Opportunities

Opportunities shows every potential client as a card advancing through stages, from new contact to open matter. There are two views: Board (kanban) and List, with All / Active / Closed tabs, search, and filters by kind, priority, appointment, case type, tags and source.

The stages

A card can be marked Lost from any stage.

Stage	What it means
Lead	Just arrived
Contacted	The firm or the agent has written or called
Connected	They replied
Qualified	The case fits: the lead becomes an opportunity
Scheduled	Has a booked appointment
No-show	Didn’t attend the appointment
Contract Sent	Proposal or engagement letter sent
Won / Lost	The record is closed

How cards move

Manually — drag the card on the board, or use Advance and Move stage in its drawer. Leads use the same Move stage menu, so you can send a lead straight to Qualified.
Automatically — after a voice-agent call, a card can move to Qualified or Lost depending on the outcome; if a client misses their appointment, the automation moves it to No-show. The board updates in real time as agents act.

No-show is deliberately sticky: booking a new appointment doesn’t move the card back to Scheduled. You decide when recovery is over.

The opportunity drawer

Click a card to open its drawer, with tabs Overview, Tasks, Appointments, Messages, Files and Activity.

Case type — every opportunity carries its type; unclassified shows as Triage. Assigning a type auto-generates its intake checklist (that case type’s tasks). If you change the type, you can Reseed the checklist or Keep it as is.
Overview — priority, tags, appointment, source and team notes. If the agent called, you’ll see its summary, the sentiment, whether it was Qualified, and the recording with a synced transcript.
Messages — reply to the client on their channel (WhatsApp, email…) without leaving the pipeline.
Drawer menu — Close lead… (choosing the reason: no interest, out of jurisdiction, price, no response…), Mark as lost…, Open in Inbox and more.

Who owns each opportunity

Every opportunity has an Ownership state. That state decides whether the AI agent answers the client or steps aside so a person at the firm does. Ownership belongs to each opportunity, not to the contact.

State	What it means	When the client writes	Automated follow-ups and calls
AI only	The agent runs the case. Nobody is assigned.	The agent replies	Yes
Human requested	The agent asked a person to take over and that person has not answered yet.	The agent only tells the client that a person from the firm will contact them shortly	No
Human only	A person runs the case.	The agent does not reply	No
Collaboration	A person is assigned and the agent keeps working alongside them.	The agent replies	Yes

The diagram shows the usual path. Every manual change is in Change ownership by hand. If a contact has several opportunities, the open one that changed stage most recently decides. If all are closed, the last one closed decides.

This rule applies to the agents that work opportunities. Customer Service agents always reply, because they serve clients with open matters.

When the agent asks for a person

The agent escalates when the case needs someone at the firm. It can happen in a WhatsApp or email conversation, or at the end of a voice-agent call, at any stage. Juryo picks who to ask in this order:

The person already assigned, if the opportunity is in Collaboration.
The fallback lawyer for the case type, in Settings → Escalations.
The fallback lawyer for Opportunities, on the same page.
The Default escalation assignee in the general settings.

If none of these people is configured, the escalation is not created. Choose at least a Default escalation assignee.

Two more cases:

If a request is already open, a new escalation only updates the reason and the summary.
If the opportunity is already in Human only, the agent creates no request. A person already has the case.

Answer a request

While the request is open, you see an amber notice in the drawer’s Overview tab and in the details tab of the Inbox. It shows who was asked, how long the request has waited, the reason and the agent’s summary.

Amber Human requested notice with the reason, the summary and the Accept, Pass to and Return to AI buttons — The request notice in the drawer's Overview tab

Button	What it does	State after
Accept	The opportunity becomes yours and the agent stops.	Human only
Pass to…	Sends the request to another teammate, with the same reason and summary.	Human requested
Return to AI	Removes the assignment. The agent runs the case again and can ask for a person again if needed.	AI only

Return to AI does not make the agent write to the client. The agent picks the case up again when the client writes, or when an automated follow-up that is already scheduled comes due. Automated follow-ups whose time passed while a person had the case are skipped, not sent late. Later steps run on their normal schedule. If the client is waiting for an answer, send it yourself before you return the case.

The request also appears in the Pending list on the Dashboard. Select it to open a side panel with the reason, the summary and the Accept and Pass to… buttons. Accepting opens the opportunity. Return to AI is only in the drawer and the Inbox, where you can see the conversation. The History tab keeps the outcome: Accepted or Returned to AI.

Pending list with the request selected and its side panel showing the summary, the reason and the Accept and Pass to buttons — The same request in the Pending list

Change ownership by hand

The Assignee field, under Details in the drawer and in the Inbox, shows the name and the state, or AI only when nobody is assigned. Open it to change ownership without waiting for an escalation.

Assignee field menu with the options AI only, two team members and Collaboration — The Assignee field of an opportunity in Human only

Option	From	Result
AI only	Any state	Nobody assigned. The agent runs the case.
A teammate	AI only	Collaboration with that person
A teammate	Human only or Collaboration	Changes the person and keeps the state
Take over	AI only	Human only, with you as the owner
Human only	Collaboration	The agent stops
Collaboration	Human only	The agent works alongside the assigned person again

While a request is open, you cannot change the Assignee field. Use the buttons on the notice.

On the board, the list and the activity

Board: cards with an assigned person or an open request show the state and the avatar. Cards in AI only show a robot icon. Human requested appears in amber.
Filters: Ownership filters by state and Assignee by person. Choose AI only in Assignee to see the opportunities with nobody assigned.
List: the Ownership and Assignee columns show the same.
Activity: every change is recorded, for example Escalation sent to…, Handoff accepted, Handoff passed on, Human only enabled, Collaboration enabled, Returned to the assistant and Owner assigned.

Three board cards with the states Human requested, Collaboration and Human only — Cards with their ownership state

Ownership filter open with Human requested, Human only and Collaboration checked — The Ownership filter

Notices

The person who is asked gets a notice in the app, by email and on Slack as soon as the request is made. If nobody answers, Juryo reminds them after 15 minutes and after 1 hour. Every morning at 09:00 (Madrid time) each person gets one summary of their requests that have waited more than an hour. The first notice and the two reminders do not follow your Notifications settings, because a client is waiting. The 09:00 summary does follow them. You can turn it off there.

Pause the agent when a person is assigned, in the general settings, is a different rule. It applies to tickets, not to opportunities.

Appointments and outcomes

Calendar bookings appear automatically in the Appointments tab. When a meeting time passes, the card asks How did the meeting go? — Held, No-show or Cancelled.

Bulk actions

Select several cards to Move stage, Add tag or Archive at once.

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Daily work

Channels

AI

Settings

Opportunities

The stages

How cards move

The opportunity drawer