Front office and telephony
A reception workspace where calls, callbacks, voicemail and text messages arrive with the caller’s context and your firm’s identity, routed by policies your firm publishes and can simulate first.
§ 1Front office and telephony
The reception workspace
A receptionist works from one screen: the queue, active calls, messages, callbacks, voicemails, prospects and appointments. Beside the call sits the context panel, with the caller’s match against your people and prospects, their existing matters, open requests, and the playbook for this kind of call.
Your firm’s identity is always on the screen: its name, logo, local time and special instructions. A receptionist who serves more than one firm never has to ask which firm the caller dialled.
- Presence: available, busy, wrap-up, offline
- Caller match against people, prospects and existing matters
- The playbook for the caller type, inside the call
- Firm identity strip on every screen that belongs to a firm
§ 2Front office and telephony
Handling a call
An offered call is accepted in the browser. The receptionist classifies the caller (new prospect, existing client, court, opposing counsel, vendor or unknown), then resolves, schedules, warm-transfers, creates a callback, opens an intake, records a client-service request or escalates.
A warm transfer reaches the attorney or team first; if they decline or do not answer, the caller comes back to the receptionist instead of being dropped. Every call ends with notes, a disposition and proposed follow-ups.
- Accept, hold, mute, warm transfer, conference
- Notes, disposition and follow-up tasks at wrap-up
- Callbacks with recorded attempts
- Voicemail handled from the same queue
§ 3Front office and telephony
Phone numbers and routing policies
Routing is a policy your firm owns: business hours and holidays, language, caller type, office and urgency, overflow and after-hours behavior. Each policy is versioned. You edit a draft, simulate it against example calls, and publish it; the previous version stays on record.
The product models four ways to connect a number: forward your existing number, port it, connect your own carrier over SIP, or add a new number. Live phone service runs through a carrier connection that is not certified yet, so it is in early access.
- Versioned routing policies, simulated before publishing
- Business hours, holidays and overflow rules
- Blocked numbers and a caller-ID policy for outbound calls
- Four connection modes: forwarding, porting, SIP, a new number
§ 4Front office and telephony
Recording, consent and text messages
Recording is off until your firm turns it on. A recording policy sets the mode, the retention and the disclosure the caller hears, per language, and the jurisdiction rules are yours to configure. Nothing is disclosed to a caller until the wording is approved.
Text-message threads belong to a number and a contact, with consent records and opt-out. Messages use approved templates; an approved template version cannot be changed, only replaced. Text messaging stays off until carrier registration is complete.
- Recording off by default; disclosures by language
- Consent records and opt-out on every text thread
- Approved template versions are immutable
- Quiet hours for text messages
§ 5Status
What is in the product today.
Each capability on this page, with its status. Not available yet means exactly that: it is not offered today.
- In product
A queue, an active-call screen with the caller’s context and the firm’s identity, callbacks, voicemail and text messages in one place.
- In product
Routing, recording and caller-ID policies are versioned and can be simulated before they are published.
§ 6Read next
Related features
You practice law. We run the operating system around you.
See how LegalBook would run your front office and case operations, with a plain account of what is available today and what is not.
LegalBook is not a law firm. It gives no legal advice and forms no attorney-client relationship. Your attorneys supervise all legal work.