Mode 01 · Outbound
Initial call
Talking points, not a script. Pause after the price. Let them react. Don't fill the silence.
OpeningFirst contact
Say This"Hi, am I through to [Name]? Hi [Name], it's [Your Name] from HPA Solicitors. It's about the conveyancing quote you submitted online. Have you got a couple of minutes, or is it easier if I call back?"
If busy, fix a specific time. Never "I'll try again later."
QualifyThe one question
Ask First"Before I run through anything, have you found a buyer yet, or is the property still on the market?"
Hot · buyer found
Warm · offer, blocker
Luke · listed, no offer
Cold · comparing
Confirm Basics"Freehold or leasehold? Any mortgage to redeem? Just yourself on it?"
"Just making sure the quote I've got is accurate for you."
DeliverThe quote
Price"The quote comes to [£X], includes VAT, everything. Fixed fee, full stop."
Immediately After"We don't do interim billing. A lot of firms do, which isn't necessarily bad, but ask them: in which scenarios will you add to that quote and how much? Get it in writing. I'll send you an email that explains exactly what to look out for."
Pause after the price. Let them react.
USPsUse what's relevant
If sale falls through
"£250 upfront, protected. Buyer pulls out for any reason, deposit rolls to your next sale. Nothing lost."
If worried or been burned
"Open since 2008, conveyancer has been doing this since 2003. When something comes up it's not a panic for them, it's just a Tuesday."
Estate agent recommended a firm
"Referral fees are standard. £150 to £400 per client sent. Based on commission, not quality."
Online firm concern
"Fully regulated, SRA 543164. I'll send office photos, Trustpilot, the lot. Very much a real firm."
ObjectionsCommon pushback
| Need to compare | Fixed fee or estimate? Send comparison email. Price match on follow-up only. |
| Local firm cheaper | National volume, different pricing. Send quote for price match check. |
| Need partner | Offer to send info direct to them. Get their email. Specific callback. |
| Why cheaper? | National volume, no interim billing. What you see is what you pay. |
| Agent's referral | Referral fees. Not based on quality. Send referral email. |
CloseNext step
Ready to go
"I'll send the quote link now, green Accept and Instruct button. £250 deposit and we start same day."
Not quite ready
"I'll get the email over now. All right if I give you a call Friday?"
Hot — book next call now
"I'll follow up tomorrow. Morning or afternoon better? I'll call around ten."
Never on an initial call
Price matchPromise timelinesName other firmsEnd without next step
Mode 02 · Outbound
Follow-up call
Continuing a conversation. Find what's in the way.
Day 1 Hot LeadPick it up
Check notes from the initial call first.
Open"Hey [Name], it's [Your Name] from HPA. We spoke yesterday about your conveyancing quote. Wanted to see how you're getting on with it."
The One Question"Had a chance to look over everything we sent across?"
Don't re-introduce. You're continuing a conversation.
Not LookedIf they haven't opened it
Say This"No worries. Two main things: it's a fixed price so what we quoted is what you pay. And if your buyer pulls out the deposit rolls to your next sale. Nothing lost."
Book It"When are you likely to get a chance? I can give you a call Thursday, does that work?"
Specific day and time. "Sometime this week" is not a commitment.
BlockerFind what's in the way
Open It Up"Glad you had a chance to look. Anything that stood out, or you weren't sure about?"
Let them talk. What they say next is the real objection.
Nothing Wrong But Still Not Gone Ahead"Sounds like you're pretty much there. What's the main thing holding it up?"
"Haven't got round to it" is not a reason. Ask once more: "Anything specific you wanted to be sure about?"
ResponsesBlocker answers
| Still comparing | Send comparison email. Mention price match. Book specific callback. |
| Need partner | "Worth me sending them the info directly?" Get their email. |
| Waiting on agent | Real blocker. Note it, check back at a fixed time. |
| Not sure on deposit | Didn't land. Slow down. Explain clearly. |
| No time | Offer 5-minute call. Book hard date. |
| Delays concern | Why Delays Happen email |
| Comparing quotes | Comparison Guide email |
| Trust or experience | 18+ Years email |
| Estate agent | Referral Fee email |
CloseOwn the next touchpoint
Going Ahead"Brilliant. On the email there's a green button, Accept and Instruct. Deposit goes through and I'll get your onboarding docs over same day."
Needs More Time"No problem, I'll give you a call [specific day, specific time]. Don't want to keep chasing, just want to make sure you've got what you need."
Never "give me a call when you've decided." You own the next touchpoint.
Mode 03 · Inbound
Client update
When a client rings asking where their file is, or when chasing them for documents.
Check FirstInfoTrack check
1
Log into InfoTrack, search the matter reference.
2
VOI completed? TA forms returned?
3
Hover over the contract envelope, shows when sent.
OutstandingDocs not back
Tell Client"We're still waiting on your onboarding documents. As soon as those are back we can send the contract to the other side straight away."
Be specific. Check InfoTrack first for exactly what's missing.
Recent SendContract sent, under a week
Tell Client"We sent the contract to the other side on [date]. We'd normally expect enquiries within about a week. If we don't hear back by then we'll chase them."
Add a Notion task if you've committed to chasing on a specific date.
Over a WeekContract sent, over a week
1
Check LEAP, have enquiries come in?
2
If yes: "We've received enquiries. Working through them, I'll update you shortly."
3
If no: Tell client you'll check with the conveyancer and ring back. Call Idris through JustCall.
4
After confirming not sent: chase the other side. CC the client. Use Chase Other Side email.
Sometimes buyer's solicitors are waiting for searches. Chase should acknowledge this but still push for a clear timeline.
ChaseChasing the client
1
InfoTrack Onboarding section shows exactly what's outstanding.
2
Ring the client. Give reassurance: "As soon as these are back we'll send the contract straight away."
3
No answer? Use Chase Client Docs email.
DifficultAngry client
"I completely understand. Let me get you an update and come back to you within the hour."
Unhappy, mentions complaint or Ombudsman? Escalate to Samurai immediately. Do not try to handle it yourself.
Mode 04 · Inbound
Client questions
When clients ring with questions about their file, forms, or the process.
LegalLegal questions
Never guess on legal matters. Always confirm with Idris first.
If You Don't Know"Good question. I want to give you the right answer rather than guess. Let me check with the conveyancer and I'll call you back within the hour."
Call Idris through JustCall. Once you have the answer, ring back and send written confirmation via Client Update email.
UnknownUse the Live Handler
While on the Call"Bear with me a moment while I pull up the details on your file." Then open Live Handler from the top nav, type a brief summary of what the client is describing, and get guided questions and reassurance language.
FormsTA6, TA7, TA10
General Guidance"Answer to the best of your knowledge. If you don't know something, write 'Not Known', that's absolutely fine."
Use the Form Questions tool in the sidebar for specific questions on any section.
TR1Wet signature
Tell Client"Regardless of which firm you use, this can't be done digitally. It's a legal requirement from the Land Registry. Wet ink signature with a witness. We can email it to you to print off, or post it out if you don't have a printer."
EscalateSend to Samurai
·
Any complaint or unhappy client
·
Mentions Ombudsman or compensation
·
Legal question, can't confirm with Idris
·
Technical issue InfoTrack can't resolve
·
Anything unusual or you're not sure
Mode 05 · File Types
Nuanced files
What to ask, what to flag, what to say. Built from the Idris session.
AuctionTwo types
Traditional
Everything front-loaded before auction day. Buyer legally committed when the gavel falls. Completion date set by the auction house, 4 to 21 days typically. Enquiries dealt with before auction day.
Modern (iamsold etc.)56-day completion window. Auctioneer may prepare the contract pack, or the client can ask us to. Buyer contractually committed once agreed.
What to Ask Straight Away"Which auction house? And are they preparing the contract pack, or do they need us to handle it?"
ChecklistWhat to ask
1
Which auction house?
2
Auctioneer preparing the pack, or us?
3
Mortgages or charges outstanding?
4
Any tenants? Has notice been served?
5
Help to Buy or government scheme involved?
6
Management company involved?
Ask the Client to Do This"Could you give our details to the auctioneer and ask them to contact us directly, and copy you in? That way nothing gets delayed."
Red FlagsAsk carefully
Handle with care
Client in arrears. If the mortgage has gone to recoveries, getting the redemption statement is much harder and more expensive. Ask: "Any issues with the mortgage at the moment?"
Divorce where both parties have stopped paying. One owner refusing to sign, or heading toward bankruptcy, can stall everything.
Help to Buy not applied for. Must be resolved before completion.
Always ask why they're selling at auction. Usually distressed. Flag anything unusual to the conveyancer at instruction.
Mode 06 · Requests
Redemption statements
Templates and talking points for requesting initial and final redemption figures from a lender. Tap Copy on any template, fill in the bracketed bits, and send.
When to use
Buyer found, completion date not yet fixed
Use this when the client has a buyer but exchange hasn't happened. We ask for a 21-day window figure plus the daily interest rate so the conveyancer can reconcile if things move.
EmailInitial redemption, 21 days
Replace the bracketed fields before sending. Subject line: "Initial Redemption Request — [CLIENT SURNAME], [PROPERTY POSTCODE] — Account [ACCOUNT NUMBER]"
Dear Sir/Madam,
We act on behalf of your customer in connection with the sale of the property detailed below, and write to request an initial redemption statement.
Client details
Name: [FULL CLIENT NAME(S)]
Property address: [FULL PROPERTY ADDRESS AND POSTCODE]
Mortgage account number: [ACCOUNT NUMBER]
A firm completion date has not yet been set. Please provide the redemption figure calculated up to 21 days, together with the daily interest rate so we can calculate the updated figure if completion moves.
An updated statement will be requested closer to the exchange of contracts.
We hold signed authority from our client to request this information. If you require a copy of the authority, please let us know and we will forward it across.
Please send the redemption statement to this email address in reply. If postal copy is required, our office address is below.
Kind Regards,
PhoneTalking points
Have ready before you dial
| Client name | Full name(s) exactly as on the mortgage |
| Account number | Usually starts with a number like 2235119/1 |
| Property address | Full address and postcode |
| LOA | Know where the signed letter of authority is, in case they ask |
Opening"Hi, it's [Your Name] from HPA Solicitors. We're acting on behalf of your customer on the sale of [property address]. Could I get an initial redemption statement, please?"
The Ask"A firm completion date hasn't been set yet. Could you calculate it to 21 days with the daily interest rate, so we can work out the updated figure if things move?"
If They Say Email"Yes, happy to. Do you need a signed letter of authority first, or is the request enough? And what email address should I send it to?"
Always verify how they want it — email, postal, secure portal. Note it in LEAP so we don't have to re-ask next time.
Mode 07 · Live Call
Shehroz playbook
Quick-glance phrases for when a client says something you don't fully follow. Buy time, get the facts, reassure, hand off to Idris.
— Quick handler · Pick the call type
What kind of call is this?
Tap a call type for a tailored cheat-sheet: opening line, what to ask, common things they say, what to say if you're stuck, hand-off close. Or skip and use the universal phrases below.
— Step 01 · Buy time
Holding phrases
While you're finding their file, pulling up notes, or just thinking. Sound like you're doing something, because you are.
HoldingNatural pauses
"Bear with me one sec, just pulling up your file."
"Let me have a quick look at this side, won't be a moment."
"Sorry, give me one second to find the right bit on my end."
"Bear with me, the system's just loading it up."
"One sec, I want to make sure I've got the right details in front of me."
Don't stay silent. Don't say "um". A calm "bear with me" is all it takes.
PivotMoving into questions
After the Hold"Right, thanks for waiting. Before I do anything with this, let me just get a few bits from you so I've got the full picture."
Acknowledge Without Committing"Okay, that's useful to know. Let me take some details so the conveyancer has everything he needs."
When They've Raised Something Big"Got it. Before we carry on, can I get a couple of bits from you? It'll save us going back and forth later."
— Step 02 · Get the facts
Extraction questions
You're not solving anything. You're just gathering enough for Idris to make sense of it. Short, open, specific.
SourceWho said it
"Who sent that to you?"
"Who was it you spoke to about this?"
"Did it come from the lender directly, or through someone else?"
"Have they been in touch before, or is this the first time?"
Important because the same word means different things from different sources. A "charge" from a lender is a very different thing from a "charge" mentioned by an agent.
DocumentGet it in writing
"Have you still got the letter? Would you mind sending a photo of it across to me?"
"If it was an email, could you forward it over?"
"Is there a reference number on it? Or an account number at the top?"
A photo of the original is worth more than any summary. Ask for it before you end the call.
WordingWhat does it say
"What does the top of it actually say, word for word?"
"Is there a specific date mentioned? Or a deadline?"
"Does it mention the property we're dealing with, or is it addressed to you about something else?"
Get them to read out the exact wording. Don't accept their summary.
TimingWhen it happened
"When did this come through?"
"Is this recent, or has it been going on for a while?"
"Has anything else come up that might be connected?"
Timing almost always changes the handling. "Last week" versus "six months ago" matters a lot.
— Step 03 · Reassure
Reassurance scripts
Calm the call without making legal promises. You're not saying "it's fine". You're saying "you're in the right hands".
ReassureIt will be dealt with
"Honestly, don't worry. This is exactly the sort of thing we flag to the conveyancer. He'll know straight away what to do with it."
"You've done the right thing ringing us. Leave it with me and I'll make sure it gets to the right person."
"Appreciate you telling me. Better we know now than later."
"Nothing you've said is a problem. We deal with this kind of thing all the time. It's just about getting the right info over to the conveyancer."
"That's not unusual, honestly. Comes up now and then, we'll sort it."
GuardrailsDon't say
Never promise
It'll be fine
Nothing to worry about
We can sort that
Should complete by [date]
That's not legal
You have to
Reassure about process, not outcome
We'll get it to the right person
Idris will know what to do
We deal with this often
Leave it with me
— Step 04 · Hand off
Close the call
Never end without a specific next step. Use the line below and mean it.
HandoffThe close
Say This"I'll call Idris straight away and I'll get back to you."
Variants when you need a time
"I'm going to call Idris now and come back to you within the hour, that all right?"
"Leave it with me. I'll ring Idris straight after this and come back to you."
"Let me speak to Idris and I'll get straight back on it."
Once you've said it, do it. If you can't get hold of Idris inside the hour, ring the client back anyway and give them a new time. Never go silent.
CaptureWrite it down
Before you ring Idris, write the fact list down. Structured notes save him time and save you a second call.
1
Client + property. Name, address, matter ref.
2
What they said. In their words, not yours.
3
Source. Letter, email, phone call. Who from.
4
Timing. When it happened.
5
Document. Photo or forward requested? Yes or no.
6
Commitment. What you told the client you'd do and when.
— Red flag triggers
If they mention this, priority is that
One-liners. When a client raises one of these, the first question is already written for you.
TriggersHard rules
| Probate | "Has the Grant of Probate been issued yet?" If no, file cannot start. |
| Help to Buy / equity loan | "Has the redemption been applied for through Homes England?" |
| Shared ownership | "Has the housing association arranged the valuation?" |
| Letter from lender | Get the wording and a photo. Don't interpret. |
| Charge / CCJ / restriction | Gather facts only. Don't say "it'll be fine". |
| Tenant in the property | "Has notice been served? What date?" |
| Auction + arrears | Flag to Samurai before confirming anything. |
| Power of Attorney | Escalate to Samurai. |
| Ombudsman / compensation / complaint | Escalate to Samurai immediately. |
When in doubt, use the Live Handler from the top nav. It gives you tailored questions and reassurance for the exact situation.
Mode 08 · After the call
Post-call draft
Drop the call transcript in. Click who it's going to and what just happened. Get the email written for you with the call as context.
— Step 01 · Capture the call
Phone number or transcript
Type the client's phone number and click Search to pull the latest call recording and transcript automatically. Or paste a transcript / 2-line summary directly.
Looking up the number...
Tip: even a one-line summary like "Spoke to Smith at Carter & Co, said they'll get enquiries over by Friday" gives the AI enough context to write a clean follow-up.
— Step 02 · Who is the email going to?
Pick recipients
Multi-select. First one you pick is the TO. Rest are CC. Click again to remove.
— Step 03 · What happened on the call?
Pick the outcome
Single choice. Tells the AI whether to write "we spoke" vs "we tried to reach you".
— Step 04 · What's the email for?
Pick the purpose
Pick a recipient first to see tailored options. Generic options shown below until then.
Going topick at least one recipient
Outcomepick what happened
Purposepick why you're writing
Copied
Adjust the tone
Was this draft on point?
Email draft will appear here once you've picked recipient, outcome, and purpose.
Same call, different email? Pick a new recipient + purpose and hit Draft. Transcript stays loaded.
Always read the draft before sending. The AI works from what's in the transcript. Edit before sending if anything's off.
AI · Live Call
Live handler
Client is on the phone. Type what they're saying, get questions and reassurance language instantly.
Output will appear here once you hit the button.
AI · Post Call
Transcript processor
After the call. Paste the JustCall transcript or summary to get a structured output for the conveyancer.
Copied
Structured output will appear here.
Email · Client
Chase client for documents
Outstanding onboarding documents
Copied
Email draft will appear here.
Email · Estate Agent
Chase estate agent
Memorandum of Sale outstanding
Copied
Email draft will appear here.
Email · Managing Agent
Chase managing agent
Requesting the LPE1 management pack
Copied
Email draft will appear here.
Email · Other Side
Chase other side's solicitors
Always CC the client. Find their email in LEAP first.
Copied
Email draft will appear here.
Email · Client
Client update
Keep the client informed on their file
Copied
Email draft will appear here.
AI · Breakdown
Enquiry breakdown
Paste enquiries and get a plain English breakdown flagging what's for the client vs the conveyancer.
Client responses must be reviewed and confirmed by Idris before being sent to the other side.
Copied
Breakdown will appear here.
AI · Forms
Form question lookup
Client stuck on a form question. Select the form, paste the question, get a plain English explanation.
Clients answer to the best of their knowledge. "Not Known" is always acceptable.
Copied
Explanation will appear here.
Support · InfoTrack
Technical issues
InfoTrack Support: 0207 186 8090. Offer this number if you can't resolve it yourself.
01Client not received onboarding email
▼
1
Confirm the email they used when paying the deposit.
2
Log into InfoTrack, check email on file. Correct if different.
3
Click Send Chase Email.
4
Ask client to check junk / spam.
Still not arriving? Raise with Samurai.
02Can't log in / password reset
▼
1
Confirm the email they're trying to log in with.
2
Send a password reset link from InfoTrack.
3
Ask client to check junk / spam.
4
Still stuck? Offer InfoTrack support: 0207 186 8090.
Still unresolved? Raise with Samurai.
03Biometric scan not working
▼
1
Ask which device. Biometric scan works best on a phone.
2
If on PC, ask them to try on their phone.
3
Still not working? Offer InfoTrack support.
4
Alternatives: ID check at local post office or local solicitor.
None working? Raise with Samurai for alternative solution.
04Multiple sellers, second person can't log in
▼
1
Each seller needs their own email and InfoTrack login.
2
Only one needs to fill the TA forms. The other just signs.
3
Add second seller in InfoTrack with their own email.
05Client filled in something incorrectly
▼
1
Multiple corrections? Unlock the form in InfoTrack so client can fix them.
2
Single correction? Change it directly on their behalf in InfoTrack.
3
Confirm the correction with the client.