The 2 AM call, handled the way your firm would handle it.
Plaintiff-side intake is not a message-taking problem. It is a set of facts that decide whether a matter is worth a callback, a clock that may already be running, and a caller who will ask questions nobody but a lawyer may answer. This page shows exactly what Gridex asks, what escalates immediately, and where the line sits — so you can judge whether we understand your practice before you forward a single call.
This preserved page is not a separate product, Agent, or current acquisition priority. It is vertical-specific evidence for one intake starting point inside the universal Managed Voice service.
What actually gets asked.
Below is the real structure, rather than a promise of "customised qualification questions". It is a starting point that gets rewritten against your own disqualifiers during onboarding — but you should be able to see it before you buy, not after.
Fields your firm marks as required have teeth: a call that comes back missing one does not count against your usage and is reworked. That is how the question set stays honest instead of becoming a wish list.
What wakes somebody up, and who it wakes.
Escalation triggers would be configured with you, tested before anything goes live, and reviewed against what actually happened. The routing is Gridex's job; every decision is your firm's. Nothing here is running yet.
What an urgent 2 AM call looks like when it lands.
The brief below is synthetic — an invented matter in the real format. Note two things: the escalation happened two minutes into the call rather than at the end, and the caller's "do I have a case?" question was recorded rather than answered.
Escalation and delivery are separate paths on purpose. An urgent matter should not wait behind the write-up of a routine one.
What Gridex will never say to your caller.
This is the part a managing partner should push hardest on, because the risk is yours, not the vendor's.
Never, under any configuration:
- whether the caller has a case;
- what a matter might be worth;
- what a statute of limitations means for them specifically;
- whether they should accept or decline anything an insurer has offered;
- whether they should speak to an adjuster or give a statement;
- that your firm will represent them;
- anything that could be understood as forming an attorney-client relationship.
When a caller asks one of these — and the first one is the one they ask — the question is recorded verbatim, acknowledged as a question for the lawyers, and put in front of you. The intended quality loop reads calls specifically for drift on this boundary and corrects the script when it finds any. That loop is designed and not yet running, because no call has been handled.
And your firm keeps:
final conflict clearance, the decision to accept or decline every matter, the definition of what counts as urgent, the disclosure and recording language used on your calls, and the caller relationship itself. Gridex is upstream of all of it.
Which PI firms this actually suits.
This is for you if
- Independent plaintiff-side firm, roughly 2–10 lawyers and 5–30 staff.
- Auto, premises or general negligence as the primary intake flow.
- Sustained inbound volume from PPC, Local Services Ads, SEO or referrals.
- You advertise 24/7 availability or immediate response — and cannot always honour it.
- You have an intake process during business hours that works.
- You are willing to hand over your disqualifiers in writing.
Do not buy this if
- Defence-side practice. The intake logic is different and this is not built for it.
- Mass tort or class intake at volume — that is a different operation with different economics.
- Firms wanting several practice areas covered in a first engagement.
- Firms needing bilingual intake from day one.
- Firms that want Gridex to make the accept-or-decline decision.
- Firms expecting a guarantee of signed cases.
Hear your own question set asked
This page gives the Agent optional context about the topic. The same Agent uses the same Gridex knowledge and follows what you actually say naturally.
- No account, and nothing to install.
- The demo page asks only for a US mobile number.
- One Agent and one knowledge system across every Voice page.
- The call can capture an internal Agent Setup Brief; no follow-up is created automatically.
- If live calling is unavailable, the page does not accept the request.
What managing partners ask first.
How do you keep this from becoming the unauthorised practice of law?
By designing the call so it has no path that evaluates a claim, estimates value, interprets a statute, or tells a caller whether they have a case — rather than by trusting a model to behave. When a caller asks, the question is recorded verbatim, acknowledged as one for the lawyers, and passed to you. The intended quality loop reads calls specifically checking for drift on this boundary. No call has been handled yet: the service is in build, so this is the design, not a record of it working.
Does Gridex clear conflicts?
No. Gridex captures the names of other parties and any prior counsel as facts, and delivers them. Final conflict clearance is a legal judgment that stays with your firm, and no intake service should be doing it for you.
What about a caller who is already represented?
The call ends according to your instruction and is logged with the caller’s own statement of representation. Gridex does not solicit a represented person, and this is one of the scenarios the acceptance set is designed to cover before anything goes live.
Can this handle more than one practice area?
Not in a first engagement, deliberately. One office, one practice area, one routing path, one escalation tree. Different matter types need genuinely different questions and different urgency logic, and running two at once at the start is how the questions end up mediocre for both.
How are recordings and AI disclosure handled?
Under your firm’s rules, using your language, in your jurisdiction. You supply the disclosure wording and the recording policy during onboarding; Gridex does not choose them on your behalf and does not improvise the wording on a call.
What happens to a prospective client’s information?
It goes to the delivery destination you nominate and is handled as confidential prospective-client information. The first engagement uses standard email delivery precisely so there is no new system holding your callers’ facts. Confidentiality terms are signed before any call is forwarded.
Have you done this for a PI firm before?
No. As of July 2026 there is no published Gridex law-firm case study, and the voice service is in build — no call has been handled for any firm. What is offered here is a preview built around your intake, so you can judge the questions and the boundaries before anything is forwarded anywhere.
Reviewed by Gridex operations · last reviewed 2026-08-11 · question set and escalation rules reviewed against the internal operating brief · nothing on this page is legal advice or a description of your jurisdiction's requirements