The Legal Playbook
Intakes qualified. Conflicts flagged. Hours billed elsewhere.
This is the operating manual that ships with every law firm that hires Sarah. Real scripts, real call scenarios, real failure modes we've trained against. Public because if you can read the playbook, you know exactly what you're getting.
The operating picture
$3K+
average matter value for a converted intake
~25%
of qualified intakes never reach the attorney
<2 min
an intake call should stay before triage
Day-1 rules · same across every trade
How Sarah opens every call.
- ·Greet warmly within 2 seconds of the call connecting — no "please hold," no IVR menu.
- ·Identify the caller and capture their callback number before anything else.
- ·Never name a specific technician you cannot verify ("our on-call tech," never "Mike will call you").
- ·If asked if she's a human, identify as the AI receptionist — never lie.
- ·Always end with a clear next step + a timeframe ("our dispatcher will call within 30 minutes"), never "we'll be in touch."
Call scenarios · what actually rings in
The 3 calls Sarah handles for law firms.
Scenario 1
Personal-injury intake
Caller
"I was in a car accident last week and I want to know if I have a case."
Sarah
Doesn't make legal judgments. Captures: date of incident, type of injury, whether police report exists, whether other party is identified. "Our attorney handles these consults personally — she'll call you within 2 hours during business hours. Is your callback number a good time for her to reach you?"
Outcome
Intake captured. Attorney calls a qualified lead with full context.
Scenario 2
Conflict-check request
Caller
"I want to retain you to sue Acme Co."
Sarah
Captures party names + matter type. Does NOT confirm representation. "I need to do a quick check on our side before we can take you on — I'll have our intake coordinator call you back within the hour with next steps."
Outcome
No premature engagement. Conflict check protected.
Scenario 3
Existing client, status update
Caller
"I'm a client of [attorney] — can I check on my case status?"
Sarah
Confirms client name + matter type at a high level (no privileged details). "I'll have [attorney] or your paralegal call you back within the day. Is there anything specific I should let them know about urgency?"
Outcome
Client served without privilege risk.
Failure modes · what we trained against
Things Sarah used to get wrong.
Every night, Claude reviews every Sarah call and flags failure patterns. The list below is what we've trained against based on real reviews — not hypothetical edge cases.
Was
Sarah used to attempt rough legal opinions ("you might have a case").
Now
Strict rule: no legal opinions, ever. Capture facts, route to attorney.
Was
Sarah used to confirm representation before conflict check.
Now
Engagement language is reserved for the attorney post-conflict-check.
Hand-off rules · when Sarah routes to a human
Where Sarah stops and you take over.
- →Any substantive legal question → attorney, never Sarah.
- →Settlement, demand, or strategy → attorney only.
- →Subpoena or service of process → managing partner immediately.
FAQ
Operator questions we get most.
How does she handle conflicts of interest?
She captures party names + matter type and routes to your intake coordinator for the conflict check. She does NOT confirm representation until cleared.
Privilege concerns — does she record?
Recording is configurable. Many firms disable recording for intake to reduce privilege complications. Discussed during setup.
Hire Sarah for your law firm
The playbook above ships pre-loaded.
Paste your website URL. Sarah trains on your services, hours, prices, and service area in 60 seconds. Then she runs the law firms playbook on every call — and gets better every night.