Every firm screens enquiries differently. We start with your intake questions: the type of matter, key dates, who is involved and how the caller found you. The agent asks them in order, records the answers and passes the summary to the right person. If a caller does not fit your practice areas, the agent says so politely and can suggest they contact a referral source you choose.
The agent does not give legal advice, assess the strength of a case or discuss fees beyond what you have approved. It does not accept a matter. Those decisions belong to your lawyers. Conflict checks stay with your team too, and the call summary gives them what they need to start. After hours, the agent takes details and flags anything your firm treats as urgent, such as a detention or a looming deadline.
Track how many enquiries come in, how many reach a consultation and how long it takes for a person to follow up on a strong lead. Ask paralegals whether the summaries save them time. If they do not, we change the questions or the layout. Review the first month's calls with a partner, so the tone fits the firm.
Some practice areas are more sensitive than others. Family, criminal and immigration enquiries may involve distressed callers, so the script should be gentle and offer a person quickly. Tell us which areas need extra care, and we write those paths with your lawyers in the room.