Smith.ai

The AI receptionist answers every inbound call, greets callers under the firm's name, and conducts structured intake conversations. The system captures contact details, gathers case or matter information, and guides callers through firm-defined intake sequences — handling both routine and complex intake scenarios without a pre-scripted decision tree.

Custom qualification workflows screen callers against firm-defined criteria before routing to the appropriate outcome. Qualification logic can be configured by practice area, lead source, case type, jurisdiction, or other parameters, ensuring that only qualified prospects advance to scheduling or attorney transfer. FAQ handling is also built into the qualification flow, directing callers toward action rather than simple yes/no responses.

The platform connects to a firm's systems in real time to retrieve dynamic information during a call — such as matter status, scheduling availability, or client records — enabling the AI to provide accurate, context-aware responses drawn directly from connected data sources rather than static scripts.

The AI receptionist books appointments directly during the call through calendar integrations, without requiring a callback workflow. Consultations, follow-up calls, and intake meetings can be scheduled in real time based on live availability.

When a call requires human judgment — due to complexity, sensitivity, or caller preference — the system routes to a live agent within the same workflow. This escalation path is available 24/7 and is designed to be seamless to the caller, maintaining continuity of the interaction rather than restarting intake.

Firms configure the AI receptionist's behavior through call playbooks that define intake questions, qualification criteria, FAQ responses, escalation triggers, and post-call actions. Playbooks are built without coding or decision-tree configuration and can be tailored by practice area or matter type.