Send a short confirmation with the date, time, place or video link, who they will meet, what to bring, and the fee and cancellation terms, and leave the facts of the case out. A workflow in GoHighLevel sends it the moment the Customer Booked Appointment trigger fires. The bottom line: the confirmation is the first written record of the firm's relationship with a prospective client, so it should be accurate about what the meeting is and is not.
What the message does for the firm
ABA Formal Opinion 10 457 explains that inviting inquiries can create duties to a prospective client under Rule 1.18, and that clear disclaimers, consistent with what the firm does, can limit misunderstandings about whether legal advice was given, whether an attorney client relationship exists, and whether information is confidential. A confirmation that says the consultation is an opportunity to discuss the matter, that no attorney client relationship exists until an engagement letter is signed, and that the firm has not yet run a conflict check, repeats those limits at the point where the person is most attentive.
What it says
| Include | Leave out |
|---|---|
| Date, time, address or video link, and parking | The person's description of the case |
| The attorney or team they will meet | Any prediction of the outcome |
| Documents to bring: ID, notices, prior orders | Any legal advice |
| Fee, if any, and the cancellation and reschedule rule | The amount of any expected fees for the whole matter |
| That no attorney client relationship exists until an engagement is signed | Case details that a lock screen could show |
Build it in GoHighLevel
- Build a workflow with the Customer Booked Appointment trigger, filtered to the consultation calendar.
- Send an email with the full preparation list, and a shorter text with the date, time, location, and a link to the email.
- Add a calendar invite with the video link if the meeting is remote.
- Add a task for the attorney to review the intake form 24 hours before the meeting.
- Add the reminder workflow from our no show guide, so the confirmation and the reminders form one sequence.
- Use a different message for each practice area, since the documents to bring differ.
GoHighLevel's trigger list says the Customer Booked Appointment trigger fires when a customer books an appointment, and its actions include one time booking links for follow up scheduling.
Text or email, and how long
Use both. The text carries the essentials: date, time, place or link, and a line that says the full details are in the email. The email carries the preparation list, the fee and cancellation rules, and the disclaimer. Texts are read within minutes but are short and visible on a lock screen, and email holds attachments and longer policies. A sample text has four short lines: the firm name and the appointment, the place or link, who they will meet, and how to reschedule.
The confirmation is also where a firm can ask for the documents that make the meeting productive, such as a notice that was served, a prior order, a lease, or an insurance letter, without asking the person to explain the matter. Asking for documents keeps the message factual and gives the attorney something to read before the meeting.
Worked example
For example, if a firm books 80 consultations a month and each confirmation removes one 5 minute call from a paralegal asking what to bring, that saves 400 minutes a month (80 times 5), about 6.7 hours.
Mistakes to avoid
- Putting the case in the message. Texts are visible on lock screens.
- Omitting the policies. People cannot follow rules they never saw.
- Implying representation. State that none exists yet.
- Sending everything by text. Use email for the long list.
How this was handled before
The confirmation was a phone call or a calendar invite with no policies. Ethics guidance on websites and inquiries has since made firms more careful about what they say to prospective clients before an engagement, so the confirmation now carries the disclaimers.
What to measure after launch
Track confirmation opens, calls to the office asking what to bring, and documents received before the meeting. If clients still call with basic questions, add the answer to the message.
Check before you switch it on
US text messages sent from a standard 10 digit number need A2P 10DLC registration. The HighLevel support portal says registration is required for texts to US recipients from 10 digit long code numbers and that toll free numbers do not require it. HighLevel's opt in guidelines also say a person cannot be forced to agree to text messages in order to submit a form, so keep the consent box optional. One compliance guide separates informational texts, which need documented consent, from marketing texts, which need prior express written consent. Ask your attorney which category your reminders fall into. Confirm which email and phone the person prefers, since some people share a phone. This is general information, not legal advice.
Questions people ask
Should the confirmation mention the case?
No. Leave case facts out, because texts can be seen by others and Rule 1.18 makes what a prospective client shares sensitive.
Should it say no attorney client relationship exists?
ABA Formal Opinion 10 457 supports clear disclaimers, consistent with what the firm does.
Which trigger sends it?
The Customer Booked Appointment trigger, according to GoHighLevel's workflow trigger list.
Ready to try it yourself? Start a GoHighLevel account here.
You can also see this in action in our GoHighLevel capabilities demo.