An AI chatbot for law firms that takes the intake, not the case.

Decide what the agent may and may not say

Start with the content you’d be comfortable reading out at reception: practice area pages, fee guides, office locations and what-to-bring checklists. Add them in Data Sources. Leave out anything client-specific, draft precedents or internal notes. The agent can only answer from what you add, so the source list is your first control.

Then write the rules in the System Prompt. Tell the agent it gives general information only, never comments on someone’s situation, and offers to pass the enquiry to the intake team. Put a short no-advice line in the greeting too. Try the awkward questions in the Playground: “Will I win?”, “Should I sign this?”, “Is my employer allowed to do that?” Adjust the wording until every one gets a polite decline.

Keep intake short and useful

Ask for what your team needs to call back and run a conflict check: name, contact details, matter type and the other party’s name if relevant. Long free-text boxes invite people to share more than they should in a chat. Details are saved in Leads, where you can move each enquiry from New to Contacted, Qualified, Converted or Lost.

Hand off early

Anything urgent, distressing or time-limited should reach a person quickly. Turn on Human Handoff with hours that match when intake staff are actually online, and write an offline message that says when someone will reply. When a teammate claims the chat, AI Summarize gives a three-point recap so the person doesn’t have to repeat a difficult story. Check Unanswered Questions each week to see which general questions your pages don’t yet cover.