Why law firms in particular
The phone keeps ringing while you do the job.
New-client enquiries hit voicemail, and walk
A potential client with a £15,000 instruction rings at 5:45pm. Voicemail. Tomorrow they ring the next firm on Google. You never knew they called.
Urgent matters at 11pm
A custody call from a client’s relative. A family emergency. A weekend probate question. Your duty solicitor needs to know within minutes, not hours.
Reception busy reading case-status updates
Your team spends time reading client matters back to callers chasing updates. The AI handles the routine status calls and only escalates the complex ones.
Conflict checks delayed = case lost
A new-client conflict check at 5pm doesn’t happen until 9am tomorrow. The AI captures the conflict data immediately so you can run the check the moment you log in.
How it works
Live in three steps.
Forward your number
A simple divert from your existing landline or mobile to HiyaCalls. Works with any UK telecoms provider.
Script for law firms
We build a custom call flow around your practice: services, opening hours, urgency rules, named staff, escalation routes.
Get the summary, take the call
Every call answered, every detail captured, every summary in your inbox in seconds.
What it handles
Every call your office gets.
The AI is trained on the real conversations law firms have every day.
New client intake
Captures matter type, parties, urgency, source of referral, and provisional conflict-check details ready for your fee-earner to review first thing.
Case status enquiries
Verifies the caller’s identity and routes the request to the responsible fee-earner with full caller context, no “please ring back” chains.
Urgent custody & family calls
Out-of-hours police custody requests, urgent family matters, the AI triages by your defined criteria and pages your duty solicitor instantly.
Costs and quote enquiries
Captures matter detail and gives the caller your published fee guide, while routing the lead to the right partner for a personalised quote.
Referral handling
When solicitors, IFAs or estate agents refer work, the AI captures the referral source for your marketing logs and routes the matter appropriately.
General enquiries & signposting
Caller wants to know if you handle their matter type, your office hours, or your address, the AI handles the routine without bothering fee-earners.
A real example
What lands in your inbox after a typical call.
- Caller identity, contact details, and matter type
- Provisional conflict-check data captured for your run
- Urgency assessment based on the caller’s circumstances
- Referral source if mentioned
- Recommended next step for the responsible fee-earner
- Full transcript on demand for fee-earner review
Law Firms FAQ
The questions every practice asks.
- Is this SRA-compliant and confidentiality-safe?
- Yes. UK-hosted, GDPR-compliant, encrypted in transit and at rest. We provide a written DPA aligned to the SRA Code of Conduct’s confidentiality requirements. Call data retention is configurable to match your file retention policy.
- How does it handle legal professional privilege?
- The AI is briefed never to record or summarise content the caller marks as privileged. If a caller indicates they’re sharing privileged information, the AI captures only the fact of the call (no content), pages the responsible fee-earner, and the actual privileged conversation happens directly between them.
- How do summaries reach the responsible fee-earner?
- By email to whichever inboxes you nominate, the responsible fee-earner directly, the practice manager, your reception team, or a shared intake inbox. Each summary is structured so the fee-earner can scan caller, matter type, urgency and recommended next step in seconds.
- What about conflict checks?
- The AI captures the data points your conflict-check process needs, caller name, opposing party, related parties, postcode, but never gives the caller a definitive answer. The actual conflict check is run by your team the moment they see the summary. The AI just stops you starting the day with a 9am scramble.
- How does it triage out-of-hours custody calls?
- Per your duty-solicitor protocol: caller name, police station, custody status, matter type, time of arrest. Triggers an immediate page or call to your on-call solicitor with the full context. The AI also gives the caller the standard reassurance and timeline so they aren’t left in silence.
- How does it handle a distressed caller, a bereaved relative, a victim?
- It slows down, reassures, doesn’t push for booking pressure, and triggers a priority human callback flag rather than holding the caller in an AI conversation. For genuinely traumatic calls (live abuse, ongoing crime), it gives basic safeguarding signposting (police, Samaritans) and notifies your team immediately.
- What about anti-money-laundering and ID verification?
- The AI captures the data you need for your AML/ID-verification process but doesn’t complete it, ID verification still requires a human review. The AI just makes sure the data is in your inbox when the fee-earner logs in.
- Is the cost justifiable for a small firm?
- For most high-street firms, yes. A single recovered instruction usually pays for the service for the year. We’ll model your call volume and average instruction value on the demo and tell you honestly if the maths doesn’t work.