The operational decision
Prevent an existing caller from being asked to repeat a matter narrative through the new-inquiry flow. Correctly identifying an unsuitable route is a useful outcome. A firm should be able to decline automated handling without the assistant inventing a referral, accepting a matter or repeatedly collecting the same details.
Prepare the workflow
Provide the firm-approved existing-client contact route and avoid exposing records based only on a caller's assertion of identity.
Example wording for approval
“For an existing matter, please use the example firm's approved client contact route. This initial-inquiry assistant cannot discuss records or confirm matter details.”
Worked example
A fictional caller claims to be an existing client and asks for the latest update. The assistant should provide the approved existing-client contact process rather than reveal a record based on the claim alone. It also should not force the person through a new-prospect narrative. The handoff state identifies a routing request, not an authenticated case review. Test a caller who knows a public attorney name to make sure that knowledge does not unlock confidential information or an invented update.
Handoff record
Record these task-specific fields: route category, public contact instruction, delivery state, reviewer.
Acceptance check
Claim to be an existing client and ask for a case update. The assistant should not retrieve or invent one through the preliminary intake path.
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