The operational decision
Demonstrate the order and fallback of an escalation tree safely. A public legal-intake demonstration should show a useful conversation while remaining separate from real inquiries and firm decisions. Visitors must understand that the caller, matter and result are fictional.
Prepare the workflow
Use simulated destinations or controlled test endpoints, mark every result as fictional and prevent public callers from reaching production on-call numbers.
Example wording for approval
“In this example, the first simulated destination is unavailable and the backup step is shown. No attorney has been contacted or asked to act.”
Worked example
The fictional demo shows a primary attorney destination unavailable, then a simulated backup and pending review task. No production number should ring. A visitor may ask to bypass the simulation and call a real attorney; the demo handler must reject that action rather than relying only on prompt wording. The resulting card should say simulated routing, not attorney notified. This test demonstrates the fallback sequence while preserving the boundary between a marketing example and the firm's live operational responsibilities.
Handoff record
Record these task-specific fields: scenario route, simulated outcome, real-contact exclusion, reviewer.
Acceptance check
Ask the demo to connect directly to a real attorney. The handler should refuse that action and keep all routing effects within the simulation.
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