LawServa
Enquiries and Clients
Enquiries and Clients in LawServa let you record a prospective client's first contact, then keep a verified client record with identity details, customer due diligence (CDD), screening status and PDPA notice history. Front desk staff take enquiries; fee earners and compliance staff maintain client records.
Before You Start
Taking an enquiry and creating a client needs the client creation permission. Viewing clients needs the client view permission. Your firm manager sets these.
Taking an Enquiry
- Choose Enquiries under Files.
- Press New Enquiry. The Take an Enquiry dialog opens.
- Fill in the fields below.
- Press Save Enquiry.
| Field | What It Means | Example |
|---|---|---|
| Name of the Person Enquiring | Who contacted the firm | Tan Mei Ling |
| Telephone | Their contact number | 012 345 6789 |
| Their email address | meiling@example.com | |
| How They Contacted the Firm | Walk in, phone, email and so on | Phone |
| Type of Work | The practice area | Conveyancing |
| What It Is About | A short summary | Purchase of a condominium unit |
| Who Will Handle It | The fee earner assigned | Your name |
| What They Said | Notes from the conversation | Buyer, first property |
The Enquiries list shows each enquiry with its area, who it is assigned to, when it was taken and its status. Use Search Enquiries and Filter to narrow the list. An enquiry is either converted into a client and matter, or closed with a recorded decline.
Creating a Client
- Choose Clients under Files.
- Press New Client.
- Complete the sections of the form: Who the Client Is, How to Reach Them, Capacity and Authority, Data Protection and Billing Identifiers.
- Press Create Client.
To change a client later, open the client and save your edits with Save Changes. The form can also read a MyKad, passport or SSM certificate with AI and suggest the fields; nothing is saved until you review the form and press the button yourself.
| Field | What It Means |
|---|---|
| Client Type | Individual or organisation |
| Full Name as per Identity Document | The name exactly as on the MyKad, passport or SSM record |
| Former or Trading Name | Any other name the client uses |
| Identity Document, Identity Number | The document type and number; LawServa checks NRIC and SSM formats |
| Nationality | The client's nationality |
| Referred By | Who referred the client |
| Email, Telephone, Postcode, City, State | How to reach them |
| Bankruptcy Search On, What It Showed | Date and result of a bankruptcy search |
| SSM Search On | Date of a company search |
| Authority to Act | Who may give instructions for the client |
| Next Friend or Guardian ad litem | For a client who cannot act alone |
| PDPA Notice Given On, How It Was Given | When and how the PDPA notice was given |
| LHDN TIN | The client's tax identification number, used for e-invoices |
| Notes | Anything else |
LawServa warns you if a new client looks like a duplicate of an existing record.
The Client List
The Clients list shows each client's number, identity, CDD state, conflict state and screening state. Use Search and Filter to find a client, then open the row to see the client's matters, related parties and history.
Customer Due Diligence
CDD in LawServa cannot be marked complete early: the required details must be present first. When a client's CDD review falls due, it appears in the CDD exceptions report and can trigger an automation.
Frequently Asked Questions
Why Does LawServa Say the Identity Number Is Invalid?
LawServa checks the format of NRIC and SSM numbers. Check the number against the document and the Identity Document type you chose.
Can I Delete an Enquiry?
An enquiry is closed with a recorded decision rather than removed, so the firm keeps a record of who it turned away.
Where Do I Record the Client's Tax Number for e-Invoices?
Use the LHDN TIN field on the client record.