Do you handle this kind of matter?
The first question, and the one that decides whether they call anyone else.
For professional services
Stop repeating the same first call
A services business has no catalog to point at. The offer is explained in prose, and every prospect needs it explained again in terms of their own situation.
Senior time spent on enquiries that were never going to fit.
- 7 of 11 jobs on intake finish without a person
- Seven days without a card
- Full refund on any plan, 30 days
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My employer let me go on Friday and I think it was unfair. What are my chances?
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I am sorry, that is a hard weekend. I cannot tell you how strong a case is, that has to come from one of the solicitors here. What I can tell you is the clock: unfair dismissal claims generally have a short window, so it is worth speaking to someone quickly.
gave process, refused the merits -
Can I speak to someone tomorrow?
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There is 11:30am with the employment team. Can I take your name, your employer’s name, and the date you were dismissed?
booked, and captured both party names for the conflict check
Recognise these
The questions you actually get
Not a category list. These are the messages that arrive, and the reason each one is harder than it looks.
What do you charge?
Rarely a single number, which is why it is rarely answered on the website.
How long does this usually take?
Answerable in general terms, and reassuring when it is.
What do I need to bring?
Pure logistics, asked constantly, and it never needs a qualified person.
Can I speak to someone this week?
A booking request wearing a question.
Here is my situation, what should I do?
The question the agent must not answer, and the one it must capture perfectly.
Are you taking new clients?
Trivial, and the reason a good enquiry goes elsewhere when nobody replies.
The timing problem
They arrive when you are least able to answer
- The working day
Every fee earner is billing. An enquiry that needs ten minutes of somebody’s time costs more than ten minutes.
Nobody free - Evenings and weekends
When people deal with the problem that has been worrying them. Almost nobody is answering.
Nobody free - Season
Tax deadlines, year end, filing dates. The enquiries multiply exactly when the team has the least room.
Nobody free - The week after
The enquiry that went unanswered has already instructed somebody else.
What it does about it 01 02 03 04
Built around how professional services actually work
Qualified before it reaches a fee earner
Matter type, jurisdiction, timing, budget and the names involved, gathered in the conversation so the first human minute spent is a productive one.
Captures the enquiryThe names captured for your conflict check
Every party is recorded at intake. Your check still runs the way it always has, on a record that is complete rather than half remembered from a phone call.
Keeps a customer recordGeneral information, never advice
It explains process, documents and timescales, which is genuinely useful, and it stops precisely where advice begins.
Shows where the answer came fromA consultation booked while they are still worried
The moment somebody decides to get help is short. It books into a real diary rather than promising a callback.
Books the appointment Before the capability Never Never Never
What it will not do, and why
Every trade has a line an agent must not cross, and the reason is usually law, insurance or a licence rather than good manners. This is configured before anything else.
Give legal, tax or financial advice
Professional conduct rules treat advice as the regulated act, and the American bar rules bar a firm from assisting anyone unlicensed in giving it. The agent gives information and books a person. It also says plainly that talking to it does not make anyone a client, so no relationship is implied by a chat window.
Confirm you can act before a conflict check
Conflict screening against current and former clients is the rule the whole intake process is built around. The agent captures every party involved and hands over. It never says yes on the firm’s behalf.
Repeat what one client has told it to anyone else
Confidentiality is not a setting. Each conversation is its own.
What changes
What comes off intake
Every row is a job somebody does today. The bar is counted from the rows, so it says exactly as much as the table does and no more.
7of 11 finish without a person
- 7 end to end
- 1 drafted, signed off
- 3 kept with a person
- Answer whether you handle this kind of matter Agent, end to end
- Explain process, documents and typical timescales Agent, end to end
- Answer published fees and how billing works Agent, end to end
- Capture the matter, the dates and every party named Agent, end to end
- Book a consultation into a real diary Agent, end to end
- Answer where you are and how to reach you Agent, end to end
- Send the enquirer a written summary of the exchange Agent, end to end
- Draft the intake note for the fee earner Agent drafts, person signs off
- Run the conflict check Stays with a person
- Advise on the merits of a matter Stays with a person
- Agree a fee or issue an engagement letter Stays with a person
Where it answers
One agent, the channels you already use
- Website widgetWhere a worried person arrives at 9pm.
- Voice & phoneThe call that comes in while everyone is with a client.
- EmailWhere enquiries arrive as long paragraphs, and get triaged.
- LinkedIn PageWhere professional referrals actually start.
- WhatsAppHow clients prefer to reach a firm in many markets.
What it plugs into
Connected to what you already run
- Website widgetOn the site, and on each service page.
- VoiceAnswers, qualifies and books when nobody can pick up.
- EmailTriage on the enquiry address.
- WebhooksPush a qualified enquiry into your practice management system.
Everything listed is live today. See the full list.
CWK The setup for this job
Booking Agent is this agent, configured
Your CX Agent, set up to take bookings.
An AI agent that answers questions about your services and books the appointment in the same conversation, around the clock.
See Booking Agent→What it can do for you
Each of these is something a customer of yours gets, rather than a feature you switch on. Where it comes from is marked, so you can see what arrives with the agent and what needs a channel or your store connected.
Comes with your agent
- Captures the enquiry
lead_captureTool call Called when intent appears. It records who asked, what they wanted and how ready they are, while the conversation is still open. Records who asked, what they wanted and how ready they are, while the interest is still warm. - Books the appointment
book_appointmentTool call Called after the question blocking the booking is answered. It reads real availability, offers slots and writes the booking. Offers real slots and books them, after answering the question that was holding the booking up. - Hands over to a person
handoff_humanTool call Called when a person is needed, by rule or by judgement. It passes the whole thread across rather than a notification. Passes the whole thread across, so the customer never has to explain themselves twice.
Other trades running this
Before you commit
What people in your trade ask us
How do you stop it giving advice?
It is instructed in your own words about where information ends, it says it is not a solicitor or an accountant, and it hands over the moment a question turns on the merits. You can read every conversation and tighten the line.
Does a chat conversation create a client relationship?
It says explicitly that it does not, in the conversation, before anyone tells it anything sensitive.
Our conflict check is the whole gate. Where does it fit?
Before the gate. It gathers the parties and the matter so your check runs on a complete record, and it never tells anyone the firm can act.
We are a small practice. Is this worth it?
The smaller the practice, the more an unanswered enquiry costs, because the person who would have answered it was billing.
Can it handle an existing client asking about their matter?
No, and it should not. It recognises that and puts them through to the person who knows the file.
Start with your own website
Paste your URL and OU Chat trains on your own pages, so the first answers it gives are about your business rather than a template. Seven days without a card, $29/mo after that, and a full refund on any plan within 30 days if it is not right.
Build your agent→