A client messages at 9pm asking about the next step. The agent looks up the matter, replies with the date or stage recorded in the file, and says what the client needs to do next. If the answer is not in the file, it says so and passes the question to the right person with the context attached.
Document requests work the same way. The agent asks for the item, explains what it is for, sends a secure upload link and reminds the client if nothing arrives. Your team can see what has been received without having to chase it.
The agent explains status. It does not predict outcomes, comment on strategy or answer questions about legal rights. Those go to a lawyer, and the client is told that someone will reply. You decide which topics always trigger a hand-off, and we build that list with you before launch.
Tone is part of the setup. Some firms want formal replies, others prefer warm and brief. We write sample answers with you and test them on real past questions. If a reply sounds unlike your firm, we change the wording before any client sees it.
Look at how many status calls still reach your paralegals, how long document requests stay open and how often clients are handed to a person. A high hand-off rate in the first weeks is normal. It shows you where the agent needs better file notes or clearer policies.
On your website, SMS, WhatsApp, Instagram and Facebook Messenger, all from one agent.