiz — never double-count as quiz completions. The push-to-Clio → matter-created step is effectively instant, so that row's timer measures docs-complete → matter open instead.

Effective rate = attorney fee ÷ settlement. Net rate (of costs) = (attorney fee − litigation costs) ÷ settlement — the real take-home rate now that litigation costs are captured at settlement. The card also shows avg / total litigation costs alongside fees and client payouts. Cases settled before costs were tracked count as $0 costs.

Turns your configured monthly ad spend into paid-acquisition economics for the window: Cost per PNC (spend ÷ paid leads), CAC (spend ÷ signed clients), and ROAS (realized attorney fees on paid-acquired settlements ÷ spend). Only Quiz (paid) leads — those carrying a UTM / ad-click signal — count toward the paid math; ambiguous legacy leads are excluded rather than diluting it. Spend is prorated across the selected range, so it needs a fixed/preset window (all-time can't be prorated and shows a hint instead). ROAS fills in over time as paid cases settle. Set the spend under ⚙ Targets.

Speed to Lead is the median / avg hours from a PNC entering to the first staff action on it (sourced from the audit log) — a service-level check on how fast new leads get touched. Per-Owner Performance ranks each assigned owner by volume, accept rate, and median time-to-accept, so you can see workload and conversion by person. Further down, Status Emails Sent tallies how many of each lifecycle email (2 / 3 / 5 / 6 / 7 / 8) have fired.

The other analytics cards give you numbers; the PNC Watchlist gives you names. It lists every open prospective client (pre-decision — not yet accepted, closed, or archived), each linked straight to its case, with two independent flags:

• Contacted (our side) — have we reached them? It lights up automatically on the first staff action logged against the case, OR when someone clicks ☎ Mark contacted on the case page. The badge shows “marked” when it was set explicitly.
• Reached out (their side) — has the client engaged? True once they finish the quiz, upload a document, or tap Request for Help.

Filter chips group the same list four ways: In limbo (open but still awaiting our first contact — the ones to work), Reached out, Stalled (carrying the 📞 Call-Needed badge), and All open. The exported PDF report includes this roster too, with each name as a clickable case link.

Mark contacted is an internal signal only — no client email, no GHL/Clio side effects. Click it again to clear it (which falls back to the automatic first-action signal). Use it when you want the watchlist to precisely reflect who you've actually called or emailed.

Why Cases Closed breaks closes in the range into Won, Not Eligible, Referred Out, Opted Out, and Closed (other) — the same terminal labels the case-status board uses, so a PNC-rejected case reads Not Eligible, not a generic close. Opt-outs counts DND / STOP / unsubscribe in the range (with an all-time total and a channel breakdown) and links to Archive → Opted Out. Referred Out counts PNCs sent OUT to a partner firm in the range — split by how they were referred (Quiz dealer-dispute vs Manual (staff) vs Clio stage) — plus the rate as a % of PNCs entered, and links to the outbound-referral Tracker.

Total referral fees is commission accrued in the range (engine output from the settlement auto-calc), with the count of referrals. Lifetime-mode partners, partners total, and the fee-mode mix (Graduated / Flat / Custom) are current configuration snapshots. Top Referral Partners ranks firms by referral volume then commission within the range.

Client Payout Amount and Attorney Fee % are not pushed to Clio — there are no Clio fields for them. They're tracked in the portal DB + UrVeedaOS contact fields only, and the matter note includes them for the litigation team to read.

These are managed by litigation directly in Clio. The portal displays them so you can verify check-processing state without opening Clio:

• Date Attorney Checks Received
• Date Check Sent For Endorsement
• Date Check Disbursed to PA
• Current Status of Client Check (dropdown)
• Current Status of Attn Fee Check (dropdown)
• Current Status of PA Fee Check (dropdown)
• Collection Status NOTES

• New Matter / InfoTrack / Complete Clio Matter Fields — assigned to responsible staff
• Mark Funds Disbursed in Staff Portal — long-running reminder; close by mailing the check and clicking the portal button
• Case accepted by [you] — please review — notification ping to the assignee
• Link dealership to matter — [name] — only if dealership wasn't found at intake
• Unknown manufacturer — needs Clio lookup — only if manufacturer wasn't in our lookup table

15 canonical document folders, identical on every matter: Client Folder, Costs and Expenses, D's AAD, D's Motions, D's NOA, D's PFS, Depositions, Discovery, Hearings, Invoices, Letters, Orders, P's Complaint and Summons, P's Motions, Settlement Docs. Don't alter this list without engineering review.

1. Open the case → Actions → 💰 Settlement
2. Check the verification table — what does Portal show vs UrVeedaOS?
3. If Portal is wrong, correct it in the form below and save. Email 6 won't re-fire (the timestamp guards against duplicates), but the corrected values land in Clio and UrVeedaOS.
4. For a corrected re-send to the client, email David — we can manually re-fire the workflow.

Closing the Clio task doesn't fire anything. The portal's Mark Check as Mailedbutton is what fires Email 7. Go to the case → Actions → 💰 Settlement → scroll to the bottom → click Mark Check as Mailed. The Clio task description spells this out.

If the matter closed without anyone clicking Mark Disbursed, Email 7 was skipped — the dashboard reads plain "Case Closed," not "Case Closed — Won!" If you actually did mail the check, click Mark Disbursed now (it'll still fire Email 7 and flip the dashboard).

The banner clears when needs_settlement_dataflips to false. If it's still showing, refresh the page once — the case data caches in the browser. If it persists after a hard refresh, screenshot it and email David.

The client's portal access is tied to their UrVeedaOS contact, not their Clio matter. Check the Audit tab for any failed magic-link events. Most often this is fixed by them requesting a fresh link at /portal/request-link.

The portal fetches Clio values live every time you open the Settlement panel — there's no cache. If you don't see it, the field name doesn't match what the portal expects (e.g., a typo in Clio) or the field ID isn't in CLIO_CUSTOM_FIELD_IDSyet. Forward to David — he can map it.

Check the Documents tab. The Call Needed badge is a per-case flag set by the GHL chase workflow; it normally clears once the missing documents come in. If the files are clearly there and the badge is still stuck, mark the uploads processed and move the case forward via the stage selector on the case detail page (or flag it to David).

It's remembered in the browser's local storage. Switching browsers / clearing site data resets it. Just re-select your name; it sticks again.

For matters onboarded from Clio, the 📥 Import client documents from Clio card reads the matter's Client Folder live and lists its files. Tick the ones the client sent and pick each document's type — Repair Order · Registration · Purchase/Lease · Additional (the same set clients upload; no casework). Import pulls them from Clio and lands them as the client's own documents, already marked done (green), and sets the matching doc flag — so the case immediately reflects what's in vs. still missing. Then use ↻ Resume doc chase to chase only the gaps. (Shows only when the case has a Clio matter.)

The 🗂 Share casework with the client card (retained clients only) lets you browse this matter's Clio folders — loaded live, since folders vary per matter — search within a folder, pick the type the client will see it labeled as (e.g. "FRA Letter to Manufacturer", "Motion", "Discovery", "Settlement Document"), then click Share to client to pull the casework document into the client's portal as a"show our work" file they can view or download. In the client portal it shows with a"✦ Prepared by your attorneys" badge and the label you chose, and a reassurance banner tells them their legal team is actively working the case. Leave "Email the client"checked and the client also gets a notification email — your legal team is on it, naming what you just did — with a fresh 1-hour login link to read it (if it expires, the login page lets them request a new one in seconds). Uncheck it to share silently, or when sharing several docs at once send just the last one with the box checked so only one email goes out. For the FRA letter specifically, use the 👁 Show client option on the FRA send form instead.

• One filler per case. Enter their name, email, and phone, then Issue one-time link. The link is single use and expires in 1 hour — once they open it, it won’t work again, so they can’t keep re-entering.
• Tick “Email the one-time link now” to send it to the filler immediately, or leave it unchecked and copy the link straight from the panel to share it yourself.
• ✎ Edit updates the filler’s name / email / phone. ↻ Re-issue one-time link mints a fresh single-use link (e.g. after they’ve already used the first one). Revoke stops their link resolving to this case.

• Pick a style — info (blue), warning (amber), or success (green) — write the message, and optionally set a start and end time. All times are Eastern.
• Leave start blank to show immediately, and end blank to keep showing until you turn it off. The banner only appears during its scheduled window.
• Turn off hides a banner without deleting it (you can turn it back on); Delete removes it for good. If more than one banner is live at the same time, the most recently created one shows.

On a case that has no Clio matter yet, the case header shows a 📩 Send quiz invite button. It sends (or re-sends) the quiz link to this existing card — no duplicate is created. Use it when a lead never finished the quiz and you want to nudge them again. (This is different from + New → Invite to quiz, which creates from a fresh email — though that one dedupes by email too.)

If duplicates still slip through (e.g. a co-purchaser who used a different email), a case shows an amber duplicate-cards banner near the top. It lists other cards with the same email OR VIN — the VIN match is what catches a co-purchaser on a different email. Each one has a “Merge into this card” button.

Merge is refused if both cards already have a different Clio matter — we won’t silently collapse two live matters. If you hit that, forward both to David.

• Email, first name, last name (phone optional). For Case-status rows the name fields are hidden — the name is pulled from Clio.
• A mode — Intake (still collecting documents, pre-acceptance) or Case status (matter already accepted, post-acceptance).
• The Clio matter number — required for Case-status rows, optional for Intake.
• Vehicle Year / Make / Model — required on Intake rows (the document-request chase emails merge them). On Case-status rows the vehicle is pulled from Clio on Preview (see below) into editable fields.
• A per-row Language (English / Spanish) selector — sets the client’s language for the quiz link, the doc-chase emails, and the client portal.
• Per card: whether to send the portal-invite email and (Intake only) the document-request emails, plus any documents you already have to attach (these attach to the newly created card).

Each client card has its own checkboxes — ✉️ Send portal invite email and (Intake rows only) 📄 Send document request emails. Leave them on for the normal welcome + chase flow, or untick either to enroll quietly (e.g. you’ve already talked to the client and don’t want to re-spam them). The choice is per card, so you can mix loud and silent enrollments in one batch.

Choose where they are in document collection (e.g. Collecting Documents). Then attach any documents you already collected from them offline — Repair Orders, Registration, Purchase/Lease, Additional. The files upload straight to the new case once it’s created, and any doc type you attach counts as already collected, so the client isn’t asked to re-upload paperwork they already handed over.

For accepted matters, you don’t pick a stage or type the name. When you click Preview, the portal reads the matter straight from Clio and fills in:

• the client name (that’s why the name fields are hidden for these rows);
• the current Clio stage, and which of the 8 client-status buckets it maps to (e.g. Clio “Discovery” → Discovery Phase);
• the vehicle — Clio’s YEAR plus the combined “MAKE AND MODEL” field — into editable Year + Make & model inputs you can override. If Clio has none, the preview shows “not in Clio — add above.”

Clicking Enroll confirms the mapping. From then on, Clio stage changes flow into the portal automatically.

1. Fill in one or more client rows (set each card’s email toggles + attach any docs).
2. Click Preview — resolves each matter number, flags typos / already-enrolled / missing stages.
3. Click Enroll — each card honors its own invite / document-request toggles, so untick them to enroll silently.
4. For each new client the portal: creates the case record, upserts a GHL contact (tag portal-migration-complete), and ~60s later sends a 72-hour login link via your GHL workflow.

Create a workflow triggered by “Contact tag added” → tag =portal-migration-complete. Use {{contact.portal_upload_url}} in the email body for the login link. This is a one-time “your portal is ready” announcement — the normal “request a link” flow works for them afterward.

Preview and enrollment both dedupe by email — if a case already exists for that email it shows "Already enrolled" and is skipped. Re-running the same list is harmless.

• Columns for the 8 client-status buckets (Free Case Evaluation → Settlement Reached), plus Case Closed — Won! and Case Closed, and the two outcome columns Not Eligible (Clio “PNC Rejected”) and Referred Out (Clio “Referred Out”) — these also show on the client portal.
• Closed cases keep their reason. When a matter closes, the board still shows Not Eligible or Referred Out if that’s how it ended (rather than collapsing into a generic Case Closed). Only a settled-and-disbursed close reads Case Closed — Won!, and anything else closed reads Case Closed.
• Each card shows the client, vehicle, Clio matter number, and how long since the stage last changed.
• Click any card to open the full case detail page.

A toggle at the top of the board flips between Portal cards (the default — cases that have a client portal) and Clio matters (live): a read of every matter in our Lemon-Law practice area in Clio, grouped by stage. Because Clio holds more matters than the portal (only intake-originated cases get a portal card), this is the drift / QA check — the header tallies N in Clio · M in portal · K not yet, and a green border marks each matter the portal already has a card for.

It’s also actionable: tick any un-synced matter that has a client email in Clio and click “Bring N into portal” — that creates the case card and sends the welcome / portal link, and never the quiz (these are signed matters; it reuses the case-status enrollment path). Matters with no email in Clio show a badge and can’t be auto-onboarded — add the email in Clio first. The Clio read is cached a few minutes; ↻ Refresh from Clio forces a fresh pull. This view lives only in our portal and only for Lemon Law — nothing about it appears to other Clio departments.

You don’t move cards here. Stages are managed in Clio; when a matter’s stage changes there, the board updates automatically (via the Clio matter webhook). This board is purely for visibility.

Clio occasionally adds or renames matter stages. When a case sits in a stage the portal doesn’t recognize, it falls back to the Case Accepted column and shows a ⚠ unmapped badge alongside the raw Clio stage name. Admins get a Verify stage map button in the header that pulls Clio’s live stage list and reports any stage ids missing from the portal’s map (plus any stale ids the map still has that Clio no longer uses). Mapping a missing stage is an engineering change — the id goes into CLIO_STAGE_ID_TO_DISPLAY — so forward the flagged ids to David.

The management list — the top-level tab, and the first sub-tab under Settings → Partners:

• Approve → creates the login and emails a one-time temp password (also shown once here as a backup); the partner is forced to set their own password on first sign-in.
• Deactivate blocks sign-in (reversible); Reactivate restores an Inactive partner, keeping their password + code (admin only).
• Delete is permanent (behind a confirm) and blocked if the partner has any referrals — deactivate those instead. Junk/test partners only (admin only).
• Referral code is editable inline (lowercase letters/numbers/dashes, unique). Partners can also change their own from their dashboard. ⚠ Changing it breaks any ?ref= links already shared with the old code.
• Referral fee — open a partner to set their fee mode: Firm graduated schedule (the default tiers), Flat override % (a single negotiated rate — e.g. Cousins Law at 25%; a warning shows above the 20% cap), or Custom schedule (their own tiers). Pick case-by-case or lifetime ("refer more, earn more" — crossing a cumulative net-fee threshold raises the rate on future cases and emails them). The fee is applied to the net attorney fee at settlement and synced to the case automatically.
• Agreement documents — upload the partner’s signed agreement PDF (staff-only). They see it read-only under Documents in their partner portal.

The firm-wide graduated schedule + class-action rate live under Settings → Partners → Referral Fees (admin).

For a partner you don’t need to vet, skip the application/review entirely: use + New → Add a partner. The modal opens with an Inbound / Outbound toggle:

• Inbound — refers to us (the default): a partner who sends us cases. Creates a pre-approved (Active) partner with a portal login and emails them a temp password on the spot — the email is required. The modal is laid out contact on the left (incl. a payout address — where their referral checks are mailed) and commission on the right: pick a fee mode — Standard schedule (the firm graduated tiers set the rate, so there’s no per-partner %) or Flat override % (enter the negotiated rate; a 20%-cap warning shows above it). On the standard schedule you also choose Case-by-case vs Lifetime (cumulative). You can set a custom referral code (blank = auto-generate), and after creating the partner you can upload their signed agreement PDF right from the confirmation screen.
• Outbound — we refer out: a firm we send cases to (e.g. wrong case type). Only the law firm name is required plus a reason we refer out dropdown; no portal login is created and no temp password is emailed. It just records the firm so you can attribute outbound referrals to it.

A custom fee schedule (a partner’s own tier table) is still built in Partner Management — the confirmation screen links you there. The signed agreement can be uploaded straight from the confirmation screen.

Net attorney fee = attorney fee − litigation costs. You enter both on the Settlement form; the referral % is applied to that net figure. (Fla. Bar 4-1.5(g) caps the schedule at 20% of the net fee.)

Partners on the default schedule earn a rate that steps up with the net attorney fee:

Admins edit this firm-wide schedule + the class-action rate under Settings → Partners → Referral Fees.

• Firm graduated schedule — the default tiers above.
• Flat override % — one negotiated rate, no tiers (e.g. Cousins Law = 25%). A rate above 20% shows a cap warning — keep the signed agreement on file.
• Custom schedule — the partner’s own tiers, edited inline.
• Case-by-case vs lifetime — case-by-case picks the tier from each case’s net fee; lifetime (“refer more, earn more”) picks it from the partner’s cumulative net fee. Crossing a lifetime threshold raises the rate on future cases only and sends the partner a tier-upgrade email.

• Enter the attorney fee + litigation costs; the referral %/$ auto-fills from the partner’s setup and the resolved tier is shown.
• It’s editable — you can override the amount, set a one-off per-case % override, or tick class action.
• On save, the fee lands on the case and the partner’s referral record, so the partner-portal balance is correct without re-typing.

Precedence when resolving the %: per-case override → class action → partner flat override → schedule tier.

Upload a partner’s signed agreement PDF from the partner drawer (Agreement documents). It’s staff-upload only; the partner sees it read-only under Documents in their portal. Useful as the paper trail for negotiated rates above the cap.

Deleting a case card is now recoverable — it moves the case to the Trashinstead of being erased. Clio, UrVeedaOS, and the Google Drive document backups are never touched by a delete.

• To get it back: an admin opens Settings → Deleted Cases and clicks Restore — the card and its documents come back exactly as they were. The same tab shows how much disk each trashed case is holding, and Delete permanently reclaims that space (admin only).
• Deleted before Trash existed? On the same Settings → Deleted Cases tab, use Rebuild a case from UrVeedaOS: enter the client’s email and it re-creates the card from the still-existing UrVeedaOS contact and re-links Clio — the client does not retake the quiz. It restores their identity (name / email / phone / state); top up vehicle/quiz details by hand, and re-pull documents from Google Drive if needed.

• Read the error message carefully — it usually says what's missing.
• If it says "Clio matter created but local save failed" — DO NOT click again. Email David immediately (info below).
• For "Missing required field" errors — scroll up, fill in the missing field, try again.
• For anything else — screenshot the error and email David.

Try the "All" view toggle — it might be in a closed stage. If it's truly missing, email David with the client's email address.

Ask them to check spam first. If it's not there, email David with the client's name and what email should have gone out — we can re-send manually.

📧 David Jones — marketing@lemonaidfirm.com

Send a screenshot, the client's name or email, and what you were trying to do. The more specific, the faster it gets fixed.