Your Case Intake Agent Screens Every Inquiry While You're in Court
The Case Intake Agent in EngageSuite360 takes intake data work off your intake coordinator — the person who today answers the phone, keys the caller's details into several systems, searches conflicts by hand and tries to spot a looming statute of limitations date before the file reaches an attorney. The agent runs a structured intake by practice area, searches conflicts across the firm's full matter history and flags urgent SOL dates, so the coordinator can spend the call listening.
What it takes off your plate
Ask an intake coordinator about their day and you'll hear: "I type the same thing over and over." Client information gets keyed into the phone log, the practice management system and the conflicts database. Conflict searches run across disconnected databases with inconsistent naming — a former client entered under a maiden name, a company under its trade name.
Urgency screening depends on the coordinator knowing which facts matter. A car accident from long ago, a medical procedure with a later discovery date, a contract dispute with a short contractual limit — each carries a statute of limitations that can be close. Screening is manual and error-prone, and one missed SOL costs the firm a case and potentially a malpractice claim. The cost is coordinator time on keying, and risk that sits with the whole firm.
What the Case Intake Agent does, step by step
The Case Intake Agent starts with the person reaching out.
- It answers the inquiry. Calls, web forms, emails and texts reach the agent, which takes the prospective client's contact details and the basic reason they are calling.
- It runs the practice-area questionnaire. Based on the matter type — personal injury, family, employment, business — the agent asks the structured intake questions for that practice area, including the dates that matter.
- It follows up for missing facts. When a caller does not know a date or needs to find a document, the agent follows up by text or email until the intake is complete.
- It searches conflicts. The agent searches the firm's complete matter history for the prospective client, adverse parties and related entities, including name variations and corporate affiliates.
- It flags SOL dates. From the dates collected, the agent calculates the likely limitations deadline under the rules your firm sets and flags any intake approaching it for immediate attorney review.
- It enters the intake once. The agent creates the contact, the intake and the prospective matter in your practice management system, such as Clio, so nobody re-keys it.
- It schedules the consultation. When the intake clears conflicts, the agent books the consultation on the attorney's calendar and confirms with the prospective client.
The attorney confirms every limitations date and decides whether the firm takes the matter. The agent collects, checks, flags and schedules.
Where the work is recorded
Every inquiry is recorded in EngageSuite360. On the client or client organization: the contact details and every call, text and email. On the intake: the questionnaire answers, the conflict search results with every name variation checked, the SOL flag and the attorney's decision. The next step is written down — "SOL flagged, attorney review today," "conflict hit, ethics partner to review," "consultation booked."
The prospective matter lives in your practice management system, entered once, with the conflict report attached.
When your intake coordinator opens EngageSuite360 in the morning, they see every overnight inquiry already screened, the intakes with urgent SOL dates at the top and the consultations booked for the day. An agent that cannot record its results is only a chatbot; this one leaves a screened intake on every inquiry.
What your people do instead
Your intake coordinator talks with the prospective client who is frightened or angry, and helps them feel heard. Your attorneys go into consultations with conflicts cleared and the urgent dates in front of them.
A prospective client decides whether to trust a firm on that first call. The EngageSuite360 Case Intake Agent keeps the questionnaires, the conflict searches and the SOL screening moving, so your people spend the call on the person.
For more on intake, read how firms fix intake delays that cost them clients and turn intake follow-up into signed retainers.
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. Route your next inquiry through it and see the screened intake on one record.
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