New and existing clients share one line
A prospective client and a client in the middle of a matter need different people.
Law firms
New clients reach intake. Existing clients reach their lawyer.
Callers are matched to their matter in your CRM, and each call and its notes are logged against it.
Where the phones get in the way.
Calls are not tied to a matter
Notes from a call have to be copied into the file by hand.
Each office has its own rules
Recording consent is not the same everywhere, so the message cannot be a single company-wide setting.
How calls flow.
A call arrives
A caller rings the firm’s main line.
New matter
AI receptionist, then Intake queue
Known client
Matched in CRM, then Their lawyer’s line
Afterwards
The call and its notes are logged against the matter.
What gets set up.
What teams set up
- Intake queueNew matters go to an intake queue.
- Matter matchingCallers are matched to their matter in your CRM.
- Direct to the lawyerKnown clients are sent to their lawyer’s line.
- Notes on the matterCalls and notes are logged against the matter.
- Consent per officeThe recording-consent message is set per office.
- Payment-safe recordingRecording pauses while a card number is read out, then resumes on its own.
The products behind it.
Each one runs on the same numbers, routing and customer record.
Contact center
An intake queue for new matters, with routing for known clients.
View contact centerBusiness phone
Consent message per office and sign-in through your identity provider.
View business phoneAI receptionist
Answers first and sends a new matter to intake with its notes.
View ai receptionistHow it runs at Bell & Ortiz LLP.
At Bell & Ortiz LLP, a caller with a new matter goes to the intake queue. A caller who is already a client is matched in the CRM and put through to their lawyer’s line. Either way the call and its notes end up on the matter.
An example with a fictional company.
Pausing call recording for card paymentsOther industries.
Clinics and dental
After-hours triage and callback lists
View clinics and dentalDispatch and logistics
Drivers get through first
View dispatch and logisticsCustomer support
Calls matched to tickets
View customer supportQuestions teams ask before switching.
Not answered here? Send us the question and we will answer it for your own setup.
Contact usIs call recording safe for card payments?
Recording pauses automatically while a payment is taken, so card numbers never reach the recording.
How are callers matched to a matter?
Callers are matched to their matter in your CRM, and calls and notes are logged against it.
Can each office have its own recording-consent message?
Yes. The recording-consent message is set per office.
Talk to the team that will set it up.
You have seen the workspace, the wallboard and the plan. Bring your current call flows and we will walk through them using your own numbers.
- Within one business dayWe reply to book a time that suits your team.
- On the callThirty minutes on your call flows, with someone who has moved systems like yours.
- AfterwardsA written porting plan and pricing for your team size.