Client Case Flow – Master Outline

Quick reference for any client · Use as a dashboard or widget

Core Rule

ONE TOOL = ONE PURPOSE.
CRM = client record · Desk = conversations · Projects = work · Drive = files · AI = analysis.
If it doesn’t clearly fit one of these buckets, it doesn’t belong in your brain right now.

High-Level Flow

Client Contacts
Call · Text · WhatsApp · Email · Form
CRM
Client record · Facts · Summary
Tickets
Every question = ticket / thread
Tasks
Work to do · Convert from tickets
Files
Drive folder · All PDFs & docs
AI / Cursor
Read · Draft · Summarize · Compare

Tool Key · What Goes Where

CRM · “Client Brain”
Put: Name, contact info, intake notes, case summary, key dates.
Links: Main Drive folder, key tickets, key projects.
Not for full files or long message history.
Tickets · “Conversations”
Put: All questions, status checks, “what’s going on?” messages.
Rule: New topic = new ticket or clearly tagged thread.
Decide: info only (answer & close) or work needed (make a task).
Tasks · “Work to Do”
Put: Filings, prep steps, follow-ups, deadlines, milestones.
Includes: Task name, due date, short description, Drive link.
Tasks come from tickets or planning, not random brain spirals.
Files · “Document Vault”
Put: PDFs, scans, forms, receipts, letters, translations.
Structure: One main folder per client; subfolders if needed.
Example pattern: EX-[Category]-[#]-[ShortDesc].pdf
AI / Cursor · “Thinking Helper”
Use: Search docs, summarize, draft letters, timelines, affidavits.
Remember: It reads from your system; it is not the system.
Never the source of record. Always back important info into CRM / docs.
Mental Shortcut
Question: “Is this a fact, conversation, task, file, or thought?”
Then: Put it in CRM, Tickets, Tasks, Drive, or AI accordingly.
If it doesn’t fit any of the five, it can wait.

Daily Workflow · Step Order

1 · Capture Contact Client reaches out → create / update a ticket in the ticket system. No loose messages.
2 · Anchor in CRM Open the client’s CRM record. Update basic info, quick summary, and key status if needed.
3 · Decide: Info or Work? For each ticket: can you just answer and close, or does this create actual work? If work → task.
4 · Create / Update Tasks Convert ticket to task or add a new one. Set a due date and link ticket + CRM + files.
5 · Organize Files Save any files into the client’s Drive folder only. No scattered uploads. Link files where needed.
6 · Use AI Intentionally Use AI / Cursor to read documents, draft letters, timelines, summaries. Copy results into real docs.
7 · Close the Loop When done: update the task, respond & close the ticket, and add key notes to the CRM record.
8 · Quick Review End of day: scan open tickets and tasks. Move anything stuck, reschedule, or clarify next step.
9 · Reset Your Brain If you feel overloaded, re-ask: “Which bucket does this belong in?” Then place it and let it go.

Overload Check

When your brain starts spinning, pause and ask:
“Is this a fact, a conversation, a task, a file, or a thought?”
Facts → CRM · Conversations → Tickets · Tasks → Projects · Files → Drive · Thoughts / drafts → AI & notes.
If it doesn’t fit, it’s not urgent.