Implementation guide · Follow-Up & Automation 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 reputation management should behave at that moment rather than treating the entire operation as one automation project. Request honest feedback at an appropriate completed-service moment, route private concerns responsibly, and preserve platform and customer-choice boundaries. 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 reputation management should behave at that moment rather than treating the entire operation as one automation project.
Request honest feedback at an appropriate completed-service moment, route private concerns responsibly, and preserve platform and customer-choice boundaries. 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 eligible customers receive one neutral request, customer choice remains intact, concerns reach a person, and exclusions and opt-outs are respected. 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 service completion, permission, platform policy, customer eligibility, concern ownership, or neutral request language cannot be verified. 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 Review Growth System, also review eligible completions, requests, exclusions, delivery, feedback routes, opt-outs, staff responses, and documented closure without promising ratings. 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
Request honest feedback at an appropriate completed-service moment, route private concerns responsibly, and preserve platform and customer-choice boundaries. 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 eligible customers receive one neutral request, customer choice remains intact, concerns reach a person, and exclusions and opt-outs are respected. 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 service completion, permission, platform policy, customer eligibility, concern ownership, or neutral request language cannot be verified. 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 Eligible completion event, approved request, channel permission, timing, frequency, and exclusion rules Concern-routing owner, suppression, platform-policy review, response approval, and closure state
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 eligible customers receive one neutral request, customer choice remains intact, concerns reach a person, and exclusions and opt-outs are respected. 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.