The agent answers calls and chats around the clock, asks the screening questions you use today and books a consultation while the caller is engaged. Your intake lead reviews summaries each morning. A lawyer decides whether to take a case, and the agent says nothing about liability or likely value. Callers who mention a limitation problem or a serious injury reach a named person at once.
Once a matter is open, clients want updates. The client chat agent answers from the file: the next step, the next date and which documents are still needed. Questions about settlement, medical opinions or strategy are passed to the lawyer, with the client told that a person will reply.
Review how many enquiries arrived out of hours, how many became consultations and how often staff corrected the intake record. Listen to a sample of calls with your intake lead. Adjust the script where callers hesitate. We run a day-30 review with you to decide what changes next.
Think about hand-offs inside the firm. Decide who reads the overnight summaries, who calls back urgent cases and what happens at weekends. The agent can only route to someone if the rota is clear. Writing that down is often the most useful part of the project.