Industry Solution
Legal intake automation: routing rules, escalation and safeguards
The operations side of legal intake: what to automate, what to keep human, and the checks to run before going live.
Free to build and test · 7 days free on yearly
The short answer
Use Instant Reply for the first reply and information gathering only. Write routing and escalation rules per practice area, keep draft review on at first, and have attorneys handle conflicts, advice and engagement. The inbox is not a case-management system, and confidential material should not be treated as protected by it.
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Where to focus in the interactive demo
Escalation phrase test
Draft approval
Assignment to an attorney
Key facts
- Draft review can be kept on for every reply.
- Escalations create tickets with an assignee.
- Check bar and advertising rules for your jurisdiction.
How a conversation runs
- 1
Write the rules
Practice areas handled, intake questions, and statements the AI must never make.
- 2
List escalation phrases
Court dates, arrests, filing deadlines: whatever should go straight to an attorney.
- 3
Keep drafts on
Approve replies manually until test conversations pass.
- 4
Test, then connect
Run the red-team prompts, then connect WhatsApp or Instagram.
Which plan you need for this
Plan requirements checked against the product code. Meta's own WhatsApp fees are billed to your Meta account and are not in these prices. See pricing for limits.
| Capability | Starter$59/mo | Growth$129/mo | Pro$349/mo |
|---|---|---|---|
| Review drafts before they sendYou can keep replies in draft for a person to approve. | Included | Included | Included |
| Human handoff and ticketsUncertain or flagged conversations go to a person. | Included | Included | Included |
| WhatsApp (official Meta API)Growth and above. Meta's own message fees are billed to your Meta account. | Not included | Included | Included |
| Instagram DMsOn every plan, including Free. | Included | Included | Included |
| Team seatsStarter 1, Growth 5, Pro unlimited. | Included | Included | Included |
| CRM syncHubSpot, Pipedrive, Zoho, Notion, Airtable. One-way. | Not included | Not included | Included |
Break-even check
Not a forecast. This only divides the Growth plan price by what one customer is worth to you. Change the numbers to your own.
Common pain points
- Nobody has written down what the intake bot may say.
- Urgent matters get the same treatment as general inquiries.
- Follow-up behaviour for cold prospects is undefined.
What the product helps with
- Practice-area routing instructions the AI follows.
- A short list of escalation phrases for a person.
- A pre-launch test routine.
Questions from legal intake teams
How does AI legal intake work over WhatsApp or Instagram?
The AI sends a first reply, asks the intake questions you wrote, and assigns the thread to a person. It is meant to gather information, not advise.
Can we require human review before anything is sent?
You can keep AI replies as drafts for approval. Escalation phrases you list route threads to a person.
How do we treat confidential information?
Review the security page and your own obligations before connecting confidential conversations, limit access, and avoid using the inbox as a case file.
What about prospects who go cold?
On Growth and above a follow-up can nudge up to three times inside the 24-hour window. Anything later is a person's call.
Does it work with our case-management software?
No direct integration. On Pro, leads sync one-way to HubSpot, Pipedrive, Zoho, Notion or Airtable, and the API and webhooks can feed other tools.
When to skip us
If your firm prohibits any automation in client intake, keep this out of the workflow.
What it does not do
- No conflict checking.
- No legal-advice detection beyond the instructions you write.
- Not a case-management system.
Further reading
- How to review an AI draft reply. The approve-before-send workflow.
- WhatsApp sales bot red-team test pack. Tests to run before the AI talks to customers.
- Security and data handling. How access, encryption and deletion work.
- Law firms: the prospect's view. What a prospective client sees.
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