Approved replies only
You'll be able to: build the chat's answer set from attorney-approved replies and keep it there.
The Practice plan's website chat runs in English and Spanish. It says it is automated, not a lawyer, and it answers only from replies your attorney approved. That last part is the design. The chat is not a general-purpose AI writing new answers about the law; it is a fast way to reach the firm's approved answers and a way to book.
What goes in the approved set. The firm's practice areas and the languages it works in; office locations and hours; how a consult works and its fee (the attorney's wording); what to bring, per practice area; how to reach a person; what happens after the chat. Each answer short, in both languages, written in each.
What stays out. Anything about a specific person's matter. General legal explanations, unless the attorney wrote them and is comfortable with them appearing out of context. Results from past cases. Comparisons to other firms. Anything a prospective client could read as a promise.
Rule 4-7.13 prohibits deceptive and inherently misleading statements, including predictions or guarantees of results. Rule 4-7.14 covers potentially misleading statements. The chat speaks for the firm, so its answers are held to the same standard as the firm's other communications. That is why approval comes before publication, and why the chat does not improvise.
The opening. The first message says it is the firm's automated assistant, not a lawyer, in the visitor's language. The Spanish opening is written in Spanish. Do not give the chat a person's name and photo that suggest otherwise.
When the chat does not know. It says so and offers two things: book a consult or leave a number for a person. It never fills a gap with a guess.
Do it in LegalCRM
- Open the website chat settings and its approved replies.
- With the attorney, read every reply in both languages. Remove anything about a specific matter, any result, or any comparison.
- Confirm the opening message says it is automated and not a lawyer, in each language.
- Open your site in a private window, start a chat, and ask something outside the set. Confirm it says it does not know and offers a consult or a callback.
- Log each reply's approval date and approver (Lesson 5.2).
Ask the Guide
Paste this into the AI guide, without client names or matter facts:
"Draft a starter set of 12 approved chat replies for a [practice area] firm in English and Spanish, logistics only, for our attorney to review."