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Capturing/Tracking phone calls with Clio or 3rd party app

Anyone using Clio have any suggestions on capturing/tracking phone calls within Clio or some 3rd party app? I know there is the communications tab but it's not user friendly and hard to keep up with calls from new/potential clients. In my old firm we used TimeMatters and I would really like a phone message system like that incorporated within Clio. Thoughts and suggestions are appreciated!



  • samgloversamglover Minneapolis, MN Admin

    What do you want to track when it comes to phone calls? Date, time, matter, and notes, I assume. Anything else?

  • samgloversamglover Minneapolis, MN Admin
    edited July 2016

    Also, what problems are you having with Clio? It's not obvious to me why it wouldn't be user friendly for tracking phone calls, but I'm not using it (or trying to use it) every day like you are.

    Edit: What about tracking phone calls from within a matter by clicking on Notes?

    It's definitely not easy to access from anywhere other than the Matter page, though. And you'd need a Potential Clients matter to track notes not related to a specific matter. And there's no way to move notes between matters if you do that. So I can see how it wouldn't be ideal.

    Post edited by samglover on
  • Yes I would like to capture all of that information (which Clio will allow). However the biggest problem is tracking calls from potential clients. In Clio under the "Communications" tab there is the "logs" selection where you can track phone calls. However, in the "From" field it will not keep the new contact's name in the field if the person is not already saved as a contact. So I cannot keep track of calls from persons who are not already "contacts". Thus we are taking calls down by hand via phone message book. First world law office problems!

  • samgloversamglover Minneapolis, MN Admin

    Nope, that's far from ideal if you get a lot of calls.

    It sounds like you really just need Clio to remove the requirement that the From field contain an existing contact. If it were just a plain text field, would that solve your problem?

    (This is the kind of thing Clio loves to fix for its users, in my experience.)

  • JoshuaLenonJoshuaLenon Canada
    edited January 30


    Sam brought your question to my attention.

    There's a few ways to track phone calls with Clio.

    First, you can track phone calls and leads automatically in Clio using the Campaign Tracker feature. You can set up automatic phone tracking system and can use it to manually track phone calls and leads too. You can read more about it here: https://support.clio.com/hc/en-us/articles/213235507-Campaign-Tracker-Working-with-Leads

    If you're using Vonage's VOIP service, you can also connect it to Clio to document both incoming and outgoing calls. Here's a link to Vonage's full offer: https://business.vonage.com/features/vonageconnect-for-clio/

    I've taken your feedback on forcing Contacts to our designers. They're adding your feedback to their current UI refresh work. They're looking to see how to add a name that may then become a Contact in the future, with the process being easy to do.

    How else can I help?

    Post edited by samglover on
  • I do not have Clio. Any suggestions to do paperless phone intake. Right now I am simply using Outlook and using Notes. Any articles on this topic?

  • Not being able to track phone calls adequately was one of the primary reasons I left Clio for PracticePanther. PP has multiple ways to one-click and log a phone call. I had requested Clio add such a feature for years, and finally came to the conclusion they didn't realize how much attorneys talk on the phone.

  • Hmm, I do not know about PracticePanther. What is it really?

  • samgloversamglover Minneapolis, MN Admin
    edited July 2016

    Pro tip: there's a search function on Lawyerist.com! We try to review all the up-and-coming practice management software options. Here's our first look/review of PracticePanther.

  • thanks for all of the comments/suggestions. I called Clio support and spoke with them for a while to discuss my frustrations and suggest they edit the "logs" "field box to accept text in lieu of saved contacts. However after spending more time using the inbox feature to track incoming calls I noticed some issues: 1. when using the mobile app I don't believe you can delete the message (only from desktop); and 2. It would be nice if the recipient could forward the message on to another party (i.e. send it to your paralegal to draft a motion in reference to the call vs. back to the secretary).

  • I really do not need a full blown integrated Clio type program. Just want a convenient way to journalize client and prospect calls. Could I use something as simple as One Note?

  • samgloversamglover Minneapolis, MN Admin

    @sjfpc said:
    Could I use something as simple as One Note?

    Of course. I think that's a popular use for OneNote, actually. There are any number of ways to solve this problem, from a traditional paper notepad to full-blown practice management software.

    I always just kept a stack of index cards by my desk and in my pocket. You could easily use Evernote or OneNote. Or lots of other methods. You just need something that works for you.

  • Thanks Sam. As always you are a font of knowledge. I wanted to get rid of all the scraps of paper from phone calls. I have been using just Notes at Outlook but I am not sure whether this is best for categorizes, organizing, etc. Any thoughts on this and how to organize phone calls from possible prospects using OneNote?
    By the way, I read some of your articles about OneNote also being a worthy substitute for Evernote. So this may kill two birds with one stone?
    Thanks as always Sam!

  • samgloversamglover Minneapolis, MN Admin

    It sounds like you want to use OneNote, so go for it!

    If I were going go use OneNote, I'd probably just keep a notebook for all my active matters, a section for each matter, and pages as appropriate. For example, you might use the top page for each matter as a cover sheet, then a page for a running call log, and additional pages for whatever else you want to keep track of.

  • TheoRandTheoRand Burbank, CA
    edited July 2016

    I'm a huge advocate for leveraging Salesforce platform precisely because it automatically and simultaneously relates Contacts with Matters (when customized) and with all your calls, emails, notes, etc. Sorry for the ugly-a** image full of redactions but you get the idea. I hope. !

  • @TheoRand Salesforce (when customized) sounds expensive (with lots of money).

  • TheoRandTheoRand Burbank, CA

    @mckinneylaw That's what I told my wife about her new purse. (rim shot). At my company, I serve a select group of attorneys and I'm not involved in sourcing or bidding so I don't know what the cost would be relative to pre-configured cloud apps. I do inquire around to see what others are up to in this neck of the woods and subjectively I believe that once the license fee is covered, an honest developer could customize for legal practices at a reasonable hourly rate with the advantage being that the lawyer will enjoy an iterative tool that ramps up from what is minimally viable and quickly deployable into an organically evolving practice system that fits like a glove. What I have seen others in the field endure (again, I'm in my own world cobbling away concierge like for my internal GC customers) is that SF consultancies would send over a team -- BPM, PM, Developer, Administrator -- and indeed, the costs and complexity can spiral in that scenario. In the Salesforce platform world, however, much of this cloud customization can be implemented via declarative development (vs code-intensive apex development). A single, savvy declarative developer can wear many hats successfully, so the attorney would be assessing an hourly rate for one seasoned individual. Hope I'm talking on point here, so keep me honest.

  • samgloversamglover Minneapolis, MN Admin

    If you want Salesforce for a law firm, wouldn't you just get ActionStep? I think it's built on top of Salesforce already.

  • TheoRandTheoRand Burbank, CA

    Not familiar with actionstep. My guess is that there are more cloud applications built on Salesforce platform than most people realize so that wouldn't surprise me at all.. A bit of tweaking to the user interface and a third-party branded application built on the platform can look fairly distinctive and be marketed as a sector offering. Per my experience, however, once a business professional becomes familiar with how customizable the Salesforce platform is, they understand the value of having a business application customized for them from scratch; ie,from Tabula Rossa. I'm not a programmer, but I'm steeped in salesforce development and can report that the Salesforce motto of "clicks not code" is a real game changer in the development of custom business applications for the enterprise as well as law firms.that's how it looks from here anyway with a loud disclaimer that my purview is a fairly limited one.

  • samgloversamglover Minneapolis, MN Admin

    @TheoRand said:
    Not familiar with actionstep.

    Here's more information. I've looked at it before, but it's difficult to test because the intention is to customize the software for each firm. That said, my impression was that it would be perfect for a firm with a sophisticated client acquisition strategy. But tracking calls would seem to be the sort of thing it would do well.

    Just a thought. I don't want to derail this thread any further than we already have. Let's start another discussion if we want to talk more about Salesforce or ActionStep.

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