Law firm call intake
The Conflict-Check Boundary in a Law Firm's New-Caller Intake
Show virtual assistants how to gather names for a law firm conflict check without implying representation, advice, or acceptance of a matter.
Explain the purpose before asking for names
A conflict check is an internal review, not a promise that the firm will take the matter. Tell the caller that the firm needs limited identifying information before an attorney or authorized staff member can review the inquiry. Use the firm's exact disclaimer if one is provided.
Collect the prospective client's name and the names of other people or organizations the firm requires for screening. Do not invite a long account of confidential facts before the check. If the caller begins sharing details, politely return to the approved questions.
Avoid conclusions about the matter
The assistant should not say the caller has a case, give a deadline, interpret a document, or suggest what the person should do. Record the general matter type in the firm's allowed categories and the best callback method. A legal deadline mentioned by the caller should be captured in their own words and marked for prompt review, not confirmed.
Say that the firm will review the information and decide whether it can discuss the matter. Avoid phrases such as "our client" or "your attorney" before the firm has established a relationship.
Restrict and route the record
Send the intake only to the firm's named conflict-check owner. Broad inboxes and informal messages expose names to people who do not need them. If the system finds a possible match, the assistant should not reveal it to the caller. The firm decides the response.
Track whether the inquiry is awaiting review, cleared for consultation scheduling, declined, or needs more identifying detail. Keep the status separate from the merits of the caller's situation.