1. You are talking to an AI
The assistant is an artificial-intelligence system operated by Suntec AI LLC on behalf of the law firm you contacted (or, in our demo, on behalf of a fictional firm). It is not a person and not a lawyer.
- It says it is an AI assistant at the start of every call, chat and text conversation.
- If you ask whether you are talking to a person or a machine, it answers honestly.
- It never claims to be a human, an attorney or a member of the firm’s legal staff.
2. No legal advice
The assistant is designed to collect information and help you schedule time with the firm. It does not give legal advice. It will not tell you whether you have a case, what your case is worth, what you should do, or how a court or agency is likely to rule. If you ask, it will say it can’t answer and offer to connect you with the firm. Any general information it gives about the firm (such as office hours or the consultation process) comes from the firm.
3. No attorney–client relationship
Talking to the assistant does not create an attorney–client relationship with the law firm or with Suntec AI. Only the firm can decide whether to represent you, usually after a conflict check and a conversation with an attorney, and normally confirmed in writing. Until the firm confirms that it represents you, don’t assume it is acting for you.
Legal matters can have strict deadlines. Contacting the assistant does not stop any deadline or protect your rights. If you think a deadline is close, say so and ask to speak with someone at the firm as soon as possible.
4. Recording and consent
- When a firm enables recording, the assistant announces at the start of the call that the call is recorded and transcribed, before asking intake questions.
- Some states require the consent of everyone on a call before it can be recorded. Because of that, the announcement is given to every caller. If you continue after the announcement, you consent to the recording.
- If you don’t want to be recorded, you can end the call and contact the firm another way (for example by email or during office hours), or ask for a callback where the firm offers one.
- Web-chat and text conversations are saved as written transcripts.
5. What happens to your information
- The assistant captures what you share, such as your name, contact details, the kind of matter, key facts and dates, and names of other people involved (so the firm can check for conflicts).
- That information, along with a summary and any transcript or recording, is sent to the firm you contacted, typically into its case-management system, calendar and email or text alerts.
- Suntec AI processes the information on the firm’s behalf and under its instructions, using service providers for telephony, speech and AI processing. We do not sell it or use it for advertising.
- Retention is set by the firm under its agreement with us. To access, correct or delete your information, contact the firm. More detail is in our Privacy Policy.
Please share only what’s needed to describe your situation. Don’t send passwords, full Social Security numbers or financial-account numbers through the assistant.
6. Talking to a person and urgent situations
- You can ask for a person at any time. The assistant will follow the firm’s instructions: transferring you, arranging a callback, or taking a detailed message.
- Each firm defines what counts as urgent (for example someone in custody, or a hearing the next day). Urgent matters are flagged and sent to the person the firm designates right away.
- If you are in danger or facing an emergency, hang up and call 911. The assistant is not an emergency service.
7. Accuracy and oversight
AI systems can mishear or make mistakes. The firm’s staff review intake summaries and decide on next steps; the assistant does not make decisions about representation. If something in a confirmation message is wrong, reply or contact the firm to correct it. Suntec AI reviews transcripts with each firm to improve accuracy over time.
8. Text messages and follow-up
The assistant may send you texts, such as an appointment confirmation or a reminder, when you have given your number for that purpose. Follow-up calls and texts to people who haven’t booked are made only where the firm has the consent required by law. Reply STOP to opt out of texts or HELP for help.
9. Prefer not to use AI?
That’s fine. Ask the assistant to take a message for a callback, or contact the firm directly during its office hours. If you need an accommodation to communicate with a firm, tell the assistant or the firm.
10. Questions
Questions about a specific firm’s intake should go to that firm. Questions about how Suntec AI works: our contact page.