Total Ops reads every WhatsApp message, email and chatbot enquiry that reaches your firm, then actions the work behind it — new matter quotes built from your fee scale, ID and AML documents chased and checked, matter-stage updates sent to clients and agents, and fee-earner appointments booked after a conflict check.
Pick an enquiry type in the diagram to see what a client message triggers, which matter data it pulls, and what the client receives back — every action is logged to the file so your audit trail stays complete.
With Total Ops on intake, new matters keep arriving while the office is closed.
What it actions
Quotes out, files compliant, chains moving.
Quotes new matters on your own fee scale with disbursements set out
New matter enquiries are quoted on your own fee scale with disbursements, search fees and VAT set out plainly, so the client understands the total cost and instructs you rather than ringing three more firms.
Sends and chases ID, AML and source-of-funds documents securely
ID, AML and source-of-funds documents are requested, received and chased securely until the file is complete, which removes the most common reason a matter stalls in its first fortnight.
Gives accurate matter-stage updates to clients, agents and brokers
Clients, agents and brokers all want the same status update. The actioner gives an accurate matter-stage answer from the file instead of interrupting the fee earner handling the work.
Chases the other side, lenders and search providers for the blocker
When a matter is blocked, the actioner chases the other side, the lender and the search provider on your behalf and keeps escalating until there's an answer, with everything recorded.
Books calls with the right fee earner after a conflict check
Calls are booked with the right fee earner only after a conflict check passes, respecting court and completion commitments so nothing lands in a protected part of the diary.
Logs every message and action to the matter file for your audit trail
Every message and action is written to the matter file with a timestamp, giving you the audit trail your regulator, insurer and file reviews expect without extra admin.
SECTOR BY SECTOR
Other Industries That Trust Us
Whatever you do, we learn how enquiries work in your world — then handle them exactly the way your customers expect.
Estate Agents
Ask about a listing on WhatsApp, chatbot or email, and get matched to the right property with a viewing booked in — before another agent even replies.
40% faster viewing bookings
Dental Clinics
No more phone tag. Patients get matched to the next available slot the moment they message, and it's confirmed instantly — whichever way they got in touch.
Zero missed bookings
Beauty Salons & Spas
Pricing, availability, and the booking itself — handled in one reply, whether the client messaged on WhatsApp, your chatbot, or email.
3x more bookings converted
Accountants
Chasing documents used to mean chasing people. Now reminders go out, deadlines get tracked, and every reply is logged automatically.
3x more bookings converted
Marketing Agencies
New business enquiries get qualified, briefed and booked with a strategist automatically — and quiet proposals get chased without anyone leaving client work.
44% more discovery calls
Estate Agents
Ask about a listing on WhatsApp, chatbot or email, and get matched to the right property with a viewing booked in — before another agent even replies.
40% faster viewing bookings
Dental Clinics
No more phone tag. Patients get matched to the next available slot the moment they message, and it's confirmed instantly — whichever way they got in touch.
Zero missed bookings
Beauty Salons & Spas
Pricing, availability, and the booking itself — handled in one reply, whether the client messaged on WhatsApp, your chatbot, or email.
3x more bookings converted
Accountants
Chasing documents used to mean chasing people. Now reminders go out, deadlines get tracked, and every reply is logged automatically.
3x more bookings converted
Marketing Agencies
New business enquiries get qualified, briefed and booked with a strategist automatically — and quiet proposals get chased without anyone leaving client work.
For businesses getting a wider mix of enquiry types that need real back-and-forth, with information pulled from your systems before a reply can be actioned.
Scope at this tier
✓Bespoke build on one channel (WhatsApp, email or chatbot)
✓Integrated with your existing systems to pull live data
✓Several distinct enquiry types, each handled end to end
✓More back-and-forth before the action is complete
Add your team's monthly wage bill and the hours they lose to enquiries each week.
Per week
£665
Per month
£2,880
Per year
£34,560
That's roughly 83 working days a year on enquiry admin, at an effective £55/hour. Most of it is work we can action for you.
How we work
1Book a meeting20 minutes, no prep needed
2DiscussionWhere enquiries land and stall
3Audit of systemsInbox, CRM, diary, rate card
4DevelopmentYour actions built and tested
5Roll outLive, monitored, tuned weekly
✓ Every channel running itself
Our Partnerships
Ensuring full business coverage.
Xero
QuickBooks
Sage
HubSpot
Salesforce
Slack
Microsoft 365
Google Workspace
Stripe
Shopify
Zapier
Calendly
Pipedrive
Xero
QuickBooks
Sage
HubSpot
Salesforce
Slack
Microsoft 365
Google Workspace
Stripe
Shopify
Zapier
Calendly
Pipedrive
Not on the list? Integration still available.
Firm FAQs
What law firms and conveyancers ask us first
Will it give legal advice?
Never. Anything advisory is summarised with full matter context and routed to the right fee earner. Total Ops handles the administrative work around the advice — quoting, chasing, updating, booking.
How does it handle confidentiality and regulatory obligations?
Matter data is used only to action that matter, access is scoped to your firm, and every message and action is written to an exportable audit trail you can rely on for file reviews and supervision.
Does it just reply, like an auto-responder?
No. The quote is built and sent, the ID request is out and chased, the search provider is pushed, the appointment is in the fee earner's diary. The reply confirms work already completed.
Will it quote accurately?
Quotes come from your own fee scale and disbursement table, including tenure and funding variations. Anything outside your published scale is held for a fee earner or costs lawyer to approve.
Can it chase without upsetting clients or the other side?
Chases are staged, professional and stop the moment the item arrives. You set the cadence and the point at which a stalled item is escalated internally rather than chased again.
Does it work with our case management system?
It connects to the systems you already run — your case management and portal, Microsoft 365 or Google Workspace, WhatsApp Business and your website chatbot — so actions land on the real file.
What about complaints or vulnerable clients?
Both are detected and escalated immediately with the full thread attached, never auto-answered, so your COLP and supervising fee earners keep control.
Xero
QuickBooks
Sage
HubSpot
Salesforce
Slack
Microsoft 365
Google Workspace
Stripe
Shopify
Zapier
Calendly
Pipedrive