A call record should help your team answer one question: Does this caller meet our firm’s criteria for follow-up?
Lighthouse provides structured intake fields, a quick summary and the full transcript for each call. Review the level of detail you need, from assessing case qualification to reading the whole conversation. Your firm chooses the intake questions and criteria that matter to its practice.
Three ways to review a call in Lighthouse
| View | What Lighthouse gives you |
|---|---|
| Intake fields | Organized answers to assess whether the case meets your firm’s intake criteria. |
| Summary | A quick overview of the call, without reading the full conversation. |
| Transcript | The full conversation, with an English translation and the original Spanish for Spanish-language calls. |
For firms serving Spanish-speaking clients, staff can read the English translation or switch to Spanish (Original) to review the caller’s words. The dashboard walkthrough shows both views.
One fictional call, three useful views
Imagine a caller says:
“I was rear-ended in Phoenix on September 30. I broke my wrist and went to urgent care. I don’t have the medical bill yet.”
This is a fictional illustration, not a customer call or actual Lighthouse output.
Transcript: the conversation in the caller’s own words, including any follow-up questions or corrections.
Summary: a rear-end collision in Phoenix, a broken wrist and an urgent-care visit. The medical bill is not yet available.
Intake fields: the answers organized by the questions the firm selected—for example, incident location, injury and medical treatment.
One firm may want to call back based on the significant injury alone. Another may want treatment or billing details before deciding. The same call can lead to different next steps because the firms have different intake criteria.
Choose fields around your firm’s intake criteria
Lighthouse lets your firm configure intake questions as Required, Optional or Disabled. Client Name and Phone Number are locked fields in the simplified settings. The customization walkthrough shows those controls and the firm’s description and contact settings.
Start with what your firm needs to decide whether an inquiry deserves follow-up. For one firm, injury severity may matter most. Another may need to know what treatment the caller received. Choose the supported questions that serve those criteria.
Review those choices with the people who screen cases. Not every useful detail needs to be required on the first call, and an unanswered question is not automatically a reason to rule out an inquiry.
For examples of which questions to ask, see choosing personal injury intake questions.
Read missing information carefully
An unanswered question, an uncertain answer and an explicit “no” are different things.
If someone says they don’t know whether a report was filed, a reviewer should not treat that as confirmation that no report exists. If the call ends before a question is asked, the blank needs context from the conversation. If a caller corrects an answer, check which answer the record reflects.
These are useful test scenarios when evaluating any AI intake service. Use fictional calls to check an unknown date, a corrected phone number and a caller who cannot answer a question. Compare what was said with the completed record. The exercise evaluates the workflow you actually intend to use, rather than the appearance of a polished demonstration.
A short review routine for your team
When a new Lighthouse call record is ready:
- Check the intake fields against your firm’s criteria for follow-up.
- Read the summary for a quick overview and confirm the callback details.
- Read the transcript around any uncertain or consequential answer.
- Decide what to clarify and which colleague should follow up.
- Record the next step in the process your firm uses to manage work.
The dashboard walkthrough shows the transcript, Extracted Data and recorded call outcomes. A completed intake is a completed information-gathering interaction; it does not mean the firm has accepted the matter. An escalated call also needs a clear owner for the next step.
Over time, compare the record with the questions staff ask again. If the same detail repeatedly needs another call, revisit the intake settings. If information is captured but nobody acts on it, clarify ownership of follow-up.
For the phone setup behind these records, see how forwarding and transfers work.
The useful outcome is a colleague who understands the caller and knows what to do next. To see that process with your firm’s questions, book a Lighthouse demo.