Client intake services for law firms

AssistBPO's client intake services for law firms turn a first call or web form into a cleared, complete matter before an attorney spends an hour on it. Callers who meet your criteria are booked for a consultation with the document checklist sent ahead; callers who do not are declined with the wording you approve and, where you allow, pointed to a bar referral service.

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This page Law firms Client intake services for small business

How does client intake work for legal?

Your intake specialist answers each inquiry in your hours, asks the screening questions for the practice area, runs the conflict check against your matter list and adverse party database before any substantive detail is taken, and completes the intake questionnaire in Lawmatics, Clio Grow or your intake form. After the consult, the specialist sends the engagement letter for the attorney's signature and the client's, follows up until it is countersigned, collects the retainer through your payment portal, and opens the matter in Clio or MyCase with every party and custom field filled. Referral sources are recorded so thank-yous and reporting are accurate. The intake specialist is an employee with a backup, works your hours, and reports inquiries, conflicts cleared, consults booked and matters opened each day.

What tasks does client intake cover for law firms?

  • Answer inquiries and screen with practice-area questions
  • Run conflict checks before substantive facts are taken and log the result
  • Complete the intake questionnaire in Lawmatics, Clio Grow or your form
  • Book consultations and send the document checklist ahead
  • Decline non-qualifying inquiries with approved wording and referral options
  • Send engagement letters, chase signatures and collect retainers through your portal
  • Open the matter in Clio or MyCase with every party and field filled
  • Report inquiries, conflicts cleared, consults and matters opened daily

The KPI that matters here

Inquiries reaching a person within five minutes during your hours, and matters opened with a cleared conflict check and a signed engagement letter. The weekly review compares conversion by source.

What rules does client intake follow for legal?

  1. Confidentiality under ABA Model Rule 1.6. Every assistant works under NDA and the confidentiality obligations your state bar extends to nonlawyer staff through ABA Model Rules 1.6 and 5.3, on a managed device with MFA and no local storage. Client files stay in your practice management system, and access runs through your own user accounts so you can revoke it in a minute.
  2. No legal advice, no unauthorized practice. Assistants never give legal advice, interpret a document for a client, set fees or predict outcomes. They do not sign or file anything where a license or attorney signature is required; filings are staged for the attorney to review and submit. Your state's unauthorized practice of law rules, enforced by the state bar or supreme court, draw the line and we stay on the admin side of it.
  3. State bar advertising rules for outreach. Follow-up emails, social posts and any contact with prospective clients follow ABA Model Rules 7.1 to 7.3 and your state bar's advertising rules: no misleading claims, no specialist claims without certification, required disclaimers and the firm's name on every message. There is no live solicitation of strangers; calls go only to people who contacted the firm first, with lawful consent and do-not-call scrubbing.
  4. Trust accounting stays with the firm. Assistants prepare billing entries and invoices but never move money in the IOLTA trust account, issue trust disbursements or reconcile trust ledgers. Trust accounting rules under your state bar remain the attorney's responsibility; we keep the time and billing records that feed them accurate.

Also in use

  • PracticePanther
  • Smokeball
  • NetDocuments

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Frequently asked questions

How does the conflict check work during intake?

Before any substantive detail is taken, the specialist collects the caller's name, the adverse parties and any related businesses, and searches your matter list, contact database and adverse party records in Clio, MyCase or your conflicts spreadsheet. The result is logged on the intake record. A possible hit is escalated to the attorney to clear or decline before the interview continues, so no attorney hears facts from a party the firm cannot represent.

Can intake collect retainers and send engagement letters?

Yes, through your own systems. The engagement letter goes out from your practice management system or e-signature tool for the attorney's signature and the client's, and the specialist follows up until it is countersigned. Retainers are collected through your payment portal or trust deposit link; the specialist never sees full card numbers and never moves trust funds. The matter is opened only once the letter is signed and the retainer is confirmed by your bookkeeper.

What does the intake specialist not do?

Give an opinion on the merits, quote a fee beyond what your published schedule states, promise an outcome, or interpret a document the caller reads out. Those are attorney decisions under your state's unauthorized practice rules. The specialist captures the facts on your questionnaire, notes urgency such as a limitations date the caller mentions, and passes anything that needs a lawyer's judgment to the attorney with the intake record attached.

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