Enquiry Manager FAQ's
Find the answers to our frequently asked questions and learn how we’re staying compliant and secure.
Popular topics; Artificial Intelligence (AI), data storage, Cyber Essentials Plus
Product
What is Enquiry Manager?
Enquiry Manager is an AI-powered tool designed to help conveyancers:
- Identify and extract conveyancing enquiries from emails and documents.
- Store and manage received enquiries and sent replies.
- Automate common actions, saving time and resources.
Our aim is to increase efficiency in managing and progressing conveyancing enquiries.
How do I access Enquiry Manager?
Enquiry Manager is accessed through a web browser and Outlook (via an Outlook add-in). All incoming and outgoing correspondence remains in the user’s Outlook folders.
How to install Outlook add-in?
Follow these steps to download and install the add-in:
- Open Microsoft Outlook.
- Access the add-In Store:
- For Outlook 365/2019: Click the “Get add-ins” button on the toolbar ribbon.
- For Outlook 2016: Navigate to “File” > “Options” > “add-ins.”
- Select ‘My add-ins’ and choose ‘add from URL’ in the ‘Custom add-ins’ section. Paste the following link:
https://addin.collaborativeconveyancing.com/manifest.xml
Click Install to complete the process.
How do I log into the add-in for the first time?
- Click the Enquiry Manager icon (labelled “CConvey Tools”) on your toolbar or access it via the “More Commands” menu (three dots).
- Click the Settings icon (gear symbol).
- Enter your username and password, then click Save.
- Navigate back to the main add-in interface.
How does the email processor work?
As an alternative to the Outlook add-in, users can send emails to an email processing inbox. The processor verifies the email is from an authorised account, processes it, and uses the subject line as the case reference (this can be updated later). A notification email with a link to the new case is sent. Users must log in to view case details as no case information is provided in the notification.
How do I process an email for enquiries?
- Open the add-In.
- Select an email. Depending on the email, you may see one of the following prompts:
- No results found: Create a new case by entering a case reference in the “Case Code” box, pressing Enter, and selecting “Continue.”
- This message doesn’t appear to be related to a conveyancing case: Click “Process Anyway.”
- Please select the case to which this email should be attached: Choose an existing case from the dropdown or create a new one.
- Once the case is selected, the add-in will extract enquiries from the email (including attachments) and display them.
How does AI help with extraction?
Our AI processes statements classified as enquiries to extract structured information about topics and tasks. This structured data is used to search our knowledge graph, curated by in-house conveyancers, for relevant information. The AI does not make decisions or generate legal advice—it provides recommendations for users to act upon.
Compliance
Where is data stored?
All customer personal information, including addresses, is stored in Microsoft Azure’s UK-based data centres.
Does AI comply with regulatory standards?
Yes, Enquiry Manager is designed with privacy and regulatory concerns in mind. Data processing complies with GDPR, and our methods address regulator concerns proportionately. We recommend law firms document their decision to work with us in their risk registers.
- No personal data is processed unless triggered by a user.
- Data is processed within the UK, adhering to GDPR.
- Our knowledge graph and curated content reduce risks of errors or “hallucinations” associated with generative models.
- Decisions remain with the user; the AI only provides suggestions.
What measures ensure ethical AI use?
Our processes align with industry standards, incorporating principles such as fairness, transparency, privacy, accountability, and ongoing monitoring to ensure compliance and ethical use.
- Fairness: Mitigating bias through curated datasets.
- Transparency: Ensuring outputs can be traced and explained.
- Privacy: Complying with GDPR and using minimal data.
- Accountability: Maintaining human oversight and assigning responsibility for ethical AI use.
- Safety: Designing systems to avoid harm and rigorously testing the AI.
- Integrity: Ensuring consistent, honest, and reliable outputs.
- Continuous Improvement: Regular reviews and user feedback integration.
What kind of insurance coverage does Collaborative Conveyancing have?
- Professional Indemnity: £250,000 per claim
- Employers Liability: £10,000,000
- Public & Product Liability: £2,000,000
Security
How secure is Enquiry Manager?
Enquiry Manager employs multiple security measures, including:
- Encrypted HTTPS connections for the Outlook add-in.
- A Web Application Firewall, TLS security policies, and encryption for data at rest.
Have you performed penetration testing?
Yes, we conduct regular third-party penetration tests to assess vulnerabilities. Our next scheduled test is in April 2025.
Do you have cybersecurity certifications?
We achieved Cyber Essentials certificate in October 2024 and gained Cyber Essentials Plus certification in December 2024. This is in addition to the Legal Eye Quality Standard (LEQS) accreditation achieved in November 2024.
How is email data processed securely?
Emails processed through our system are verified to originate from authorized accounts. Users must log in to view any case details, ensuring no sensitive data is exposed in notifications.
What safeguards are in place for AI systems?
- AI outputs are grounded in curated knowledge from our team, reducing risks of errors.
- Data is processed only within the UK-South Azure region, ensuring compliance with data protection laws.
- AI systems are designed to provide suggestions, leaving all decision-making to the user.
If you have further questions, please contact our support team at [email protected].