Legal Intake / Triage

Legal intake and triage software gives corporate legal departments a structured, centralized way to receive, organize, and respond to legal service requests, replacing the scattered emails, informal conversations, and ad hoc trackers that once handled inbound legal work. Intake refers to capturing the details of a request, such as issue type, urgency, and supporting documents, at the moment it is submitted, typically through guided forms, email, chat tools such as Slack or Teams, or internal portals. Triage follows by evaluating that request to determine its priority, risk level, and the right resource or next step, whether that is self-service resolution, routing to a specific team member, or escalation to specialist review. Specific capabilities include standardizing captured data regardless of intake channel, applying conditional routing rules and SLA tracking, and maintaining an audit trail of every request, decision, and action. Most legal departments still rely on rule-based routing, configurable forms and predefined logic, though AI is increasingly used to classify plain-language requests, score risk, apply tags, and in some cases complete first-pass review of routine matters. Well-implemented intake becomes the entry point for downstream processes like matter management, contract workflows, and outside counsel tracking, shifting legal from reactive task execution toward proactive, measurable service delivery.