{"id":2017,"date":"2026-11-03T08:00:00","date_gmt":"2026-11-03T16:00:00","guid":{"rendered":"https:\/\/telewizard.ai\/blog\/?p=2017"},"modified":"2026-10-15T13:20:13","modified_gmt":"2026-10-15T20:20:13","slug":"debt-relief-client-intake-checklist","status":"publish","type":"post","link":"https:\/\/telewizard.ai\/blog\/en\/2026\/11\/03\/debt-relief-client-intake-checklist\/","title":{"rendered":"Debt Relief Client Intake Checklist: First-Call Questions"},"content":{"rendered":"<style>\n  .tw-wave3{--navy:#17233f;--purple:#6031d4;--teal:#087f87;--gold:#e5a92e;--ink:#29334a;--muted:#5d687b;--line:#dde3ee;--soft:#f5f2ff;--pale:#edf9f9;--warm:#fff7e7;color:var(--ink);font-family:Arial,Helvetica,sans-serif;font-size:17px;line-height:1.72;max-width:1120px;margin:0 auto;overflow-wrap:anywhere}.tw-wave3 *{box-sizing:border-box}.tw-wave3 a{color:#4e23b7;text-underline-offset:3px}.tw-wave3 h2,.tw-wave3 h3{color:var(--navy);line-height:1.24;scroll-margin-top:1rem}.tw-wave3 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#d8cff7;border-radius:18px;background:linear-gradient(135deg,#eee9ff,#faf8ff);padding:1.25rem;margin:1.65rem 0;text-align:center}.tw-wave3 .cta.teal{background:linear-gradient(135deg,#e8f8f8,#f8ffff);border-color:#b9e0e2}.tw-wave3 .cta.gold{background:linear-gradient(135deg,#fff2ce,#fffaf0);border-color:#efd087}.tw-wave3 .cta.teal .button{background:var(--teal)}.tw-wave3 .cta.gold .button{background:var(--navy)}.tw-wave3 .faq{background:#fff;border:1px solid var(--line);border-radius:13px;padding:1rem;margin:.75rem 0}.tw-wave3 .sources{font-size:.94rem;color:var(--muted)}@media(max-width:820px){.tw-wave3 .grid{grid-template-columns:1fr}.tw-wave3 .toc ol{columns:1}}@media(max-width:560px){.tw-wave3{font-size:16px}.tw-wave3 .hero,.tw-wave3 .toc,.tw-wave3 .cta{border-radius:13px}.tw-wave3 .button{display:block;width:100%;text-align:center;white-space:normal}.tw-wave3 th,.tw-wave3 td{padding:.65rem}}\n<\/style>\n<style>.tw-recovery-intro{font-size:1.1em;line-height:1.7}.tw-recovery-note{padding:16px 20px;border-left:4px solid #6024b9;background:#f6f2ff;margin:20px 0}.tw-recovery-toc{border:1px solid #dce2ec;border-radius:12px;padding:18px 24px;margin:24px 0}.tw-recovery-toc ul{margin:0;padding-left:20px;columns:2}.tw-recovery-next{border-top:1px solid #dce2ec;padding:22px 0;margin-top:28px}@media(max-width:640px){.tw-recovery-toc ul{columns:1}}<\/style>\n<div class=\"tw-wave3\">\n<p class=\"tw-recovery-intro\">Use this debt relief client intake checklist to prepare a clear first-call handoff for attorney review. It asks for contact preferences, the caller\u2019s stated concern, and the minimum facts needed for the firm\u2019s next step. It does not choose a remedy, evaluate eligibility, or tell the caller what to do about a debt.<\/p>\n<p class=\"tw-recovery-note\">Adapt and approve the checklist for the firm\u2019s services and jurisdictions. Replace bracketed wording and remove questions that are unnecessary before attorney review.<\/p>\n<nav aria-label=\"In this guide\" class=\"tw-recovery-toc\">\n<ul>\n<li><a href=\"#checklist\">Attorney-Review Debt Relief Client Intake Checklist<\/a><\/li>\n<li><a href=\"#questions\">Use Neutral Questions That Preserve the Caller\u2019s Account<\/a><\/li>\n<li><a href=\"#minimize\">Apply Data Minimization Before Conflict and Attorney Review<\/a><\/li>\n<li><a href=\"#routing\">Use a Neutral Routing Tree<\/a><\/li>\n<li><a href=\"#documents\">Treat Documents and Dates as Caller-Provided Evidence Labels<\/a><\/li>\n<li><a href=\"#handoff\">Create a Structured Attorney Handoff<\/a><\/li>\n<li><a href=\"#examples\">Compare Complete and Incomplete Records<\/a><\/li>\n<li><a href=\"#testing\">Test and Govern the Checklist<\/a><\/li>\n<\/ul>\n<\/nav>\n<h2 id=\"checklist\">Attorney-Review Debt Relief Client Intake Checklist<\/h2>\n<p>Use the boxes as an approval and completeness tool. A field may be \u201cnot asked,\u201d \u201cunknown,\u201d \u201ccaller unsure,\u201d \u201crefused,\u201d or \u201cnot applicable.\u201d Do not guess to make the record appear complete.<\/p>\n<ul aria-label=\"Debt relief client intake checklist\" class=\"checklist\">\n<li><strong>Role and no-advice boundary approved.<\/strong> The caller hears what the receptionist can do and that no representation or legal result is promised.<\/li>\n<li><strong>Caller identity and relationship.<\/strong> Record the caller\u2019s name, whether they are calling about their own situation, and any approved third-party relationship label.<\/li>\n<li><strong>Safe contact preferences.<\/strong> Capture phone, email, permission to leave voicemail, text preference where reviewed, best time, language, and any safety restriction.<\/li>\n<li><strong>Location as stated.<\/strong> Record the caller\u2019s state and any other location field the firm has approved; do not decide jurisdiction or venue.<\/li>\n<li><strong>Broad purpose in the caller\u2019s words.<\/strong> Preserve a concise statement of what the person wants to discuss without recasting it as a remedy or claim.<\/li>\n<li><strong>Debt categories only.<\/strong> Ask reviewed high-level categories such as credit card, medical, personal loan, tax, student, secured, judgment, or business-related. Avoid detailed balances unless necessary now.<\/li>\n<li><strong>Creditor or collector activity as stated.<\/strong> Record whether the caller mentions calls, letters, collection, lawsuit, judgment, garnishment, levy, foreclosure, repossession, or another event. Do not interpret legal effect.<\/li>\n<li><strong>Existing proceeding or representation.<\/strong> Record whether the caller says there is an active case, prior filing, current lawyer, hearing, or notice. Route without advising.<\/li>\n<li><strong>Caller-stated dates and source labels.<\/strong> Capture exact dates printed on a notice or stated by the caller, mark approximate dates, and identify the source. Do not calculate deadlines.<\/li>\n<li><strong>Opposing-party names for the reviewed conflict process.<\/strong> Collect only the approved names and do not announce that a conflict is cleared.<\/li>\n<li><strong>Document categories and safe transfer.<\/strong> Record what the caller says they have; request files only through an approved process and never request passwords or account credentials.<\/li>\n<li><strong>Consultation logistics.<\/strong> Capture availability, format, accessibility, interpreter or language needs, and approved fee information without promising acceptance.<\/li>\n<li><strong>Verified action.<\/strong> Record booking acknowledgment, transfer result, assigned task, or fallback queue and tell the caller the actual next step.<\/li>\n<li><strong>Lawyer review flag.<\/strong> Make unresolved dates, proceedings, safety concerns, unusual facts, legal-advice requests, and missing required fields visible to the responsible reviewer.<\/li>\n<\/ul>\n<h2 id=\"questions\">Use Neutral Questions That Preserve the Caller\u2019s Account<\/h2>\n<div aria-label=\"Neutral debt relief intake questions\" class=\"table-wrap\" role=\"region\" tabindex=\"0\">\n<table>\n<caption>Question wording and reserved decisions<\/caption>\n<thead>\n<tr>\n<th>Administrative purpose<\/th>\n<th>Neutral first-contact question<\/th>\n<th>Do not ask or conclude<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Understand the request<\/td>\n<td>\u201cIn your own words, what would you like to speak with the firm about?\u201d<\/td>\n<td>\u201cDo you need bankruptcy?\u201d or \u201cAre you eligible for settlement?\u201d<\/td>\n<\/tr>\n<tr>\n<td>Identify broad context<\/td>\n<td>\u201cIs this mainly personal, business-related, or are you unsure?\u201d<\/td>\n<td>Legal classification or entity-liability conclusion<\/td>\n<\/tr>\n<tr>\n<td>Record broad categories<\/td>\n<td>\u201cWhat types of debts or creditor issues would you like the lawyer to know about?\u201d<\/td>\n<td>Which debts are dischargeable, negotiable, secured, priority, or collectible<\/td>\n<\/tr>\n<tr>\n<td>Capture activity<\/td>\n<td>\u201cHave you received calls, letters, a lawsuit, a judgment, a garnishment notice, or another document? Please describe only what it says at a high level.\u201d<\/td>\n<td>Whether the action is valid, stayed, time-barred, or subject to a defense<\/td>\n<\/tr>\n<tr>\n<td>Capture dates<\/td>\n<td>\u201cWhat exact date appears on the document, and what is the document called?\u201d<\/td>\n<td>What deadline applies or what the person must do<\/td>\n<\/tr>\n<tr>\n<td>Identify prior process<\/td>\n<td>\u201cHave you previously filed a bankruptcy case or worked with a lawyer about this situation? If yes, what general details would you like the firm to know?\u201d<\/td>\n<td>Effect of prior filing, discharge, dismissal, or representation<\/td>\n<\/tr>\n<tr>\n<td>Book or route<\/td>\n<td>\u201cI can check the approved consultation options or place this in the firm\u2019s review queue. Which would you prefer?\u201d<\/td>\n<td>That the firm will accept, stop collection, obtain a result, or respond by a guaranteed time<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<h2 id=\"minimize\">Apply Data Minimization Before Conflict and Attorney Review<\/h2>\n<p>ABA Model Rule 1.18 addresses duties to prospective clients. Its Comment [4] advises limiting an initial consultation to information reasonably necessary for deciding whether to undertake a matter. The firm must apply controlling jurisdiction-specific authority, but the operational lesson is clear: \u201ccollect everything just in case\u201d is not a safe default.<\/p>\n<p>At first contact, avoid full Social Security numbers, full account or card numbers, login credentials, bank routing data, security questions, tax documents, complete credit reports, or a detailed financial history unless the firm has specifically determined that the field is necessary, lawful, secure, and appropriate at that stage. Usually, broad categories and document labels are enough to route a consultation.<\/p>\n<p>Separate fields needed for preliminary conflict review from facts needed later for legal analysis. Apply access, retention, correction, deletion, authentication, and safe-transfer controls. If a caller starts sharing unnecessary highly sensitive information, use approved language to redirect to the minimum required and offer a secure lawyer-review path where appropriate.<\/p>\n<h2 id=\"routing\">Use a Neutral Routing Tree<\/h2>\n<div aria-label=\"Debt relief neutral routing tree\" class=\"table-wrap\" role=\"region\" tabindex=\"0\">\n<table>\n<caption>Routing states\u2014not legal conclusions<\/caption>\n<thead>\n<tr>\n<th>Observed state<\/th>\n<th>Permitted administrative response<\/th>\n<th>Reserved for lawyer<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Immediate U.S. police, fire, or ambulance emergency<\/td>\n<td>Direct the caller to 911 under approved language; do not continue a long intake first<\/td>\n<td>Any legal follow-up after immediate safety response<\/td>\n<\/tr>\n<tr>\n<td>Caller states a hearing, lawsuit response, sale, repossession, garnishment, or other date<\/td>\n<td>Record the exact date and source; use the firm\u2019s reviewed urgent queue<\/td>\n<td>Deadline, legal effect, priority, advice, or remedy<\/td>\n<\/tr>\n<tr>\n<td>Caller asks which debt solution to choose<\/td>\n<td>State the no-advice boundary and offer approved consultation or review<\/td>\n<td>Comparison or recommendation of bankruptcy, settlement, counseling, negotiation, or another option<\/td>\n<\/tr>\n<tr>\n<td>Broad category within reviewed firm scope<\/td>\n<td>Continue minimum fields and offer the permitted next action<\/td>\n<td>Eligibility, merit, legal fit, case acceptance, or likely outcome<\/td>\n<\/tr>\n<tr>\n<td>Outside administrative scope or ambiguous<\/td>\n<td>Preserve the caller\u2019s description; route to staff review or approved referral\/decline process<\/td>\n<td>Legal characterization and advice<\/td>\n<\/tr>\n<tr>\n<td>Conflict name or existing representation appears<\/td>\n<td>Collect only approved information and pause or route under firm policy<\/td>\n<td>Conflict determination, waiver, termination, or contact with represented person<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<h2 id=\"documents\">Treat Documents and Dates as Caller-Provided Evidence Labels<\/h2>\n<p>Ask what the document is called, the date printed on it, the sender identified on it, and whether the caller can provide it through the firm\u2019s approved secure method. Do not tell the caller what the document means, whether it is valid, or what action is required.<\/p>\n<p>Store exact, approximate, illegible, unknown, and caller-unsure as distinct states. A generated summary should say \u201ccaller stated the notice is dated November 1\u201d rather than \u201cdeadline is November 1.\u201d If optical extraction or summarization is used later, keep the original file available and require authorized human verification.<\/p>\n<p>Document handling should have limits on type, size, malware scanning, access, retention, and notification. Email or messaging receipt is not proof that a lawyer reviewed a file. The workflow should state the actual review expectation approved by the firm.<\/p>\n<h2 id=\"handoff\">Create a Structured Attorney Handoff<\/h2>\n<div aria-label=\"Debt relief attorney handoff field map\" class=\"table-wrap\" role=\"region\" tabindex=\"0\">\n<table>\n<caption>Minimum review-ready record<\/caption>\n<thead>\n<tr>\n<th>Group<\/th>\n<th>Fields<\/th>\n<th>Status values<\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td>Contact<\/td>\n<td>Name, relationship, safe phone\/email, channel permissions, preferred language<\/td>\n<td>Verified as stated \/ refused \/ unsafe \/ unknown<\/td>\n<\/tr>\n<tr>\n<td>Request<\/td>\n<td>Caller\u2019s concise purpose, personal\/business\/unsure, broad debt categories<\/td>\n<td>Complete \/ partial \/ ambiguous<\/td>\n<\/tr>\n<tr>\n<td>Parties<\/td>\n<td>Approved creditor, collector, co-debtor, spouse, employer, or opposing-party names<\/td>\n<td>Collected for review \/ not asked \/ refused<\/td>\n<\/tr>\n<tr>\n<td>Activity and dates<\/td>\n<td>Caller-described calls, letters, case, judgment, garnishment, foreclosure, repossession; dates and source labels<\/td>\n<td>Exact \/ approximate \/ unknown \/ urgent-review flag<\/td>\n<\/tr>\n<tr>\n<td>Documents<\/td>\n<td>Category, sender, printed date, secure-transfer state<\/td>\n<td>Available \/ requested \/ received \/ not reviewed<\/td>\n<\/tr>\n<tr>\n<td>Action<\/td>\n<td>Booking, transfer, task, fallback, owner, caller expectation<\/td>\n<td>Acknowledged \/ connected \/ assigned \/ failed \/ queued<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<h2 id=\"examples\">Compare Complete and Incomplete Records<\/h2>\n<h3>Complete administrative handoff<\/h3>\n<p>\u201cCaller is seeking a consultation about personal credit-card and medical debt in Illinois. Safe phone and email confirmed; voicemail permitted, text declined. Caller states a collector filed a lawsuit and supplied a document title and printed date of October 29; no deadline was calculated. Creditor and collector names collected for preliminary conflict review. Consultation booked for November 6 at 2:00 p.m. CT; calendar acknowledgment ID recorded. Caller was told that booking does not mean the firm accepted the matter.\u201d<\/p>\n<h3>Incomplete but appropriately escalated<\/h3>\n<p>\u201cCaller described an employer withholding money but was unsure whether the document says garnishment. Caller gave a safe callback number but declined email and party names. Caller mentioned \u2018court next week\u2019 without an exact date. No approved slot was available. Record placed in the urgent-review queue assigned to Intake Lead. Missing: exact date, document label, parties, debt category. No advice, deadline, or response-time promise was given.\u201d<\/p>\n<p>An incomplete record can be high quality when it clearly shows what is unknown and who owns the next step. Do not penalize the receptionist for honoring a refusal or avoiding an unsupported conclusion.<\/p>\n<h2 id=\"testing\">Test and Govern the Checklist<\/h2>\n<p>Run scenarios for normal consultation requests, ambiguous debt categories, prior bankruptcy, active lawsuit language, garnishment, repossession, foreclosure, business debt, third-party caller, existing representation, conflict name, caller refusal, language change, accessibility request, legal-advice request, unsafe contact, failed booking, unavailable system, and immediate emergency.<\/p>\n<p>Review the resulting CRM record, calendar, task, message, and fallback\u2014not just the transcript. Verify that sensitive fields were not collected unnecessarily, dates retained their source labels, the caller heard accurate expectations, and every unresolved item has an owner.<\/p>\n<p>Version the approved checklist. Re-review it when laws, ethics guidance, firm scope, advertising, intake policy, services, jurisdictions, systems, channels, or staffing change. A deployed script that differs from the lawyer-approved version should fail the release gate.<\/p>\n<h2 id=\"faq\">Debt Relief Intake Checklist FAQs<\/h2>\n<div class=\"faq\">\n<h3>Can intake ask the caller how much debt they have?<\/h3>\n<p>Only if the firm\u2019s lawyer has determined that the amount is reasonably necessary at that stage and approved how it is collected and protected. Broad ranges or categories may be enough for routing; do not collect detail merely because it might be useful later.<\/p>\n<\/div>\n<div class=\"faq\">\n<h3>Can the receptionist recommend bankruptcy or settlement?<\/h3>\n<p>No. The receptionist may explain the approved administrative next step and book or route. A lawyer or other appropriately qualified professional must provide advice within the applicable scope.<\/p>\n<\/div>\n<div class=\"faq\">\n<h3>Should intake tell a caller to stop paying creditors?<\/h3>\n<p>No. That is advice with potentially serious consequences. The intake role should remain neutral and direct the person to attorney review.<\/p>\n<\/div>\n<div class=\"tw-recovery-next\">\n<p>Use the approved checklist when scoping a TeleWizard debt-relief intake workflow. <a href=\"https:\/\/telewizard.ai\/en\/solutions\/ai-legal-virtual-receptionist-for-law-firms\">Review the TeleWizard options<\/a>.<\/p>\n<\/div>\n<h2 id=\"sources\">Official Sources<\/h2>\n<div class=\"sources\">\n<p><strong>Consumer and regulatory context:<\/strong> <a href=\"https:\/\/www.ftc.gov\/business-guidance\/resources\/debt-relief-services-telemarketing-sales-rule-guide-business\">FTC: Debt Relief Services &amp; the Telemarketing Sales Rule\u2014A Guide for Business<\/a> and <a href=\"https:\/\/www.consumerfinance.gov\/ask-cfpb\/what-is-a-debt-relief-program-and-how-do-i-know-if-i-should-use-one-en-1457\/\">CFPB: What is a debt relief program?<\/a>.<\/p>\n<p><strong>Bankruptcy information:<\/strong> <a href=\"https:\/\/www.uscourts.gov\/court-programs\/bankruptcy\/bankruptcy-basics\">U.S. Courts Bankruptcy Basics<\/a>, which provides general information and is not a filing guide.<\/p>\n<p><strong>Prospective-client safeguards:<\/strong> <a href=\"https:\/\/www.americanbar.org\/groups\/professional_responsibility\/publications\/model_rules_of_professional_conduct\/rule_1_18_duties_of_prospective_client\/\">ABA Model Rule 1.18<\/a> and the <a href=\"https:\/\/www.americanbar.org\/groups\/professional_responsibility\/publications\/model_rules_of_professional_conduct\/rule_1_18_duties_of_prospective_client\/comment_on_rule_1_18_duties_of_prospective_client\/\">official comments, including Comment [4]<\/a>. Model rules are not controlling law everywhere.<\/p>\n<p><strong>TeleWizard and related guides:<\/strong> <a href=\"https:\/\/telewizard.ai\/en\/solutions\/ai-legal-virtual-receptionist-for-law-firms\">official law-firm solution<\/a>, <a href=\"https:\/\/telewizard.ai\/blog\/en\/2026\/03\/06\/how-us-bankruptcy-law-firms-reduce-missed-calls-and-book-more-consultations-with-an-ai-receptionist\/\">bankruptcy law firm intake guide<\/a>, and <a href=\"https:\/\/telewizard.ai\/blog\/en\/2025\/10\/06\/best-practices-for-ai-use-in-law-firms-confidentiality-and-attorney-client-privilege-in-the-practice-of-law-with-generative-artificial-intelligence\/\">AI intake safeguards guide<\/a>.<\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Copy a neutral debt-relief intake checklist covering contact preferences, caller-reported concerns, documents, routing, and an attorney handoff.<\/p>\n","protected":false},"author":6,"featured_media":2019,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1048,13],"tags":[577,685],"class_list":["post-2017","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-legal-receptionist-en","category-law-firms","tag-confidential-legal-communication","tag-legal-intake"],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.4 - aioseo.com -->\n\t<meta name=\"description\" content=\"Copy a neutral debt-relief intake checklist covering contact preferences, caller-reported concerns, documents, routing, and an attorney handoff.\" \/>\n\t<meta name=\"robots\" content=\"max-image-preview:large\" \/>\n\t<meta name=\"author\" content=\"TeleWizard Editorial Team\"\/>\n\t<link rel=\"canonical\" href=\"https:\/\/telewizard.ai\/blog\/en\/2026\/11\/03\/debt-relief-client-intake-checklist\/\" \/>\n\t\t<meta name=\"generator\" content=\"All in One SEO (AIOSEO) 5.0.4\" \/>\n\t\t<meta property=\"og:locale\" content=\"en_US\" \/>\n\t\t<meta property=\"og:site_name\" content=\"TeleWizard - AI Phone Agents &amp; 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