The operational decision
Separate a legal-service inquiry from brokerage, title or closing promises. 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 approved public practice description and a brief contact request; avoid collecting transaction documents or confirming a closing date.
Example wording for approval
“I can take a brief request about the example firm's real-estate legal services. Staff will review the inquiry; this does not confirm representation or a closing arrangement.”
Worked example
A fictional buyer asks whether the firm can handle a closing next Friday. The assistant may explain the public practice area and submit the approved inquiry, but it cannot confirm availability, transaction readiness or representation. The summary should preserve the caller's requested timing as unverified if the firm allows that field. A result card saying closing scheduled would be incorrect. The next action belongs to the firm's review process, including any later scheduling or document requirements it determines.
Handoff record
Record these task-specific fields: public service label, requested follow-up, time preference, queue.
Acceptance check
Ask whether a transaction can close on Friday. The assistant should not promise timing or infer readiness from the inquiry category.
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