A prospective client writes to a firm about a dispute with a local company. The firm replies asking for more details. The client explains everything. Only then does the firm realise it already acts for the company. It has to decline, and it has received confidential information it should never have seen.
Conflict checks protect clients and firms. They work best when they start with the very first enquiry.
Step 1: know what you need
For most matters, a conflict check needs:
- The prospective client's full name
- The other party's name
- Related parties, such as companies, directors or family members
- A short description of the matter, without confidential detail
Step 2: ask early
Ask for these details at first contact, before any substantive discussion. The intake essentials are covered in qualifying legal enquiries without giving advice.
Step 3: explain why
People may be hesitant to name the other party. A short explanation helps: "We ask for the other party's name so we can check we're able to act for you before we discuss your situation."
Step 4: limit what is shared
Tell people to keep their summary short until the firm confirms it can act. Oversharing before a conflict check creates problems if the firm cannot help.
Step 5: keep the form short
Asking for conflict details does not mean a long form. The essentials above are enough. Long forms put people off, as covered in intake forms that put off potential clients.
Step 6: capture it in conversation
SpideyChat for law firms can ask for the prospective client's name, the other party's name and a short summary in conversation, explaining why, and pass the details to the firm. It does not run the check, access the firm's systems or decide whether the firm can act. The capture options are described on the forms page.
Visitor: I want to take action against my former business partner. Assistant: I can pass this to the right team. So the firm can check it's able to act for you, could you share your name and your former business partner's name, and any company involved? Please keep the summary brief for now; the team will discuss the details once they've confirmed they can help.
Step 7: run the check promptly
Once details arrive, run the check quickly. Delays here slow down every new matter and give prospective clients time to go elsewhere.
Step 8: reply clearly either way
If the firm can act, say so and arrange a consultation. If it cannot, say so promptly and, where possible, suggest where the person might look.
When the check reveals a conflict
If the firm cannot act, the prospective client deserves a prompt and polite reply. The firm usually cannot say why, but it can say that it is unable to help on this occasion and, where appropriate, suggest another route, such as a local law society directory. A quick, courteous decline leaves a far better impression than silence, and the person may return for a different matter in future.
Lessons from agencies
Agencies capturing briefs face a simpler version of the same problem: getting the right details in the first message, as covered in capturing a proper brief from the first message.
Wider context
More on how firms use an assistant at first contact is in AI receptionist for law firms.
Configuring the questions
Set up the assistant to ask for the names your conflict process needs, and test it with a range of matter types. Installing the widget and training your bot are covered in the docs.