Use a small set of tags in GoHighLevel for facts about the matter, and let the pipeline stage carry the status. The three tags that matter most are Consult held, Retained, and Closed, and Closed is the one that should start a lawyer approved closing letter. The bottom line: tags start workflows, so each tag should mean one thing, and the closing tag deserves the most care.
Why the closed step matters
Lawyers Mutual Insurance of North Carolina explains that in most states the statute of limitations for a malpractice claim is tolled while the attorney represents the client, so pinpointing the end date of the representation matters, and that a letter of disengagement or closure fixes that date. ALPS, another malpractice insurer, adds that after ending a representation the lawyer should not stay engaged or re engage with the client, since doing so can reestablish the relationship and delay the start of the limitations clock. A closing letter is therefore a risk management step, and a tag can make sure it happens.
The tag set
| Tag | Meaning | Starts |
|---|---|---|
| Consult held | The prospect met with an attorney | Follow up sequence |
| Retained | Engagement signed | Onboarding workflow |
| Declined | The firm declined the matter | Non engagement letter task |
| Closed | Matter finished | Closing letter task and retention reminder |
| Opted out | Asked to stop messages | Removes the contact from all messaging workflows |
Do not use tags for things that change often, such as the current stage of a case. Use the pipeline for that, and keep tags for facts.
Build it in GoHighLevel
GoHighLevel's help pages describe tags as labels that start workflows and filter lists, and workflow actions that add and remove tags.
- Create the five tags in the table and write one line about each in an internal note.
- Set the pipeline so a stage move adds the matching tag, for example moving a card to Retained adds the tag Retained.
- Build a workflow that starts when the tag Closed is added and creates a task for the responsible attorney to approve and send the closing letter.
- In the same workflow, add a Wait of 30 days and a task to confirm the file is archived, and a reminder tied to the firm's file retention period.
- Add a step that removes the contact from every follow up workflow.
- Do not delete closed or declined contacts, since their names belong in the conflicts records.
Tags, pipeline stages, and custom fields compared
| Tool | Best for | Example |
|---|---|---|
| Tag | A fact that starts a workflow or filters a list | Retained, Closed, Declined, Opted out |
| Pipeline stage | Where a matter is now, and moving through steps | Intake, Investigation, Demand, Settlement |
| Custom field | A value that describes the matter | Case type, court date, referral source |
A common mistake is using tags for everything. A tag called Demand sent has to be removed when the matter moves on, and if no one removes it the contact carries two conflicting stages. The pipeline stage moves on its own and only one stage is active at a time. Use tags for facts that stay true, such as Retained and Declined, and use the stage for the current phase.
Naming matters too. Write each tag the same way every time, use singular nouns, and keep a one line meaning in an internal note. Firms that let staff invent tags end up with duplicates such as Closed, Closed matter, and Case closed, and only one of them starts the closing letter.
Worked example
For example, a firm that closes 20 matters a month sends 20 closing letters and 20 retention reminders (20 times 2 tasks) without anyone remembering. The tag also gives the office manager a list of closed matters to audit.
Mistakes to avoid
- Using tags for stages that change. Use the pipeline.
- Auto sending the closing letter. An attorney should approve it.
- Deleting closed contacts. Keep them for conflicts.
- Keeping closed clients in marketing sequences. Remove them.
How this was handled before
Firms tracked matter status in folder labels and a status column in a spreadsheet. Closing letters depended on a paralegal remembering. Tags make the status a machine readable fact that can start the letter.
What to measure after launch
Track matters closed, closing letters sent within 14 days, and contacts with conflicting tags. Fix any contact with two status tags at once.
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. Confirm your state's file retention period and closing letter requirements with your malpractice carrier. This is general information, not legal advice.
Questions people ask
Why send a closing letter?
Lawyers Mutual says the end date of representation matters for the malpractice limitations period, and a letter documents it.
Should the workflow send it automatically?
No. A task for an attorney to approve and send is safer, since the letter may need to mention deadlines.
Can tags start workflows?
Yes. GoHighLevel's help pages describe tags as labels that trigger workflows and filter lists.
Ready to try it yourself? Start a GoHighLevel account here.
You can also see this in action in our GoHighLevel capabilities demo.