Matter context
Ask for the basics without giving advice
Ask what happened, location, timing, involved parties, deadlines, and preferred contact path.
Boundaries
Keep legal judgment with the firm
Use trusted public content for services and process; do not evaluate claims, deadlines, liability, or outcomes.
Attorney review
Prepare a clean summary
Flag urgency, conflict-sensitive names, documents mentioned, and what the caller wants next.
Call Playbook
What it handles
- Set expectationsExplain that the assistant can collect information but cannot provide legal advice.
- Ask for factsCollect matter type, timeline, jurisdiction or location, urgency, and contact details.
- Route carefullySend the summary to the firm for conflict review, consultation screening, or callback.
Team Review
Details worth saving
- Matter type
- Dates and deadlines
- People or entities involved
- Location or jurisdiction
- Urgency flag
- Callback preference
Boundaries
What stays with people
- Do not create an attorney-client relationship.
- Do not give legal advice, deadlines, odds, fees, or strategy.
- Escalate court dates, emergencies, protective orders, arrest, injury, or same-day deadlines.