Firms & legal operations
Intake that never misses a matter.
A missed first call is a missed client. Intake is highly structured - conflict check, matter type, urgency - and it is conducted by whoever happens to be at the desk.
An illustrative reference architecture, not a customer
case study. No organisation is named and no deployment is described - this is
what the layers look like for a legal services organisation,
so you can map it onto your own estate.
Channelswhere the conversation starts
Inbound numberspublished lines
SIP / contact centreexisting estate
Outboundcampaigns and callbacks
In-appbrowser WebRTC
▼
VoiceKernelthe agentic voice layer
Conversationagent, voice, turn taking
Knowledge groundinganswers with citations
Tool callsreads and writes back
Transferto a human, with context
Tenant isolationownership registry
Audit and erasureper call, per mutation
▼
Integrationyour boundary, your rules
REST + typed SDKscoped API keys
Signed webhooksretried, replayable
Live event streamSSE
▼
Legal Servicesyour systems of record
Practice managementmatters, clients, deadlines
Conflict systemconflict checks
Document managementengagement and evidence
Billing / trustrates and disbursements
CRMenquiry pipeline
Only the bottom layer is specific to legal services. The
three above it are identical in every deployment, which is the point: the
voice layer does not need to know what industry it is in, only which systems
it is allowed to reach and what it may say.
What it changes
Mechanisms, not projections. Each of these follows from something structural
about the work, so you can check whether it holds for your own queues.
First contact stops depending on availabilityEnquiries arrive when someone has just had a problem, which is rarely during a free moment at the firm.
Conflict checks happen at intakeBefore any advice is given and before a relationship forms, which is when they are actually useful.
Fee earners stop taking status callsBillable time stops being consumed by questions the practice management system can answer.
Intake is uniform and evidencedEvery enquiry captured the same way, with a transcript, which matters if the engagement is ever disputed.
What the agent actually does
New enquiry intakeCapture the matter type, the parties and the urgency, run the conflict check, and book the consultation.
Matter statusTell an existing client where their matter sits and what is outstanding, without interrupting the fee earner.
Deadline and appointment remindersOutbound for court dates and document deadlines, with rescheduling in the same call.
What keeps it deployable
No legal adviceA hard boundary in the prompt and in tool availability; anything advisory transfers to a practitioner.
Privilege and confidentialityTranscripts held in your systems under your retention policy.
Conflict before disclosureThe agent takes the minimum needed to run the check and no more until it clears.
Intake is the highest-value conversation a firm has and the one most often answered by whoever is closest to the phone.
NextRead the source
Everything above is in the open-source Community edition. Nothing on
this page needs a licence.
NextRun it yourself
Point it at your provider account and put one queue through it before
you talk to anybody.
NextThen buy the guarantees
An Enterprise agreement adds the SLA and the
support contract when it carries real volume.