| New enquiry source | Channel, date/time, matter type, jurisdiction/location note, responsible intake owner | Enquiries split across phone, web form, email and WhatsApp with no single owner | Confirm minimum fields before any conflict search | Intake coordinator or designated attorney | guaranteed lead capture or client growth |
| Conflict-check minimums | Names needed for firm-approved conflict process, relationship role, opposing/related party fields, matter category | Missing related-party names or matter context delays attorney review | Route incomplete conflict packets to a human before consultation confirmation | Conflict-check owner | legal/ethics clearance guaranteed |
| Sensitive-detail control | Which facts should not be collected in public forms or unmanaged chat | Prospects over-share facts before scope, conflict or confidentiality boundaries are clear | Use approved wording and stop-rules before automation asks follow-up questions | Firm owner or compliance/ethics reviewer | privilege or confidentiality guaranteed |
| Consultation scheduling | Conflict status, attorney availability, consultation type, confirmation status, reminder owner | Appointments are booked before conflict status or consultation scope is ready | Only schedule under the firm-approved rule | Scheduling owner | booked consultations guaranteed |
| Retainer follow-up | Proposal/engagement status, last touch, pending document, payment/admin next step, follow-up date | Warm prospects stall after consult because follow-up ownership is unclear | Separate admin follow-up from legal advice and payment decisions | Matter intake owner | retainer conversion or revenue guaranteed |
| No-fit / referral path | Decline reason category, approved wording, referral/non-engagement handoff note, record-retention owner | No-fit enquiries remain open and create response risk | Use firm-approved non-engagement or referral language only | Attorney reviewer | legal outcome or referral quality guaranteed |
| Daily owner dashboard | Open enquiries, incomplete conflict packets, awaiting attorney review, scheduled consultations, stale follow-ups | Owner cannot see which intake queue is leaking | Review daily before expanding automation or AI receptionist coverage | Firm owner/operations lead | automation performance, SLA, savings or ROI achieved |
| External claims review | Which claims can be made publicly and which require real evidence or professional review | Marketing copy overstates legal tech impact or firm results | Block claims that imply client results, rankings, ethics clearance or guaranteed growth | Firm owner | ranking, demand, client, revenue or case outcome claim |