01 The challenge
A website chat that visitors weren't using.
Like most small firms, Jack Quigley Solicitors had a Wix site with a basic chat widget bolted on. In practice, almost nobody was using it. Visitors defaulted to the contact form or rang the office, and the chat sat there feeling static, generic, and corporate, none of which matched how the firm actually talks to clients.
The team also wanted faster triage on the cases that pay the bills. Personal injury enquiries are time-sensitive. Conveyancing and wills need a quick read on price expectations. Out-of-hours messages were piling up overnight with no way to qualify them or get a meeting in the diary before someone else did.
What the firm needed
- Replace a generic Wix chat with something that sounded like the firm.
- Qualify enquiries on practice area, urgency, and fee fit, without a receptionist on the line.
- Get qualified prospects into the diary directly, including outside office hours.
- Keep the existing toolset, Wix for the site, Leap for case management, Teams for consultations.
02 Why Auvia
Intake that handles the conversation and books the meeting.
Auvia responds in seconds, asks the qualifying questions a good receptionist would ask, filters out the tyre-kickers, and books the right kind of meeting into the right diary with a briefing note attached. For a firm with no appetite to take on another major tool, the appeal was that it could sit on top of the existing Wix site and lean into Leap and Teams rather than around them.
03 Building the intake flow
Tuned to the firm's tone, not a generic chatbot.
Working with Paul and Frank from Auvia, the team walked through how a real client conversation usually starts at the firm, friendly, plain-English, no corporate jargon. Past Wix chat threads were used as worked examples to tune the prompts. The welcome message was rewritten to sound like a person, not a system.
From there, the qualification flow was shaped around the firm's real priorities: personal injury and urgent matters moved through quickly, conveyancing and wills checked price expectations early, and anything outside the firm's wheelhouse was routed politely with a referral pointer. Booked meetings drop into a shared info calendar rather than landing on a solicitor's diary uninvited, so the team controls the schedule.
1
Talk like the firm
Welcome and prompts written in the firm's plain, approachable voice.
2
Qualify on what matters
Practice area, urgency, and fee fit, with disqualification handled gracefully.
3
Book into the right diary
Qualified meetings land in a shared info calendar, ready for Teams, phone, or in-person.
04 Going live
A booking on the first night, before the office opened.
The widget went live and the team spent an afternoon stress-testing it from every angle. The next morning, a genuine prospect had already chatted with Auvia overnight, qualified themselves, and booked an appointment for the following Tuesday.
Did you see we had a fabulous interaction on the chat last night? Booked the appointment for Tues too.
Inside the firm, the team passed the widget around and started testing different scenarios themselves, sending edits and suggestions back as they went, which were turned around without delay.
“Just playing away with it here and everyone is having a go testing out different things. I'll send you some feedback soon but it really is brilliant, you both should be so proud.”
05 What changed
From scattered enquiries to a smoother path to instruction.
Since going live, the firm reports a meaningful improvement in the efficiency of its client enquiry process, with a noticeably smoother transition from first contact to instruction. Out-of-hours chat is no longer a black hole; ongoing support from the Auvia team keeps prompts and routing tuned as the firm grows.
“Since going live, the system has significantly improved the efficiency of our client enquiry process, making the transition from initial contact to instruction much smoother. I would have no hesitation in recommending Auvia to other firms looking to streamline their client onboarding process.”
“The conversation was brilliant. Sympathetic and understanding of her stress which is so important.”
Danielle · JQ Solicitors
Derry, Northern Ireland