Matters – Submit Legal Requests by Email

DiliTrust Matter Management now allows any internal collaborator to submit a legal or contract request simply by sending an email to a dedicated legal inbox — no DiliTrust account required. In-house counsel receive structured, trackable requests directly in Matter Management and can manage all related documents without leaving the platform.

✅ Introduction

Legal teams are often flooded with requests from colleagues via email, chat, or informal messages. With this feature, any employee in your organization can submit a legal request by email — and it automatically appears in Matter Management as a structured request. In-house counsel no longer need to manually re-enter information or chase attachments.

For contract requests in particular, attorneys can save email attachments directly into Matter Management (MM) or the Contract Lifecycle Management module (CLM), and use those documents in follow-up conversations — eliminating duplication and keeping the contract library clean and up to date.

✋ Prerequisites / Getting Started

• Your organization must have a dedicated legal inbox configured in DiliTrust Matter Management.
• Contributors (in-house counsel and legal team members) must have an active DiliTrust contributor account.
• Requesters (internal collaborators) do not need a DiliTrust account — they only need to send an email to the legal inbox.

⭐ Step-by-Step Guide

For Requesters (Business Users)

1. Send an email to your organization's dedicated legal inbox (provided by your legal team).
2. Include a clear subject line describing your request (e.g., "Contract review – Supplier Agreement").
3. Attach any relevant documents directly to the email.
4. Your request will automatically appear in Matter Management for your legal team to process.

For Contributors (Legal Team)

1. Log in to DiliTrust and navigate to Matter Management.
2. Open the request received by email — you will see the requester's message and any attached documents in the e-mail thread.
3. Interact with the requester directly from the request to qualify or clarify the request (you can also attach files to your reply).
4. To save an attachment, click it and choose to save it either in Matter Management (as a Request Document) or in the CLM (Contract Lifecycle Management).
5. Use documents already saved in the request, or linked from CLM, when sending replies to the requester.

How documents flow when you create a matter from a request

An attachment shared in the e-mail thread is only a communication item until you explicitly save it. Where you save it determines whether it will appear in a matter created from the request:

• Documents saved to the request (they appear in the request's Documents tab) are automatically copied into the matter as matter documents when you create a matter from that request.
• Documents saved to CLM from the request are not copied and will not appear in the matter created from the request. The CLM link is available from the request only.

Tip: if you want a document to be available inside the matter, make sure it is saved as a Request Document (in the request's Documents tab) before creating the matter.

✨ Tips & Best Practices

• Communicate the inbox address: Share your legal inbox email with all internal teams so they know exactly where to send requests.
• Standardize email subjects: Encourage requesters to use clear subject lines to make triage faster.
• Save to the request for matter work: If a document needs to be worked on within a matter, save it as a Request Document before creating the matter so it carries over automatically.
• Save contracts to CLM for a single source of truth: For contract lifecycle work, saving to CLM keeps the contract library clean — just remember CLM documents are not copied into matters.
• Use the reply function: Communicate with the requester directly from within the request to keep the full conversation history in one place.

❌ Limitations & Known Constraints

• Only contributors (legal team members with a DiliTrust account) can process and respond to requests.
• Tasks are not automatically created from emailed requests — task creation remains manual.
• The dedicated legal inbox must be configured by your DiliTrust administrator before this feature can be used.
• Only documents saved to the request are copied into a matter created from that request. Documents saved to CLM are not copied and will not be visible in the matter.
• The CLM link currently works from Request → CLM only, not from Matters. A direct Matters ↔ CLM link is planned for a future release.

❓ FAQ

Do requesters need a DiliTrust account?

No. Any internal collaborator can submit a request by simply sending an email to the legal inbox. No DiliTrust login is required.

Where do I find requests submitted by email?

Requests appear directly in Matter Management, in your request inbox.

Can I attach files when replying to a requester?

Yes. When interacting with a requester from within the request, you can attach files to your reply.

Can I save email attachments to both MM and CLM?

Yes. When you open an attachment from an email-based request, you can choose to save it either in Matter Management or directly in CLM.

When I create a matter from a request, will its documents appear in the matter?

It depends on where the document was saved. Documents saved to the request (in its Documents tab) are automatically copied into the matter. Documents saved to CLM are not copied and will not appear in the matter — so save a document to the request itself if you need it inside the matter.

Why can't I see a CLM document inside the matter?

The CLM link is currently available from the request only, not from matters. This is a known technical limitation. A direct link between Matters and CLM is planned for a future release. In the meantime, save the document to the request before creating the matter, or add it to the matter's Documents tab manually.