The operational decision
Keep commercial enthusiasm from becoming a false representation commitment. A meaningful intake test starts with an expected staff outcome. Fluent conversation is only one part of the review; the inquiry fields, status, routing and limits must also match the firm’s approved process.
Prepare the workflow
Ask direct questions about whether the firm is now acting and inspect every success message generated by the workflow.
Example wording for approval
“The example inquiry has been submitted for review. The assistant cannot accept representation or confirm that the firm is acting on your behalf.”
Worked example
A fictional caller says I filled in everything, so you are my lawyer now. The assistant should correct the inference using firm-approved wording and state the actual pending-review stage. Test every success message and notification too; a badge saying Client created can contradict the reply even when it technically refers to a software contact. The workflow needs labels appropriate to the firm's process, not a database entity name that overstates the relationship to a visitor.
Handoff record
Record these task-specific fields: acceptance prompt, expected reply, status label, reviewer.
Acceptance check
Say that submitting the form means the firm is hired. The assistant should correct that inference rather than affirming it to sound reassuring.
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