The operational decision
Stop a request form from promising a booking it cannot perform. A law-firm website should help visitors understand the public service scope and choose a clear next step. Marketing copy, buttons and form confirmations all need to match the actual intake and review process.
Prepare the workflow
Use Request a consultation when staff review is required; reserve Book for a tested process that confirms a specific slot.
Example wording for approval
“Request a consultation review. The example team will confirm the next step; selecting a preferred time does not reserve an appointment.”
Worked example
A fictional button says Book your consultation but opens a form that emails staff a preferred time. Change the label and confirmation to Request a consultation. If a tested booking connection is later activated, review the entire path before changing the wording back. A single button edit is insufficient if the success page still promises a reserved time. The acceptance case follows the visitor from the first action through the final message and checks that every stage describes the same actual outcome.
Handoff record
Record these task-specific fields: button label, action type, confirmation state, owner.
Acceptance check
Submit the request and compare every button and success message. None should switch unexpectedly from request language to confirmed-booking language.
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