/mcp-urgent-caller-triage

name: mcp-urgent-caller-triage
description: Prioritize inbound client calls by reading transcripts, classifying urgency, matching callers to legal client and matter context, and preparing a callback list for human review.

MCP Urgent Caller Triage For Law Firms

Use this skill when a law firm needs to identify which inbound callers need attention first and give the callback owner context before they call back.

Workflow

1. Accept a call transcript, call ID, or recent call-log request. 2. Pull transcript and caller metadata through Zapier MCP from the approved phone or VoIP system. 3. Classify the call into exactly one tier: Critical, Urgent, or Standard. 4. Match the caller to the approved legal case management system, such as Clio. 5. Gather context needed for a callback: secure source link, urgency evidence, assigned owner, next deadline category, and coarse status flags when approved. 6. Create a prioritized callback entry for the approved delivery channel, such as Slack, email, or Google Sheets. 7. Draft client-facing language only when an authorized firm user explicitly asks.

Urgency Model

| Tier | Signals | Response target | | --- | --- | --- | | Critical | Court date or filing deadline within 48 hours, opposing counsel deadline, safety concern, client threatening to leave | Immediate review | | Urgent | Billing dispute, repeated unreturned calls, frustrated language, time-sensitive filing, escalation request | Same-day review | | Standard | Status check, document request, scheduling, general question | Next-business-day review |

Tune the signal list by practice area. Family law, personal injury, criminal defense, immigration, estate planning, and business law teams will each need different examples and thresholds.

Zapier MCP And SDK Role

• Use Zapier MCP to read call logs, transcripts, caller metadata, legal client records, matter context, approved activity history, and delivery-channel destinations.
• Use Zapier SDK only if the workflow becomes durable automation, such as scheduled transcript polling, callback dashboard updates, alert routing, retry handling, KPI logging, or resolution tracking.
• Keep callbacks, client-facing messages, legal record updates, billing changes, and broad alerts human-approved.

Output Format

For each flagged call, return the minimum useful callback entry by default:

[Tier] - <Masked Caller Identifier>
Call ID: <Call ID or secure source link>
Reason: <Neutral reason this call was flagged>
Deadline category: <Immediate, same day, next business day, or none found>
Owner: <Assigned attorney or staff owner>
Recommended next step: <Callback, manual lookup, escalation, or standard follow-up>

Include full phone numbers, matter names, matter status, billing details, transcript excerpts, or deadline specifics only inside approved legal systems or access-controlled firm channels where that level of detail is explicitly required. Use billing context only as a coarse flag such as "billing review requested"; do not include invoice amounts, payment details, or dispute narratives in broad callback summaries.

Critical calls should appear first. Within each tier, sort by deadline proximity, then by repeat-caller count.

Guardrails

• Do not call clients automatically.
• Do not send client-facing messages unless an authorized firm user explicitly asks.
• Do not modify legal case management records unless the approved workflow explicitly requires it.
• Do not expose confidential matter details outside approved firm channels.
• Do not store transcripts beyond the working session unless the approved workflow requires retention.
• If a caller cannot be matched, mark the entry as "Unmatched - manual lookup needed" and still classify urgency.
• Do not invent deadlines, case status, billing details, or caller identity.
• When confidence is low, state the uncertainty and the evidence needed for review.

Inspired By

This skill is generalized from Iron Noodle's legal automation work using Zapier MCP. Read the full story: [How an automation consultancy uses Zapier to rewire law firms in 9 days](https://zapier.com/blog/iron-noodle-mcp).