Direct Call Transfers

Law offices can now transfer calls directly from the Cogent CRM mobile app to any staff member, even if that staff member does not have a personal phone number listed. This ensures client calls are routed to the correct attorney or assistant seamlessly without needing to share private cell numbers.

1. Make an outbound or inbound call from the mobile app.
2. Tap the transfer call icon in the top right corner of the active call screen.
3. Select the Staff Members tab and choose the person you wish to transfer to.
4. Select Call and Hold for a warm transfer (to speak to the staff member first) or Transfer and End for a blind transfer.

Note: Transfers will ring all of the staff member's configured devices, including the web app, mobile app, and desk phone, simultaneously.

AI Agent Working Hours

You can now control exactly when your AI agents are active by setting specific working hours. This is vital for law firms to ensure AI responses align with office hours and that after-hours inquiries are handled with appropriate auto-replies rather than unexpected real-time interactions.

1. Navigate to the agent settings to set specific days and hours for the AI to respond.
2. Choose which channels (such as SMS, Email, or WhatsApp) should follow these hours.
3. Select whether the schedule follows the Contact's timezone or your Business timezone.
4. Configure an Off-Hours Auto-Reply to acknowledge messages received outside of business hours.
5. Enable Automated Tagging to identify and filter contacts who reach out after hours.

Tip: You can set up the system to automatically send a follow-up message when your office reopens if the customer has not yet received a response.

AI Image Analysis

Cogent CRM now allows you to analyze images directly within a workflow using AI. For law firms, this means you can automate the extraction of text from receipts, invoices, or scanned documents, saving significant manual data entry time.

1. Go to Automation > Workflows.
2. Add the AI Analyze Image action to your workflow.
3. Select your preferred AI model.
4. Enter the image URL (ensure the link is a direct, public link to the file).
5. Write a specific analysis prompt telling the AI exactly what information to extract.
6. Set the detail level (Auto, High, or Low) and save the action.

Note: This is a premium action and each execution may incur an additional charge.

Improved Missed Call Follow-ups

To ensure no potential client is lost, Cogent CRM has improved how missed call text-backs are sent. If the number a client calls cannot send SMS, the system will automatically select an eligible number to ensure your follow-up message actually reaches them.

The system follows this logic to select a sender number:

1. It first attempts to use the original number the client called.
2. If that number cannot send SMS, it looks for a number you have successfully messaged that contact from before.
3. If no previous number is available, it uses your default outbound number.
4. Finally, it selects any other eligible messaging number available in your account.

This automation helps keep your firm's response rate high and ensures you stay compliant with messaging requirements.

Payment Method Management

Managing office expenses is easier now that you can delete saved payment methods directly from your sub-account. This allows you to remove expired or outdated cards, keeping your billing dashboard organized and secure.

1. Navigate to your sub-account settings.
2. Locate the saved payment method you wish to remove.
3. Select the option to delete or remove the card.

How-to: Create dashboard metrics from custom fields

You can now turn your custom data into visual dashboard metrics. For law firms, this means you can track specific values like "Case Value," "Settlement Amount," or "Total Billable Hours" directly on your main dashboard widgets.

1. Create the necessary custom fields to store your specific data points.
2. Use these fields within dashboard widgets or custom reports to aggregate totals and averages.

By using custom metrics, you can provide clients with clear, data-driven reports on the value your firm is creating.

How-to: Automate outbound calls in workflows

Cogent CRM now includes a single-step action to trigger outbound Voice AI calls directly from a workflow. This allows your firm to automate immediate follow-up calls to new leads the moment they submit an inquiry, significantly increasing your speed to lead.

1. Open the Workflow Builder.
2. Add the outbound Voice AI action to your workflow sequence.
3. Agree to the necessary terms of service.
4. Save and activate the workflow to begin automated calling.