Web Chat, SMS, Email, Facebook & Instagram in One Brain
Most prospects who land on a law firm website won’t pick up the phone. They’ll DM your Facebook page, text the number, or open the chat widget — usually outside business hours. Generic chatbots send them to voicemail. Ours qualifies, books, and converts in real time, across every messaging channel they prefer.
One Chatbot Across Six Channels
Most law firms run separate (or no) chatbots for each platform. Web chat is one tool, SMS is another, Facebook DMs are answered by hand, Instagram gets ignored. Our snapshot unifies all six channels into a single AI brain that knows your firm, your practice areas, and your calendar.
- Website live chat. Embedded widget on your site. Conversational interface that asks the right questions for the practice area the visitor browsed (PI, family, immigration). Books to your calendar without leaving the page.
- SMS to your firm number. Inbound texts to your firm’s number get auto-answered within 30 seconds. The same AI that handles your phone calls runs your SMS — same intake logic, same qualification, same booking ability.
- Facebook Messenger. Connected through Meta Business Suite. The AI replies in real time to anyone who messages your firm’s Facebook page — a major intake channel for criminal defense and immigration practices specifically.
- Instagram DMs. Same Meta Business connection. Critical for younger demographics — Instagram has overtaken Facebook for prospects under 35 in many practice areas (family law, employment, DUI).
- Email auto-response & AI follow-up. Inbound emails to your intake address get parsed, classified, and answered with appropriate follow-up. Auto-acknowledgment within 30 seconds. AI-drafted personal reply within an hour for paralegal review.
- WhatsApp Business (where applicable). For immigration firms serving Hispanic communities and family law firms with international clients, WhatsApp is often the dominant channel. Connected via WhatsApp Business API on request.
Built for Legal Intake, Not Customer Service
Most chatbots — Intercom, Drift, Tidio, Zendesk’s bot — are built for SaaS customer service: answer FAQs, route tickets, suggest help articles. They fail at law-firm intake because legal intake isn’t a customer-service problem. It’s a qualification problem.
Our chatbot is calibrated for the specific decisions a paralegal would make on every conversation:
- Practice-area qualification. The first question is rarely “how can I help?” It’s “what kind of legal matter is this about?” — because the rest of the conversation depends on the answer.
- Urgency triage. A criminal-defense prospect saying “they’re at the police station right now” gets a different response than someone saying “I have questions about a will.”
- Conflict awareness. The bot doesn’t make engagement promises until conflict checks complete.
- Booking ability. Most chatbots collect contact info and email it to your inbox. Ours actually books to your calendar in real time. Difference between “lead capture” and “lead conversion.”
- Channel parity. The Facebook conversation continues on SMS if the prospect prefers — full context preserved across channel switches.
The escalation rule
The chatbot is good at qualification, urgency detection, and routine booking. It’s not designed to give legal advice or assess case merits — that’s a human’s job. So the system has clear escalation rules: as soon as a conversation veers into “what should I do?” or “is my case strong?” territory, the bot offers a callback or live transfer to an attorney within an hour. The bot’s job is to gather facts so the attorney can make the best use of the consultation; it never substitutes for the attorney’s judgment.
Multi-language by default
The chatbot detects the visitor’s language from their first message and responds in that language. Spanish + English are pre-loaded. Mandarin, Vietnamese, Tagalog, Arabic, Korean, Punjabi, Portuguese, Russian, French — added during the 10-hour customization window for free.
What Actual Conversations Look Like
Web chat — DUI prospect at midnight
“Hi I just got pulled over and they took my license. What do I do?”
Bot: Got it — sorry to hear. Can I ask: were you arrested for DUI specifically, and when did this happen?
“Yes, like 2 hours ago. They took me to the station and gave me back my car keys but I have a court date.”
Bot: Important — you have 10 days from arrest to request a DMV hearing or your license is suspended automatically. Let’s get you on the attorney’s calendar tomorrow morning. Are you available at 9 AM or 10:30 AM?
Instagram DM — harassment intake
“hey i need to talk to someone about something happening at my job but i’m scared to call from work”
Bot: Got it — I’m Sarah, no need to call from work. We can keep talking right here, or text. Let me ask: is what’s happening currently ongoing, and are you safe right now?
“yeah ongoing. it’s harassment from my supervisor. i’m safe physically just stressed”
Bot: I’m sorry you’re dealing with this. Two important things — please start saving any work emails, texts, or messages to a personal account before anything happens to your access. And let’s get you on a confidential call with the attorney.
Spanish-language Facebook DM
“Hola, necesito ayuda con un caso de inmigración”
Bot: ¡Hola! Soy Sara. Me da mucho gusto ayudarle. ¿Me puede contar un poco sobre la situación? Por ejemplo, ¿es un caso familiar (esposa, hijos), de trabajo, o de algo más urgente como una notificación de USCIS?
AI Chatbot FAQ
Will the bot pretend to be human?
The bot has a name and personality but discloses AI when asked directly. We default to non-deceptive — visitors who specifically ask 'are you a real person?' get a clear answer that they're talking to an AI assistant who can connect them to a human attorney. Most don't ask, and most are satisfied either way.
Does it actually book to my calendar in real time?
Yes. The bot sees your firm's actual availability via Google Calendar / Outlook / GHL Calendar integration. Proposes available slots. Books selected slots immediately. Sends calendar invites to both sides. No middleware, no delays.
What if a conversation gets complex?
The bot offers to bring in a human (callback within an hour, or live attorney transfer if available). The conversation transcript follows the lead — when the attorney calls back, they have the full context already gathered.
How does it integrate with my existing CRM?
Native integration with GoHighLevel (the snapshot is built on GHL). Webhooks to Clio, MyCase, PracticePanther, Filevine, Litify, CASEpeer for case-management sync.
Is this HIPAA-aware?
For practices handling PHI (medical malpractice, certain immigration cases involving health records), we configure restricted-access protocols and signed BAA. Tell us at onboarding.
Can it handle WhatsApp?
Yes — WhatsApp Business API integration available on request. Critical for immigration firms serving Hispanic / Latin American communities and family law firms with international clients.
One AI Chatbot. Six Channels. Zero Lost Leads.
Stop losing chat-only prospects. Book a live demo to see the chatbot handle real intake, or get the snapshot now and have all six channels covered within 24 hours.