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⚖️ GoHighLevel snapshot · Personal Injury Law Firms

PI Law snapshot walkthrough

A guided tour of every pipeline, form and automation, with the actual messages your client’s customers will receive.

OverviewSetup guideWalkthroughMini-coursePDF guide ↓
1 · The big picture

How a lead flows through the system

  1. Capture: the quote form, a missed call or an imported list starts a workflow.
  2. Respond in seconds: SMS and email go out instantly and the team gets an alert.
  3. Book: the Free Case Review calendar confirms and reminds automatically.
  4. Close: estimates and proposals get a 13-day follow-up so nothing slips.
  5. Deliver and delight: the Customer Journey pipeline handles feedback, reviews and referrals.
  6. Reactivate: past customers come back through service-due, seasonal and niche campaigns.
  Dashboard
Dashboard
2 · Pipelines

Three pipelines, named for pi law

Sales Pipeline

Every new inquiry from first touch to signed job.

New InquiryIntake ContactedCase Review BookedCase Review CompletedFee Agreement SentSigned ClientNot Signed / DeclinedLong-Term Nurture

Customer Journey

Delivery, feedback, reviews and referrals after the sale.

Case OpenedTreatment & InvestigationCase ResolvedFeedback Requested5-Star ReviewedReferral Partner

Reactivation

Turns your old list into booked work with the reactivation campaign.

Campaign SentReplied - InterestedBookedNot Interested
  Opportunities → Pipelines
Opportunities → Pipelines
3 · Forms & fields

Capture the right details the first time

01 · Request a Quote / Booking Request

Main lead form for the website, funnels, ads and QR codes. Starts workflow 01.

02 · Customer Feedback

Private 1-5 rating. Happy customers get the review link; unhappy ones trigger service recovery.

03 · Refer a Friend

Captures referrals and alerts the team to call the new lead the same day.

PI Law fields included

  • Case Type (Car Accident, Truck Accident, Motorcycle Accident, Pedestrian/Bicycle, Rideshare)
  • Date of Incident
  • State Where Incident Occurred
  • Received Medical Treatment (Yes, No, Not yet)
  • Police / Incident Report Filed (Yes, No, Not sure)
  • Already Represented by an Attorney (No, Yes, Previously)
  • Documents Received (None yet, Some, All requested)
  • Intake Notes

Plus 13 core fields: timeline, budget, preferred contact method, feedback rating, referral details and service dates.

  Sites → Forms
Sites → Forms
4 · Automations

All 21 workflows, step by step

Open any workflow to see its trigger, every step and a sample message. Each one is installed and fully written.

01 · New Lead → Speed-to-Lead + 7-Day Follow-Up

Texts and emails every new inquiry immediately and follows up for a week until they book a free case review.

Trigger

Form 01 submitted, or tag 'start lead nurture' added

Steps
  1. Tag new lead
  2. Create opportunity in Sales Pipeline → New Lead
  3. Instant SMS reply with booking link
  4. Instant email: what happens next
  5. Text + email alert to the team
  6. Day 1 SMS follow-up
  7. Day 2 email: why customers choose you
  8. Day 4 SMS: quick question
  9. Day 7 email: close the loop
  10. Move to Long-Term Nurture

Stops when the lead replies

Sample text message:
Hi first name, this is business name. We received your request for a free case review. Is now a good time for a quick call? Reply with a time that works and we'll reach out. Reply STOP to opt out.
02 · Missed Call → Instant Text-Back

Texts missed callers right away, day or night, so injured people don't move on to the next firm.

Trigger

Inbound call is busy, no-answer or voicemail

Steps
  1. Text-back within seconds
  2. Create opportunity → New Lead (source: missed call)
  3. Text alert to the team

Runs every time

Sample text message:
Hi, this is business name. Sorry we missed your call. If you've been injured and have questions, reply with a good time to reach you and we'll call you back. If this is an emergency, please call 911. Reply STOP to opt out.
03 · Customer Replied → Hot Lead Alert

Alerts intake the moment a prospect replies so someone calls back while they're still deciding.

Trigger

Customer replies (SMS, email, chat)

Steps
  1. Tag hot lead
  2. Text the team the reply so nobody waits

Runs every time

04 · Appointment Booked → Confirm + Reminders

Confirms each free case review and tells the prospect what to have on hand.

Trigger

Customer books on the calendar

Steps
  1. Tag appointment booked
  2. Move deal → Appointment Booked
  3. Confirmation SMS + email with reschedule link
  4. Team alert
  5. 24-hour reminder SMS
  6. 2-hour reminder SMS

Runs for every booking

Sample text message:
Hi first name, your appointment type with business name is confirmed for only start date at start time. Need a different time? reschedule link
05 · No-Show → Reschedule Recovery

Gently reschedules missed case reviews and offers a phone review instead.

Trigger

Appointment status changes to No-show

Steps
  1. Tag no-show
  2. Sorry-we-missed-you SMS + email with booking link
  3. Team alert
  4. Day 1 rebook SMS
  5. Day 3 final SMS

Stops when they reply

Sample text message:
Hi first name, we missed you for your free case review today. We understand recovering from an injury is a lot. Would you like to pick another time? booking link
06 · Appointment Completed → Proposal Prep

Thanks the prospect after the case review and creates a task for the attorney's decision on the case.

Trigger

Appointment status changes to Showed

Steps
  1. Move deal → Appointment Completed
  2. Thank-you SMS
  3. Team alert: send the proposal within 24 hours

Runs every time

Sample text message:
Thank you for speaking with us today, first name. Our team is reviewing your information and will follow up with next steps shortly. If you think of anything else, reply here or call business phone.
07 · Proposal Sent → Follow-Up Sequence

Follows up on unsigned fee agreements with clear answers about fees and costs, with no pressure.

Trigger

Deal moves to Proposal Sent

Steps
  1. Day 1 SMS check-in
  2. Day 3 email: questions?
  3. Day 6 SMS: hold your spot
  4. Day 13 final email
  5. Team alert if still no answer

Stops when they reply

Sample text message:
Hi first name, your fee agreement from business name has been sent to your email for e-signature. Please read it carefully, and reply here with any questions. We're happy to walk through it.
08 · Deal Won → Welcome + Customer Journey

Welcomes newly signed clients, explains next steps, and opens the case journey.

Trigger

Deal moves to Won

Steps
  1. Tag customer, remove lead tags
  2. Create Customer Journey deal → Scheduled
  3. Welcome SMS
  4. Welcome email: what happens next
  5. Team alert

Runs every time

Sample text message:
Welcome to business name, first name. Your agreement is signed and our team is opening your case. Save this number. If an insurance company contacts you, refer them to us and let us know.
09 · Deal Lost → 30/60/90-Day Nurture

Stays in touch with people who didn't sign, with helpful information and deadline awareness.

Trigger

Deal moves to Lost

Steps
  1. Tag lost
  2. Day 30 check-in email
  3. Day 60 SMS
  4. Day 90 email with comeback offer
  5. Move to Long-Term Nurture

Stops when they reply

10 · Job Completed → Feedback Request

Asks clients for honest feedback once their case is resolved.

Trigger

Customer Journey deal moves to Completed

Steps
  1. Move → Feedback Requested
  2. Tag review requested
  3. SMS + email asking for a private rating
  4. Day 2 reminder SMS

Runs every time

Sample text message:
Hi first name, now that your case is resolved, we'd value your honest feedback about working with business name. It takes about a minute: feedback link
11 · Feedback Submitted → Review Ask or Service Recovery

Sends happy clients to your Google review page and routes concerns privately to the managing attorney.

Trigger

Form 02 submitted

Steps
  1. If rating is 4-5: tag promoter, send Google review link, move → 5-Star Reviewed
  2. If rating is 1-3: tag detractor, apology message, urgent team alert to fix it privately

Runs every time

12 · Happy Customer → Referral Request

Reminds former clients that friends and family can reach you for a free case review, without offering referral payments.

Trigger

Tag promoter added

Steps
  1. Wait 3 days
  2. Referral SMS with reward
  3. Referral email with reward

Once per contact

Sample text message:
Hi first name, thank you again for trusting business name. If someone you care about is ever hurt in an accident, they can reach us for a free case review here: referral link
13 · Referral Received → Thank You + Team Alert

Thanks the former client and alerts intake to contact the referred person promptly.

Trigger

Form 03 submitted

Steps
  1. Move referrer → Referral Partner
  2. Tag referral partner
  3. Thank-you SMS
  4. Team alert with the friend's name and phone

Runs every time

14 · Database Reactivation Campaign

Re-engages past inquiries who never signed with a free second-look case review.

Trigger

Tag 'start reactivation' added (bulk-tag an imported list)

Steps
  1. Create Reactivation deal → Campaign Sent
  2. SMS 1: still looking for help?
  3. Day 2 SMS: past-customer offer
  4. Day 5 email offer
  5. Day 10 last-call SMS
  6. Remove the campaign tag

Stops when they reply

Sample text message:
Hi first name, this is business name. You reached out to us a while ago about an injury. If you still have questions, we offer reactivation offer. Reply YES and we'll call you. Reply STOP to opt out.
15 · Invoice Sent → Payment Reminders

Sends polite reminders for hourly or flat-fee matters; leave it off for contingency-only practices.

Trigger

Invoice sent

Steps
  1. Wait 3 days
  2. Friendly SMS reminder
  3. Day 6 email reminder
  4. Day 10 team alert for a personal call

Payments workflow (16) stops it when the invoice is paid

16 · Payment Received → Thank You

Confirms payment for non-contingency matters and thanks the client.

Trigger

Payment received

Steps
  1. Tag customer, remove past-due tag
  2. Thank-you SMS
  3. Team alert

Runs every time

17 · Birthday → Gift Offer

Sends former clients a simple birthday note that keeps the firm top of mind.

Trigger

Contact's birthday (date of birth on file)

Steps
  1. Birthday SMS with gift offer
  2. Birthday email

Yearly

18 · Stale Deal Alert (7 Days No Movement)

Flags inquiries and unsigned agreements that haven't moved so intake can follow up before the person signs elsewhere.

Trigger

Sales Pipeline deal idle 7+ days

Steps
  1. Text + email alert to the team

Runs every time

19 · Service Due → Rebook Reminder

Runs a regular case-status check-in so clients stay informed and the file stays current.

Trigger

Tag 'service due' added

Steps
  1. Service-due SMS with offer
  2. Day 3 email
  3. Day 7 final SMS
  4. Remove the tag

Stops when they reply

In pi law: A regular case-status check-in for signed clients, typically every 30 days while the case is open, so clients feel informed and the firm captures treatment, billing, and contact changes without clients having to call in.

Sample text message:
Hi first name, it's business name with your regular case check-in. Has anything changed with your treatment or work? Please don't text medical details. Book service due offer: booking link Reply STOP to opt out.
20 · Seasonal Promo Campaign

Sends a holiday travel safety checklist that keeps your number saved in past clients' phones.

Trigger

Tag 'seasonal promo' added

Steps
  1. Offer SMS
  2. Day 2 email
  3. Day 5 last-call SMS
  4. Remove the tag

Stops when they reply

In pi law: A holiday travel safety campaign sent to past clients and opted-in contacts, keeping the firm's number saved in their phones. Best run late November through early January, with a summer road-trip version from Memorial Day to Labor Day.

Sample text message:
Hi first name, it's business name. Holiday travel season is here. We put together seasonal offer with tips for the road. Want a copy? Reply YES. Reply STOP to opt out.
21 · New Client Document & Records Collection

Requests authorizations, photos, report numbers, and provider lists from new clients and reminds until the file is complete.

Trigger

Tag 'niche campaign' added

Steps
  1. Niche SMS
  2. Day 2 email
  3. Day 5 follow-up SMS
  4. Remove the tag

Stops when they reply

In pi law: Document and records collection for newly signed clients. Trigger when an opportunity moves to Signed Client to request authorizations, photos, report numbers, insurance info, provider lists, and missed-work proof, then remind until the Documents Received field is set to 'All requested'. Faster collection means a faster demand and fewer stalled files.

Sample text message:
Hi first name, it's your case team at business name. To move your case forward, we need a few documents from you. Please check your email for the list. Don't text medical details; reply DOCS for a call. Reply STOP to opt out.
  Workflow 01 · Speed-to-Lead
Workflow 01 · Speed-to-Lead
Workflow 01 in the builder
  Workflow 14 · Reactivation
Workflow 14 · Reactivation
Workflow 14 · reactivation campaign

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