Live legal answering services: picking up the phone and case load

ProLegal Live gives your law firm real-time support for client communication and follow-up.

It combines concierge request handling, call history, chat logs, SMS interactions, and credit usage into a single view.

You can use ProLegal Live to:

• Submit concierge requests

• Track open and closed requests

• View call, chat, and SMS history

• See how many Live credits your firm has used

• Monitor client communication handled by the ProLegal team

It is designed to help your firm respond quickly, stay organized, and maintain full visibility into client interactions.

ProLegal Live is an optional service inside of ProLegal Suite. Your firm must request access before you can begin submitting concierge requests or viewing interactions.

How it works

To join ProLegal Live, someone at your law firm must contact ProLegal and indicate that the firm wants to participate. This is known as “raising your hand.” This is done by requesting access through the ProLegal Live page.

What happens when your firm raises its hand

Once your firm expresses interest:

• ProLegal reviews the request

• Your firm receives onboarding information

• Permissions are activated for the appropriate employees

• Live features appear inside your Suite navigation

Who can raise their hand

Any authorized person at your law firm can request to join, such as:

• Managing attorneys

• Office managers

• Operations staff

• Team leaders

Once approved, your firm gains access to Live concierge requests, call logs, SMS interactions, and credit usage.

Why this step is required

ProLegal Live includes real-time communication handled on behalf of your firm.

Confirming participation ensures:

• Accurate billing

• Proper routing of calls and messages

• Verified points of contact

• Correct permissions inside the Suite

After your firm is activated, all designated employees can begin using the Live module immediately.

ProLegal Live credits are used when the ProLegal team handles communication or follow-up on your behalf.

When credits are used

Credits are consumed for:

• Live concierge requests

• Outbound or inbound calls managed by the Live team

• SMS conversations handled on your firm’s line

• Client follow-up activities requested by your firm

How to check your credit usage

The Live module shows totals for:

• Credits used this month

• Credits used historically

• Remaining credits (if your plan has a limit)

Credits update automatically as interactions occur.

You can submit a concierge request when you need the ProLegal team to contact a client or perform specific follow-up.

Step 1: Go to the Live module

Open ProLegal Live from the main menu.

Step 2: Select “Create Concierge Request”

This opens the request form.

Step 3: Enter the required information

Include details such as:

• Client name

• Phone number

• What help or follow-up is needed

• Any important notes or instructions

Step 4: Submit the request

After submitting, the request appears in your list of open concierge requests.

Internal notifications are also sent to the ProLegal Live team.

The concierge request list shows all requests your firm has submitted.

What you can see

• Open requests

• Closed requests

• Status updates

• Notes added by the ProLegal team

• Timestamps for each update

Status definitions

• Open. The request is active.

• In progress. The ProLegal team is working on it.

• Completed. The task is finished.

• Unable to reach. Attempts were made but the client could not be contacted.

Click any request to view full details.