Update your firm’s intake script

Start with the current approved script

Send the questions you use today, the practice areas you handle and the handoff you expect. Identify the version and the person authorized to approve changes. Standard onboarding is included; any additional work and its timing are confirmed with your firm.

Choose questions and stopping points

1. Mark which questions are required for first contact and which belong in a later consultation.
2. Define the response when the caller does not know an answer or prefers not to provide it.
3. Specify the route for an existing client, a new inquiry and a request outside your firm’s scope.
4. Approve the wording used when the caller asks for advice or a decision about representation.

Keep legal decisions with your firm

A conflict pre-screen uses the information, sources and review process the firm approves. It does not certify compliance with a professional-conduct rule. A date, keyword or possible name match must not be presented as a legal determination about a claim, a deadline or representation.

Review and test the revision

• Read the changed questions aloud and check that each one asks for a single, understandable answer.
• Test the usual call, an incomplete answer and a request for a person.
• Check the resulting summary and destination against the approved instructions.
• Confirm the release date, responsible reviewer and rollback plan with the team.

Use the practice-area question bank as a draft for your firm’s review.