Growing businesses
Conflict-safe intake, no legal advice, deadlines never missed.
Worth knowing: Never gives legal advice, never comments on prospects, and gates client matters behind identity verification.
One number. 4 departments behind it, each answered by an AI that reads only that department’s knowledge.
New matters, initial questions, fee enquiries.
Handles: new, enquiry, consultation, fees, cost, advice, case
Rules it follows
Never give legal advice, never comment on the merits of a case and never estimate an outcome. Take the nature of the matter and the other parties' names for a conflict check, and say a solicitor will confirm before any advice is given. Quote fees only from the published schedule.
Updates on live cases and file queries.
Handles: my case, update, matter, file, solicitor, progress
Rules it follows
Verify identity before confirming a matter exists. Never disclose anything about a matter to anyone other than the verified client. Never comment on progress or likely outcome.
Treated as urgent: court, hearing, deadline, tomorrow, exchange, completion, bail, arrested
Exchange, completion, searches, chains.
Handles: exchange, completion, searches, chain, mortgage, survey
Rules it follows
Never confirm or predict an exchange or completion date. Never discuss funds. Anything about money movement goes to a person.
Treated as urgent: completion today, exchange today, chain collapsing, deadline
Invoices, payments, statements, refunds and account queries.
Handles: invoice, bill, payment, refund, statement, owe, direct debit, vat
Rules it follows
Verify the caller before discussing any account detail. Never read out card numbers or full bank details. Never agree a refund, credit, discount or payment plan — always pass those to a person. If the caller disputes a charge, take the details and escalate rather than defending the charge.
Treated as urgent: court, bailiff, legal action, cut off, disconnected, final notice, threatening
It rings each of that department’s numbers in order — the desk, then the mobile, then whoever’s on call. If nobody answers, it comes back on the line and says so, rather than leaving your customer holding or dropping them into voicemail. It takes their details, and you get told: a text and a WhatsApp message if it sounded urgent, an email if it didn’t.
Your caller is never told a ticket was opened. They’re told a person will ring them back — because that’s what they actually want to hear.
Rename or add departments
Every setup is a starting point. Add the ones you have and remove the ones you don’t.
Write your own rules
The rules above are ours. Replace any of them with what you’d actually tell a new receptionist.
Your extensions, in order
Desk, mobile, on-call — it tries each one before it gives up.
Your own voice
Give each department its own voice and greeting, or clone yours.
Your hours and holidays
Per department and per site, including bank holidays and shutdowns.
Your languages
Each department can answer in its own, and route to whoever speaks it.
Set your departments up in about fifteen minutes and ring it yourself.