Overview
LitiSync engages with your client automatically using defined engagement rules powered by the Switchboard system. Every interaction is branded to your firm, recorded with consent, and designed to gather the information needed to advance the matter efficiently.
Before You Begin
- A matter must be created and active in your account.
- Client contact information must be entered in the matter profile – done at Matter set up.
Step-by-Step Instructions
1. Autonomous Engagement
Once a matter is activated, LitiSync begins engaging with clients autonomously within the engagement parameters defined by the LitiSync Switchboard system. Each interaction includes clear client consent before any communication or recording occurs. Audio recording is not required for engagement, and every call provides the recipient with a clear option to decline recording if they are not comfortable having the conversation recorded.
2. Client Communications and Scheduling
Clients receive communications through email, SMS, and phone calls, all branded to your law firm (with co-branding where needed for transparency).
Phone calls are client-queued, allowing clients to start conversations at their convenience from links provided via email or text message. Additional forms and requests for information are delivered through email or SMS.
3. Collecting Matter Information
During onboarding and case development, LitiSync gathers information across several key areas:
- Facts and Chronology — The full story of the matter is collected through structured calls, emails, and forms, building a detailed timeline of events. This process includes identifying witnesses and participants involved in the events, as well as collecting any relevant evidence for document production. All collected information is mapped to the facts and chronology and organized within your LitiSync case file, where it can be searched, filtered, and sorted as needed.
- Financial Impact — Based on the practice area and context of the matter, LitiSync gathers relevant financial information such as financial stability, asset inventories, and potential damages data.
- Case Strategy Context — The system collects information related to client expectations, desired outcomes, and the practical or emotional perspectives influencing the matter.
4. Monitor Engagement Activity
All engagement activity can be viewed in real time on the Matter Brief screen in the activity feed. You will also receive email notifications as activities occur and as the case progresses through each engagement stage.
What Happens Next
As LitiSync continues engaging with clients, additional information is collected, tasks are completed, and the LitiSync Case Record (LCR) is continuously updated—helping prepare the case for strategic review and next-step actions. Once LitiSync gathers a critical mass of facts, context, and completes the assigned set of Building Blocks, activity pauses until you provide additional instructions to the system.
Playbook FAQ
Does LitiSync Start engaging with my clients as soon as a matter is set up in my dashboard?
Yes. LitiSync agents begin working immediately, reaching out via email and text message as soon as the matter is added to queue a call and start gathering context about the matter right away.
Are client communications branded to my firm?
Yes. All communications are branded to your law firm, with co-branding used where necessary to provide transparency about the LitiSync service. This includes voice, email, SMS interactions.
Can clients choose when to participate in calls?
Yes. Clients can initiate queued calls at any time using links sent securely via email or SMS.
How can I track engagement progress?
All activities appear in real time within the Matter Brief activity feed, and email notifications are sent as engagement milestones occur.
How is consent handled with clients?
LitiSync requests consent before recording any phone call audio and clearly informs participants that all information collected during each interaction is protected under attorney-client privilege.
What if a call is dropped or the client has more to share?
LitiSync’s Switchboard handles dropped or incomplete calls seamlessly. At the beginning of each call, recipients are informed that they can queue additional calls at any time using the link provided in their email or text notification. If a call is interrupted or disconnected, LitiSync preserves the full conversation context and resumes the next call exactly where the previous one ended, so clients do not need to repeat information or restate details. Our system handles all the edge cases with grace and precision, tracking the details and keeping all context organized for your review.
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