A legal intake coordinator listening on a headset in a small law office.

Give the intake director the calls behind signed cases and missed consultations.

An injured caller wants to know whether the firm can help while the specialist must capture facts, check conflicts, and secure a consultation. CallSniper reviews the recordings the firm is authorized to use against its intake standard, giving the director specific examples from the internal team and overnight vendor.

“I’m so sorry you’re dealing with this.
Before we go further I need to run a conflict check.
Can you spell the other driver’s name?”

Empathy first, then the conflict check, verified on every recorded intake call.

Authorized intake recordings,
one review standard.

Recording policy differs by firm and jurisdiction, so the pilot starts with calls the firm is authorized to keep and use. CallSniper applies the approved intake scorecard to internal and vendor recordings, then links flagged findings to the transcript for the intake director or managing attorney.

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Follow an intake call from the first ring to the booked consultation.

Each row is a moment the scorecard checks and the conversation it opens with the team.

The momentThe detail to reviewThe team conversation

Greeting

Was the call answered live, was the recording disclosure delivered where your policy requires it, and did the specialist acknowledge the injury before asking a question?

Compare the opening against the disclosure and empathy language your training uses.

Fact gathering

Were the injury, the liability facts, the insurance status, and the date of the incident captured?

Use the transcript to see which facts were missed and where the caller stopped talking.

Conflict check

Did the specialist collect the other party’s name and run the check before discussing representation?

Pull every call where the check was skipped and review them with the intake lead.

Consultation

Was a consultation booked with a specific day and time, and was the callback promise recorded?

Track how often the booking happens by specialist and by vendor.

An intake call scorecard, 100 points.

Points are illustrative, so fit them to your practice areas and the intake training your firm runs.

Criterion	Observable behavior	Points
Live answer and disclosure	Answers within the firm’s target and delivers the recording disclosure where your policy requires it	10
Empathy shown	Acknowledges the injury before the first qualifying question	15
Facts captured	Records the injury, how it happened, and who was at fault	20
Insurance and dates	Confirms insurance status and the date of the incident	15
Conflict check	Collects the other party’s name and runs the check before discussing representation	15
Consultation booked	Sets a consultation with a specific day and time	15
Callback kept	States the next step and logs any callback promise	10
Total		100

Illustrative review flags

A case value, settlement figure, or outcome promised to the caller
Legal advice given by an intake specialist without a law license
A recording disclosure skipped where state consent law requires it
A representation conversation held before the conflict check

Bring these to a pilot.

A month of intake recordings the firm already keeps, including the overnight vendor's, from the lines your policy allows you to record
Your intake script and the empathy language it requires
The conflict check steps a specialist must complete
The signed case report your managing partner reviews

The pilot starts with recordings the firm already holds, scores them against your intake standard, and puts the result beside the signed case numbers you track.

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Make it fit
your operation.

Confirm the workflow with the people who will use it.

Can it score calls answered by our intake vendor?

Yes. Identify vendor and internal recordings in the upload data, then review both groups against the same approved intake criteria.

Our firm does not record every call. Can this still work?

Yes. Recording policy varies by firm and by state consent law, and the pilot starts with the calls your policy already lets you keep, which for many firms means the intake line and the answering vendor’s line. Calls that your policy or state law keep off the record stay off the record, and the scorecard applies to the rest.

Does it handle recorded calls that contain sensitive injury details?

Processing runs on a private engine Trinsic hosts in its own cloud. Review the available permissions and agree recording access and confidentiality requirements with the team before uploading client calls.

Where do the recordings come from?

The pilot can begin with audio your phone system or intake vendor already holds and the firm is authorized to use. Any scheduled pull or connection to the phone platform must be confirmed and scoped during the pilot.

Start with the intake calls you already record.

Bring a month of recordings and the script your specialists train on. See which calls booked, which ones stalled, and what the difference sounded like, before the pilot touches a live line.