Give every intake question a purpose.
Help prospective clients explain what happened while gathering the information your lawyers need to review the matter.
Build the conversation around your practice.
Agree the matter types you want handled and the questions for each one. Capture the prospective client, the parties involved, the circumstances and the outcome they are seeking.
When a person cannot provide an answer, record the gap for review. Your team should be able to distinguish information the person supplied from information that still needs checking.
Keep the next step clear.
Finish with the next step your firm has approved for that situation. A matter may need legal review before a consultation is offered; another may need further information. The conversation reflects that distinction.
Review the handover with the conversation.
Agree the summary fields and how your team receives them. Where recording or transcription is included, agree the settings and access arrangements as part of the setup.
Use voice intake around the clock for the matter types in scope, with an agreed process for urgent requests and questions outside the agent’s role.