Your Case Intake Agent Catches Conflicts and Deadlines at First Call
The Case Intake Agent in EngageSuite360 takes first-call intake off your intake coordinator — the person who today answers the prospective client, keys their details into several systems, searches for conflicts across databases that spell the same company three ways, and tries to notice whether the limitations period is close. Your attorneys still decide whether to take the matter; the intake just reaches them complete and checked.
What it takes off your plate
Ask an intake coordinator about a new inquiry and you'll hear: "The call is the easy part." After the call comes the retyping: the practice management system, the conflict database, the calendar. The conflict search depends on guessing the variations — the maiden name, the d/b/a, the parent company. The date of injury or breach gets written down, but whether the statute of limitations is near depends on someone doing the arithmetic and noticing.
One missed limitations date can cost the firm the case and invite a malpractice claim. Meanwhile, the next caller waits on hold, and the prospective client who was told "someone will call you back" calls another firm.
What the Case Intake Agent does, step by step
The Case Intake Agent starts with the person reaching out.
- It answers the inquiry. Whether the prospective client calls, texts, emails or fills out the website form, the agent responds promptly and explains what happens next.
- It runs the intake questionnaire by practice area. A personal injury inquiry gets asked about the incident date, the parties and insurance; a family law inquiry about the spouse, the children and prior orders; a business dispute about the contract, the counterparty and its affiliates.
- It collects every name. The agent asks for adverse parties, related people, prior names, trade names and corporate affiliates, because conflicts hide in the variations.
- It runs the conflict search. The agent searches the firm's complete matter history for every name and variation and lists every possible hit with the matter it came from.
- It flags limitation dates. From the facts gathered, the agent flags the potential limitations date and marks any intake close to it as urgent for attorney review.
- It routes to the right attorney. Clear intakes go to the attorney for that practice area; possible conflicts go to whoever clears conflicts at your firm, with the hits attached.
- It schedules the consultation. Once an attorney approves, the agent books the consultation and sends the prospective client a confirmation and what to bring.
The Case Intake Agent never gives legal advice, tells a caller whether they have a case, or clears a conflict. Those judgments stay with your attorneys.
Where the work is recorded
Every intake is recorded in EngageSuite360 on the prospective client's record and, for businesses, the client organization: the questionnaire answers, every name searched, the conflict results, the flagged limitation date and the next step written down — "possible conflict with closed matter, sent for review," "consultation booked with the family law partner." Each intake becomes a potential matter, ready to open when the engagement letter is signed.
The matter itself opens in your practice management system, such as Clio, and the consultation lands on the attorney's calendar, where the agent does the work.
When your managing partner opens EngageSuite360 in the morning, they see every intake from the day before, which cleared conflicts, which wait on review, and which carry an urgent limitations flag. Nothing urgent sits in a voicemail box.
What your people do instead
Your intake coordinator talks with the prospective client who is upset, frightened or unsure, and gives them a person to rely on. Your attorneys spend the consultation on the facts that matter because the intake is complete. Your paralegals work open matters instead of retyping new ones.
That first human conversation is often why a client chooses a firm. The EngageSuite360 Case Intake Agent keeps the questions, searches and scheduling moving so your people can serve.
For more on the intake side, read about the friction in law firm intake and conflict checks and why a delayed response costs the firm.
One next step
Set up EngageSuite360 for legal — clients, client organizations, matters and intakes shaped for a law firm, with communications and the Case Intake Agent built in — and let the next inquiry arrive conflict-checked.
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I'm Victoria, the Legal ambassador here. One useful piece a week for legal owners, written for how the work actually happens — plus first access to the free EngageSuite360 CRM built for legal. Unsubscribe any time.
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