Legal services
Three businesses that happen to share a regulator.
Conveyancing competes on price and speed like an insurance aggregator. Wills and probate move slowly and turn on trust. Family enquiries arrive at the worst moment of somebody's life, often out of hours. Treating them as one funnel is the mistake.
The enquiry doesn't become a client until it clears intake.
In most sectors on this site, a sale is agreed on the phone or at an appointment. In legal work there's a gate between the two: conflict checks, identity and anti-money-laundering verification, and in some matters a decision about whether the firm should take the work at all. An enquiry that agrees to instruct is not yet a client.
That gate is also where enquiries go quiet. A quote accepted on Tuesday that needs ID documents by Friday becomes nothing at all if nobody follows it up — and the follow-up is admin rather than selling, so it tends to be the thing that slips.
How leads actually arrive
What goes wrong today
Conveyancing quotes are sent and never followed
Emailing a quote is not a process. On a price-led enquiry sent to four firms, the one that rings to talk it through is the one that gets instructed.
Family enquiries arrive when the office is shut
The moment somebody decides to ring a family solicitor is rarely 10am on a Tuesday. An enquiry at 9pm that gets a call back on Thursday has usually gone elsewhere.
Instructions stall at ID verification
The client agreed. Then they needed to send documents, and nobody chased. This is the single most common place a legal enquiry evaporates after saying yes.
Will enquiries are treated as if they were urgent
A three-day retry cadence designed for a home improvement lead is the wrong instrument entirely for someone thinking about their estate, and it reads as pressure.
What the product does about it
Different cadences for different work
Campaigns are configured separately, so conveyancing can chase hard and quickly while wills follows up over weeks. The queue rules are per campaign, not per floor.
Out-of-hours enquiries get a callback that holds
An enquiry that arrives at 9pm books a callback for the morning, to a named person, with what they wrote on screen.
Post-agreement chasing is a queue, not a memory
"Awaiting ID" can be an outcome that brings the matter back in three days rather than a note somebody meant to action.
Recordings for the file
What was quoted and what was said, recorded and written up, with retention you set and deletion on request.
Where compliance sits
This sector is regulated by the Solicitors Regulation Authority.
Law firms in England and Wales are regulated by the Solicitors Regulation Authority, and other bodies regulate other parts of the profession. Your obligations on client care, taking instructions, conflict and file retention are for you and your COLP to determine against the Standards and Regulations.
The calling rules we can speak to are the general ones — PECR, TPS and CTPS, Ofcom on abandoned calls, UK GDPR — which we've researched from the regulators' own material.
One point worth flagging without giving advice on it: enquiries in family and probate work routinely involve sensitive personal circumstances, and call recordings of them are records you will need a retention and access position on. The tooling supports whatever position you take; deciding it is yours.
This is not legal or regulatory advice. Your obligations under the Solicitors Regulation Authority are yours to determine. What we can describe accurately is the calling rules that apply regardless of sector — PECR, TPS and CTPS, Ofcom's limits on abandoned calls, and UK GDPR — which we have researched from the regulators' own material and written up in full.
Read the UK calling compliance guide →A worked example
Illustrative conveyancing figures, not a customer's real numbers.
Nineteen percent of accepted quotes never became clients. That is the highest-value thing on this page and it is an admin follow-up problem rather than a sales one.
Work it through with your own numbers →Questions from this sector
Should conveyancing enquiries be called or emailed?
Operationally, called — a quote emailed into a comparison of four firms competes only on price, while a conversation lets you compete on anything else. Whether that fits your firm's client-care approach is your judgement.
How do we handle enquiries that arrive out of hours?
Book a callback at a named time rather than adding them to a list. Family and probate enquiries in particular don't survive a three-day gap, and a promised time that holds is the difference.
What does Dialspace keep on file for an enquiry?
The call recording with both sides separated, the written-up outcome and notes, and who accessed it. Retention is set by you, and a recording can be deleted on request with a record of who did it.
See it on your own leads.
Half an hour with someone who has run a floor. Bring a lead source and a question.
Book a demo