Guide
Intake software vs. managed intake: what is the difference?
Last updated October 16, 2026
Every new inquiry is a potential client. Both intake software and managed intake help a firm respond to them. The difference is who is responsible for the result.
The short answer: intake software gives your team tools to configure, run and maintain. Managed intake gives your firm an outcome: a partner sets it up, runs it around the clock, and keeps improving it, while your team focuses on the people who become clients. Choose software if you have someone whose job is to own it. Choose managed intake if you want the result without adding that job.
Side by side
| Intake software | Managed intake | |
|---|---|---|
| What you get | Tools and features | A working intake operation |
| Setup | Your team configures it | Built for you around your firm's rules |
| Day to day | Your team runs and monitors it | Run and monitored for you |
| Hours | Depends on how you staff and configure it | 24/7 response, with people handling what needs them |
| Improvements | When someone on your team has time | An ongoing part of the service |
When software is enough
If your firm has someone who enjoys owning systems, has time to configure and adjust them, and is measured on intake results, good software in their hands can work well.
When managed intake fits better
If you want intake to run around the clock, follow your rules every time and keep getting better, without making it another responsibility for you or your team, a managed approach gives you that outcome directly.
How Riley approaches it
24/7 client intake is often the first improvement Riley implements, because it starts working quickly. Riley builds it around the firm's own rules, connects it to the tools the firm already uses where they fit, and manages it from there, alongside the workflows, reporting and operational leadership that support the firm's broader goals.
Common questions
What is managed intake for a law firm?
Managed intake means a partner sets up, runs and improves your client intake for you, including 24/7 response, qualification, follow-up and scheduling, using rules your firm approves and handing people the matters that need them.
Can managed intake use the software we already have?
Usually, yes. Riley works with the tools a firm already uses where they fit, and recommends changes only where they support the firm's goals.
Is 24/7 intake run by AI?
AI handles the repeatable parts, such as answering, gathering details and scheduling, under rules the firm approves. Urgent and sensitive matters go to people, and the work is reviewed on an ongoing basis.
Is Riley Legal a law firm?
No. Riley Legal is an executive leadership and managed operations company that works for law firms, part of Plexus Commercial Group LLC. It does not provide legal services, and its systems never replace attorney judgment.
How does an engagement start?
With a 20-minute conversation with Philip Aguilar about your goals and whether Riley is a fit. Firms that go ahead begin with a $5,000 assessment, and implementation is priced from what the assessment finds.
Talk it through with Philip
A 20-minute conversation about your goals and how Riley would approach them. If it isn't the right fit, Philip will say so.
Let's talk about your firm