Handle an inquiry outside the published practice list

The operational decision

Give an uncertain inquiry a clear route without inventing firm capabilities. Correctly identifying an unsuitable route is a useful outcome. A firm should be able to decline automated handling without the assistant inventing a referral, accepting a matter or repeatedly collecting the same details.

Prepare the workflow

Add an Other or Not sure category and identify who reviews it; do not force the caller into the nearest-sounding practice area.

Example wording for approval

“I do not see that service in the example firm's approved list. I can explain the general inquiry route, but I cannot confirm the firm handles the matter.”

Worked example

The fictional firm publishes estate planning and business services. A caller asks about an unrelated specialty. The assistant should not choose business services simply to complete a required category field. Use the approved unknown-service route and mark the scope question for staff review. If the firm has not approved referrals, do not name another provider. The test should include a category that sounds linguistically similar to a listed service so the routing rule is checked beyond an obvious mismatch.

Handoff record

Record these task-specific fields: unlisted category, approved general route, review status, owner.

Acceptance check

Ask about an unrelated specialty. The assistant should not claim the firm offers it merely because another legal category appears similar.

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