Keep initial intake narrow
Early intake should collect enough information for your team to decide the next step, not a complete account of a sensitive matter. Publish accurate practice areas and consultation procedures so the receptionist can answer administrative questions.
A firm must decide what information is appropriate before conflict checks or engagement. An AI conversation is not a conflict-check system, legal assessment or attorney-client agreement.
- Name and preferred callback details.
- Broad type of matter, without inviting unnecessary sensitive detail.
- Relevant jurisdiction or location if the firm needs it.
- Whether the caller is a new inquiry or an existing client.
- A clear statement that consultation requests require the firm's review.
Protect boundaries around advice and deadlines
A caller may ask whether a claim is valid, what a document means or when a filing is due. Those questions require qualified legal review. The receptionist should not estimate a deadline or tell someone what action to take.
Set approved language for urgent inquiries and clarify that leaving a message does not guarantee representation or a response before a deadline. Review privacy, confidentiality and vendor arrangements before using any system for client information.
Evaluate the conversation with firm-specific tests
Use your website to build a demo, then ask about a practice area you handle and one you do not. Ask for legal advice and listen for a boundary rather than a substantive answer.
If you offer bookable introductory consultations, confirm calendar permissions, availability and the distinction between a consultation slot and an accepted matter. CallJive should complement your firm's intake process, not silently redefine it.