Alert Communications & LIP
E-Retainers
Legal Intake Professionals
June 2026
Understanding Retainer Agreements
This paragraph is ready to be filled with incredible creativity, experiences, and stories.
The role of an intake specialist in the Retainer Agreement Process
What is a retainer agreement?
Signing the Retainer Agreement
Retainer Always Answers
There will be times when your caller will ask you questions or possibly object to signing an agreement before speaking with an attorney. Rather than simply improvising, we have designed answers to reassure and keep the caller’s focus on signing the agreement.
The Retainer Always Answers should be readily accessible as they will be always be used on all LIP Retainer Accounts. Right click for the link and save. TIP: The normal Always Answers are available and other helpful LIP information are available through this link.
This paragraph is ready to be filled with incredible creativity, experiences, and stories.
The Goal - Securing The Signature
Be Proactive and Assertive - Control The Call
The script is your guide! It will give you the exact instructions to follow so the caller can sign the retainer correctly.
Be Intentional - Relay The Purpose
When we secure the signature and complete retainers, we are connecting our Callers with Attorneys that can help them. We are delivering Signed Potential New Clients for OUR clients. By doing so, we are growing the business for each and every one of us!
If YOU sound confident, knowledgeable, and professional whilst completing a retainer, the CALLER will feel comfortable, interested, and secure with the firm.
Be Successful - Secure The Signature
We should be building rapport with the caller throughout the call with our tone, word choice and legendary empathy. Doing this significantly increases our chances of getting the signature without issue.
What to Expect
All LIP Retainer Accounts can be identified by the green bubble on the left side of the screen. This does not guarantee that every intake will lead to a Retainer but it prepares you just in case. The call flows that lead to a retainer are based on firm preference and the information you input. Once we see this identifier, we should pull up our Retainer - Always Answers in preparation.
What To Expect
This question will be your indicator that you are going to send a retainer. The retainer can be sent through text or email. The wording for ‘client signature’ is intentional; the injured party must be the one to sign the retainer agreement. For example: The caller is calling on behalf of his adult daughter who was in an auto accident. He was not in the vehicle with her. We must make it clear to the caller that the documentation will need to be signed by his daughter.
Who Can Sign
The following situations are the only cases we can have someone sign on behalf of the client:
- A parent can sign on behalf of a minor child.
- In the case of a Wrongful Death, the following individuals can sign on behalf of the deceased -
- Current Spouse
- Adult Children
- Parents (if there are no surviving spouse or adult children)
- Personal Representatives of the Estate
- Incapacitated Adults
- Only someone with Power of Attorney for that individual can sign on their behalf.
TIP: Ask the caller probing questions. If you are in doubt, post in the Alert and LIP VR Support channel for assistance.
Verification Process
After the caller informs you that they would like the retainer to be sent through email or text, we will have to verify the information. In this image, we can see that the number and email address fields have verification badges. In addition to those fields, we must verify the name of the injured party. Some retainers will automatically include the name once you send it. Even if you verified the information earlier in the flow, you must verify the fields again.
Preview Resource
Once the name, email and/or phone number are verified, we may send the retainer. There will be a link to view the retainer template. This will allow you to see the fields the injured party will need to complete. Additionally, you can see how long the retainer agreement is. If there are any issues with the link, they are also located in Helpjuice. Reminders: We are NOT to walk the caller through the retainer word for word. We are NOT to advise the callers on any decisions they make. We are NOT to read the contents of the retainer to the caller.
This paragraph is ready to be filled with incredible creativity, experiences, and stories.
Sending The Retainer
Once the retainer is sent, we must confirm if the caller received the document. Naturally, allow some time for them to receive the document in their email inbox. If it does not appear, ask the caller to check their Spam or Junk mail. If the caller still has yet to receive it, verify the spelling of their email address phonetically. If you find that the email address was incorrect and sent to the wrong email, we may select the back button and re-enter the correct information to send a new retainer. If you have to send a new retainer, you must complete the LIP CS form to ensure the previous retainer is cancelled. If the caller did receive the document, we will have specific instructions to provide to the caller so they may complete the retainer agreement correctly.
This paragraph is ready to be filled with incredible creativity, experiences, and stories.
Retainer Instructions
We encourage you to amend the wording of the instructions as needed to best suit your call. However, we must relay each instruction before moving forward. For example: If we have used our Retainer Always Answers and your caller is unable to sign the retainer at the time of the call, we will still provide all the instructions so they may complete it on their own time. When it comes to securing the signature, we are not concerned with dead air. After providing the instructions, allow the caller as much time as necessary to review the document and sign. Be sure to check in with the caller in case they have any questions or require additional assistance.
Caller Does Not Want To Sign
If the caller is initially hesitant to sign, do not immediately fold under the pressure. Always attempt to gather their signature by informing them, “We will need this documentation to move forward with your potential case.” If they still do not sign, there should be a question in the flow asking why we were unable to obtain their signature. If there is no question asking for the reason, make sure to notate the reason in the Comments. For example: Mr. Doe was at work at the time of the call. He confirmed receipt and will complete the retainer when he is able. Dr. Greene has vision problems that prevent her from being able to read the retainer. She plans to review it with her husband when he gets home. Mr. Davis would like to speak to an attorney about a specific clause in the retainer agreement.
Caller Does Not Want To Sign
If the caller is initially hesitant to sign, do not immediately fold under the pressure. Always attempt to gather their signature by informing them, “We will need this documentation to move forward with your potential case.” If they still do not sign, there should be a question in the flow asking why we were unable to obtain their signature. If there is no question asking for the reason, make sure to notate the reason in the Comments. For example: Mr. Doe was at work at the time of the call. He confirmed receipt and will complete the retainer when he is able. Dr. Greene has vision problems that prevent her from being able to read the retainer. She plans to review it with her husband when he gets home. Mr. Davis would like to speak to an attorney about a specific clause in the retainer agreement.
Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod.
Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod.
Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod.
E-Retainers
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Created on June 4, 2026
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Transcript
Alert Communications & LIP
E-Retainers
Legal Intake Professionals
June 2026
Understanding Retainer Agreements
This paragraph is ready to be filled with incredible creativity, experiences, and stories.
The role of an intake specialist in the Retainer Agreement Process
What is a retainer agreement?
Signing the Retainer Agreement
Retainer Always Answers
There will be times when your caller will ask you questions or possibly object to signing an agreement before speaking with an attorney. Rather than simply improvising, we have designed answers to reassure and keep the caller’s focus on signing the agreement.
The Retainer Always Answers should be readily accessible as they will be always be used on all LIP Retainer Accounts. Right click for the link and save. TIP: The normal Always Answers are available and other helpful LIP information are available through this link.
This paragraph is ready to be filled with incredible creativity, experiences, and stories.
The Goal - Securing The Signature
Be Proactive and Assertive - Control The Call
The script is your guide! It will give you the exact instructions to follow so the caller can sign the retainer correctly.
Be Intentional - Relay The Purpose
When we secure the signature and complete retainers, we are connecting our Callers with Attorneys that can help them. We are delivering Signed Potential New Clients for OUR clients. By doing so, we are growing the business for each and every one of us!
If YOU sound confident, knowledgeable, and professional whilst completing a retainer, the CALLER will feel comfortable, interested, and secure with the firm.
Be Successful - Secure The Signature
We should be building rapport with the caller throughout the call with our tone, word choice and legendary empathy. Doing this significantly increases our chances of getting the signature without issue.
What to Expect
All LIP Retainer Accounts can be identified by the green bubble on the left side of the screen. This does not guarantee that every intake will lead to a Retainer but it prepares you just in case. The call flows that lead to a retainer are based on firm preference and the information you input. Once we see this identifier, we should pull up our Retainer - Always Answers in preparation.
What To Expect
This question will be your indicator that you are going to send a retainer. The retainer can be sent through text or email. The wording for ‘client signature’ is intentional; the injured party must be the one to sign the retainer agreement. For example: The caller is calling on behalf of his adult daughter who was in an auto accident. He was not in the vehicle with her. We must make it clear to the caller that the documentation will need to be signed by his daughter.
Who Can Sign
The following situations are the only cases we can have someone sign on behalf of the client:
TIP: Ask the caller probing questions. If you are in doubt, post in the Alert and LIP VR Support channel for assistance.
Verification Process
After the caller informs you that they would like the retainer to be sent through email or text, we will have to verify the information. In this image, we can see that the number and email address fields have verification badges. In addition to those fields, we must verify the name of the injured party. Some retainers will automatically include the name once you send it. Even if you verified the information earlier in the flow, you must verify the fields again.
Preview Resource
Once the name, email and/or phone number are verified, we may send the retainer. There will be a link to view the retainer template. This will allow you to see the fields the injured party will need to complete. Additionally, you can see how long the retainer agreement is. If there are any issues with the link, they are also located in Helpjuice. Reminders: We are NOT to walk the caller through the retainer word for word. We are NOT to advise the callers on any decisions they make. We are NOT to read the contents of the retainer to the caller.
This paragraph is ready to be filled with incredible creativity, experiences, and stories.
Sending The Retainer
Once the retainer is sent, we must confirm if the caller received the document. Naturally, allow some time for them to receive the document in their email inbox. If it does not appear, ask the caller to check their Spam or Junk mail. If the caller still has yet to receive it, verify the spelling of their email address phonetically. If you find that the email address was incorrect and sent to the wrong email, we may select the back button and re-enter the correct information to send a new retainer. If you have to send a new retainer, you must complete the LIP CS form to ensure the previous retainer is cancelled. If the caller did receive the document, we will have specific instructions to provide to the caller so they may complete the retainer agreement correctly.
This paragraph is ready to be filled with incredible creativity, experiences, and stories.
Retainer Instructions
We encourage you to amend the wording of the instructions as needed to best suit your call. However, we must relay each instruction before moving forward. For example: If we have used our Retainer Always Answers and your caller is unable to sign the retainer at the time of the call, we will still provide all the instructions so they may complete it on their own time. When it comes to securing the signature, we are not concerned with dead air. After providing the instructions, allow the caller as much time as necessary to review the document and sign. Be sure to check in with the caller in case they have any questions or require additional assistance.
Caller Does Not Want To Sign
If the caller is initially hesitant to sign, do not immediately fold under the pressure. Always attempt to gather their signature by informing them, “We will need this documentation to move forward with your potential case.” If they still do not sign, there should be a question in the flow asking why we were unable to obtain their signature. If there is no question asking for the reason, make sure to notate the reason in the Comments. For example: Mr. Doe was at work at the time of the call. He confirmed receipt and will complete the retainer when he is able. Dr. Greene has vision problems that prevent her from being able to read the retainer. She plans to review it with her husband when he gets home. Mr. Davis would like to speak to an attorney about a specific clause in the retainer agreement.
Caller Does Not Want To Sign
If the caller is initially hesitant to sign, do not immediately fold under the pressure. Always attempt to gather their signature by informing them, “We will need this documentation to move forward with your potential case.” If they still do not sign, there should be a question in the flow asking why we were unable to obtain their signature. If there is no question asking for the reason, make sure to notate the reason in the Comments. For example: Mr. Doe was at work at the time of the call. He confirmed receipt and will complete the retainer when he is able. Dr. Greene has vision problems that prevent her from being able to read the retainer. She plans to review it with her husband when he gets home. Mr. Davis would like to speak to an attorney about a specific clause in the retainer agreement.
Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod.
Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod.
Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod.