Managing Your Accepted Cases (Never Expire Unless Hidden)
Quick Answer
Once you click "I'll Take It" on a pro bono opportunity, the case moves to your "Accepted" tab and remains there permanently with full contact details accessible forever - unless you choose to hide it. Unlike unaccepted opportunities that expire after 60 days, accepted cases never expire and serve as your permanent pro bono record.
How Accepted Cases Work
The Permanent Record
When you accept a pro bono case:
It immediately moves from "New" to "Accepted" tab
Full contact information becomes visible
Case details remain accessible forever
Creates a permanent record of your commitment
Never automatically expires or disappears
This design helps you maintain records for compliance, reporting, and relationship management.
What Information Is Preserved
Client Details:
Full name and contact information
Email address and phone number
Preferred contact method
Best times to reach
Case Information:
Complete situation description
Timeline and urgency level
Service needs specified
Language preferences
Location details
Original submission date
Your Record:
Date you accepted the case
Which listing matched
Source publication
Lead ID for reference
Managing Your Accepted Cases
Organization Methods
The Accepted Tab Shows:
All cases in reverse chronological order
Search functionality for finding specific cases
Filter options by date, location, or type
No limit on number of accepted cases
Clear visual organization
Best Practices:
Review accepted cases regularly
Export important information to your CRM
Document case progress externally
Use for compliance reporting
Hiding Accepted Cases
When to Hide:
Case completed and documented elsewhere
Client no longer needs services
Declutter your active view
Focus on current cases
How to Hide:
Go to Accepted tab
Find the specific case
Click "Hide" option
Case moves to Hidden tab
Important: Hidden cases CAN be restored, but follow the same 60-day rule as other hidden items.
The Hidden Tab Rules
For Hidden Accepted Cases:
Can be restored within 60 days of original review date
After 60 days, permanently removed
Cannot be recovered after expiration
Hiding doesn't stop the 60-day clock
Strategy: Only hide cases you've fully documented elsewhere, as they may become permanently inaccessible.
Difference from Unaccepted Cases
Unaccepted Pro Bono Opportunities
60-Day Expiration:
Start from Heritage Web's review completion
Disappear if not accepted
Cannot be recovered after expiration
Same timeline for all matched professionals
Accepted Cases
No Expiration:
Remain accessible indefinitely
Permanent part of your record
Can be referenced years later
Only removed if you hide them
Using Accepted Cases for Compliance
Professional Requirements
Many professions require pro bono tracking:
Bar associations (lawyers)
Medical boards (doctors)
Professional organizations
Grant reporting
Tax documentation
Current Tracking Features
Available Now:
Date accepted record
Case details preservation
Export capabilities
Manual documentation
Coming in 2025:
Completion tracking
Automated hours calculation
Success metrics
Direct reporting integration
Creating Your Own Records
Until automated features arrive:
Export case details when accepted
Create spreadsheet with:
Client name
Date accepted
Services provided
Hours spent
Outcome achieved
Update regularly
Use for annual reporting
Team Member Access
How Team Members See Accepted Cases
Team Member Views:
See all owner's accepted cases
Access based on role permissions
Cannot hide owner's cases
Can view contact details (role dependent)
Important: When team member accepts a case, it counts against the OWNER's limit and appears in the owner's Accepted tab.
Managing Firm-Wide Pro Bono
For Multiple Attorneys:
Each attorney needs own Profile listing
Each has individual Accepted tab
Central tracking requires manual compilation
Consider enterprise solution for consolidated view
Strategic Case Management
For Free Accounts (3/month limit)
Maximize Your Impact:
Carefully review before accepting
Only accept cases you'll definitely handle
Remember they remain visible forever
Use Accepted tab for follow-up
For Sponsor Accounts (Unlimited)
Volume Management:
Accept appropriate cases freely
Use Accepted tab as case pipeline
Hide completed cases monthly
Export for record-keeping
Preventing Overload
Warning Signs:
Accepted tab becoming unwieldy
Too many open cases
Difficulty tracking progress
Client follow-up delays
Solutions:
Regular case review sessions
Hide completed work
Better external tracking
Team member assistance
Best Practices
Weekly Review Process
Check Accepted tab every week
Follow up on pending cases
Document progress externally
Hide fully completed cases
Update your tracking spreadsheet
Client Communication
Initial Contact:
Reach out within 24 hours of accepting
Reference pro bono nature
Set clear expectations
Establish communication preferences
Ongoing Management:
Regular status updates
Clear scope boundaries
Professional service delivery
Proper case closure
Record Retention
Maintain Records Of:
All accepted cases
Services provided
Hours invested
Outcomes achieved
Client feedback
For How Long:
Professional requirements vary
Typically 3-7 years
Check your industry standards
Keep Heritage Web records as backup
Common Issues and Solutions
"I Can't Find an Old Case"
Check These Places:
Accepted tab (search function)
Hidden tab (if hidden)
Email confirmations
External records
If Still Missing:
May have been hidden beyond 60 days
Check your external documentation
Contact support with Lead ID if available
"Too Many Cases in Accepted Tab"
Solutions:
Hide completed cases
Export to external system
Create better organization
Use search and filters effectively
"Accidentally Hid an Active Case"
Recovery Process:
Go to Hidden tab
Find the case
Click "Unhide"
Returns to Accepted tab
Must do within 60 days
FAQs
Q: Can I delete accepted cases instead of hiding them? A: No. You can only hide cases, not delete them. Hidden cases expire after 60 days from the original review date.
Q: Do accepted cases count toward any limit? A: No. Once accepted, they don't count against your monthly limit. Only the initial acceptance counts.
Q: Can I transfer an accepted case to another attorney? A: Not through the Heritage Web system. You would need to coordinate directly with the client and other attorney.
Q: Will Heritage Web track if I complete the case? A: Not currently, but completion tracking is coming in 2025. For now, track completion in your own records.
Q: Can I un-accept a case? A: No. Once accepted, you cannot reverse it. The case remains in your Accepted tab unless hidden.
Next Steps
Review your current Accepted cases
Create an external tracking system
Set up regular review schedule
Hide completed cases appropriately
Export important information
Prepare for 2025 completion tracking features