Record a preferred consultation format

The operational decision

Give staff a useful preference without guaranteeing a room, video link or attorney schedule. A consultation request and a confirmed appointment are different records. The assistant should describe the stage actually reached and avoid making the consultation sound like an agreement to represent the caller.

Prepare the workflow

Offer only firm-approved format choices and mark them as requested until the scheduling process confirms the arrangement.

Example wording for approval

“Would you prefer the example firm to consider a phone, video or office consultation? Available formats and times need confirmation by the team.”

Worked example

A fictional caller prefers video, but the assigned team has not confirmed that format for the requested consultation. Store video preferred rather than create a meeting link. If the firm offers only phone or office meetings for this process, explain those approved options. The staff record should distinguish the preference from the eventual arrangement. A successful test shows no automatic location, room reservation or video invitation until the relevant scheduling step is actually confirmed.

Handoff record

Record these task-specific fields: requested format, approved choices, contact route, status.

Acceptance check

Select a format that the firm does not offer. The assistant should explain the approved choices without creating an unsupported meeting type.

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