Is the enquiry inbox only for Practice plans?

Core enquiry and matter workflow is available across tiers; panels with multiple mediators and directory listing align with Practice entitlements. Check current pricing for limits on seats and storage.

Can we track referrers without the lawyer portal?

Yes. Relationship records and enquiry source tags work regardless of whether a given matter uses the Practice lawyer portal for a specific firm.

Does CRM replace email with lawyers?

No. Lawyers still communicate professionally outside the platform. The portal and matter timeline reduce status chasing, not relationship management entirely.

Guide

Practice CRM, referrer tracking, and mediator panels

Panel practices lose referrals when enquiries sit in personal inboxes and nobody logs which firm sent the matter. Neutly combines an operational enquiry inbox with practice relationships so coordinators see referrers, matter types, and follow-up in one place. This guide focuses on CRM discipline for mediator practices, not law firm marketing automation.

General information only, not legal advice, mediation advice, or a substitute for professional judgment. Neutly is administrative software for mediator practices; it does not host live video or select court neutrals. Mediators and lawyers remain responsible for their work.

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Updated 20 October 2026

Enquiry inbox as front door

Route website enquiries, directory shortlist requests, and manual leads into the practice enquiry inbox before they become matters. Assign owners, track status, and convert accepted enquiries into matter records without retyping party details.

Solo mediators can use the same inbox pattern; panels benefit most when several staff triage incoming work.

Practice relationships and referrer records

Log law firms, insurers, repeat clients, and ADR bodies as relationships linked to matters over time. Referrer intelligence shows which channels send volume and which contacts expect faster turnaround.

This is operational CRM for mediation practices, not a generic sales pipeline. The goal is consistent service and accurate reporting, not automated legal outreach.

Multi-mediator panels on Practice

Practice supports up to four mediators with personal booking slugs, co-mediator cases, and a practice-wide booking link for panel sites. Public directory listing with profile pages is optional on Practice for discoverability.

Each mediator connects Stripe Connect for fee routing to their account; platform subscription is billed at practice level.

From enquiry to booked matter

When an enquiry converts, carry referrer notes into the matter timeline. Lawyer referrals on Practice can later use the read-only lawyer portal for brief upload and status, reducing coordinator email load.

Parties still interact through secure links without creating Neutly logins.

What to measure without overbuilding

Track enquiry source, time to first response, conversion to booked matter, and repeat referrers. Avoid duplicating financial reporting that belongs in your accounting system; Stripe Connect handles party fee collection to your practice accounts.

Referrer-linked matter counts by quarter
Enquiry aging in the inbox
Matters awaiting party confirmation or intake
Directory vs direct referral mix (where tagged)

Optional staff-only AI

When enabled, staff-only AI can assist internal summaries or drafting on matter notes. It does not advise parties, does not replace mediator judgment, and is not legal advice from the vendor.

Turn it on only if your practice policy allows; many panels start with CRM discipline before any AI augmentation.

Honest limits

Neutly is not a full marketing automation suite or court registry. Panel tier addresses institutional volume separately. Data resides in AWS Sydney; you remain responsible for professional confidentiality on referrer and party information.