The best way is a matter pipeline in GoHighLevel with a stage for each phase of the case, and a workflow that sends a short update when the card moves. Detail stays in the portal or a call, and quiet matters get a monthly check in. The bottom line: clients who hear nothing assume nothing is happening, and bar complaint data shows how often that becomes a grievance.
What bar data shows
Bar counsel reports differ by state and year, but the pattern is consistent. Oregon's client assistance office reported that lack of communication was its number one complaint in 2011, at about 10 percent of all complaints. The Minnesota Office of Lawyers Professional Responsibility wrote that 40 to 45 percent of complaints alleged neglect and noncommunication in the 1970s and 1980s, and that these remain the most common source of client complaints. Massachusetts bar counsel's 2016 report lists neglect at 30 percent and failure to communicate at 21 percent of allegations investigated, and an Ohio disciplinary counsel summary says almost half of grievances involve neglect or lack of communication. The rule behind them, Model Rule 1.4, asks lawyers to keep the client reasonably informed about the status of the matter and to respond promptly to reasonable requests for information.
An automated update does not satisfy Rule 1.4 by itself, but it prevents the silence that produces many complaints.
Stages and what each update says
| Stage | Update to the client |
|---|---|
| Signed | Welcome, what happens in the first 30 days |
| Records requested | We have asked for your records, and here is what we need from you |
| Treatment and investigation | Monthly check in: your attorney is monitoring your case |
| Demand sent | There is an update on your case, please call or log in |
| Negotiation | Same generic update, detail by phone |
| Settlement or filing | Your attorney will call you today |
| Closing | Closing letter and next steps |
Keep the text itself generic. A lock screen can show a message to whoever holds the phone, and the client may share a phone with family. The detail belongs in a call or a secure portal, and the text says only that there is an update.
Build it in GoHighLevel
GoHighLevel's help pages list a Pipeline Stage Changed trigger, filterable by opportunity fields, and workflow actions for messages, tasks, and Wait steps.
- Create a matter pipeline with the stages in the table.
- Build a workflow with the Pipeline Stage Changed trigger, with one branch for each stage and the matching message.
- Add a task for the case manager to call the client within a day of a stage change that involves a demand, offer, or filing.
- Build a second workflow that fires 30 days after the last stage change and sends a check in message if the matter has not moved.
- Add a task for the attorney to review any matter with no stage change in 60 days.
- Link the messages to a client portal if the firm has one, such as the one described in our client portal guide.
Worked example
For example, a firm with 120 open cases and 4 stage changes a year per case sends 480 updates (120 times 4). If each replaces one 5 minute status call, that is 2,400 minutes, or 40 hours, freed for the case managers (480 times 5 divided by 60).
Mistakes to avoid
- Putting case detail in the text. Keep it generic.
- Replacing the call with the text. Big events need a conversation.
- No check in for quiet cases. Silence causes complaints.
- Skipping the 60 day review. The attorney should see stale matters.
How this was handled before
Clients called for updates, and case managers returned the calls in batches. Bar counsel data suggests silence between calls produced complaints. Stage based updates fill the gap without replacing calls for big events.
What to measure after launch
Track updates sent, calls to the office asking for status, matters with no update in 30 days, and client complaints. If status calls do not fall, the messages are too vague or too infrequent.
Check before you switch it on
US text messages sent from a standard 10 digit number need A2P 10DLC registration. The HighLevel support portal says registration is required for texts to US recipients from 10 digit long code numbers and that toll free numbers do not require it. HighLevel's opt in guidelines also say a person cannot be forced to agree to text messages in order to submit a form, so keep the consent box optional. One compliance guide separates informational texts, which need documented consent, from marketing texts, which need prior express written consent. Ask your attorney which category your reminders fall into. Ask each client how they want to be updated, record the answer, and honor opt outs promptly. This is general information, not legal advice.
Questions people ask
Is lack of communication a common complaint against lawyers?
Oregon reported it as its top complaint in 2011, and Minnesota, Massachusetts, and Ohio reports list neglect and failure to communicate among the most common allegations.
What does Rule 1.4 require?
It asks lawyers to keep the client reasonably informed about the status of the matter and to promptly comply with reasonable requests for information.
Which trigger sends the update?
GoHighLevel's Pipeline Stage Changed trigger fires when an opportunity moves to a new stage.
Ready to try it yourself? Start a GoHighLevel account here.
You can also see this in action in our GoHighLevel capabilities demo.