Frequently Asked Questions
What HelloCounsel does, how it writes back into your case management system, how it compares to answering services and intake-only tools, and how to get started.
Overview
HelloCounsel is an AI agent platform built exclusively for plaintiff and personal injury (PI) law firms.
HelloCounsel's AI agents handle repetitive operational workflows across reception, intake, medical records retrieval, and case development. They answer inbound calls, place outbound calls, carry supported follow-up work forward, and write transcripts and structured summaries directly into the firm's case management system, so case managers spend less time on repetitive work and more time moving cases forward.
HelloCounsel is built for mid-market personal injury law firms, typically 10 to 200 employees, that run serious caseload volume on a case management system such as Filevine, Litify, Clio, Smart Advocate, MyCase, or CasePeer.
It is designed for firms with dedicated case managers who absorb high volumes of calls and follow-up work from clients, vendors, insurers, medical providers, and lien holders. It is not built for general practice or very small firms without case managers.
HelloCounsel handles far more than new client intake.
It supports new intake plus post-intake operational workflows such as existing client status updates, vendor inquiries, insurer follow-ups, medical provider record confirmations, and lien holder balance checks. According to HelloCounsel, a case manager carrying 100 cases fields roughly 15,000 calls a year, and only a few hundred are new intake, so the platform is built around the far larger volume of post-intake operational work.
HelloCounsel handles both inbound and outbound calls.
Its AI agents answer incoming calls and also place outbound calls, such as routine follow-ups and status updates, then log the interaction and supported outcomes in the correct case file automatically.
How HelloCounsel works
HelloCounsel goes beyond taking a message and routing it back to your team.
Traditional answering services answer the phone, take a message, and email or text it to a case manager, who then has to read, act on, and log it. For supported workflows, HelloCounsel can complete the request on the call, confirm the caller and the matter, capture the details, carry forward the follow-up work the interaction creates, and write the outcome into the case file.
HelloCounsel is built for the interactions and workflows that define personal injury operations: client status updates, vendor inquiries, insurance adjuster follow-ups, medical provider record confirmations, lien holder balance checks, medical records retrieval, case development, and new client intake.
These workflows are built into the product rather than configured on top of a generic receptionist, which is why HelloCounsel can handle the surrounding operational work instead of simply handing every interaction back to a case manager.
HelloCounsel includes an operational data layer that surfaces unanswered clients, time-leak diagnostics, and case-cycle metrics from the work it handles.
Because calls and supported outcomes are logged, the firm gets visibility into where cases are stalling and where case-manager time is going, information that message-taking answering services typically do not expose.
Yes. HelloCounsel provides 24/7 call coverage without per-minute billing.
Calls are answered consistently outside business hours and at peak times, and the cost does not scale with call minutes the way legacy answering services often do. HelloCounsel estimates that PI firms miss 35 to 50 percent of inbound calls during business hours alone, which is the gap continuous coverage is meant to close.
CMS write-back and integrations
HelloCounsel integrates natively with Filevine, Litify, Clio, Smart Advocate, MyCase, and CasePeer.
Native CMS write-back allows call data and supported outcomes to be written directly into the relevant case record rather than creating another manual documentation step for the team.
CMS write-back is the automatic transfer of call data and supported outcomes into the case management system with no human in the middle, and it is what separates a complete case file from a pile of phone messages.
When HelloCounsel resolves a supported interaction, a structured note, a readable summary, and the full transcript appear in the correct case file with the date, time, caller, and follow-up action, so the record reflects what actually happened rather than what a case manager remembered to log.
Yes. HelloCounsel writes each resolved call into the correct matter in your case management system automatically, with a structured summary and the full transcript attached.
There is no manual data entry, no email to transcribe, and no call log waiting to be documented. The note is timestamped and mapped to the right case before the next call comes in.
No. HelloCounsel does not replace your case management system, it feeds it.
Your CMS, whether Filevine, Litify, Clio, Smart Advocate, MyCase, or CasePeer, remains the system of record, and HelloCounsel writes resolved calls and supported outcomes into it so the case file stays complete.
HelloCounsel documents a native integration with RingCentral as its phone-stack integration.
Firms on other phone systems can still work with HelloCounsel, though non-RingCentral setups may need custom configuration, which the team scopes during onboarding.
How HelloCounsel compares
The main difference is scope: intake-focused tools such as LegalClerk.ai are centered on reception, lead qualification, and new-client intake, while HelloCounsel also supports post-intake operational workflows.
HelloCounsel handles work involving existing clients, vendors, insurers, medical providers, lien holders, medical records retrieval, and case development, alongside new intake, and writes supported outcomes back into the firm's case management system.
HelloCounsel goes beyond taking incoming messages by carrying supported operational work forward and logging the outcome in the CMS automatically, whereas human answering services typically take a message and send it back to the firm.
HelloCounsel estimates it runs about 50 percent cheaper than legacy services such as Ruby, Smith.ai, and Lex at similar call volume, without the per-minute cost or the manual logging step that leaves case files incomplete.
HelloCounsel focuses on operational execution across reception, intake, medical records retrieval, and case development, while platforms such as Eve Legal cover broader case-lifecycle workflows such as medical summaries, demand letters, and discovery.
The two solve different problems. HelloCounsel handles repetitive plaintiff-firm operational work, including inbound and outbound calling and the CMS documentation and follow-up that comes with it, and can sit alongside broader case-lifecycle platforms.
Results and use cases
HelloCounsel solves the problem of repetitive operational work swallowing staff time and leaving case work and documentation behind.
HelloCounsel estimates that PI case managers spend 50 or more hours a week on routine calls such as status updates, balance inquiries, and records confirmations, most of which never get logged. By handling and documenting this repetitive work automatically, HelloCounsel returns that time to case work and keeps the file complete.
HelloCounsel creates a complete, timestamped record of every resolved call inside the case file, which strengthens the firm's professional documentation.
Because each call is written back with a summary and transcript attached to the right matter, the firm can show that client updates, vendor calls, and adjuster communications were captured rather than relying on email chains and case-manager memory.
Complete documentation does not by itself prevent malpractice, but it gives the firm a clearer record of the communications and actions captured through HelloCounsel.
According to HelloCounsel, a typical personal injury case generates around 150 calls over its lifetime, spanning the client, medical providers, insurance adjusters, lien holders, and vendors.
A case manager with 150 active cases can therefore be responsible for tens of thousands of call-touches, which is why handling and logging them automatically can have an outsized effect on both time and file quality.
Security and data
HelloCounsel is built for the compliance-sensitive nature of personal injury and medical intake, and it stores each resolved call's summary and transcript inside the firm's own case management system, which remains the system of record.
Its documented phone-stack integration, RingCentral, supports HIPAA-aligned handling of call data under a Business Associate Agreement. Firms with specific HIPAA, Business Associate Agreement, or security-review requirements should confirm the current compliance details with HelloCounsel during the demo.
HelloCounsel handles and documents calls through its phone-stack integration, and recording and consent must be configured according to the requirements of the platform and the jurisdictions in which the firm operates.
RingCentral, the documented phone integration, supports recording announcements and consent-related configuration. Recording and consent requirements vary by jurisdiction, so the exact setup for the firm's jurisdictions is determined during onboarding.
Pricing, pilot, and getting started
HelloCounsel uses custom pricing based on a firm's call and case volume rather than a published per-seat price.
HelloCounsel estimates its cost is roughly 50 percent lower than legacy answering services such as Ruby, Smith.ai, and Lex at comparable coverage, and every engagement includes a custom ROI estimate delivered in a short demo call. Because there is no self-serve tier, current pricing is confirmed directly with the team.
Yes. HelloCounsel includes a two-week free pilot with no long-term contract required.
The pilot lets a firm see how much of its real repetitive operational workload the agents can handle, how supported interactions and follow-up work are completed, and what the resulting case documentation looks like.
You can get started by booking a demo call with HelloCounsel's founders through the website, which includes a custom ROI estimate and access to the two-week pilot.
The team scopes your case management system, phone setup, and operational workflows during onboarding so the integration writes into the right matters from the start. You can also reach HelloCounsel at hi@hellocounsel.ai.