How it works
From landing to finished file
The mechanics, without hand waving. What happens at each stage, what it writes down, and what you control.
Greet
Opens in context using the session it can already see, rather than asking what brought them here.
Qualify
Your criteria, conversationally. Branches on answers. Required fields cannot be skipped.
Verify
Confirms what matters, captures consent, and flags anything needing a person now.
Route
Applies your rules, delivers to the owner, pages on urgent.
Brief
Writes the structured file with a human summary on top.
What you configure
| You set | What it controls |
|---|---|
| Questionnaires | The questions, their order, the branching, and which answers are mandatory |
| Acceptance criteria | What counts as a file worth routing, and what gets marked for review instead |
| Routing rules | Who receives what, by practice area, service line, territory, language or value |
| Urgency | Which conditions page a human immediately rather than queueing |
| Boundaries | What the agent may never say, and what it must say every time |
| Consent text | The exact wording shown, versioned so past records stay provable |
| Voice and tone | How it sounds, what it calls itself, and how it opens |
Consent and records
Every consent is stored with the exact text shown, its version identifier, timestamp, IP address and device. Consent strings are versioned rather than edited, so a record from six months ago can still be reproduced exactly as the person saw it. That is the difference between having consent and being able to prove it.
Guardrails are enforced, not suggested
Boundaries are not a line in a prompt hoping to be obeyed. Refusals are classified, logged and sampled for human review. Anything the agent said that should have been a refusal is an incident, gets corrected, and the affected transcripts get re-checked.
Where the data lives
- Files written into your Salesforce, Litify, case management system or CRM
- Transcripts retained and searchable, attached to the record rather than pasted into it
- Health and other sensitive details collected only with affirmative opt in
- Deletion requests honoured, with a clear account of what must be retained and why
Getting started
- Walkthrough. About thirty minutes, run against your intake questions and your site rather than a canned demo.
- Configuration. We build your questionnaires, criteria, routing and boundaries, and you review every one.
- Quiet launch. It runs alongside your current process so you can compare what it produces against what your team produces.
- Live. It takes first contact, and your team works finished files.