Law firms

The call that came in while you were in a hearing.

A small firm’s intake problem is not volume, it is timing. The call arrives while the only person who could take it is in court, and a potential client who reaches voicemail on the first attempt usually does not make a second one.

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Web chat, the channel shown here

Voice

SMS

Thornwick Dental

Front desk

Thornwick Dental, this is the front desk. What can I help you with?

On the phone

There is no number to dial here.

Voice is a real channel and a customer gets it on their own number. We have not put a public one on this page, so the chat is what there is to try: the same agent, the same knowledge, the same limits. Ask us on a call and we will demonstrate the voice side live.

The calls that go missing

Intake is a timing problem, not a volume one.

A first-time caller who found you through a search and is calling the top three results in order.
An existing client with a procedural question, who will otherwise leave three messages and an email.
An after-hours enquiry, which in several practice areas is when people finally have the privacy to make the call.

What your callers ask

What a first-time caller asks a firm.

These are the words people use on the phone, not a paraphrase of them. An agent that answers a paraphrase is answering somebody else’s call.

Do you handle this kind of case?
What do you charge for a consultation?
How long does something like this usually take?
What should I bring to a first meeting?
Can someone call me back today?
Is what I tell you confidential?

The first thing you will ask

It cannot be seen to give legal advice, and it must not create a conflict.

The agent does not give advice of any kind and is configured to say so plainly rather than skate near it. On this site it is doing intake: what kind of matter, how to reach you, when you are free. It is not screening conflicts and we would not have it try; that is a judgement your firm makes with the facts in front of it, and every conversation arrives as a readable transcript so the person making it can see exactly what was said before anyone called back.

Try to get advice out of the agent below. What it does instead of answering is the entire question for a firm, and it takes about thirty seconds to find out.

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Questions

What partners ask before it touches intake.

Does it give legal advice?

No, and it says so rather than hedging. It is configured to decline anything that would be advice and to move the caller toward a conversation with a lawyer.

Does an agent conversation create a relationship with a client?

That is a determination for your firm, not for us, which is why the agent explicitly does not accept a matter, does not advise, and produces a transcript your intake process can read before anyone commits to anything.

Who can read what a caller said?

You can, in the console. The transcript is text, it is scoped to your firm, and it is not used to train anything for anyone else.

Use it, then bring us what it got wrong.

The most useful call we can have is with someone who has already found the edge of this thing in their own category.

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