Our Process
From first conversation to a carefully controlled launch.
We learn how your firm handles a new enquiry, configure the agreed paths, test them with your team and go live only after written approval. Timing varies with telephony, integrations and your review process.
Understand how your firm handles a new enquiry.
We map the calls, matter types and judgement calls that shape your current intake before configuring anything.
What we do
- Kickoff call with you and your office manager
- Review sample calls, webforms, email patterns and missed-call logs where available
- Map matter types, intake questions, tone and red-flag triggers
- Review your existing phones, calendar, email and practice-management setup
What your firm does
- Join the kickoff call
- Share representative intake material
- Introduce the people who manage intake
Sample call
Matter types
Call flow
Escalations
Firm tone
Blueprint / v1
New enquiry handling
A written Intake Blueprint for your firm to review and approve before configuration begins.
Shape the intake around your firm — not the other way around.
The call path, questions, escalation rules and handover are configured to reflect the blueprint you approved.
What we do
- Configure the AI receptionist with your script, voice and escalation rules
- Build the website intake connection
- Set up matter-type routing and personalised intake questions
- Attempt agreed calendar, email and practice-management connections where credentials are supplied
- Set up the firm portal, user accounts and role-based permissions
What your firm does
- Approve the voice and greeting
- Supply brand assets
- Provide credentials for agreed connections
New enquiry
Existing number · after-hours divert
Configured intake
Greeting · questions · escalation
Firm portal
Notifications
Agreed systems
A configured system running privately for your firm to review.
Exercise the paths before a real client reaches them.
We work through the matter types, edge cases and notification paths agreed during discovery.
What we do
- Run scripted calls across the agreed matter types and edge cases
- Test the web intake on mobile and desktop across major browsers
- Check enabled email, SMS and portal notifications under test conditions
- Confirm role-based access is applied as configured
- Check accessibility on the client-facing intake
What your firm does
- Run test calls yourself
- Log findings and change requests
- Confirm the setup is fit to launch
Finding 03
Greeting wording adjusted for an ambiguous caller path.
Review gate
Your firm confirms the configured paths are fit to launch.
A summary of what was tested and any findings, ready for your review and approval.
Launch only after your firm gives written approval.
The tested configuration moves into live use once your team is comfortable with the agreed paths.
What we do
- Publish the website intake or provide the agreed embed
- Port your phone number or provision a new one
- Respond to issues raised during early live use
What your firm does
- Approve go-live in writing
- Brief your internal team
- Flag anything that behaves unexpectedly
STAGING
Tested configuration
LIVE
New enquiries
Approval required
Written firm sign-off
Nothing moves into live use until the tested setup has been reviewed and approved by your firm.
A live intake path operating under the configuration your firm approved.
Keep the system aligned as your firm changes.
Intake patterns evolve. Reviews and requested tuning keep the experience aligned with how your team works.
What we do
- Review call quality, conversion and drop-off patterns
- Tune scripts and rules on request or when patterns emerge
- Provide issue support during Australian business hours
- Run periodic business reviews with your partner team
What your firm does
- Flag issues
- Request changes
- Approve script or rule updates
Review
Quality & drop-off
Approve
Rule changes
Tune
Scripts & paths
Observe
Live patterns
An intake system that continues to reflect the way your firm actually works.
Operating boundaries
Clear limits are part of the process.
The system supports intake and handover. Professional judgement and the decision to act always stay with your firm.
No legal advice
The AI is a receptionist, not a lawyer or paralegal. Advice-shaped questions are captured for your firm to answer.
No replacement for judgement
Sensitive matters still reach your team. Intake Plus organises information; your people decide what happens next.
No lock-in
The service is month-to-month. Your data can be exported on request and you can cancel without penalty.
See how Intake Plus could fit your firm.
Walk through a relevant intake scenario with the founder, ask questions and discuss how it could work alongside your reception and intake process.
Available online, with in-person demonstrations for suitable Australian firms. We’ll arrange the format and time after your request.
Prefer email? Reach us at hello@intakeplus.com.au
After your personalised demo, eligible firms can trial Intake Plus free for 30 days. No obligation to continue.