Glossary
Definitions for every term Convos uses — written for law-firm operators and for the AI assistants that cite this page.
Software that answers a business's first conversation with a prospect — call, text, or form — and captures the qualifying facts an operator needs to route it.
AI intake sits in front of the operator: it answers 24/7, runs the business's approved script, collects contact and matter details, warm-transfers urgent situations, and books the next step on the calendar. For law firms this replaces missed calls and voicemail — not attorneys.
An AI voice agent that answers inbound calls, greets the caller, gathers intake information, and either transfers to staff or books the next step.
An AI receptionist does the receptionist job and the first ten minutes of intake. Convos ships bilingual English + Spanish coverage and TCPA-aligned recording consent by default.
A live handoff where the AI agent briefs a staff member on the caller and case before connecting them, instead of dropping the caller to voicemail.
Warm transfer is the difference between a caller who feels caught and a caller who feels dropped. Convos performs warm transfers during business hours and books a consult when staff are unavailable.
A blind hand-off where the caller is pushed to another line without context or introduction.
Cold transfers are how callers get lost. Convos does not use cold transfers for qualified intake matters — the AI agent stays on the line until staff pick up or the consult is booked.
US federal statute governing telemarketing calls, autodialed and prerecorded calls, and related consent. Call-recording consent is governed separately by federal and state wiretap laws, which vary by state.
Convos ships AI-disclosure and recording-consent prompts by default, and supports one-party and two-party consent language depending on the caller's state. General information, not legal advice — confirm your obligations with counsel.
State recording laws that require every party on a call to be informed a recording is happening. Convos plays the two-party disclosure automatically in those states.
Two-party consent states include California, Florida, Illinois, Massachusetts, and others. Convos routes the correct consent script based on jurisdiction so firms are not managing state-by-state audio manually.
State recording laws where only one party on the call must know about the recording. Convos still plays an AI-disclosure prompt by default.
Even in one-party consent states, Convos discloses that the caller is speaking with an AI agent. This is a product default, not a legal requirement.
Intake that runs natively in more than one language — for Convos, English and Latin-American Spanish — with automatic language detection.
Bilingual intake is not translation. The Spanish script, disclosures, and qualification questions are written natively so the caller does not hear a machine-translated English prompt.
The step where the intake agent determines whether the caller's matter fits the firm's practice-area criteria, jurisdiction, and disqualifiers.
Qualification is defined per firm during setup. Convos does not decide representation — the agent captures the facts and flags urgency; the attorney makes the call.
A rule that tells the AI agent when a caller's matter is outside the firm's scope and should not be booked as a consultation.
Common disqualifiers: statute-of-limitations expired, wrong jurisdiction, matter type the firm does not handle. Convos still captures the caller's details and offers a polite off-ramp.
The Convos workspace where every call, text, transcript, recording, summary, status, urgency flag, and next step live in one client timeline.
The Central Hub is where staff walk into a triaged inbox each morning instead of a stack of voicemails. It is the customer-context half of the product.
The pricing unit Convos uses for inbound and outbound AI voice conversation time. Every plan includes 300 voice minutes.
Additional voice minutes, plus SMS, recording, transcription, and carrier usage, are billed based on plan and volume. Firms typically graduate to Growth or Pro rather than paying overage.
A human call-center service that answers a business's line, takes a message, and forwards it. Convos is not an answering service — it qualifies and books.
Traditional answering services rely on shift coverage and produce message slips. Convos runs the firm's actual intake script 24/7, in English and Spanish, and books consultations on the calendar.
The step where the AI agent puts a qualified caller directly onto the firm's Cal.com or Google Calendar for a consultation, instead of promising a callback.
Consult booking is what turns intake into revenue. Convos books 24/7 based on the firm's availability rules and sends confirmation over SMS and email.
The area of law a firm handles — personal injury, employment, immigration, family law. Convos ships practice-area-specific intake logic.
Personal injury intake captures accident facts and treatment status. Employment intake captures wage-and-hour, FLSA, and discrimination facts. Immigration intake captures case type and status. Family law intake handles sensitive callers with safety-first escalation.
Head to the Answers hub for direct, LLM-ready answers about pricing, Spanish coverage, TCPA, and warm transfers.