Where the record goes after the call
Wherever you tell us. The route is agreed before launch and can be changed later without renegotiating anything.
The common options are a monitored inbox, a shared folder, a form that writes into your own system, or direct entry by the agent into a system you give access to.
If you want it entered into your system directly
Where your firm is willing to provide access, agents can enter the intake straight into your system so nothing is rekeyed. That removes the gap where records get lost between an email and a file.
Access is limited to the agents assigned to your firm, and it is removed when someone leaves the account rather than at the end of a review cycle.
If you would rather keep us out of your systems
Plenty of firms would, and that is a reasonable position. In that case the record arrives in a structured, consistent format your team copies across, and the consistency is the point: the same fields in the same order every time. This is what a complete intake record contains.
Immediate delivery, or a morning summary
Both, and the split is set by your escalation rules. Urgent matters route the moment the call ends by whichever channel you choose. Everything else is batched so your team starts the day with one list rather than forty notifications.
Who can see your intake records
Only the agents assigned to your firm, and the supervisor on that account. Records are treated as confidential from the first call, because information from a prospective client can carry obligations before anyone becomes a client.
VoiceTeam holds SOC 2, HIPAA, COPC and PCI DSS certifications, which matters where intake touches medical records, as it does in personal injury and medical malpractice work.
What happens if a system is unavailable
The call is still answered and the record is still taken. It is held and delivered by the agreed fallback route, then reconciled once the system is back.
An intake process that depends on every system being up is not an intake process.
Changing the route later
Firms usually start conservatively and open up once they trust the process. Moving from an inbox to direct entry, or the other way, is a configuration change rather than a new engagement.
Talk to us
If you want to know exactly how this would work with your setup, that is a short conversation rather than a scoping exercise. Talk to us about your systems.
