First line of intake for mass tort campaigns
When the campaign starts ringing, intake has to keep up.
You spent real money to make the phone ring. The calls arrive at odd hours, in waves, from people who are anxious and unsure. We keep the first stage of intake answering, gathering, and organizing, so your team receives structure instead of starting every conversation from zero.
The pressure
The campaign does not stop when the intake team goes home.
A mass tort campaign creates attention on its own schedule. The calls are unpredictable in timing and in volume, and every one of them is a person deciding, in that moment, whether your firm is ready. The real risk is not one missed call. It is the intake process losing structure at the exact moment a prospective claimant enters it.
11:47 PM
A claimant calls long after the intake team has gone home.
Within the hour
A media flight lands and dozens of calls arrive at once.
Mid sentence
A caller jumps ahead, answers out of order, and doubles back.
On behalf of
Someone is calling for a spouse, a parent, or a person who has passed.
"Sometime in the 90s"
Dates are approximate and records are not in front of them.
Needs judgment
The situation clearly calls for a person, not a script.
How intake holds
A messy conversation becomes reviewable intake.
Real callers do not behave like clean form submissions. The point is not to force them to. Maya keeps the conversation human while the intake itself stays structured, moving from a live call to something your team can actually act on.
- Step 01WITH CALLER
It answers, and it listens.
Maya picks up when the campaign rings, greets the caller, and works through the conversation the way a person actually talks: interruptions, hesitations, and answers that arrive out of order.
- Natural conversation
- Handles out-of-sequence answers
- No rigid phone tree
- Step 02INFORMATION FORMING
Loose details become context.
As the caller speaks, the relevant facts settle into place. Who is calling and for whom, the product or exposure, approximate dates, and what medical history the caller can recall.
- Caller relationship identified
- Approximate answers accepted
- Campaign fields populated
- Step 03REVIEW REQUIRED
Ambiguity gets flagged, not buried.
When information is incomplete, conflicting, or sensitive, the workflow recognizes it and marks it for a person. Uncertainty is surfaced instead of quietly forced into a box it does not fit.
- Incomplete data noted
- Sensitive situations escalated
- Nothing forced to fit
- Step 04READY FOR TEAM
The team receives structure.
What began as a late-night call arrives as an organized record: the caller context, a preliminary category, the reason review is needed, and a clear next action for your team.
- Structured summary
- Review reason attached
- Clear next action
First line of intake
Controlled preliminary screening, not a verdict.
Using the criteria your firm defines for a campaign, intake is organized into a small set of preliminary categories. They give your team a running start on what to review first.
These are preliminary intake categories, not legal determinations. Maya is your first line of intake. She answers, gathers, clarifies, and organizes. Your firm remains responsible for legal evaluation and every case decision.
Preliminary match
The information gathered appears to align with the campaign criteria your firm defined. Organized and prepared for routing.
Human review required
Something needs a person: incomplete records, a sensitive circumstance, conflicting answers, or a situation that calls for judgment.
Does not appear to match
Based on the current intake criteria, this does not look like a fit. Captured and set aside for your team to confirm.
Human judgment stays central
The system knows what it is not.
Confidence in intake comes from clear limits. Maya is configured with guardrails so the conversation stays inside your firm's approved process, and so the moment a situation calls for a person, it goes to a person. The technology carries the routine. Your team keeps the judgment.
- Give legal advice
- Promise or imply an outcome
- Tell a caller they have a claim
- Decide whether a case is accepted
- Speak outside your approved process
- Replace human review
Built around your campaign
Configured for your campaign, not installed from a template.
Different campaigns need different terminology, questions, criteria, and disclosures. This is not one generic script pointed at every matter. We work alongside your team to shape the intake, then keep refining it as the campaign runs.
- Screening criteria
- Intake questions
- Required disclosures
- Question sequencing
- Escalation rules
- Human-review conditions
- 01
Design the flow
We map your campaign, its terminology, and the questions that matter into an intake your team recognizes.
- 02
Configure Maya
Screening logic, disclosures, sequencing, and escalation rules are set to your firm's process.
- 03
Test real scenarios
We run the difficult calls: deceased claimants, callers acting for others, approximate dates, conflicting facts.
- 04
Refine as it evolves
Edge cases, conversational behavior, and screening logic are tuned as the campaign and its volume change.
Ready for the team
Your team starts with context, not a blank page.
When someone on your team opens the file, the work of the first conversation is already done. The caller context is captured, the preliminary category is set, the reason for review is written down, and the next action is clear. The late-night call becomes a record worth picking up.
- Caller
- Spouse, on behalf of deceased
- Product / exposure
- Occupational, reported
- Approximate dates
- Late 1990s (approximate)
- Medical information
- Reported, records to follow
- Callback contact
- Captured
On behalf of a deceased claimant with incomplete medical records. Route for attorney or senior intake review before follow-up.
Where it can lead
The intake connects to the rest of your operation.
Once the first line of intake is solid, structured information can move into the tools your firm already runs on. These are possibilities we scope with you, not switches that are all on by default.
- Case management systems
- CRM records
- Review queues
- Notifications
- Human transfers
- Follow-up workflows
- Custom API integrations
- Reporting
When your campaign starts ringing, be ready to answer.
Tell us how your intake runs today and where it strains. We will walk through your campaign, the calls you expect, and how a first line of intake could hold its shape under volume.
A conversation with the EG Fusion team, not a sales queue.