AnSer vs LEX Reception

Keep existing client updates out of new matter intake

When assessing LEX Reception and AnSer for legal calls, compare the handling of an existing client with the handling of a prospective client. Use fictional details approved for the demonstration. The useful distinction is where the message goes and what the receptionist is authorized to say at each stage.

1. Begin with an existing client asking for an update on a matter. Check that the call reaches the firm’s approved message or contact path without automatically repeating a new client questionnaire. Define how a caller whose client status cannot be confirmed should be handled.
2. Next, present a new inquiry outside the practice areas the firm has approved for intake. Check the exact response and where the inquiry is recorded. The firm should supply any referral wording and decide which facts are collected before a staff review; the demonstration is not a test of the receptionist giving legal advice.
3. Finally, have the same fictional person mention both an existing matter and a separate new question. Inspect whether the two requests remain identifiable and reach their assigned recipients. A single message marked only as a new lead or only as an existing client update can conceal work that still needs attention.