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Matter Workflow

Updated Oct 18, 2026

This chapter explains the client matter lifecycle inside Matterly.

Status overview

Pending  →  Open  →  Active  →  Closed
             ↓
         Cancelled
Status Meaning
Pending Often used for online bookings waiting for payment; may expire
Open Accepted and ready to begin
Active Work on the matter is under way
Closed The matter is finished
Cancelled The matter was stopped before completion
No show The client did not attend the booked consultation

Step 1: Matter created

From Firm Admin

  1. Go to Matters → Create (or Dashboard → New Matter).
  2. Choose or create a client.
  3. Select the practice area, start date and target close date.
  4. Save.

New Matter form

The New Matter form: pick a practice area and dates on the left, watch the running Matter Summary on the right.

What Matterly does:

  • Creates the matter (typically Open when created by staff)
  • Generates a client invoice automatically in many cases
  • Sends a Matter Confirmation email if the client has an email and SMTP works

From the public website

  1. Client opens the firm site and picks a practice area and date.
  2. Enters their details. The summary shows the price, including taxes, before they confirm.
  3. Pays online (if enabled) or chooses pay-at-firm.
  4. Sees a confirmation page with a matter reference.

Online unpaid bookings may stay Pending until payment succeeds or the hold expires.

Client self-service (public site footer):

  • Manage a matter: clients look up their matter with their reference + email to view details or cancel it (cancelling sends the cancellation email automatically). Only Pending/Open matters can be cancelled online.
  • Write a review: clients submit a star rating + comment. Reviews arrive as Pending under Firm Admin → Reviews for you to approve or reply to, and they feed the AI Review Insights tool.

Step 2: Open

The matter appears in Matters with status Open.

Matter detail with actions

A matter's detail page. The buttons at the top right (Open matter, Cancel, Invoice) change depending on the matter's status. The Bill Summary shows what's paid and still owed.

Staff can:

  • Edit dates or details (while still editable)
  • Open matter when work begins
  • Cancel if the client no longer wants to proceed

Step 3: Active

  1. Open the matter.
  2. Click Open matter.

Results:

  • Status → Active
  • The matter appears in the dashboard’s active matters

There is no separate automatic email when a matter becomes active. Confirmation was already sent at matter time.

Step 4: Closed

  1. Open the matter.
  2. Click Close matter.

Results:

  • Status → Closed
  • Client may receive a Matter Closed thank-you email (if email + SMTP are configured)

Edit is blocked after close.

Step 5: Invoice

  • An invoice is often created when the matter is created.
  • Open Invoices to review charges, extras, tax, and balance.
  • Send the invoice to the client when ready.

Details: Invoice Workflow.

Step 6: Payment

On the invoice:

  1. Click Record Payment.
  2. Enter amount and method (cash, card, bank transfer, UPI, Stripe, Razorpay, PayPal, LigdiCash, other).
  3. Save.

Status becomes partially paid or paid.

Online gateway payments from the public matter flow mark the matter paid through payment return/webhooks when configured.

Step 7: Email notifications (matter path)

Event Email (if configured)
Matter created Matter Confirmation
Cancelled Matter Cancelled
Closed Matter Closed
Invoice sent Invoice email

See Email Notifications.

Cancel workflow

  1. Open matter → Cancel.
  2. Optionally enter a reason.
  3. Status → Cancelled.
  4. Client receives cancellation email when possible.

Tips for the reception

  • Always confirm the client email before creating the matter.
  • Check Today’s Consultations / Hearings on the Dashboard each morning.
  • After close, finish or cancel any open tasks on the Case Tasks board.
  • Use Client Inbox for questions before the first appointment.

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