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Reflekt Legal
Reflekt Legal sells AI employees that answer a law firm's phones and run its intake. Reflekt Legal Inc. is based in Austin, Texas, and the product was previously called Lead Autopilot. The AI receptionist answers every inbound call around the clock in English and more than 15 other languages. It works out who is calling and runs the firm's own intake script, with structured interviews of 30 to 50 questions for practices that need them.
Each call ends in a live transfer, a booked consultation, a text or email, a referral or a message, under rules the firm sets. Transcripts, recordings and a structured summary are written straight into the firm's case management system, with Clio, Filevine, Lead Docket, Litify, MyCase, Smokeball and about twenty other systems supported. Outbound agents follow up with new leads within seconds, remind clients of appointments, track personal injury treatment and call on past due invoices.
Conversations run on OpenAI models with ElevenLabs voices, hosted on Google Cloud in separate United States and Canadian deployments. Prices are public: a free plan for 30 calls a month, Base at $500 a month and Growth at $1,000, with Enterprise quoted. Named customers include Earley Law Group, Fears Dudley Injury Law and the immigration firm Shamieh, Shamieh & Ternieden.
Reflekt Legal, head to head
Side by side on the same 15 capability axes and 12 legal signals: where the two part company, and what neither one publishes.
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Ordered by how closely the graded profiles match across the 15 capability axes, inside the same categories. See how each axis is graded in the methodology.
Capability grades
All 15 axes, graded from public sources on the date shown. Hover a grade to see what the letter means on that axis.
AI Centrality
How much of the product is actually AI. Whether the machine learning is the mechanism the buyer is paying for or a feature layered onto conventional software, and whether the vendor is specific about which is which.
The product is a set of AI agents, sold as AI employees. An AI legal receptionist takes inbound calls, and AI legal intake runs structured screening. AI lead follow up calls, texts and leaves voicemail within seconds of a new lead, and AI outbound calling handles appointment reminders, intake interviews by phone, billing follow ups and status checks.
Conversations run on a purpose built legal intake dialogue engine configured to each firm's script and qualification rules. OpenAI supplies the language model and ElevenLabs the synthesized voice, with Twilio carrying calls and texts. The same agents work over voice, SMS, WhatsApp, email and web forms, in English and more than 15 other languages, including Spanish, Arabic, Portuguese, Cantonese and French.
Feature agents sit on top: conflict and jurisdiction screening, treatment tracking for personal injury clients, referral handoffs for cases the firm cannot take and collection calls on past due invoices. Without the models there is no receptionist and no intake to sell; the rest is routing and CMS sync.
Citation Accuracy and Hallucination Disclosure
Whether the vendor publishes measured accuracy on citations and assertions, grounds output to primary sources, and says plainly what its system does when it does not know. Legal has a documented public record of fabricated citations reaching filed briefs, so an untested claim of accuracy is not evidence.
The agents talk to callers rather than cite law, so the accuracy question concerns what they capture and say. The home page describes callers being handled accurately and professionally because the engine follows the firm's script and qualification rules. No error rate, test set or evaluation of call outcomes backs that statement.
Quality control is described as logging. AI inputs and outputs are logged for quality assurance and audit, and LLM interactions are traced in Logfire and LangSmith. Every call also produces a transcript and a recording that the firm can review.
No legal authority is researched or cited, and the company states that it is software, not a law firm, and gives no legal advice. Nothing describes how often a caller is screened out in error or how transcription accuracy holds across the 15 or more languages offered. No step compares the summary written to the CMS with the recording of the call.
Autonomy and Oversight Model
What the system decides on its own, what a lawyer must approve, and whether the vendor documents where the review point sits. A tool that drafts under review and a tool that files without one are different products and different risks.
Calls are handled by AI from start to finish unless the firm's rules send them to a person. The firm defines the questions, the qualification rules and the handoff, and the agent applies them the same way on every call. Possible outcomes are a live transfer to firm staff, a booked consultation, a text or email, a referral or a message.
Several checkpoints put a person back in the loop. Urgent calls are escalated to the firm's team. During conflict and jurisdiction screening the agent records parties, adverse parties, venue and matter type, and matters that need an attorney's eyes are flagged for review before a consultation is booked. Out of jurisdiction matters go to the firm's referral process. Collection calls route disputes to the firm's staff, and a whisper message briefs the staff member before a transfer connects.
Review happens after the fact through transcripts, recordings and the summary in the CMS. No threshold is published at which the agent must stop and transfer a caller who is distressed or confused, beyond the firm's own routing rules.
Operational and Outcome Evidence
Named, dated evidence that the product works in production at real firms or legal departments. Case studies with figures and identified customers count. Unattributed testimonials and launch announcements do not.
Three named firms speak for the product on dedicated customer pages, each with a named person. Chris Earley of Earley Law Group describes about a year of use. Ghassan Shamieh, managing partner of Shamieh, Shamieh & Ternieden, runs a San Francisco immigration firm with about 15 legal staff. He describes routed calls replacing a phone load that interrupted client meetings and court preparation, with callers served in Spanish, Arabic, Portuguese, Cantonese and French.
Debbie Ames, COO of Fears Dudley Injury Law in Texas, describes a single receptionist covering several entities before the switch, and now reads transcripts and listens to recordings in place of call volume reports.
The accounts are qualitative. None gives a conversion rate, a count of answered calls or a before and after figure, and none is dated beyond the length of use.
The home page carries general claims about higher response rates from dormant leads and more cases signed, with no method or customer attached, and an ROI calculator.
Privilege and Confidentiality Posture
How client confidences are handled: attorney client privilege and work product treatment, segregation of one client matter from another, whether client data trains any model, and what the vendor commits to in writing rather than in marketing.
The Terms of Service, updated 10 March 2026, carry a customer data clause that reaches the portal and related services. The firm keeps all rights to its data. The company takes a limited right to access, use, process, store and transmit it only as needed to provide, operate and improve the services under the firm's instructions. It will not sell that data or use it for any other purpose unless the law requires.
The security policy, last updated May 2025, says OpenAI processes customer data transiently during intake conversations and does not use it to train or fine tune models under Reflekt Legal's enterprise API agreements. The FAQ adds that firm and client data does not train public models and that retention limits follow the firm's own policy. Data access is scoped by project membership, so users cannot reach data from projects they do not belong to.
Privilege and work product are not addressed, and nothing describes how a prospective client's confidences are handled when the firm cannot take the matter and the agent refers it to a partner firm. The services themselves run under a separate executed agreement that is not public.
UPL and Professional Responsibility Posture
Whether the vendor is clear that it supplies a tool rather than legal advice, who its audience is, and how it addresses unauthorized practice of law, competence and supervision duties, and jurisdiction limits. ABA Formal Opinion 512 is the reference point. Where the advice line is not the duty a product raises, the axis is read through the nearest professional duty it does raise: judicial conduct rules and the reviewing duty for products sold only to courts, and the duty to bill for time actually spent for products that draft time entries.
The product's limits are stated plainly. A reference page says it is software, not a law firm, and gives no legal advice. It sells to law firms, does not refer members of the public to counsel and is not a human answering service. Calls are handled by AI, with live transfer to firm staff when the firm's rules call for it.
The conflict and jurisdiction feature keeps legal judgment with the firm. It captures parties, adverse parties, venue, matter type and dates, flags matters for attorney review before a consultation is booked and sends out of area matters to referral.
The supervision side is not covered. Nothing describes whether callers are told they are speaking with AI, and one customer page quotes a caller who thought she was talking to a real person. No bar opinion on AI, solicitation, prospective clients or nonlawyer assistants is named, and nothing addresses how a firm supervises scripts in different states. Service is limited to the United States and Canada.
AI Governance and Bias Disclosure
Published governance over model behavior: who owns it inside the vendor, what is tested before release, and what is disclosed about disparate output across matter types, parties, or populations.
No AI policy, responsible AI principles, model evaluation, bias testing or named owner for AI decisions is published.
The controls Reflekt Legal describes sit in its security policy. LLM interactions are traced in Logfire and LangSmith for audit and performance monitoring, and AI inputs and outputs are logged for quality assurance. Personal data sent to the model is limited to names, contact details and conversation content.
The agents decide which callers reach a consultation and which go to referral, in many languages. No review of how screening outcomes differ by language, accent or caller group is offered, and nothing describes testing before a new practice area script goes live. ISO 42001 and the EU AI Act are not mentioned.
AI Safety and Data Stewardship
Retention, deletion, access control, and what happens to prompts and documents after they are processed. Whether the vendor states its subprocessors and its incident practice, or leaves the buyer to assume.
The security policy covers most of the ground in specific terms. Data in transit uses TLS 1.2 or higher and data at rest uses AES 256 on Google Cloud. Passwords are hashed with bcrypt, sessions use signed tokens with expiry, roles are scoped to projects, and every query checks project membership before returning data. Login attempts and lead lifecycle events go to dedicated audit tables.
A subprocessor table names Google Cloud, OpenAI, Twilio, SendGrid, ElevenLabs, Stripe, Sentry, Cloudflare, DocuSign and Clio, each with its purpose. A documented incident response procedure covers identification, containment, eradication, recovery and review, and vulnerabilities are fixed within 7 days for critical and high severity, 30 for medium and 90 for low.
Retention is the softer part. The privacy policy, updated 12 May 2026, keeps personal information as long as needed for the service, answers verified deletion requests within 30 days and deletes Google tokens within 30 days of disconnection. Intake retention follows the firm's policy with no default period, and breach notice follows applicable law with no stated window.
AI Liability and Recourse
What the vendor stands behind contractually when its output is wrong. Indemnities, caps, carve outs, insurance, and whether any of it is published or only reachable through a negotiated agreement.
The public Terms of Service, governed by Texas law with courts in Travis County, provide the website, portal and related services as is and as available. They disclaim all warranties, including accuracy and fitness for purpose, and exclude liability for damages of any kind arising from use. The firm indemnifies Reflekt Legal, and the firm warrants that it holds the rights, notices and consents needed for the client data it puts through the service.
The lead conversion services themselves run under a separate signed agreement that is not public, so any cap, indemnity or service level commitment for missed or mishandled calls is negotiated.
The Stripe fulfillment policy makes every purchase final, with no refunds or credits for partial use, downgrades or unused time. Monthly plans can be cancelled at any time, which is the main remedy described.
Practice Systems Integration Depth
How deeply the product reaches into the systems legal work already lives in: document management such as iManage and NetDocuments, Word and Outlook, contract lifecycle management, matter management, e-billing, and court filing systems.
The agents work inside the firm's existing systems rather than a separate dashboard. Integration pages cover Clio and Clio Grow, Filevine, Lead Docket, Litify, MyCase, Smokeball, SmartAdvocate, Neos, CASEpeer, Lawmatics, Law Ruler, Lawcus, Backdocket and Docketwise. LawPay, Vinesign, Salesforce, HubSpot, Calendly, Cal.com, Google Calendar, Outlook, Slack, Teams and Google Drive are covered too.
The Clio and Filevine pages list what the agent does. It creates and categorizes contacts, updates contact details in real time and creates follow up tasks, or new Filevine projects with fields filled. It attaches transcripts, signed forms and documents to the client record and updates lead and matter statuses. During a call it can look up existing matters to answer with context, so data moves both ways.
Clio connects through OAuth 2.0 with PKCE. Setup is handled by Reflekt Legal, which reviews the firm's configuration and trains the agent on it in one to two days. Field mappings and what the firm itself must configure are not documented.
Deployment Model and Data Residency
Where the software runs and where the data sits. Multi tenant cloud, single tenant, private deployment, on premises, and whether region of residence is a published option or an enterprise conversation.
Reflekt Legal runs on Google Cloud as two separate deployments, one for the United States and one for Canada, each with its own database and infrastructure and its own app address. Production runs in containers built from patched base images and deployed as infrastructure as code.
Calls to outside providers go to region appropriate endpoints where the provider supports them. OpenAI handles the language model, ElevenLabs the voices and Twilio the calls and texts, and the policy does not say where each processes Canadian traffic. Canadian personal information is handled under PIPEDA and United States data under state privacy laws such as the CCPA.
No single tenant or on premises option is offered, and nothing changes between plans on where data sits. Service is offered only in the United States and Canada.
Security Certifications and Trust Center
Independent attestation a buyer can pull without a sales call: SOC 2, ISO 27001, penetration test summaries, a trust center with current reports and named scope rather than a badge image.
No SOC 2 report, ISO 27001 certificate, penetration test summary or named auditor is offered, and there is no trust portal.
In place of an attestation, the company publishes a detailed security policy, last updated May 2025. It covers hosting, encryption, authentication, role based access, tenant isolation through project membership, SQL injection protection, input validation, rate limiting, pinned dependencies, error monitoring and remediation timelines by severity. Security researchers can report vulnerabilities by email.
The engineering lead's background in red team work and bot detection at Cloudflare appears on the about page. None of this is independently audited.
Model Supply Chain Disclosure
Which models sit underneath, whose they are, where they run, and whether the vendor commits to telling customers when that changes. A legal buyer inherits every dependency it cannot see.
OpenAI is named as the language model provider for every AI feature, and ElevenLabs as the provider of voice synthesis. Twilio carries calls and texts, and both appear in the published subprocessor table with Google Cloud, SendGrid, Stripe, Sentry, Cloudflare, DocuSign and Clio.
OpenAI processes conversation data transiently, under enterprise API terms that exclude training and fine tuning. LLM calls are traced through Logfire and LangSmith.
No model family or version is named, and the dialogue engine on top is described only as purpose built for legal intake. Nothing commits Reflekt Legal to notifying customers when a model or subprocessor changes.
Commercial Transparency
Whether a buyer can learn what this costs without entering a sales process: published rates, the unit being charged, what sits behind an enterprise tier, and what implementation adds.
Prices are public and the unit is the call. A free Solo plan costs $0 and includes 30 calls a month with transfers and scheduling. Base is $500 a month for 250 calls, with multilingual support and routing through the firm's CMS or CRM. Growth is $1,000 a month for 500 calls and adds outbound lead follow up, payments taken by phone and referral network help. Calls above the allowance cost $2 each.
A yearly commitment takes 10% off Base and Growth, which brings them to $5,400 and $10,800 a year. Enterprise adds long interviews, complex qualification logic, multistep intake, outbound calling and dedicated onboarding, with terms set in a quote.
There are no setup fees and no long term contract, and every tier is available month to month. Inbound service can go live in a day and outbound in two to five days after business verification. Payments made by card are final, with no refunds for partial months. A comparison page sets Reflekt Legal's flat monthly plans against per minute and per call answering services.
Firm and Practice Coverage
Who the product is actually built for. AmLaw, midlaw, small firm and solo, in house departments, government and courts, and which practice areas are supported rather than merely claimed.
The product is sold only to law firms, of any size, that miss calls after hours, during hearings or at peak volume. The named fit is high intake practices such as personal injury, family law, criminal defense and immigration. Defense firms taking assignments from carriers, administrators and employers are named too, as are firms serving clients who need intake in their own language.
Practice pages cover 22 areas, among them mass tort, medical malpractice, social security disability, workers' compensation on both sides, insurance defense, subrogation, employment, bankruptcy, estate planning, elder law, real estate, intellectual property and business law. Mass tort pages describe screening claimants on product, exposure dates, injury type and prior settlements during campaign spikes.
The limits are stated. The company does not serve consumers looking for a lawyer, anyone seeking legal advice, firms that want human answering, businesses outside law, or buyers of a general chatbot or drafting tool. Service is limited to the United States and Canada.
4 public documents
The public pages on file for Reflekt Legal, with the recorded signals each one supports and the date it was last read. Open any of them and check the reading against the record.
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reflektlegal.ai/security2 signals
Client Data in Training, Ethical Walls and Matter Segregation
Read Oct 12, 2026
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reflektlegal.ai/faq1 signal
Prompt and Output Retention
Read Oct 12, 2026
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reflektlegal.ai/privacy-policy1 signal
Third Party Request and Subpoena Notice
Read Oct 12, 2026
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Fabricated Citation Record
Read Oct 12, 2026
From $500 per month; free plan for 30 calls
- There is a free plan that handles 30 calls a month.
- Base costs $500 a month for 250 calls, and Growth costs $1,000 a month for 500 calls.
- Each extra call costs $2.
- Paying for a year takes 10% off, but you can also go month to month with no contract.
- The biggest plan, Enterprise, is priced by quote.
Published on the pricing page and the reference page, with the call as the unit. Free Solo plan at $0 a month for 30 calls, with call transfers and appointment scheduling. Base at $500 a month for 250 calls. Growth at $1,000 a month for 500 calls, adding outbound lead follow up, payments by phone and referral network help. Calls over the allowance are $2 each. Enterprise is quoted and adds long interviews, complex qualification logic, multistep intake, outbound calling and dedicated onboarding.
Implementation: No setup fees on any tier. Inbound service can launch in one day and outbound in two to five days after business verification; Enterprise includes dedicated onboarding.
Note: Yearly commitment saves 10% on Base and Growth ($450 and $900 a month, billed $5,400 and $10,800 a year). Card payments through Stripe are final, with no refunds or credits for partial use, downgrades or unused time. A comparison page sets these flat plans against per minute and per call answering services.
Legal Signals
What each signal meansA signal records what public sources say on the date shown. It is not a grade and it is not a recommendation. Where a signal reads Not addressed, it means the index did not locate the material in public sources on that date, which is a statement about disclosure rather than about the product.
Client Data in Training
Can material a lawyer puts into this product be used to train a model?
A public policy or trust page states no training on customer content, with no matching term located in the published agreement.
The security policy says OpenAI processes customer data transiently during intake conversations and does not use it to train or fine tune models, under Reflekt Legal's enterprise API agreements. Its FAQ answers that firm and client data does not train public models. The Terms of Service limit use of customer data to providing, operating and improving the services and bar its sale, without mentioning training either way.
The no training position therefore sits in policy pages. AI inputs and outputs are logged for quality assurance, and nothing says whether those logs are used to tune Reflekt Legal's own dialogue engine. Personal data sent to OpenAI is limited to names, contact details and conversation content.
Prompt and Output Retention
How long does the product keep what a lawyer typed, and can that be set to zero?
Retention is acknowledged in public materials with no stated period.
Retention follows each firm's policy, with no default period stated. The privacy policy keeps personal information only as long as the service needs it or the law requires, then deletes or anonymizes it, and answers verified deletion requests within 30 days. Google tokens are deleted within 30 days of disconnecting. Transcripts, recordings and AI inputs and outputs are kept for quality assurance and audit, and logs go to Google Cloud Logging for retention, with no period given for any of them.
Copies written into the firm's CMS follow the firm's own retention. Card payment data is handled by Stripe under its own terms, and calendar data created through Reflekt Legal is kept for the life of the account.
Ethical Walls and Matter Segregation
Does retrieval respect the firm’s ethical walls, or can the model read across them?
The product maintains its own permission model, documented, requiring the firm to keep it aligned.
Reflekt Legal keeps its own permission model and describes how it is enforced. Users hold roles such as Manager or Support scoped to specific projects, routes check those roles, and every database query joins against project membership before returning data. Within a firm, matter level walls are not described, and the agent can look up existing Clio matters and Filevine projects during a call. A conflict and jurisdiction step captures parties and adverse parties and flags matters for attorney review before booking.
Clio connects through OAuth 2.0 with PKCE, and tokens are stored and refreshed by the platform. Non fit callers are introduced to the firm's referral partners automatically.
Third Party Request and Subpoena Notice
If someone subpoenas the vendor for a firm’s data, does the firm hear about it first?
Published terms or policy address disclosure to authorities or in response to legal process, and no commitment or reservation regarding customer notice is located anywhere. The vendor has told the customer that data can leave and has said nothing about whether the customer hears of it.
The privacy policy uses information to respond to subpoenas and court orders, to cooperate with law enforcement and government investigations and in legal proceedings, and allows sharing in response to legal process. It applies the same exception to customer data, and the Terms of Service except uses required by law from the limit on customer data. No commitment to notify the firm appears, and there is no transparency report.
The policy also warns that data stored in the United States may be reachable by United States agencies, courts or law enforcement. The Terms of Service and privacy policy are governed by Texas law. Canadian data sits in a separate Canadian deployment, and no position on cross border requests is stated. The policy names no step for the firm to object before data is produced.
Primary Law Corpus Provenance
Where does the law in this product come from, and does the vendor have the right to use it?
No located public material identifies the corpus behind the product’s answers.
Reflekt Legal's agents do not answer legal questions from a body of law. They run the firm's own intake script and qualification rules, with practice area templates such as mass tort criteria on product, exposure dates, injury type and prior settlements. No source is given for the practice area templates, and nothing describes how jurisdiction rules used in screening are kept current. Treatment tracking for personal injury clients records appointment outcomes reported by the client, not medical records. Nothing describes who writes or reviews the practice area scripts before a firm adopts them.
Good Law Verification
Does the product tell you when the authority it just cited has been overruled?
No located public material addresses whether authority is checked for subsequent history.
The agents cite no case law or statutes, so no citator is involved. Jurisdiction screening checks where an incident happened and where the caller lives against the areas the firm serves, using rules the firm supplies, and nothing describes a check of limitation periods against current law. Matters outside the firm's territory are sent to its referral process rather than assessed on the merits. The agent writes intake facts to the CMS for attorney review without legal analysis.
Refusal and Uncertainty Behavior
What does the product do when the answer is not in the corpus?
The vendor describes refusal or abstention behavior in public materials.
Reflekt Legal describes several points where the agent hands off instead of deciding. Urgent calls are escalated to the firm's team, and matters that need an attorney's eyes are flagged for review before a consultation is booked. Out of jurisdiction matters go to referral, and disputes on collection calls go to staff. The firm's routing rules decide when a caller is live transferred, and a whisper message briefs the staff member first.
No published evaluation shows how reliably the agent recognizes when it should hand off, and nothing describes what it says when a caller asks a question the script does not cover. Callers can be served in their own language, and the agent hands the call to staff whenever the firm's rules require it.
Fabricated Citation Record
Does a public court record exist addressing fabricated or hallucinated legal citations in output from this product?
No court order, opinion or disciplinary record addressing fabricated or hallucinated legal citations produced by this product has been located as of the date shown. This is a statement about the public record on that one subject, not a finding about the product, and this signal is not a litigation history.
The AI Hallucination Cases database maintained by Damien Charlotin, which records court decisions worldwide that address hallucinated AI content and the tool involved where known, has no entry naming Reflekt Legal or Lead Autopilot. Reflekt Legal's agents talk with callers and write intake records rather than court filings.
Bar Guidance Alignment
Has the vendor engaged in public with the ethics opinions its buyers are bound by?
Public materials refer to professional responsibility in general terms without naming guidance.
Reflekt Legal refers to professional responsibility in general terms. Its reference page states that it is software, not a law firm, and gives no legal advice, and that it does not refer members of the public to counsel. The conflict check and jurisdiction step reflects conflict rules without citing them. No ABA opinion, state bar opinion or rule on AI, solicitation, prospective clients or nonlawyer assistance is named.
The one American Bar Association link on the site concerns client intake and retention rather than ethics guidance. Firm branded collection calls and caller disclosure of AI are not tied to any conduct rule.
Billing and Fee Posture
Does the vendor address what happens to the bill when the work takes an hour instead of six?
The product sits inside a lawyer to client fee relationship and no located public material addresses billing, fee or disclosure treatment, with no savings claim published either.
Most of the product works before an engagement exists, but two features reach the lawyer and client fee relationship. AI collection calls, branded as the firm, call clients on past due invoices and retainers, route disputes to firm staff and put every call on the file. The Growth plan also takes payments by phone through LawPay. Nothing addresses how those calls should describe fees, what clients are told about the AI making them, or any rule on fee collection.
The marketing claims face the firm's own intake costs rather than a client's bill. Intake itself sits before any engagement, and the firm's own retainer terms govern fees.
Outside Counsel Guideline Readiness
Can a firm get this vendor through a client’s AI clause without a bespoke negotiation?
A current subprocessor or model provider list is published.
The public security policy lists each subprocessor with its purpose. Google Cloud hosts, stores and logs, OpenAI processes language, Twilio carries calls and texts and SendGrid sends email. ElevenLabs supplies voices, Stripe takes payments, Sentry monitors errors, Cloudflare runs DNS and CDN, DocuSign handles signatures and Clio is the practice management integration. The same policy describes encryption, access control, tenant isolation, incident response and remediation timelines.
No data processing addendum, audit report or questionnaire is offered publicly. Security questions and vulnerability reports go to a published security contact.
Court Disclosure Support
If a judge’s standing order requires an AI disclosure, can the product produce one?
Some elements of the record are available, short of a document level export.
Every call leaves a transcript, a recording and a structured summary with the qualification outcome and what happened next, written to the firm's CMS or CRM. AI inputs and outputs are logged, and lead lifecycle events go to audit tables with timestamps. Nothing records which model version handled a call, and nothing ties these records to a court's AI disclosure requirements. Summaries record the caller's details, the matter type, the practice area answers, whether the matter met the screening criteria and the outcome of the call, in the same fields for every call. Recordings and transcripts can be played back and read from the firm's records, as one customer's COO describes.