The short answer
A voice agent at a law firm can collect basic information about a caller's matter, confirm contact details, and schedule an initial consultation, but it should not assess the case or give legal advice. The scope of questions and intake qualification is set by the firm according to its own client acceptance rules. Every inquiry is passed to a lawyer or staff member for further review.
Which calls reach a law firm
New clients usually call with a general description of their matter, a question about consultation availability, or a question about the cost of a first meeting. Some calls come from existing clients asking about case status, which needs different handling than a new matter intake. Separating these two groups already at first contact lets the call route to the right person and avoids mixing new client intake with ongoing case support.
What the agent can collect and should not assess
The agent can ask about the general category of the matter, such as family, probate, or business, contact details, and a preferred callback time. It should not, however, assess the merits of the case, suggest a course of action, or provide any information that could be read as legal advice. Evaluating the matter and deciding whether to take on the client remains solely with the firm's lawyers, with the agent acting as an intake step rather than an advisor.
Apply the workflow to your industry
AI receptionist for law firmsConfidentiality of information shared by phone
Information a caller shares at first contact can be sensitive, so the firm should decide what data the agent can collect, how long it is retained, and who can access it. It helps to limit questions to the minimum needed to route the inquiry to the right lawyer, rather than asking for a detailed description of the matter during the first call. Confidentiality and retention rules are set by the firm according to its own procedures.
How we deploy this with Callivera
At Callivera the process starts with an inquiry form, after which we discuss with the firm the scope of questions the agent can ask and the rules for routing inquiries to specific lawyers. We prepare the agent under the Recepcjonista AI plan at 149 EUR per month, including 300 minutes of calls with each additional minute billed at 0.39 EUR, test scenarios before launch on real calls, and deploy only after the firm's approval.
Want this in your business without the setup work?
We prepare the AI agent on your knowledge, test it and launch after approval. AI Receptionist from €149/month.
Send an inquiryHow to evaluate intake handling
After launch, check how many new client inquiries were correctly logged and routed, and whether lawyers receive enough information for a prompt callback. The firm should regularly review a sample of calls to make sure the agent stays within the agreed question scope and does not make statements that could be taken as legal advice.
Your action checklist
- Separate new client intake from existing client questions.
- Define a closed set of questions without case assessment.
- Set confidentiality rules for collected information.
- Route inquiries to a specific lawyer with a callback time.
- Regularly review calls for scope compliance.
Sources and scope
Editorial guidance, not legal or medical advice. Examples are illustrative; outcomes and integrations require verification.