Creating your first case

A case is one record for one deceased person, and everything else hangs off it: the family, the services, the documents, the email. Getting the first few fields right takes two minutes and saves a great deal later, because almost everything Lethra does automatically is driven by what is on this record.

Open Clients and create a new one.

The fields

Only two fields are required. Everything else can be filled in as you learn it, and most of it you will not know during the first phone call.

Deceased Information

Field	Required	Notes
First Name	Yes
Last Name	Yes
Date of Birth	No
Date of Death	No	Drives deadlines, so add it as soon as you know it.
Place of Death	No	The hospital, home or care facility.
National Register Number	No	The national identification number. Needed for most official paperwork.

Case Status

Where the case stands. It defaults to First Call, which is almost always right for a new record. The full list of stages and what each one means is in What Lethra is.

Primary Contact (Next of Kin)

The one person you will actually deal with. Name, their relation to the deceased (spouse, son, daughter), phone and email.

The email address matters more than the rest. It is the address the family portal invite goes to, and the address the agent writes to. A case with no contact email is a case where Lethra cannot help you with correspondence.

You are not limited to one person. Once the case exists you can add more contacts and mark any one of them as primary, which is worth doing when a family has two siblings who both want to be kept informed.

What the agent needs

The agent works from what is on the record. It is not guessing, and it will not invent facts. In practice it becomes useful once it has:

The contact’s name and email. Without these it cannot write to anyone.
The date of death. Most deadlines are counted from it.
The family’s language, so it writes to them in the right one.
The service type, once decided, so it knows what it is arranging around.

You do not have to fill these in before you start. The agent simply does more as the record fills out.

The six tabs

Once a case is open, its work is split across tabs.

Tab	What lives there
Overview	The core record: the deceased’s details, the contacts, the status.
Services & Tasks	What is being arranged and everything still to do.
Documents	Files gathered and generated for this case.
Notes	Internal notes, including from meetings.
Agent	What the agent has noticed, and what it suggests next.
Assistant	Ask questions about this specific case.

Most of your day is the Overview and Services & Tasks tabs.

Services

A service is a thing that happens at a time and a place: Burial, Cremation, Direct Cremation, Memorial Service, Graveside Service, Viewing, Celebration of Life, or Other. A case often has more than one, such as a viewing on the Thursday and a cremation on the Friday.

Services with a date and place are the ones the family sees in their portal, so adding them properly is what saves you the “what time is it again?” phone calls.

Editing later

Nearly every field on the Overview tab can be edited in place: click it, change it, and it saves. You do not need to open a separate edit screen, and there is no save button to hunt for.

Now let the agent pick up the admin: Working with the agent.