Choose the first practice area
Start with one area rather than every service the firm offers. Write down which inquiry types qualify for the pilot, which require a different team and which the firm does not handle.
Keep the first questions brief
Agree on contact details, a broad matter category and preferred callback time. Keep detailed case narratives and documents in your firm’s approved intake process. Have counsel review the script and disclosures.
Define urgency without promising an outcome
List the situations that trigger your on-call tree, who is first and who is backup. Set a fallback when nobody answers. Do not promise an attorney is available until the transfer succeeds.
Separate a request from an appointment
If the calendar is not connected and tested, say “consultation request.” Test availability, duplicate requests, time zones and cancellations before enabling direct booking.
Review handoffs during the pilot
Track complete inquiries, wrong-practice routing and unacknowledged urgent requests. A high call count is not enough; the firm needs usable details and a reliable next step.