Move a case forward without losing the decision trail.
A practical guide to the full Personal Injury workflow—from first contact through scoped agent work and human review. Follow the journeys, then use the glossary and troubleshooting playbook when a record stops moving.
Workflow guide · last reviewed September 2026
The operating model
One case, six clear stages
Select a stage to jump into the guide.
Set up
Prepare your team and intake
Intake
Collect the facts and make the firm decision
Client choice
Let the client decide whether to continue
Matter work
Open the matter and record the case work
Human review
Approve work that was submitted for review
Follow through
Track tasks, deadlines, and next actions
Both sides approved. What now?
The case is active. Continue from Matters.
It leaves the intake path and does not enter Review automatically. Review only fills when a proposal, work product, or packet is actually submitted for approval.
Open the active matter
Go to Matters, select the case, and begin on Overview. This is now the case’s home.
Record the first work
Review representation and authorization, then add a task or deadline and the first known case facts.
Submit work when it is ready
Use Review after a proposal, work product, or packet has been submitted. A blank queue is normal before then.
Start here
Take one case from setup to its first real task.
01 · Start here
From a new workspace to the first active matter
Follow this path once from beginning to end. It takes you from workspace setup to the first real work inside an active matter.
Outcome: A prepared workspace, a completed intake, and an active matter with a clear first task.
- 1
Confirm your firm
New firms begin in guided setup. Save your firm name, configure your intake program and roles, then confirm the checklist. Setup completion is saved for the firm, not just this browser. Return to the walkthrough from Intake Studio.
Open firm setup - 2
Initialize Intake Studio
Open Intake Studio and initialize the default Personal Injury program if no active program exists. Review the public notices, questions, workflow, follow-up schedule, and disposition reasons before publishing.
Configure Intake Studio - 3
Classify the responsible team
Confirm at least one member as Attorney. Attorney classification is rechecked for intake acceptance and other attorney-only decisions; an unclassified member cannot stand in for one.
Review member classifications - 4
Choose how the lead entered the firm
Use the hosted or embedded website intake for public traffic, a secure client link for a known person, or Staff direct for phone calls, files, and assisted conversations.
Add a prospective matter - 5
Review the submitted intake
Verify the active answer branch and clean uploads, complete the conflict check, choose a configured reason, and assign the responsible attorney. Acceptance creates a prospective matter—not representation.
Open intake queue - 6
Wait for the client’s independent decision
After firm acceptance, the client separately agrees or declines to continue. Operational workflow starts only after both decisions align.
- 7
Find the active case under Matters
Once the client continues, the case leaves the intake path. Open Matters and select the case. It will not appear in Review just because it became active.
Open matters - 8
Record the first case work
Start on the matter Overview. The published workflow has already created the initial tasks after the client agreed to continue. Follow Work the prepared task list, review representation and authorization, and add known claims, treatment, questions, documents and communications as work progresses.
- 9
Use Review only after work is submitted
The Review queue holds proposals, work products, and packets that someone sent for approval. An empty Review queue simply means nothing is awaiting a decision yet.
Learn how review works
Move a lead into an active matter
Understand what the firm decides, what the client decides, and where the case goes next.
02 · Journey 01
Run intake as a controlled qualification funnel
Intake records preserve how the lead arrived, what the client actually submitted, which configured workflow version applies, and who made the disposition decision.
Outcome: A traceable accept or decline decision with conflict evidence and a correctly linked prospective matter.
- 1
Publish the client experience
In Intake Studio, configure client notices, approved hostnames, collection strategy, conditional questions, data classifications, initial tasks, follow-ups, escalation timing, and retention policy. Publishing creates a version; existing intakes stay pinned to the version on which they began.
Open Intake Studio - 2
Select the right origination path
Website intake supports hosted or embedded collection. Secure client link sends a known prospective client a recoverable session. Staff direct supports manual entry, file extraction with human confirmation, or a Cliff-guided conversation.
Choose an origination path - 3
Triage the queue
The Intake queue opens on Submitted. Search by public reference or filter In progress, Information requested, In review, Accepted, Declined, or Withdrawn. Follow-up indicators identify scheduled and attention-needed outreach.
Review submitted intakes - 4
Inspect the exact submission
Review submitted answers, revisions, inactive conditional branches, uploads, client messages, access history, follow-ups, and workflow tasks. Files remain unavailable until scanning reports them clean.
- 5
Record an authorized decision
For acceptance, select a configured reason, responsible attorney, optional case manager, Cleared or Waived conflict result, and a concrete conflict evidence reference. Declines use a configured decline reason and retain the disposition trail.
- 6
Follow the linked matter—not a duplicate
Acceptance atomically creates one prospective matter with assignments, source links, authorization prerequisites, and a client-decision gate. Use Open matter from the intake detail once it appears.
03 · Journey 02
Keep the firm decision and client decision independent
Cliff deliberately uses a two-sided decision boundary. The firm first determines whether it is willing to proceed; the client then decides whether to continue.
Outcome: A matter that becomes operational only after the client affirmatively continues.
- 1
Firm accepts the intake
The authorized attorney records the firm decision with conflict evidence. The linked matter is prospective and its operational commands remain gated.
- 2
Client uses secure access
The client follows the secure URL to recover the correct intake session. Access grants are purpose-bound and can be canceled or reissued from the intake detail when needed.
- 3
Client independently continues or declines
Continue activates the configured matter workflow and initial tasks. Decline closes the path without opening active case operations or creating representation.
- 4
Confirm the gate in the matter
The prospective matter page explains which decision is pending. After the client continues, find the active case under Matters and begin on its Overview. It no longer belongs in the Intake queue.
- 5
Handle a lost or failed link safely
Inspect delivery history first. Reissue creates a replacement and invalidates prior links and sessions; Copy link supports an approved manual delivery path when a provider receipt is unavailable.
Work the active matter
Build the case record, use documents and agent work, and submit exact work for review.
04 · Journey 03
Operate the case from one durable matter record
The matter workspace joins current state, timeline, tasks, evidence, claims, treatment, records, bills, damages, negotiations, deadlines, open questions, and communications.
Outcome: A case record whose facts, status changes, and supporting evidence remain attributable and reviewable.
- 1
Begin on Overview
Confirm representation, workflow stage, incident details, and current tasks. Then use Add to this matter to record the first task, deadline, claim, treatment, open question, or communication. The visible matter status and workflow stage answer different questions; review both.
- 2
Use the case tabs as the operating sequence
Move from overview and chronology into parties and claims, treatment, records and bills, then damages. Record events where the work occurs instead of keeping a parallel unofficial tracker.
- 3
Add a typed operational record
Choose Task, Insurance claim, Treatment episode, Medical record request, Medical bill, Health coverage, Economic loss, Negotiation event, Manual deadline, Open question, or Communication. Each command is typed, attributable, and idempotent.
- 4
Advance human-controlled prerequisites
For representation and HIPAA authorization, attach the correct clean document version, actual occurrence time, and evidence reference. Record real-world delivery, receipt, signature, and verification; Cliff does not perform those acts for you.
- 5
Use Activity for an audit answer
Open Activity to filter the durable matter ledger by action, actor type, outcome, or resource type. Use it to answer who did what and whether it succeeded, was blocked, was denied, or failed.
Choose a matter first
05 · Evidence
Put each file in the evidence boundary where it belongs
Cliff has a general encrypted Document vault and matter-linked document controls. Matter-scoped work should use the matter record so exact versions, type, sensitivity, and case context stay bound together.
Outcome: Clean, classified, immutable source versions that can support case actions and cited work products.
- 1
Use the vault for the general research library
The Document vault accepts PDF, DOCX, TXT, and Markdown files, supports filename search and preview, and makes ingested chunks available to the general Cliff research workspace.
Open document vault - 2
Use the matter for case evidence
In a matter, upload PDF, PNG, or JPEG files and choose the correct type and sensitivity: Internal, PII, PHI, Legal sensitive, or Highly restricted. Case evidence is encrypted and versioned.
Choose a matter - 3
Wait for a clean scan
A pending, failed, unavailable, or infected scan keeps the file quarantined. It cannot be used for download, retrieval, or a document-backed transition until it is Available and Clean.
- 4
Select exact versions in evidence workflows
Representation, authorization, record receipt, agent runs, and citations bind an immutable document version—not simply a filename. A newer upload does not silently replace an earlier source.
- 5
Delete with context
Before removing a general vault document, confirm it is not the source someone expects in a conversation. Matter evidence follows the matter’s controlled record lifecycle and should be handled there.
06 · Bounded assistance
Turn matter evidence into reviewable work—without silent action
The matter Agent workspace works from a fresh matter snapshot and declared clean document versions. Runs create durable findings, answers, proposals, work products, or packet manifests.
Outcome: An inspectable output with exact sources and a clear human decision boundary.
- 1
Open Agent workspace from the matter
This keeps the run within one matter and exposes the snapshot version, available clean source versions, and scope limitations before work starts.
- 2
Create a durable thread
Choose the purpose—such as research or drafting—and use a title that names the workstream. Threads keep related runs together without overwriting prior work.
- 3
Start a scoped run
Select the run type, state a bounded objective and desired artifact, and include only the clean document versions needed. Each run receives a fresh immutable snapshot.
- 4
Inspect source coverage and trace
Review which document versions were searched, bounded retrieval counts, pages, reason codes, run events, findings, and the final answer. External legal or public research is not implied when the workspace says it is unavailable.
- 5
Open the reviewable output
Action proposals go to Review. Work products open in the version editor. Packets open on their exact immutable manifest. No agent output directly mutates the matter or delivers material.
- 6
Create a new work-product version for edits
Editing checked-out content and saving creates a new immutable draft. Submit that exact version for review; a decision never floats to a later version.
07 · Human control plane
Decide against the exact thing you inspected
The Review queue combines action proposals, work-product versions, and packet manifests that need an authorized decision. Counts and rows share the same permission-filtered read.
Outcome: A deliberate, attributable decision whose target, version, rationale, and result are preserved.
- 1
Triage Needs review first
Use the summary counts to separate action proposals, work products, and packets. Switch to All states when investigating an already decided, stale, expired, or failed item.
- 2
Inspect the decision contract
For an action proposal, review rationale, risk, required permission, evidence references, expiry, proposal version, and the typed payload. For a work product or packet, open the exact version and its sources or manifest.
- 3
Edit only what you mean to authorize
An editable proposal payload is schema-validated before execution. Work-product edits create a new version and must be resubmitted. Never assume an earlier review covers changed content.
- 4
Approve, request changes, reject, or let the item stop
Use a decision reason that helps the next reviewer. Rejection requires a reason for action proposals; change requests should be concrete enough to produce a corrected version.
- 5
Reopen the matter or run context
If evidence is incomplete, leave the queue and inspect the originating matter, agent run, or immutable source before deciding. Current permissions and matter state are checked again at decision time.
08 · Operational rhythm
Work from the source record, monitor from the calendar
Tasks and deadlines live on durable matter records. The dashboard and Calendar provide cross-matter views, while updates happen in the relevant matter workspace.
Outcome: A shared schedule that distinguishes verified legal deadlines from dates that still need human review.
- 1
Start each day on Overview
Review unread due alerts, overdue deadlines, upcoming deadlines, overdue tasks, and matters by stage. Acknowledge an alert only after you have understood the underlying work.
Open overview - 2
Scan the 42-day calendar grid
Calendar shows active deadlines and incomplete task due dates. Times render in the browser timezone while each legal deadline retains its recorded matter timezone.
Open calendar - 3
Treat Unverified as a review request
Unverified does not mean calculated or confirmed. Open the linked matter, compare the source and jurisdiction, then record the appropriate verified fact or correction.
- 4
Transition tasks with evidence
From the matter, move Open, In progress, or Blocked tasks through allowed states. Record the actual status time, stable reason code, and evidence reference. Completed work should describe work actually done.
- 5
Create dates at their source
Use the matter’s Add operational record control for a manual deadline or task. Intake workflow tasks are created from the published configuration after client continuation.
Supporting workspaces
Use research conversations and account settings without losing the case context.
09 · General research
Use conversations for research that is not matter operations
General Cliff conversations are separate from the PI matter Agent workspace. They use the general research experience and vault context; they do not become matter facts or commands by implication.
Outcome: A reusable research thread with visible sources and an inspectable agent timeline.
- 1
Choose the correct workspace
Use Conversations for general research and the matter Agent workspace for case-bound facts, sources, proposals, work products, and packets. If the answer must be part of a case record, record it through the matter workflow.
- 2
Ask a bounded question
Name the jurisdiction, date range, desired format, and which referenced documents should control. Select Quick, Auto, or Deep Think based on the complexity and review burden.
- 3
Inspect citations and previews
Open source previews and verify that the cited text supports the claim. A fluent answer is not a substitute for source review.
- 4
Reopen or inspect the run
Conversations lists prior threads and last-updated times. Agent timeline exposes the run trace for debugging and review.
Browse conversations
10 · Administration
Tune the experience without weakening the record boundary
Settings control research defaults, appearance, notifications, privacy, account access, active sessions, and billing. Organization switching changes the permission boundary for every authenticated feature.
Outcome: A workspace matched to the user’s role, with intentional privacy choices and known active sessions.
- 1
Set research defaults
Choose Auto, Quick, or Deep Think; enable web search only when external material is appropriate; and prefer referenced documents when internal sources should lead.
- 2
Choose appearance and attention controls
Use Light, Dark, or System theme, and set focus mode, examples, agent timeline, compact messages, completion notifications, and sound to match the work environment.
- 3
Review privacy and data choices
Conversation history and anonymized analytics are explicit controls. Apply firm policy before changing them; these settings do not change the separate durable PI matter and audit records.
- 4
Inspect active sessions
Review signed-in sessions and revoke any device you do not recognize. Use a password reset after suspected credential exposure and sign out of shared machines.
- 5
Switch organizations deliberately
Team access is provisioned by an administrator. After access exists, classify the member’s professional role in Intake Studio. When switching organizations, confirm the firm name before handling client or case data.
- 6
Use the activity ledger for security questions
For a matter-specific question, inspect its Activity page. Preserve action, actor, outcome, resource type, and time when escalating a suspected access or workflow issue.
Reference
Status glossary
Read a status as recorded state—not a prediction. “What to do next” names the normal next check, not an automatic transition.
Intake
Where the prospective client is in collection and disposition.
In progress
Collection has started but is not ready for firm review.
Continue collection or wait for the client.
Information requested
The firm needs more from the client before review.
Monitor follow-up and resolve missing information.
Submitted
The client’s active answer branch is ready for disposition.
Review facts, uploads, conflict evidence, and decide.
In review
A review request exists and firm review is pending.
Complete the authorized firm decision.
Accepted
The firm agreed to proceed; client continuation may still be pending.
Check the separate client decision gate.
Declined
The firm declined under a configured reason.
Complete appropriate closeout and retention handling.
Withdrawn
The client withdrew before the path completed.
Do not continue case operations.
Tasks & deadlines
What operational work is recorded and whether a date is trustworthy.
Open
Work exists and has not started.
Assign or begin the task.
In progress
Someone is actively working the task.
Complete it or record a blocker.
Blocked
Work cannot proceed under the current conditions.
Record the reason and unblock before completion.
Completed
The underlying work was recorded as done.
Verify the evidence reference if consequential.
Cancelled
The task was intentionally stopped.
Confirm the reason preserves the audit trail.
Unverified
A date or fact exists but has not been human-confirmed.
Review the source; do not treat it as a confirmed legal deadline.
Proposals & review
Whether a human-controlled output can still be decided or executed.
Awaiting approval / Needs review
The exact current item is ready for an authorized decision.
Inspect evidence, payload or content, then decide.
Approved
A human approved the exact version or manifest.
Remember that approval does not mean delivery.
Changes requested
The reviewer returned a version with required revisions.
Create a corrected version and resubmit it.
Rejected
The exact item was declined and remains preserved.
Read the reason before creating replacement work.
Executed
An approved typed proposal ran exactly once.
Confirm the resulting matter state and ledger entry.
Stale
Matter state changed after the proposal was created.
Generate a fresh proposal against current state.
Expired
The proposal passed its decision window.
Generate a fresh proposal; do not attempt to revive it.
Failed
The attempted process did not complete.
Read the error and activity trace before retrying.
Documents & delivery
Whether a file is safe to use and whether an approved artifact actually left Cliff.
Available + Clean
The immutable file version passed scanning and can be used.
Verify type, sensitivity, and version before relying on it.
Pending / Quarantined
Scanning or ingestion has not completed successfully.
Wait or investigate; do not use the file as evidence.
Not requested
No delivery action has been initiated.
This is expected after approval until a separate delivery step.
Provider accepted
The provider accepted a delivery request and a receipt was stored.
Do not equate provider acceptance with recipient review.
Delivery failed
The provider did not accept or complete the request.
Inspect the failure code and history before reissuing.
Playbook
Troubleshooting
Start with the recorded state and prerequisite named in the UI. Refresh before retrying a consequential action.
1I can sign in, but I am asked to select an organization.
Check
Your identity is valid, but no active organization is selected for this session.
Resolution
Choose the intended organization. If none is listed, ask an administrator to confirm your membership instead of creating a duplicate account.
Select organization2A page or action is missing, redacted, or returns permission denied.
Check
Confirm the selected organization, matter assignment, professional classification, and required permission.
Resolution
Ask an administrator to correct assignment or role scope. Do not copy protected data into a general conversation to work around the control.
3There is no active intake program or New matter cannot proceed.
Check
Overview reports whether a published program and at least one classified attorney exist.
Resolution
Initialize and publish Intake Studio, resume the program if paused, and classify an attorney.
Open Intake Studio4An intake cannot be accepted.
Check
It must be Submitted, your role must allow disposition, a published workflow must be pinned, and attorney, reason, conflict result, and evidence reference must be present.
Resolution
Complete the missing prerequisite shown in Intake review. If state changed while the page was open, refresh before deciding again.
Open intake queue5The matter exists but operational controls are blocked.
Check
A newly accepted matter stays prospective until the client separately agrees to continue. A client decline or closed matter also blocks operations.
Resolution
Use the matter guidance to return to the linked intake and inspect the client decision; never bypass the gate.
Open matters6A client says the secure link expired or does not work.
Check
Inspect the intake’s client-access and delivery history for revocation, expiry, failure, complaint, or an already superseded grant.
Resolution
Reissue once after review; the replacement invalidates prior links and sessions. Use Copy link only through an approved manual channel.
Find the intake7A document cannot be selected or used by the agent.
Check
Confirm it belongs to the correct matter, has the needed document type, and its exact version is Available with a Clean malware scan.
Resolution
Wait for scanning or upload the correct source. Do not substitute an unrelated vault file or relabel evidence merely to unblock the action.
8An approval button is disabled or the proposal is stale.
Check
The item may no longer be awaiting review, may have expired, may target an old matter version, or your permission may have changed.
Resolution
Refresh Review. For stale or expired work, return to the matter Agent workspace and create a fresh run against current state.
Open review queue9A reviewed work product did not send or file itself.
Check
Review status and delivery status are deliberately separate. Approved can still show Not requested.
Resolution
Use the authorized delivery workflow and record its real receipt. Approval alone never sends, files, signs, or transmits.
10A deadline looks wrong or says Unverified.
Check
Open the linked matter and inspect its recorded source, precision, timezone, provenance, and verification state.
Resolution
Have an authorized human confirm or correct the durable matter record. Do not rely on the calendar tile as legal calculation advice.
Open calendar11A command conflicted, failed, or appears to have run twice.
Check
Refresh the current record first, then inspect Matter Activity for the action, actor, outcome, resource, and time.
Resolution
Do not repeatedly resubmit a consequential command. Preserve the visible error and request ID, if shown, when escalating.
Before escalating an issue
Capture enough context to investigate without moving sensitive case data outside its boundary.
- Selected organization and page URL
- Matter number or public intake reference
- Exact status and action attempted
- Visible error and request ID
- Timestamp and browser timezone
- Relevant Activity ledger outcome