After-hours intake for personal-injury firms

How do I forward my office line to Intake Gateway?

You keep your own phone number — nothing changes for the people calling you. Once you're signed in, the phone-line step of setup gives you a second, private number that belongs to your account, then shows the star codes to forward your own line to it.

Codes differ by carrier and by plan, so that step links each carrier's own instructions and gives you a quick way to check the forwarding took.

The phone-line step starts with nights and weekends: forward only after hours, only the calls you don't answer, or every call. Forwarding only after hours or only unanswered calls means you keep answering the calls you already do — that step lays out each way.

This answer on the help page

What does a caller hear about recording? Can I change it?

Every call opens with the same fixed disclosure — an AI assistant, not an attorney, is speaking; the call is recorded and transcribed; talking to it doesn't make the caller a client yet; and they're welcome to hang up if they'd rather not be recorded. The only things that change between firms are your firm's own name being spoken in it, and, if you've switched Spanish on, one added sentence at the end offering Spanish.

This isn't customizable, on purpose — it's the same legal disclosure, worded the same way, for every firm and every state we operate in. It's public on our product page if you'd like the exact wording.

This answer on the help page

How do I turn on Spanish?

On "Your agent's rules," under Language — "Offer Spanish to every caller." It's off by default; that's entirely your call, since it only makes sense to turn on if someone at your firm can actually follow up with a Spanish-speaking client.

Once it's on, the agent adds one Spanish sentence right after the recording disclosure and, for anyone who takes it up, runs the whole intake in Spanish — including a full, separate recording disclosure in Spanish, since someone who didn't follow the English one hasn't really consented by hearing it.

With Spanish off, a caller who can't go on in English hears one sentence in Spanish saying this line can only help them in English and that the office will get their number, and the call ends. No intake is taken in a language they didn't understand, and you still get the email with their number.

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Can the agent quote our fee or give callers legal advice?

No, never, on either count — that's a hard rule, not a setting. The agent never gives legal advice or predicts an outcome.

On fees, it will say only the exact sentence you write for it on "Your agent's rules," nothing more — it never quotes a percentage, estimates what a case is worth, or improvises if you leave that field blank (it falls back to saying only that the attorney will explain the arrangement).

On a call in Spanish, that sentence is withheld entirely — not translated, and not said in English either. Asked about cost, a Spanish-speaking caller instead hears only that the attorney goes over fees with them directly.

This answer on the help page

If your calls stop being answered

We watch every call we let through to your agent. When at least two calls to your Intake Gateway number, ten or more minutes apart within one hour, go unanswered, and our voice provider's own records show it failing at least two of those calls, we try to email you (at the addresses in Settings, or your sign-in email if you set none) and your dashboard shows a red notice. The problem is on our side, not yours. That email is a courtesy, not a guarantee: it can be late, it can miss a problem, and it may never be sent, so do not rely on it alone.

What this cannot catch quickly: it needs calls to notice anything, so on a quiet line it can take hours before two calls arrive; it notices only calls that reach us; and callers who hang up before they are connected are not counted as a failure. If our voice provider stops passing calls to us at all, you may not get this email; we are alerted when it stops answering our own checks, and that alert comes to us, not to you; if we confirm a failure like that, we may send you the same email ourselves. If a caller tells you they got no answer, check your own line by calling your Intake Gateway number directly.

What to do until it is fixed:

• Point your call forwarding at your transfer phone — the number you gave for urgent calls — instead of your Intake Gateway number. Use the same forwarding steps as at setup, with your transfer phone's number in place of the Intake Gateway number. Your callers then reach you directly.
• Or turn forwarding off, so your office line rings as it did before you had us.
• Never forward to your own office number: it forwards to us, so the call would come straight back.
• Call back the people on the dashboard's list of callers who got no answer. Call them back soon: the list is kept only for a short time, and we never had a recording or transcript of those calls, because nobody answered them.

We try to email you again once it is fixed: after a call to your line is answered, we wait 30 minutes to be sure it holds, then two more hours in case it fails again, so a brief recovery does not send you back and forth. Meanwhile your dashboard says calls are being answered again; keep your forwarding as it is until the email arrives or you have checked for yourself. You can check at any time by calling your Intake Gateway number directly: if your agent answers, it is working again, and that call tells us so too.

When that email arrives, or your own call to your Intake Gateway number is answered, point your forwarding back at your Intake Gateway number and place one test call to your office number from a phone that is not on your list of your own numbers.

This answer on the help page