How to Send Retainer Agreements During Intake Calls

Heather Perry Updated by Heather Perry

Smith.ai can now send retainer agreements to your callers while they're still on the phone — so the agreement lands in their inbox the moment intake wraps up, before they search for another firm or lose momentum. This article walks you through how to get set up, how the call flow works, and what to expect.

Please note: Retainer agreements are available at no additional cost on all paid plans.

Overview

For contingency-fee practices — personal injury, MVA, disability, and similar case types — a qualified caller is a lead your firm paid for. A retainer agreement secures that relationship immediately, giving your team the time and space to properly evaluate the case before deciding how to proceed. It's not a step that happens after intake — it's a critical part of it. Smith.ai handles sending the retainer during the intake call. 

This works across both plan types:

  • Virtual Receptionist (VR): Your live, North America-based receptionist follows your intake and qualification instructions to send the retainer automatically. Structured intake data maps cleanly into your e-sign platform.
  • AI Receptionist (AIR): Your AI Receptionist is configured to recognize the same triggers and send the retainer automatically, tailored to your firm's intake flow.

You can also set up multiple retainer templates — for example, a separate template for MVA cases and another for SSDI/SSI — and the right one will be sent automatically based on case details captured during the call.

Before You Begin

To get started, you'll need:

  1. An active e-sign platform account with your retainer template(s) already created.
  2. An active Smith.ai paid plan. This feature is not available on the Free plan.
  3. A decision on your send logic. Your firm will need to define what qualifies a caller to receive a retainer, which retainer template applies for their case, which intake fields get passed to your e-sign platform, whether an appointment is required before or after sending, and whether callers should be transferred to someone in your firm if an appointment is not scheduled.

Once you have the above ready, reach out to support@smith.ai to begin setup.

Compatible E-sign Platforms

Smith.ai connects to your e-sign platform to send retainer agreements. We support integration with a wide range of platforms, including DocuSign, SignNow, Vine Sign, and Law Ruler, as well as any platform with an open API or a Zapier integration.

If you use a platform not listed above, contact us and we'll confirm whether it can be supported.

Configure Retainer Templates

Once your e-sign platform is connected, your Smith.ai team will work with you to configure your retainer template(s) and send logic.

  1. Share your retainer template(s). If your firm handles more than one case type, let your support team know which template applies to which intake path.
  2. Define your send logic. Tell us the conditions under which the retainer should be sent — for example, after an appointment has been booked. This becomes part of your custom receptionist instructions.
  3. Provide your preferred caller-facing language. You'll confirm the script your receptionist will say to the caller when sending the agreement. 
    Example: "Please keep an eye out for an agreement that will be sent to your email. Complete it as soon as possible and fill out every field. Submitting it promptly will help our team get started on your case."
  4. Review and approve your setup. Your support team will test the full workflow with you before these instructions are applied to real calls.

Optional: You can have Smith.ai send a follow-up text message to the caller reminding them to check their email for the retainer agreement.

How the Call Flow Works & What Happens After the Call

Here's what a typical call looks like once retainer sending is enabled:

  1. Caller reaches your Smith.ai receptionist and the intake conversation begins as usual — qualifying questions, case details, and any other intake steps you've configured.
  2. The caller meets your qualifying criteria. Based on your custom instructions, the receptionist is prompted that the caller is qualified and to send a retainer.
  3. The receptionist notifies the caller. The receptionist lets the caller know to expect an agreement in their email.
  4. The retainer is sent. The caller's email address, captured during intake, is used to trigger sending the agreement automatically through your connected e-sign platform. The email arrives from your e-sign platform — not from Smith.ai.
  5. The call ends. Your call summary will mention that a retainer was sent to this caller.
  6. You follow up from your e-sign platform. Most e-sign platforms will notify you the moment a retainer is signed. We recommend that you check the status from your e-sign platform and follow up with callers who haven't completed it.

FAQs

What e-sign platforms are supported?

We support DocuSign, SignNow, Vine Sign, and Law Ruler, as well as any platform with a Zapier integration or open API. If you use a platform not listed here, email us at support@smith.ai and we'll confirm whether it can be supported.

Does this cost extra?

No. We will send retainers at no additional cost on all paid plans.

Can I use more than one retainer template?

Yes. Your account can be configured with multiple templates — for example, one for MVA cases and another for SSDI/SSI — and the correct one will be sent automatically based on case details captured during the call.

Do I need to have scheduling enabled?

No. Retainers are completely independent of your scheduling workflow, if you have one. Booking an appointment has no effect on whether a retainer is triggered — unless you tell us that’s one of your requirements.

Who is the sender on the retainer email?

The email comes from your e-sign platform (DocuSign, SignNow, etc.) — not from Smith.ai. You can configure the exact sender email within that platform.

What if the caller has questions about the retainer document?

Receptionists don't have access to the document, so document-specific questions can't be answered on the call. If a caller asks about the content, implications, or anything related to the nature of the retainer, the question is noted in the call summary, so your firm can directly address it with the caller.

Questions? Contact us!

If you're already a Smith.ai client and need help, please email us at support@smith.ai or call us at (650) 727-6484 for assistance.

If you're not yet a Smith.ai client, please schedule a free consultation to get started, or email us at sales@smith.ai. We'll help you select the best plan to match your business's growth goals and budget.

How did we do?

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