Designed change
The intended handover would preserve reviewed enquiry information and make additional questions explicit when a matter is opened.
Illustrative scenario combining common practice needs. Software shown is a suggested stack.
Agree what belongs at the first step
The proposed intake would collect the information needed to understand the request and arrange the next step. The team would map which answers belong in the matter record, which need checking and which should remain restricted. Questions that require legal judgement would go to the appropriate person.
Design the receiving side too
Before any transfer is enabled, the practice would test the field mapping and the receiving workflow with sample enquiries. Staff would review the information at handover and identify what is still needed. The design would make corrections visible so an early mistake is not silently carried through every later document.
The practical lesson
Design the first form and the receiving matter record as parts of the same conversation.