For small firms, intake is where cases are won or lost before any legal work starts. A clear process means faster responses, cleaner conflict checks and fewer lost prospects.
1. First contact
Respond quickly to every enquiry, by phone, form or chat. Collect the basics: name, contact details, type of matter, key dates and the other parties involved.
2. Conflict check
Run every party name against your client and matter records before the consultation. Record the result.
3. Qualify the matter
Is it a practice area you handle? Are there urgent deadlines? Note anything time-sensitive for an attorney right away.
4. Book the consultation
Offer specific times, confirm by email, and send what to bring.
5. Engagement
After the consultation, send the engagement letter and fee terms promptly, and track signatures.
6. Follow up
Prospects who don't book or sign get one or two polite follow-ups.
Where AI helps, and where it must not
An AI assistant can collect intake facts on your website, prepare conflict-check lists, book consultations and draft follow-ups. It must not give legal advice to prospects, and attorneys must supervise its work and protect client confidentiality, consistent with bar guidance such as ABA Formal Opinion 512 on generative AI.
A sample intake checklist
- Prospective client's full name and contact details
- How they heard about the firm
- Type of matter and a short description in their words
- Names of opposing and related parties for the conflict check
- Key dates and any deadlines they know about
- Whether they have spoken with other counsel
- Preferred consultation times
Measure your intake
Track how many enquiries you receive, how quickly you respond, how many book a consultation and how many sign. Small improvements in response time and follow-up often matter more than more advertising.
Protect confidentiality from the first message
Tell prospects what not to send before a conflict check, keep intake records access-limited, and choose tools that keep client information under the firm's control. Your attorneys should approve the intake wording and any automated responses.
Questions
Can a chatbot do client intake for a law firm?
It can collect facts and book consultations, as long as it gives only general information, never legal advice, and attorneys supervise the process.
How fast should a law firm respond to new enquiries?
As fast as you reasonably can. Prospects often contact several firms, so the first clear response has an advantage.