See Which Intake Calls Never Became Clients

No. Any phone system will do, so long as it records. Firms run Sentinel on somebody else's platform all the time and look at Unified Communications later, or never. What Sentinel needs is the recording. Who provides the dial tone underneath it stays your business, on your timetable.

Yes, and there is no way around it. An unrecorded call leaves nothing to read. If your firm is not recording, we set that up first. Then we count how many of your extensions actually record, because an intake line nobody switched on will quietly shrink every number that follows.

They do not prohibit it. ABA Formal Opinion 512, issued 29 July 2024, is the first formal guidance on generative AI, and it works through the rules you already practise under: competence at Model Rule 1.1, confidentiality at 1.6, and supervision of nonlawyer assistance at 5.3. Its sharpest point on confidentiality concerns self-learning tools, which is why whether your call content trains a model is the question to put to any vendor. Ours does not. Your state's rules govern rather than the Model Rules, so check yours.

Sentinel reads what was said and what was promised on a call, never the merits of the matter. The findings are operational: a caller who was not booked, a date nobody was assigned, an adverse party named. Recordings and transcripts stay in our own AWS account, nothing is shared with another customer, and no finding leaves your account.

Redaction is available: names, contact details, account and matter identifiers come out before a finding is written or emailed, leaving the operational fact your intake team needs and the sentence that produced it. Ask on the first call whether it is switched on for your account, and get your retention period and our no-model-training commitment in writing before any recordings are connected.

It will be wrong sometimes; assume that going in. Every finding carries the quote that triggered it, so a human checks it in seconds rather than taking our word for it. Nothing is auto-sent to a client and nothing changes in another system. On scoring, an item is only counted once its stated precondition matches what the call was actually about, so nobody is marked down for a call that never reached the situation. Wrong rule, we rewrite the rule.

No. Sentinel reads calls after they end, because the recording only reaches Sentinel once the call is complete. It is not live monitoring, it does not join calls and it does not answer them. Findings from a morning's intake are with you the same day.

Both read the same recorded calls, so there is nothing further to connect, and both are priced on top of your tier. Customer health is available at any tier and ties calls together by who was on them, so you see a pattern across a client's calls rather than one call at a time.