Multilingual personal injury intake
Who answers a Spanish-speaking PI caller on Saturday?
A firm can configure LegalVoice to answer a Saturday Spanish-language PI call using an assigned Spanish voice and reviewed Spanish intake path, then schedule, transfer, create a callback, or send the record to staff under the firm’s rules. Website intake can use English, Spanish, or a visitor-facing English/Spanish picker. Each greeting, disclosure, question, voice, and handoff still requires firm review before launch.
Connect every handoff
Saturday coverage is a schedule plus a reviewed Spanish workflow
The firm defines when the bilingual agent answers, which line and caller types it covers, and which staff or calendars are available on weekends. A Spanish-speaking new lead can follow the reviewed Spanish PI questions; an existing client, provider, adjuster, vendor, or caller asking for a person can follow a separate approved path.
If no Spanish-speaking person is available for a requested transfer, the workflow should preserve the caller’s language, collected context, requested next step, and callback or review owner. It should not promise when a person will respond.
Treat voice and web language coverage as two explicit configurations
The website intake experience can use English, Spanish, or a visitor-facing English/Spanish picker. Live voice routing uses an ordered set of configured language profiles; the first profile controls the greeting, and each routed language needs a compatible assigned voice before voice switching is ready.
The voice-language catalog includes options beyond English and Spanish, but a single agent routes among no more than four saved profiles. Catalog availability is not the same as a reviewed, active firm workflow.
Switch only on clear language evidence
The live voice runtime is designed to route only among the languages configured for that agent. An explicit request or a full clear sentence can initiate a change; a name, accent, country, isolated greeting, or background speaker should not.
- Keep the current language when the signal is ambiguous.
- Offer staff follow-up when the requested language is not configured.
- Keep a human escalation path for distress, misunderstood answers, or requests for a person.
Review greetings, disclosures, and intake meaning in each active language
LegalVoice settings support an ordered primary language, language-specific voice selection, greeting updates, and configurable opening disclosures. The firm should review the actual wording callers will hear, including recording and AI disclosures, rather than treating a generated translation as legal or linguistic approval.
Question order, defined terms, names, dates, insurance details, and escalation phrases should be tested in each active language with simulated calls before broader use.
Preserve what was said and label what was translated
Keep the original transcript or intake answers, detected or selected language, structured fields, disposition, and staff handoff together. Do not present a generated translation as a certified translation, and do not silently replace the original-language record when staff needs an English review copy.
workflow
Multilingual intake launch workflow
A conservative sequence for launching a bilingual or multilingual intake path.