A client-intake bot that filters enquiries before the fee-earner picks up.
~12 hrs down to ~2 hrs
Paralegal triage time each week, now spent on exception review
90%+
Of qualified enquiries get a fee-earner reply inside one working hour
<1 min
For a structured holding reply, at any hour
The brief
The firm is a nine-person solicitor practice running immigration, conveyancing and small-business employment work. It was receiving 60–80 enquiries a week across the website contact form, a WhatsApp Business number on the homepage, and inbound email. Each one had to be read, classified by practice area, conflict-checked at a basic level, and assigned to a fee-earner.
Triage was eating roughly twelve hours a week of paralegal time before any matter reached billable hands. Out-of-hours enquiries, which matter a great deal in immigration work, were dropping into the Monday queue cold.
The build
A multi-channel intake layer sitting in front of the firm's existing matter manager (Clio). A website widget, a WhatsApp Business webhook and an inbound-email parser all feed a single intake engine, which routes each enquiry through a qualification flow for its practice area.
The flow runs a basic conflict pre-check against the Clio contact graph, captures the structured fields a fee-earner actually needs (matter type, opposing party, jurisdiction, urgency, source of referral), and writes a triaged matter record straight into Clio with a draft first reply. Out of hours, the bot sends a holding message and books a callback slot. The firm's response window for new enquiries went from “next working day” to under an hour for 90%+ of qualified leads.
Stack
What changed
- Paralegal triage time dropped from ~12 hrs/week to ~2 hrs/week of exception review.
- Out-of-hours capture rate increased materially. Every enquiry gets a structured holding response within the minute.
- Fee-earner first response inside one working hour for 90%+ of qualified enquiries.
- Conflicts are pre-flagged at intake, before a fee-earner ever opens the file.
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