How does Voksha distinguish an urgent call from a routine one during daily operations?

For Law Firms

Urgency detection is built into the qualifying question flow you configure per practice area, not a generic AI guess. For a criminal defense firm, questions like whether someone is currently in custody, whether a bail or arraignment hearing is scheduled, and what jurisdiction the arrest happened in immediately flag a call as urgent versus a caller asking about expungement eligibility for a case from three years ago, which is not time-sensitive. For a family law firm, an active protective order situation or an emergency custody matter gets flagged differently than a caller wanting a general consultation about filing for divorce next quarter. For personal injury, a caller reporting an accident that happened within the last 48 hours (before the statute of limitations clock and evidence preservation window matter, and often before the caller has spoken to an insurance adjuster) is flagged with higher priority than a general inquiry. This urgency flag surfaces at the top of the intake summary, so whoever reviews the queue, whether that's each morning or in real time via CRM sync, sees flagged matters first rather than working through summaries in the order calls came in. For firms that want true real-time urgency escalation, such as a criminal defense practice that takes middle-of-the-night arrest calls seriously enough to want an immediate notification rather than a morning review, the qualifying questions and notification settings can be configured to alert a specific attorney immediately when a call matches defined urgency criteria, rather than waiting in the general queue.