Implementation guide · Custom Customer Systems
A prospective client reaches the firm during a stressful family transition and may mention urgent dates, opposing parties, safety concerns, or sensitive facts. Intake must prepare a responsible legal review without creating advice, representation, or an attorney-client relationship. This guide isolates how ai concierge should behave at that moment rather than treating the entire operation as one automation project. Hold a calm, bounded written conversation that answers approved questions, gathers useful context, and hands the customer to the right person or next step. For this family-law firm, the job must use the practice or firm's approved language, records, ownership, and professional boundaries.
Return to the governed library parentA prospective client reaches the firm during a stressful family transition and may mention urgent dates, opposing parties, safety concerns, or sensitive facts. Intake must prepare a responsible legal review without creating advice, representation, or an attorney-client relationship. This guide isolates how ai concierge should behave at that moment rather than treating the entire operation as one automation project.
Hold a calm, bounded written conversation that answers approved questions, gathers useful context, and hands the customer to the right person or next step. For this family-law firm, the job must use the practice or firm's approved language, records, ownership, and professional boundaries. Lawyers and authorized firm staff retain conflict decisions, legal judgment, advice, deadlines, matter fit, representation, scope, and acceptance. The configured system may collect approved intake context and coordinate a consultation but cannot make a legal decision.
Run one de-identified or synthetic prospective-matter inquiry through the configured path and verify that the test conversation answers within approved knowledge, asks only necessary questions, preserves context, and escalates sensitive or uncertain requests cleanly. Record the expected state, actual state, exception owner, and corrective action before release. Do not release or continue the automated path when the inquiry requires legal advice, conflict judgment, emergency direction, matter acceptance, or handling outside the firm's approved intake scope, or when the answer is outside approved knowledge, sensitive context is unnecessary, or the next human and response expectation are unclear. Preserve the record and route the case to the named human owner.
Trace one recent prospective matter through conflict preparation, consultation routing, human review, and a recorded next step. For AI Concierge, also review transcripts, unanswered questions, handoff timing, captured context, consent state, staff response, and customer-visible wording. This is an implementation control, not a performance claim. Validate it with the business's own recent records, approved policies, synthetic or de-identified test cases, and named human reviewers before release.
Implementation control sheet
Hold a calm, bounded written conversation that answers approved questions, gathers useful context, and hands the customer to the right person or next step. For this family-law firm, the job must use the practice or firm's approved language, records, ownership, and professional boundaries.
| Control | Release requirement |
|---|---|
| Required operating inputs |
|
| Release acceptance test | Run one de-identified or synthetic prospective-matter inquiry through the configured path and verify that the test conversation answers within approved knowledge, asks only necessary questions, preserves context, and escalates sensitive or uncertain requests cleanly. Record the expected state, actual state, exception owner, and corrective action before release. |
| Stop condition | Do not release or continue the automated path when the inquiry requires legal advice, conflict judgment, emergency direction, matter acceptance, or handling outside the firm's approved intake scope, or when the answer is outside approved knowledge, sensitive context is unnecessary, or the next human and response expectation are unclear. Preserve the record and route the case to the named human owner. |
| Human boundary | Lawyers and authorized firm staff retain conflict decisions, legal judgment, advice, deadlines, matter fit, representation, scope, and acceptance. The configured system may collect approved intake context and coordinate a consultation but cannot make a legal decision. |
Approved matter categories, jurisdiction, urgent-date, safety, and conflict-preparation rules The intake record and authorized person who decides consultation routing and exceptions Approved knowledge, tone, identity disclosure, channel, privacy, and prohibited-topic rules Conversation states, handoff triggers, availability, follow-up permissions, and transcript retention boundary
Lawyers and authorized firm staff retain conflict decisions, legal judgment, advice, deadlines, matter fit, representation, scope, and acceptance. The configured system may collect approved intake context and coordinate a consultation but cannot make a legal decision.
Run one de-identified or synthetic prospective-matter inquiry through the configured path and verify that the test conversation answers within approved knowledge, asks only necessary questions, preserves context, and escalates sensitive or uncertain requests cleanly. Record the expected state, actual state, exception owner, and corrective action before release. This is an implementation control, not a performance claim. Validate it with the business's own recent records, approved policies, synthetic or de-identified test cases, and named human reviewers before release.