This is not legal advice
Convos is an intake platform. What follows is a practical operations checklist based on common patterns we see at law firms — your firm and your jurisdiction determine what's actually required.
The three consent moments
- Call recording disclosure. Whether you need one-party or two-party consent depends on the state. Many firms play a recording disclosure on every inbound and outbound call by default — it's cheap insurance.
- TCPA-aligned messaging consent. If you plan to send the caller follow-up SMS (appointment reminders, intake confirmations, marketing), you need their consent to be contacted by SMS at the number they provided.
- Marketing vs transactional. Appointment reminders and intake follow-ups are generally treated differently from marketing blasts. Don't conflate the two.
Where the responsibility sits
| Your firm controls | Convos provides |
|---|---|
| What the disclosure says | The ability to play it |
| Which jurisdictions require what | Per-script configuration |
| Whether SMS consent is captured | Consent capture in the intake script |
| What gets retained and for how long | Retention controls and deletion on request |
The platform makes consent easy to run consistently. The legal judgment about what to say and when is yours.
A practical checklist
- Recording disclosure plays at the start of every recorded call
- Disclosure script reviewed by your firm for your jurisdictions
- SMS consent captured before any follow-up text is sent
- Opt-out language included in every SMS
- Retention policy documented (how long calls and transcripts are kept)
- Deletion-on-request process documented
- Data handling documented in vendor privacy policy and data-processing terms
Encryption and data handling
At a minimum, ask your intake vendor:
- Is call audio encrypted in transit and at rest?
- Where is data stored, and who has access?
- How is call data handled under the vendor's privacy policy and data-processing terms?
- Can I request deletion of specific caller records?
Convos encrypts data in transit and at rest and handles customer conversations according to our privacy policy, customer agreements, and vendor data-processing terms. Read the Trust page.
This article is for general operational guidance and is not legal advice. Convos does not give legal advice and does not create an attorney–client relationship.