What the voice agent does, and what it does not
You'll be able to: describe the voice agent's scope to staff and callers, and set it to that scope.
The Practice plan includes an AI voice agent in English and Spanish, scoped to scheduling. It answers calls the team cannot pick up (after hours, during a consult, when two lines ring at once), collects the intake basics, and books or requests a consult. The plan includes 150 minutes of AI voice a month; the reporting shows how many you use.
It does: greet the caller and say what it is (Lesson 3.2); ask the caller's preferred language and continue in it; take name, callback number, the practice area, and the intake basics the attorney chose; check the calendar and book a consult, or take a request for one; recognize escalation situations and hand them off (Lesson 3.3); send a confirmation text.
It does not: give legal advice; say whether someone has a case; estimate value, timing, or fees beyond the attorney's approved fee line; say it is a person, a lawyer, or a firm employee; collect Social Security numbers or account numbers; argue with someone who wants a person.
Scope is a setting, not a hope. The agent's instructions are written at guided setup and approved by the attorney. When a caller pushes ("just tell me if I should take the settlement"), the agent says it cannot advise on that, offers the consult, and offers to have a person call back.
Why keep it narrow? Ethics Opinion 24-1 lets lawyers use generative AI, but with duties: confidentiality, supervision, competence, no misleading claims, and telling people they are talking to an AI. A narrow agent is easier to supervise, easier to explain, and less likely to say something the attorney would not.
Staff need to know what the agent did before they call someone back. Every call creates a transcript and a summary on the contact, and the conversation lands in the unified inbox like any other channel.
Do it in LegalCRM
- Open the voice agent settings and read the instructions written at setup, with the attorney.
- Confirm the intake questions match each practice pack's form.
- Confirm the agent's fee line is the attorney's approved wording, or remove it.
- Place a test call in each language and ask for legal advice. Confirm it declines and offers a consult.
- Check the month's AI voice minutes in reporting against the 150 included.
Ask the Guide
Paste this into the AI guide, without client names or matter facts:
"List ten things callers to a [practice area] firm might ask the voice agent that it should decline, and a short decline line for each in English and Spanish."
Next step: Hear the bilingual voice agent on a short LegalCRM demo.
From LegalCRM.pro