Turn more prospective-client calls into intake-ready opportunities. Customer Direct answers in your approved firm voice, captures the matter context your intake team needs, schedules consultations, and routes urgent requests without crossing legal-advice boundaries.
Start with after-hours coverage, overflow intake, or a dedicated legal support team.
Industry services
Combine a professional first response with the scheduling, documentation, and routing work required to move an inquiry forward.
Capture approved details while the prospective client is ready to explain the matter and take a next step.
Schedule approved consultations, callbacks, and follow-up windows around firm and attorney rules.
Handle approved administrative questions and give existing clients a documented path to the right contact.
Apply firm-approved urgency criteria and escalation paths when the intake team is unavailable.
Action through technology
Every Customer Direct program includes Happitu, our proprietary AI platform for conversation intelligence and Auto-QA. Configured around your intake operation, it surfaces matter demand, lead-source quality, consultation objections, intake friction, and coaching opportunities. These insights go beyond what even the best-trained agents can report on their own.
Classify matter demand, urgency, and lead-source trends to see which inquiries convert and which stall.
Top Call Reasons
Fee uncertainty
Most common before consultation booking
Connect intake completeness and consultation outcomes to the sources and routing steps responsible for follow-up gaps.
Intake signals
Cross-source trends
Signals detected
121
Lead sources flagged
3/8
Search ads
Intake drop-off · 29 mentions
Referrals
Consultation lag · 19 mentions
Directories
Duplicate inquiries · 9 mentions
Auto-QA evaluates every eligible call against firm-specific intake and service standards. Customer Direct uses the results to identify gaps, coach agents, and track improvement.
Team performance
Program quality overview
Quality score
↑ 2.8 points
Compared with prior period
Coaching focus
Matter-value framing
Customer Direct
Captures approved matter, urgency, qualification, source, and scheduling context.
Basic message-taking service
Takes contact details for a later callback.
Customer Direct
Works within approved calendar and attorney-availability rules.
Basic message-taking service
Forwards a request for the firm to schedule.
Customer Direct
Supports approved CRM, tagging, routing, and escalation steps.
Basic message-taking service
Delivers a message outside the intake workflow.
Customer Direct
Uses Happitu Auto-QA and conversation intelligence against firm-specific criteria.
Basic message-taking service
Reports primarily on calls and messages.
Engagement models
Choose focused coverage or a fully managed operation, then expand after workflows and performance meet agreed expectations.
Start with a focused answering-service program for defined calls, scripts, messages, and routing without committing to a dedicated team.
Add trained capacity when internal teams are busy or demand exceeds the coverage they can provide.
Extend coverage across evenings, weekends, holidays, and overnight periods using approved workflows and escalation rules.
Build a dedicated team around higher volume, deeper system work, multiple channels, and program-specific performance goals.
See how Customer Direct designs workflows, systems, staffing, training, quality monitoring, and continuous improvement around your operation.
Explore Our ProcessRepresentatives can support approved intake and communication workflows inside legal CRM, case-management, calendar, phone, and reporting systems.
Confidentiality, system access, recording, permitted intake, legal-advice boundaries, message delivery, and escalation requirements are confirmed for each firm.
Define the practice areas, questions, scheduling rules, systems, boundaries, and escalation paths your firm requires.
Programs are configured to your firm's compliance and confidentiality requirements, with secure handling built in from setup rather than added after the fact.
Yes. We can answer calls, collect approved intake information, route urgent matters, schedule consultations, and document conversations.
Yes. Customer Direct can support workflows inside common legal CRMs and case management tools where access and process requirements allow.
No. Agents follow approved intake and routing workflows and escalate legal advice questions to your firm.
Agents can follow your approved greeting, tone, and intake workflow so callers receive a professional first response aligned with your firm.
Yes. We can follow approved routing rules for practice area, location, attorney availability, urgency, language, and other intake criteria.
Agents can collect the approved contact, matter, urgency, referral, and scheduling details your firm needs while following your legal-advice and conflict-sensitive boundaries.
