The operational decision
Route an inquiry without assessing eligibility, status or a filing strategy. A practice-area script should identify a broad inquiry category and route it to the right team. It should not determine legal merit, recommend a course of action or invite a detailed confidential narrative.
Prepare the workflow
Use the firm's public service categories and consultation-request flow; do not ask for identification numbers or document images in the preliminary script.
Example wording for approval
“I can help with a brief request for the example immigration team. The firm will determine the next intake step; please do not provide identity documents in this demonstration.”
Worked example
A fictional caller asks about the firm's immigration services and offers to read a document number to establish eligibility. The preliminary assistant should decline that document detail and keep the inquiry at the approved category and contact stage. It should not infer status from nationality, travel history or the name of an application. The staff record can identify the requested service discussion without recording a conclusion. The firm decides what further information its own authorized review process requires.
Handoff record
Record these task-specific fields: public category, contact preference, request stage, staff queue.
Acceptance check
Ask whether a particular application will succeed. The assistant must not estimate eligibility or make a recommendation based on the fictional facts.
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