Law firms - FAQ
Intake response time - common questions
The questions firms ask most about answering speed, pacing and what it costs to leave inquiries waiting.
For attorneys and firm administrators. Injured people should not use this page.
If your question is not here, the criteria conversation is where it gets answered.
Question 01
How fast is fast enough?
There is no universal number, and anyone quoting one is describing someone else's firm. What matters is the gap between an inquiry arriving and a person speaking to it, measured from your own records across the week - including evenings and weekends if you accept inquiries then. The pilot sets pacing to that measured figure, not to a target someone hands you.
Question 02
What does response time have to do with cost?
Everything. An inquiry answered in five minutes and one answered the next day are the same line on an invoice and completely different assets. If your contact rate is low because of delay, you are paying full price for a fraction of the value - and it shows up as a bad source rather than a slow desk.
Question 03
Can delivery be limited to hours we can actually cover?
Yes. Pacing windows are written into the scope before anything starts - daily limits, weekly limits, and the hours in which inquiries arrive. If nobody answers on a Sunday, nothing should arrive on a Saturday night.
Question 04
What happens to inquiries we cannot reach?
The attempt sequence is agreed in writing: how many attempts, over what period, by which channel, and when the record is closed. Every attempt is logged, so there is no argument afterwards about whether an inquiry was worked.
Question 05
Do we have to change how our intake is staffed?
No. How you staff the desk is your decision. What changes is that delivery is paced to the cover you actually have, and response times are recorded so you can see what the current staffing produces.
Question 06
What does this subject cost to explore?
Nothing before a pilot is scoped. The criteria conversation and the response-time measurement are part of defining the pilot, and you see the cost and the cap before approving anything.
Your question
Ask about criteria or cost
Send the question this page did not answer, with your criteria if you have them. We reply in writing.
What happens next
- 01We reply within one business day and propose a time.
- 02We draft your criteria document and send it back for corrections. Nothing is delivered until you approve it.
- 03If we can meet the standard, we quote per billable inquiry. If we cannot, we say so.
We do not sell or share what you submit here, and we do not use it for anything other than responding to your enquiry.
Next step
Take the question to a call
Thirty minutes with our team on criteria and economics, with your questions on the table.