A simple guide to what happens every time someone calls your office — and how your new dashboard keeps everything organised.
When someone calls your 0800 number, the voice agent answers the phone, takes their details, and finds out what they need. After the call, four things happen automatically:
AI reads the full conversation and writes a short summary — what the caller wanted, how urgent it is, and which area of law it falls under.
An automatic text message is sent to the caller confirming you received their call and someone will be in touch.
The call appears in your callback queue, with the most urgent matters at the top so your team always knows what to deal with first.
If a callback hasn't been made within 2 hours, you get an automatic alert on Telegram so nothing gets forgotten.
Every call gets a score from 1 to 5 based on what the caller said. This helps your team spot the most important calls instantly, without having to listen to every recording.
| Score | What it means | Typical examples |
|---|---|---|
| 1/5 | Not urgent at all | Asking about opening hours, directions, general info |
| 2/5 | Standard enquiry | Wants to know about your services, asking about fees |
| 3/5 | Needs attention soon | Has a hearing coming up, existing matter needs progress |
| 4/5 | Time-sensitive | Appeal deadline in days, visa expiring soon |
| 5/5 | Needs action now | Person in custody, court tomorrow, bail hearing today |
| Information | What it means |
|---|---|
| Summary | A short description of what the caller wanted — e.g. "Caller needs help with a spouse visa refusal. Appeal deadline is in 10 days." |
| Practice area | Which area of law it falls under — Criminal Defence, Immigration, Family, Conveyancing, etc. |
| Urgency reasons | Short phrases explaining why the AI gave that urgency score. Shown as blue pills under the caller's name. |
| Next action | What should happen — Call them back, Book a consultation, Send information, or No action needed. |
| Caller mood | Whether the person seemed calm, anxious, frustrated, or distressed — helps your team prepare for the callback. |
| Red flags | Warnings about things that need a second look before accepting the case. See below. |
Some calls need a bit more thought before you commit time to a callback. The AI automatically flags calls where:
The single biggest worry firms have about an AI receptionist is "how do I know it's not making things up or saying the wrong thing?" Here's how we answer that, with numbers, not promises.
Every change to the voice agent's prompt is scored against the same 10 real, redacted calls covering bookings, urgent matters, FAQs, and out-of-area enquiries. Each call gets six independent checks:
| Check | What it answers |
|---|---|
| Intent | Did the voice agent understand what the caller actually wanted? |
| Required phrases | Did the voice agent include the must-say lines (call recording, firm name, etc.)? |
| Banned phrases | Did the voice agent avoid promises and guarantees of outcome? |
| Booking action | Was the right next-step taken (book, callback, refer out, no action)? |
| Callback handling | Was a callback logged when it should have been? |
| Tone | Empathetic for stressed callers, professional for routine, firm with spam. |
A call only passes if all six checks pass. The current score of 8 out of 10 (80%) reflects honest measurement — when something slips, we see it within minutes, long before any of your clients would notice.
After every call, the person who phoned receives a text message. This reassures them that their call has been logged and someone will get back to them. There are different messages for different situations:
| Situation | What the caller receives |
|---|---|
| New enquiry | "Hi [Name], thank you for calling BKP Solicitors. A solicitor will call you back shortly." |
| FAQ (answered by the voice agent) | "Hi [Name], thank you for calling BKP Solicitors. As discussed, please visit our website for more information." |
| After hours | "Thank you for calling BKP Solicitors. Our office is currently closed. A solicitor will call you back when we reopen." |
You can change any of these messages from the Settings page on the dashboard. If someone's call was transferred directly to a solicitor, they won't get a text (they're already being helped).
Every Monday at 8:00am, an email lands in your inbox summarising the past week. It includes:
When your team is ready to schedule a consultation, they can book it directly from the dashboard. The caller receives a text confirming the date and time — no phone tag needed.
The voice agent includes built-in safeguards to prevent wasted time and unnecessary charges on the phone line.
If someone is selling a product, conducting a survey, or the call is clearly unrelated to legal enquiries, the voice agent politely ends the call: "This line is for client enquiries only. Goodbye."
If there is no speech for 30 seconds (e.g. the phone is left off the hook), the call ends automatically. This prevents charges building up on dead lines.
Honest answer: real-world calls are messy. Here's what we've built in for the awkward cases.
| Situation | What happens |
|---|---|
| Our service is briefly down | Calls fall back to standard voicemail. Recording still happens. We see the outage instantly and ring you within the hour. |
| The voice agent is unsure | If a caller's request is ambiguous, the voice agent takes their details and flags the call for review rather than guessing. |
| The caller is upset | Standard exit: "Would you prefer to leave a message and have someone call you back?" Nobody is trapped on the line. |
| Genuinely urgent | Live transfer to a solicitor within seconds — no callback queue. |
| A recording fails | The transcript is captured separately and the system retries. You see both transcript and recording in the dashboard. |
Your main screen. Shows every call for the day with the caller's name, phone number, area of law, urgency score, and status. Use the filters to narrow down by date, area of law, or type. Click any call to expand it and see the full AI summary, transcript, and recording.
Shows only the calls that still need a callback, sorted with the most urgent at the top. A live speed-to-lead timer on each call shows exactly how long the person has been waiting — green under 5 minutes, amber at 5-10 minutes, and flashing red after 10 minutes. Each call shows the reasons behind its urgency score and any red flags. Three counters at the top show pending callbacks, overdue calls, and calls needing review. One click to mark as done.
A simple list of everyone who has called. If the same person calls again, their calls are automatically linked together. You can add their email, address, and notes. Each client shows their full call history.
Inside each client, you can create "matters" to track their cases. Each case has a area of law, assigned solicitor, fee type, and a status that moves from Enquiry through to Active and eventually Closed.
Where you can customise the voice agent's behaviour: edit the text message templates, change the urgent transfer number, update office hours, turn the weekly report on or off, and change the voice agent's speaking prompt.
Charts showing call volumes, busiest times, area of law breakdowns, and trends over time.
Your security control centre. See who's logged in, review all activity, manage user passwords, and control how long data is kept. Shield icon in the sidebar.
A plain-English page explaining exactly what data is collected, how long it's kept, who can access it, and how to request deletion. Link in the footer of every page.
Setting up the voice agent takes about an hour on our side. Here's what we need from you and what happens next.
| Information | Why we need it |
|---|---|
| Your business phone number | So we can set up call forwarding to the voice agent. You keep your existing number — callers notice nothing. |
| Firm name & address | The voice agent introduces itself with your firm's name and can give your address to callers who ask. |
| Office hours | The voice agent knows when you're open and adjusts the greeting accordingly. After hours, callers are told when you'll be back. |
| Practice areas | So the voice agent can route calls to the right area of law and the AI can categorise enquiries. |
| Team names | So we can set up dashboard logins for each person who needs access. |
| Urgent transfer number | A mobile number for genuinely urgent calls (e.g. someone in custody). the voice agent transfers these directly. |
| Notification preference | Where should alerts go? Telegram or WhatsApp. We'll set up daily summaries and overdue reminders. |
| Weekly report email | Where the Monday morning summary should be sent. |
| When | What happens |
|---|---|
| Day 1 | You forward your number to us. the voice agent answers calls 24/7 from this point. You shadow the first 5–10 calls in the dashboard so you can see exactly what's happening. |
| Day 2–3 | We listen to those first calls together over a quick screen-share. Anything the voice agent got wrong, we fix in the prompt and re-test against the regression suite. |
| Day 4–6 | Live operation, with us watching every call. Any tweak gets pushed within 24 hours. |
| Day 7 | Handover review. You decide whether to expand the voice agent's scope (e.g. more departments, multi-language, calendar booking). |
Just one thing: set up call forwarding from your existing phone number to the number we give you. This is usually a 5-minute change in your phone provider's settings (BT, Vodafone, VoIP dashboard, etc.). We'll walk you through it.
We handle everything else: configuring the voice agent with your firm's details, setting up the dashboard, creating login accounts, connecting text messages and alerts, and testing everything before we go live.
the voice agent will sometimes get something wrong — that's true of any receptionist, human or AI. The difference is how fast it gets fixed.
| Step | What happens |
|---|---|
| 1. You flag a call | One click on any call in the dashboard marks it "needs review" with a free-text note. |
| 2. We see it the same hour | A Telegram message comes through to us automatically during business hours. |
| 3. We diagnose | We listen to the recording, read the transcript, and tell you whether it was a one-off, a prompt change needed, or a system bug. |
| 4. Small prompt fixes | Live within 24 hours. You see the change in writing. |
| 5. Bigger changes | We propose the change, you review the wording, and we score it against the 10-call test before it goes live. If the score drops, the change doesn't ship. |
Your dashboard handles sensitive client information — call recordings, transcripts, caller details, and case notes. We take this seriously. Here's what's in place to keep it safe.
Every time someone views a call, reads a transcript, changes a setting, or logs in, it's recorded with who, what, when, and from where. You can review this any time on the Security page.
Passwords are encrypted. Accounts lock after 5 failed attempts. Sessions expire after 30 minutes idle. New logins from unfamiliar locations trigger an instant Telegram alert.
Admin users can manage settings, export data, and reset passwords. Staff can view calls and update statuses. Nobody sees more than they need to.
All data travels over HTTPS (encrypted). The database is hosted on Railway with SSL connections. No data is sent in plain text.
UK GDPR requires every call recording to be disclosed. The voice agent states "this call is recorded" within the first five seconds of every call, on every call. Callers who object can request deletion at any time — we remove their data within 24 hours.
You control how long data is kept. By default, call recordings are automatically deleted after 90 days and transcripts after 365 days. You can change these from the Security page. Client records are kept until you manually delete them.
| Right | How it works |
|---|---|
| Right to deletion | Admin can delete all data for a specific caller from the client page — calls, transcripts, recordings, and client details are permanently removed. |
| Data export | Admin can export all firm data as a JSON file from the Security page. This covers all calls, clients, matters, and activities. |
| Access log | You can see exactly who accessed what and when. A downloadable report is available from the Security page. |
| Data processing | We act as your data processor. A Data Processing Agreement (DPA) is available on request, covering what data we handle, how, and for how long. |
| Feature | Status |
|---|---|
| The voice agent answering calls | Live |
| AI call summaries and urgency scoring | Live |
| Dashboard with all call details | Live |
| Callback queue (sorted by urgency) | Live |
| Client and case tracking | Live |
| Overdue callback alerts (Telegram) | Live |
| Speed-to-lead timer (live countdown) | Live |
| Explainable urgency scores (reasons) | Live |
| Red flag detection (review before callback) | Live |
| Weekly email report (every Monday) | Live |
| Automatic text message to callers | Live |
| Audit trail (who accessed what, when) | Live |
| Login protection (rate limiting, alerts) | Live |
| GDPR data deletion & export | Live |
| Security dashboard (admin) | Live |
| Data retention controls | Live |
| Consultation booking (book, edit, cancel + SMS) | Live |
| Spam/cold caller detection | Live |
| Silence timeout (30 seconds) | Live |
| 10-call regression test (every release) | Live |