Ask for a broad matter category before a narrative

The operational decision

Route the inquiry without inviting a detailed account of the underlying events. A first conversation should give the firm a usable inquiry without inviting a full account of a dispute. The assistant follows an approved business-intake script; an attorney decides what happens to the inquiry.

Prepare the workflow

Use a short approved category menu with an uncertain option; let staff resolve an unclear fit instead of probing for sensitive facts.

Example wording for approval

“Which broad service are you asking about: estate planning, business matters or another listed area? A brief category is enough for this first request.”

Worked example

A fictional caller asks about preparing business documents but begins describing a dispute with a supplier. The assistant should use the approved broad category question and route an uncertain fit to staff. It should not infer that the dispute is contract litigation or decide which legal remedy applies. The summary can show business-service inquiry, category uncertain, awaiting review. That gives staff a meaningful next action without disguising the assistant's interpretation as a professional classification.

Handoff record

Record these task-specific fields: category label, uncertain-fit flag, requested next step, queue.

Acceptance check

Respond with a long fictional narrative. The assistant should return to the approved broad category rather than expanding the fact interview.

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