01
Collect
Captures inquiries from WhatsApp Business, email, web forms, and referrer aliases into one controlled intake queue.
Your team Approving the channels we connect.
Workflow stack ▪ Client intake
New inquiries become complete, review-ready records.
Scellus runs intake across WhatsApp, email, and web forms. Inquiries are captured, read, verified, chased, reviewed, and delivered into the system your team already uses.
Intake readout ▪ record verified
Where client intake breaks today
There are inquiries. There is no track.
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Inquiries arrive in five places.
WhatsApp, email, web forms, referrers, and direct partner messages create separate trails for the same prospect.
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Missing documents become memory work.
IC, address, company records, and supporting files arrive in fragments. Someone has to remember what is still missing.
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Identity checks happen by eye.
IC images, SSM records, and conflict checks are glanced over manually, and edge cases depend on who noticed them.
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The record is opened too early.
CRM and matter records are created before the fields are complete, so bad addresses and missing documents travel downstream.
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The chase is inconsistent.
Clients get followed up on the wrong channel, too late, or not at all when the person holding the thread is busy.
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Reviewers see the wrong work.
Partners and managers spend time reading incomplete records instead of deciding on the few inquiries that actually need judgement.
Operating truth
An inquiry is not a record.
Control is the moment the record is complete, verified, linked to the source messages, routed for judgement where needed, and ready for the next commercial step.
The stack
Six blocks. One controlled intake.
Client intake runs the full public block sequence. It starts with channel capture, reads messages and attachments, checks identity and records, chases missing items, pauses for judgement, then delivers a complete handoff into your CRM, DMS, or matter system.
- 01 Collect
- 02 Read
- 03 Verify
- 04 Chase
- 05 Review
- 06 Deliver
Blocks used
Each block has a source, an output, and an owner.
02
Read
Extracts intake fields, IC and company details, and matter description from messages and attachments.
Your team Approving the field map on day one.
03
Verify
Runs identity and record checks — IC format, SSM company match, conflict-list lookup. Flags mismatches.
Your team Sign-off on conflicts and edge cases.
04
Chase
Sends the missing-item follow-up on the same channel the client used. Stops chasing once the item arrives.
Your team The escalation rule when a client goes silent.
05
Review
Routes flagged or borderline records to a named reviewer with the source messages attached.
Your team The reviewer decision.
06
Deliver
Writes the complete record to your CRM or matter system and closes the intake thread.
Your team The downstream action — quoting, engagement letter, file opening.
What you receive
Not a faster form. A complete intake record.
The output is the evidence that the inquiry was captured, checked, chased, reviewed, and handed off without losing the trail.
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A daily intake queue with every new inquiry, its channel, its current state, and the open exceptions.
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A missing-items exception list, scoped to inquiries where we have stopped progress waiting on the client.
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Identity and record-check flags with the source evidence attached — IC image, SSM extract, conflict hit.
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A complete, validated handoff into your CRM, DMS, or case-management system once the record is review-ready.
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A monthly intake audit log: every record, every action, every reviewer decision, with timestamps.
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A monthly operating report covering complete records delivered, average inquiry-to-handoff time, and exception rate.
The transition
What changes when Scellus runs intake.
Inquiry capture
Today
Inquiries land in WhatsApp, email, and the form. Someone forwards, copies, or forgets.
We handle
We pull every channel into one intake queue and acknowledge each new inquiry on the channel it used.
Your team
Confirms which channels we listen to.
Identity and supporting documents
Today
Your clerk asks, the client sends fragments, the clerk asks again.
We handle
The structured request, the chasing, and the parsing of what comes back.
Your team
Defines what is required per matter type.
CRM and case-system handoff
Today
A half-completed record gets created early and never fully filled.
We handle
Records are written only when complete and reviewer-cleared.
Your team
Receives a clean record and decides what to quote.
Exception review
Today
Partners see incomplete records and spend time reconstructing the thread before deciding.
We handle
We route only low-confidence fields, conflicts, and edge cases to a named reviewer with the source messages attached.
Your team
Makes the judgement call.
Division of labour
We run the queue. You keep judgement.
Scellus handles Your team owns
Channel monitoring across WhatsApp Business API, mailbox, and web form
Approval of the channels and the form fields
Field extraction and structured intake records
Definition of required fields per matter or service type
Identity checks and conflict-list lookups against your records
Maintenance of the conflict and exclusion lists
Document chasing on the client's channel of choice
The escalation point when a client goes silent past the agreed window
Routing of flagged records to a named reviewer
The reviewer decision and any client-facing call
Writing the complete record into CRM, DMS, or case-management
The next commercial step: quote, engagement letter, file opening
Audit log, daily queue, exception report, monthly summary
The operational decisions the queue surfaces
Compliance and data
Intake data stays traceable while it moves.
Intake data is the most sensitive layer of the relationship. We handle it under PDPA 2010 and the 2024 Amendment, with the data location, access owner, consent wording, and reviewer handoff named before the workflow goes live.
Consent capture happens at the point of inquiry, not retroactively. The wording sits inside the form, the WhatsApp first reply, and the intake script. We do not infer consent from a returned IC photo.
Where the buyer is a Malaysian law firm, the workflow respects Bar Council rules on client communication and conflict checking. Records leave Scellus's environment only into the firm's own systems.
Integrations
We meet your clients where they already are.
Inbound channels
- WhatsApp Business API
- Email (Microsoft 365, Google Workspace, custom domains)
- Web form (Astro, WordPress, HubSpot, custom)
- Referrer email aliases
Outbound handoff
- HubSpot, Pipedrive, Zoho, or custom CRM
- DMS (iManage, NetDocuments, SharePoint matter spaces)
- Google Workspace and Microsoft 365 shared drives
- Case-management systems
Verification
- SSM lookup
- IC format validation
- Internal conflict and exclusion lists
- Optional sanctions screening
If your stack is not listed, the Workflow Review confirms the integration scope before any commitment.
Operating cadence
Capture daily. Review weekly. Improve monthly.
Daily
Daily
The intake queue moves. Acknowledgements go out within the hour during business hours. Exceptions are logged and routed. Your reviewer sees only what needs a decision.
A current queue, not a scattered inbox.Weekly
Weekly
A 30-minute exception review with your named process owner. Stuck inquiries, repeated mismatches, integration noise. We agree the fixes; we do them.
Stuck records get a named owner.Monthly
Monthly
An operating report against the named outcome: complete records delivered, average inquiry-to-handoff time, exception rate, and the changes we are recommending for next month.
Intake improves from evidence.Indicative scope
Complete enough to review. Clean enough to hand off.
Build phase
Six to ten weeks
Channel connections, field map, identity-check rules, reviewer routing, CRM or DMS handoff, parallel-run, go-live.Operating retainer
Monthly engagement
Daily queue operation, weekly exception review, monthly reporting, integration maintenance, rule and prompt tuning, exception handling.Final scope, duration, and fee are confirmed at the Workflow Review against inquiry volume, channel count, verification rules, and CRM or matter-system handoff.
Frequently asked questions
The questions that decide whether intake is under control.
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What happens when an IC or company number does not match?
- We do not write uncertain identity data into your systems. Any mismatch, unclear image, or incomplete company record is held for a named reviewer with the source document and extracted fields side by side. The reviewer decision is what gets recorded.
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How is WhatsApp data handled?
- Through the official WhatsApp Business API, against your registered number, with messages mirrored into your data residency. No personal WhatsApp accounts and no third-party scraping. Full posture on the data handling page.
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How long until our CRM is actually receiving complete records?
- Typical builds reach parallel-run in six to eight weeks and full handoff by week ten. The Operations Review gives the firm-specific number before any commitment.
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We already have an intake form. Do we throw it out?
- No. We connect to your form, your inbox, your number. If a channel is working, it stays. We add the track that runs underneath.
Find out what your intake track would look like.
Book a focused Workflow Review. We map your inquiry channels, the documents you collect, your CRM or DMS handoff, and the named outcome we would operate against.