2-Way Messaging
Every call, text, and email with a client, in one thread.
Intake staff should not need five tabs to find out whether a client was already called. LegalVoice puts every call, text, email, website chat, and web form for a client in a single chronological thread, with a browser softphone built into it.
And the calls nobody wants to make — records departments, billing offices, imaging centers, pharmacies — can be handed to an AI that works through the phone tree, waits on hold, and comes back with the reference number, the fee, and the expected date.
One thread per client
- Calls with their transcripts, texts, emails, website chat, web forms, and case-management updates all land in the same chronological thread.
- Emails arrive with the quoted reply chain stripped out, and website chat is grouped by session instead of scattered through the thread.
- Web-form submissions arrive with their attachments, including the signed retainer and HIPAA authorization.
- A Team Inbox shows the whole firm's clients with unread counts, search by name, phone, or email, and per-channel filters.
A softphone in the same window
- Call from the browser using a caller ID assigned to the firm, with a keypad, mute, and in-call digits.
- Calls are recorded and the transcript builds live while the call is still going.
- Call Coach listens and suggests the next question, and staff can ask it something mid-call.
- Warm-transfer a live call to a colleague, or import a dialing list from a Google Sheet or the firm's case-management system.
An AI that makes the records calls
- Describe the mission in plain English, pick a voice, and the AI places a real call to the provider.
- It identifies the office, works through the phone tree, waits on hold, and captures the representative name, reference number, fee, delivery method, and expected date.
- Purpose-built callers exist for medical records, itemized bills and ledgers, imaging centers, and pharmacies, each with its own question order and the exact fields it must bring back.
- The records chaser re-dials on a set schedule and escalates to a person after the fourth attempt.
Guardrails, stated plainly
- Texts sent from the inbox require a consent confirmation, and the server rejects the send without it.
- When a client replies STOP, we recognise it and record the opt-out on their contact record.
- Every client record shows whether SMS and email consent is on file.
- The AI is instructed never to claim an authorization or signed release it hasn't been given, and to stop and report back when one is required.
Common questions
Does this replace our phone system?
No. The browser phone is for calling out — it dials with your firm’s caller ID, records the call, and builds a live transcript while you talk. Inbound calls keep ringing wherever they ring today.
Do clients text a real number?
Yes. Texts go out on your firm’s texting number and replies come back into the same thread, next to the calls and the emails. Texts sent from the inbox require a consent confirmation, and the server rejects the send without it.
What happens when a client replies STOP?
When a client replies STOP, we recognise it and record the opt-out on their contact record. Every client record shows whether SMS and email consent is on file, right on the details rail, so the person about to hit send can see it.
Do we need to connect our email?
To send email, yes. You connect Gmail or Outlook from the client’s details rail. Until you do, the email tab tells you to connect a mailbox instead of letting you send into a void.
What can the AI dialer actually do on a call?
It telephones the office, works through the phone tree, waits on hold, asks its questions in order, and captures names, reference numbers, requirements, fees, status, timing, and blockers. It is built for the operational call — confirming status, requirements, fees, and timing — not for negotiation or legal discussion. It makes a phone call; it does not fax, mail, or file anything.
What stops the AI from saying something it should not?
The AI is instructed never to claim an authorization or signed release it hasn’t been given, and to stop and report back when one is required. It is also instructed never to invent a patient, claim, date, or identifier, to give no legal or medical advice, and to make no threats or promises about outcomes.
What if the records department does not pick up?
The records chaser re-dials on a set schedule and escalates to a person after the fourth attempt. It stops early if the records arrive or someone on your team stops it. If a machine picks up, the AI can leave a short scripted message without sensitive details.
How do we turn the provider chasers on?
Provider-chase calling runs as a configured workflow set up with your team. The manual AI dialer inside Conversations — pick a persona, write the mission, hit dial — is there from day one. Case-status changes synced from your case-management system show on the client’s thread as Case update activity.