Your Client Communication Agent Tracks Every Callback While You Draft
What it takes off your plate
The AgentWorks Client Communication Agent handles the flow of client calls, emails and status questions around each matter, so your attorneys and their legal assistants stop being interrupted all day and can give the client in front of them their full attention.
Here is the day in most practices. An attorney is drafting a motion when the phone rings. A client wants to know whether the other side responded. The legal assistant takes a message and promises a callback. The message lands in an email thread with four others. By the end of the week the callback has not happened, the client calls again, and now they are annoyed. Nobody logged the first call, so the time never reached the bill. Multiply that across every open matter and the firm has two problems at once: clients who feel ignored and attorney time that disappears.
What the Client Communication Agent does, step by step
The Client Communication Agent takes over the communication itself, then handles the records behind it.
- It answers and sorts. Every inbound call, email and text is read and sorted by urgency: a hearing tomorrow, a settlement offer, or an emergency goes to the attorney right away; a routine status question waits for the next callback window.
- It answers what it can. When the question is about something already on the matter record, such as the date of the next hearing or whether a document was filed, it replies from the record and notes the reply.
- It schedules the callback. When a client needs the attorney, it checks the attorney's calendar for an open window and books the call, then confirms the time with the client by text or email.
- It chases the promise. If a scheduled callback is missed, it reminds the attorney and offers the client a new time the same day. A promised call does not quietly disappear.
- It sends status updates. On the cadence the firm sets for each matter, it drafts a plain-language update (what happened, what comes next, what the client needs to do) for the attorney to approve and send.
- It logs everything for billing. Each call, email and update is logged on the matter with the duration and a short description, ready for the attorney to confirm as a time entry.
It works in the tools the firm already runs, such as Clio for matters and time, Outlook or Google Calendar for availability, and the phone and email lines clients already use.
Where the work is recorded
Every interaction goes on the client and matter record in your CRM. When a client calls, whoever answers sees the last message they sent, the update they received, and the callback on the calendar. Nobody asks the client to repeat themselves, and no attorney has to dig through an inbox to find out what was promised.
In the practice management system, the logged communications sit on the matter as draft time entries with descriptions attached, so the attorney reviews and approves them instead of reconstructing the week from memory. The next morning the legal assistant sees which callbacks are booked, which clients are due an update, which messages were urgent overnight, and which draft time entries are waiting. An agent that could not record its results would be a chatbot. This one leaves the client history and the billing record in one place.
What your people do instead
Your attorneys stay with the work and the client in front of them: the negotiation, the deposition, the meeting in the conference room. They return calls in the windows set for callbacks, with the client's question already summarized. Your legal assistants spend their time on client service, the anxious client who needs a human voice, instead of routing messages and apologizing for missed calls.
Judgment stays with the lawyer. What to tell a client about strategy, risk or settlement is legal advice, and the Client Communication Agent never gives it. It routes those questions to the attorney, drafts the routine updates for approval, and keeps the calendar and the records moving.
Communication after engagement mirrors communication before it. If new clients are also waiting on you, read about how firms remove friction at intake and capture overnight intakes before a competitor does.
One next step
See whether client communication is the workflow to hand over first. The free Legal Industry Assessment shows which workflow an agent should take first in your firm. To see every agent built for law firms, including the AgentWorks Client Communication Agent, visit the Legal industry page.
See where the Client Communication Agent would start in your legal business.
I'm Victoria, the Legal ambassador here. The free Industry Assessment reads your website and asks how calls, follow-ups and records happen today, then shows the first workflow worth handing to an agent like this one — and what your team gets back. Leave your email and I'll send the link.
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