Call center for law firms: what an AI intake line can take on

Can someone else at the firm have their own sign-in?

Not yet: each firm has one sign-in, the owner's.

Others can still hear about every call. In Settings, list up to three addresses for call alerts, for example yours and whoever answers the phone. The alert carries the caller's details and what they told the agent; the recording and transcript stay behind the sign-in.

This answer on the help page

How do I connect or reconnect Clio? What does Clio get?

From "Connect Clio" in your setup. Once connected, the agent checks the caller's name — and the other side's name or company, if the caller knows it — against your own Clio contacts and matters, while the caller is still on the line.

A match on the other side stops the intake there when it is a Clio contact marked as a client, the client on a matching matter, or an earlier caller whose details Intake Gateway sent to your Clio in the last 13 months — and tells the caller someone from your office will follow up, without saying why. Any other match on the other side (a business you once sued, a witness, a shared name) is flagged in your email and on the call record, and the intake continues. A match on the caller alone (a returning client, a common name) just gets flagged to you and the intake continues normally. This is not your firm's conflict check — it's a deliberately conservative name match meant to catch the obvious case in the first ninety seconds, not replace your own review. It reads each matter's one client, not its other people: a co-client you hold in Clio as a relationship on a matter, rather than as the matter's client or a contact marked as a client, is only flagged, and the intake continues.

What it reads: your contacts and matters, by name and phone number. What it writes: one contact per completed intake, of any injury type — a caller's name, phone, email, and mailing address if given — linked to an existing contact rather than duplicated if the caller is already in your Clio. It never creates or touches a matter.

You can disconnect any time from the same setup step or from Clio itself. If Clio is unreachable, the write waits and retries for about two days, backing off as it goes, and is never sent twice; if it's still down after that, the write is recorded as failed rather than retried forever.

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We don't use Clio. Does it work with MyCase, Filevine, Litify or another system?

Clio is the only case-management system we connect to directly. Everything else still works without it: the agent answers, runs the intake, books or requests a consultation or promises a callback, and emails you after every call except one we're confident is spam.

For any other system, turn on the webhook in Settings: after every call except one marked as spam we send the caller's details and the intake to an address you choose, and a Zapier "Catch Hook" address can pass them on to most case-management systems and spreadsheets (the help answer on Zapier and your own system has the steps). The email carries the same details, so you can also copy them in by hand; some systems can create a lead from an email forwarded to an address they give you.

Without Clio, the agent does not check callers against your existing clients and matters, and each email tells you to run your own conflict check before you contact the caller.

This answer on the help page

A real caller was blocked as spam — how do I unblock a number?

Go to Blocked numbers in your dashboard — it lists every number our filter has screened out or flagged, including ones that never reached a call record.

Find the number and select "Not spam"; we'll stop screening it out for both calls that answer and calls we'd otherwise decline before the agent picks up. This can be undone the same way.

This option is available only to your firm's owner account.

This answer on the help page