Innovative Intake -- Roth Law Firm

Step 2 -- Search Client

READ THIS TO CALLER:"May I have your name so I can pull up your file?"

Type 2+ characters

Client

Case Email

Legal Support -- Transfer 1st

Attorney -- Transfer 2nd

Step 3 -- Fill In and Transfer

READ THIS TO CALLER:"Can you verify the spelling of your name so I can access your file?"

THEN ASK:"Just to confirm -- can you verify your date of birth for me?"

WHAT TO DOFill in each blue box below. Type exactly what the caller tells you. Do not skip any box marked with a red *

1 Caller Name *Type the caller's full name exactly as they spell it

2 Caller Type *Who is this person? Click the dropdown and select one

3 CompanyOnly if caller is from a company. Leave blank if caller is the client themselves

READ THIS TO CALLER:"And what is the best callback number for you in case we get disconnected?"

4 Callback Number *Type the phone number the caller gives you

READ THIS TO CALLER:"Great, thank you. Let me connect you with your legal team. Please hold for just a moment."

Transfer Order (from client card above)

1st: Legal Support

↓ no answer

2nd: Attorney

↓ no answer

3rd: Transfer Now to voicemail

📞 HOW TO TRANSFER IN JUSTCALL -- Follow These Steps

1

Click the + Transfer button on your active call screen

2

Stay on the My Teams tab. Type +1 then the 10-digit phone number from the card above

You MUST type +1 before the number or it will not find it. Example: +14706489864

3

Click the number when it appears in the results list

4

Select "Talk to [number] first" -- the caller is placed on hold and you speak privately with staff

5

When staff answers, announce the caller:

"Hello, I have [Caller Name] calling about [Client Name]'s case. Can I put them through to you?"

6

Staff confirms → click ⏸ Pause next to caller's name → all three parties joined

"[Client Name], I have [Staff Name] on the line with you -- have a wonderful day."

7

Confirm both hear each other → click red hang up → click Dismiss (top right) to return to queue

⚠

If Legal Support does NOT answer: Hang up transfer, return to caller, try Attorney number. If Attorney also no answer → click Transfer Now to send caller to Legal Support voicemail.

Step 4 -- After the Transfer

WHAT HAPPENED ON THE CALL?Click ONE button below that matches what happened. Did you connect the caller to staff? Or did they go to voicemail?

5 Call Notes *Write a short summary. Include ALL of the following information:

Auto-Email Preview

💕 New Potential Client

WHAT IS THIS?The caller is NOT an existing client. They are calling because they want to hire the law firm. You will collect their info and transfer them to Intake or Drew.

READ THIS TO CALLER:"You have absolutely called the right place -- I am so glad you reached out. Let me get a few quick details so I can connect you with the right person right away."

THEN ASK:"Can you verify the spelling of the injured party's name?"

1 Injured Party Name *The person who was hurt -- verify spelling carefully

2 CompanyOnly if calling from a company or law firm

3 Callback # *Ask: "What is the best callback number for you?"

READ THIS TO CALLER:"And what is the best callback number for you in case we get disconnected?"

THEN SAY:"Perfect -- please hold while I connect you."

Transfer Numbers -- New Clients Only

1st -- Intake: +1 (678) 403-7177

↓ if no answer

2nd -- Drew Thomas: +1 (615) 910-7950

Drew is ONLY the backup for new potential clients. Never use Drew for existing clients.

📞 HOW TO TRANSFER IN JUSTCALL

1

Click + Transfer → My Teams tab → type +16784037177 (Intake)

2

Select number → click "Talk to [number] first"

3

When staff answers, announce the caller:

"Hello, I have a new potential client on the line -- [Caller Name]. Can I put them through?"

4

Staff confirms → click ⏸ Pause to merge → intro → hang up → Dismiss

⚠

No answer at Intake? Hang up transfer, return to caller, try Drew at +16159107950. If Drew also no answer → Transfer Now to Intake voicemail.

After the Transfer

WHAT HAPPENED?Click ONE button below

4 Notes *Write a short summary of the call

📝 Non-Client Matter

WHAT IS THIS?The caller is NOT a client and is NOT seeking legal help. They are a vendor, solicitor, or someone calling about business matters. You will take a message -- do NOT warm transfer.

READ THIS TO CALLER:"Of course -- let me take down your information."

DO NOT warm transfer. Take a message or send to voicemail only. Emails go to afterhours + admin (Lauren Moyer).

ASK:"Can you verify the spelling of your name please?"

1 Caller Name *The person on the phone

2 TypeWhat kind of caller is this?

3 CompanyWho do they work for?

ASK:"And what is the best callback number for you in case we get disconnected?"

4 Callback # *Type the number they give you

ASK:"And what is the nature of your call?"

WHAT HAPPENED?Click the button that matches what you did

5 Detailed Message *Write everything the caller wants the firm to know

READ THIS TO CALLER:"Staff is away from their desk. I will put you through to voicemail so they can return your call."

🏦 ServisFirst Bank

WHAT IS THIS?The caller is from ServisFirst Bank. You MUST do a live warm transfer to Lauren Moyer. Follow the steps below exactly.

LIVE TRANSFER to Lauren Moyer REQUIRED. Full warm transfer protocol -- do not take a message unless Lauren is unavailable.

Transfer Number

Lauren Moyer: +1 (404) 250-3236 then enter ext 1258

📞 HOW TO TRANSFER IN JUSTCALL

1

Click + Transfer → My Teams tab → type +14042503236

2

Select number → click "Talk to [number] first"

3

When the system answers, enter extension 1258

Wait for the system prompt before entering the extension -- do not enter it too early

4

When Lauren answers, announce:

"Hello Lauren, I have [Caller Name] from ServisFirst Bank on the line. Can I put them through?"

5

Lauren confirms → click ⏸ Pause to merge → intro → hang up → Dismiss

ASK:"Can you verify the spelling of your name please?"

1 Caller Name *The person from the bank

2 CompanyShould be ServisFirst Bank

3 Callback # *Ask for their direct number

WHAT HAPPENED?Click ONE button below

4 NotesReason for the call, any message

Step 1 -- Answer and Greet

Admin Dashboard

Calls by Agent

Calls by Disposition

Your Billable (per call rounded up to nearest minute)

Agent Management

Roth Law Firm -- Call Activity