Design structured legal intake and triage, the request-to-resolution workflow, contract playbooks (self-serve vs. escalate with bright-line escalation triggers), matter management, and the legal-ops metrics that prove the function is healthy — operational support, not legal advice.
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---
name: legal-intake-and-playbooks
description: "Design structured legal intake and triage, the request-to-resolution workflow, contract playbooks (self-serve vs. escalate with bright-line escalation triggers), matter management, and the legal-ops metrics that prove the function is healthy — operational support, not legal advice."
---
# Legal Intake & Playbooks
> Operational/process support only — not legal advice. A qualified lawyer owns every legal-judgement call and sets the playbook's bounds.
## Start with one structured front door
Replace ad-hoc intake (Slack, email, hallway) with a single structured intake form: request type, risk, value, counterparty, deadline. You cannot triage or track what you cannot see. The intake taxonomy is the foundation everything else routes on.
## Triage by risk and value
Route by risk and value, not arrival order. Low-risk/low-value → self-serve via a playbook; high-value or high-risk → a lawyer. Set an SLA per request class so the queue is differentiated, not first-come-first-served.
## The playbook is the product — and the escalation trigger is its heart
For each contract type, decide what's self-serve (a pre-approved standard template the business can use without a lawyer) vs. escalate. Write the **escalation trigger** as a bright line — a value threshold, a beyond-fallback deviation, a regulated-data touch — so business teams know exactly when to stop and get a lawyer. A playbook that routes everything to a lawyer is a queue, not self-serve.
## Matter management
Every request becomes a matter with an owner, type, status, value, deadline, and a closure definition. An untracked request leaks and erodes trust in legal.
## Metrics that pair with a decision
Cycle time by request class, intake volume + backlog, self-serve rate, escalation/risk mix — each tied to a staffing or process action. Flag vanity counts (tickets closed) that rise while legal is still a bottleneck.
## Output
A legal-intake & triage design (intake form + routing rubric + SLA + matter model) and/or a contract playbook (self-serve vs. escalate + standard template + guardrails + escalation triggers) + the legal-ops metric set. Hand clause-level fallbacks to `contract-review-specialist`; obligation/renewal tracking to `obligations-and-renewals-analyst`; any legal opinion to a human lawyer.
