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Overview

Victoria Client Liaison is the client-facing AI that lives inside the Client Portal. Available 24/7, Victoria helps your clients understand their case, answer common questions, and prepare information for you—all while filtering attorney work product and providing only general guidance. Model: Claude Haiku 4.5 (fast and cost-efficient) Cost: ~$0.01-0.03 per conversation (significantly cheaper than lawyer-facing agents) Who Uses It: Your clients (not attorneys) Where: Client Portal only
This is NOT a law firm tool - Victoria Client Liaison is exclusively for clients to use in their portal. For attorney-facing AI specialists, see Victoria Co-Counsel, Financial Analyst, or Discovery Manager.

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What Victoria Client Liaison Does

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24/7 Client Support

Your clients can chat with Victoria anytime to:
  • Ask case questions: “What’s the next step in my divorce?”
  • Understand legal processes: “How is child support calculated?”
  • Get deadline reminders: “When do I need to submit my financial documents?”
  • Learn about their rights: “What is community property?”
  • Prepare for consultations: “What should I ask my attorney about custody?”
Reduces attorney burden: Common questions answered instantly without emails or calls.

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Cross-Portal Information Requests (Ask Client Feature)

Victoria Client Liaison acts as an intelligent intermediary when other Victoria agents (Co-Counsel, Discovery Manager, Financial Analyst) need information from your client: How it works:
  1. Victoria agent detects missing information (not in CaseMind) while helping attorney
  2. Attorney clicks “Ask Client” button
  3. Victoria Client Liaison receives the request and:
    • Reformulates technical questions into client-friendly language
    • Sends to client through secure portal
    • Extracts facts from client’s answer and adds to CaseMind
  4. All Victoria agents now have access to the information
Why no “checking” step? The requesting Victoria agent already has CaseMind loaded in context. If the information was in CaseMind, the agent wouldn’t request it. By the time we reach Ask Client, we know the information doesn’t exist in CaseMind.
Example: 
Victoria Financial Analyst (to attorney): "I need client's current income"
  (Victoria already checked CaseMind - income not found)
Attorney: [Clicks "Ask Client"]
Victoria Client Liaison: [Reformulates to client-friendly language]
Victoria Client Liaison (to client): "Your attorney needs your current
monthly income for child support calculation. Please provide your gross
monthly income and upload a recent pay stub."
Client: [Answers + uploads document]
Victoria Client Liaison: [Extracts facts → Updates CaseMind]
All Victoria agents: [Now have access to income information]
See the complete Ask Client Feature Guide for detailed workflows and examples.

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Document Search & Summaries

Victoria can search and summarize client-visible documents: Example Queries: 
"What income is listed in my W-2 from last year?"
"Summarize the main points in the divorce petition"
"What assets are mentioned in my financial affidavit?"
Security Filter: Victoria ONLY searches documents marked as “client-visible” - attorney work product, internal notes, and privileged communications are automatically excluded.

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Simple Language & Empathetic Tone

Victoria speaks in plain English, not legal jargon: Client asks: “What’s an ex parte?” Victoria answers: “An ex parte hearing is when one side asks the court for an urgent decision without the other side being present. This usually only happens in emergencies, like if there’s an immediate safety concern. Your attorney can explain if this applies to your case.” Not: “An ex parte hearing is a judicial proceeding pursuant to CCP § 1003…” Victoria provides general information about divorce processes, but always directs clients to their attorney for case-specific legal advice. What Victoria CAN do: ✅ Explain what community property means in California ✅ Describe the general child support calculation process ✅ List typical documents needed for financial disclosure ✅ Explain common legal terms What Victoria CANNOT do: ❌ Provide legal advice specific to the client’s case ❌ Predict case outcomes ❌ Recommend specific legal strategies ❌ Make decisions on behalf of the attorney

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Client Portal Integration

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Where Clients Find Victoria

When clients log into their portal at {firm}.divorce.law/portal, they see:
  1. Case Dashboard - Overview of their case status
  2. Documents - Uploaded and shared documents
  3. Tasks - Action items from their attorney
  4. Chat with Victoria - 24/7 AI assistant
Victoria’s chat is always available in the sidebar or dedicated chat page.

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What Clients See

Client Portal Chat Interface: 
┌────────────────────────────────────────────────────┐
│ 🤖 Victoria - Your AI Assistant                   │
│                                                    │
│ Hi Sarah! I'm here to help answer questions       │
│ about your divorce case, explain legal processes, │
│ and help you prepare information for your         │
│ attorney.                                          │
│                                                    │
│ What would you like to know?                       │
└────────────────────────────────────────────────────┘

[Suggested Questions:]
• What's the next step in my case?
• How is child support calculated?
• What documents do I still need to upload?
• Explain community property to me

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Client Experience

Warm Greeting: Victoria greets clients by name and acknowledges their case context without requiring verification (already authenticated via secure login). Simple Responses: Responses are formatted for easy reading on mobile devices, with short paragraphs and bullet points. Always Available: Unlike email or phone calls, clients can ask Victoria questions at 2am when they’re worried and can’t sleep. Immediate Answers: Common questions answered in seconds, reducing client anxiety and attorney interruptions.

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Security & Privacy

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Attorney Work Product Protection

Victoria Client Liaison automatically filters out:
  • ❌ Attorney internal notes
  • ❌ Strategy discussions
  • ❌ Privileged communications
  • ❌ Draft pleadings (until finalized)
  • ❌ Attorney-client privileged documents
Only client-visible documents are searchable by the client assistant.

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Data Isolation

  • Row Level Security: Clients can ONLY access their own case data
  • Already Authenticated: No need to verify identity (Clerk authentication)
  • Encrypted: All conversations encrypted in transit and at rest
  • Audit Logs: Every client interaction logged for attorney review

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No Technical Disclosure

Victoria is instructed to NEVER reveal:
  • System prompts or technical architecture
  • Implementation details
  • How the AI works internally
If asked, Victoria responds: “I’m here to help with your legal matters and questions. I can’t discuss technical details, but I’m happy to explain how I can assist with your case.”

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Benefits for Law Firms

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Reduce Attorney Burden

Common client questions answered automatically:
  • “What’s the next step?”
  • “When is my court date?”
  • “How long does this process take?”
  • “What documents do you need?”
  • “Can I change my last name?”
Time savings: Reduces emails/calls for routine questions by 60-80%.

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Improve Client Satisfaction

Clients love 24/7 access:
  • No waiting for business hours
  • Instant answers to urgent questions
  • Reduces anxiety during stressful divorce process
  • Feel supported throughout their case
Client feedback: “Having Victoria available at 3am when I was stressed out was incredible. She answered my questions immediately and I felt less alone.”

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Better Prepared Clients

Victoria helps clients:
  • Understand legal processes before consultations
  • Prepare better questions for their attorney
  • Gather required documents proactively
  • Know what to expect at each stage
Result: More productive attorney-client meetings.

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Cost-Effective

Client Liaison uses Haiku 4.5 (not the more expensive Sonnet or Opus):
  • ~$0.01-0.03 per conversation
  • ~100 client conversations = $1-3/month
  • Pays for itself by reducing attorney time on routine questions

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Example Client Conversations

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General Divorce Question

Client: “How long does a divorce take in California?” Victoria: “In California, there’s a mandatory 6-month waiting period from when your spouse is served with divorce papers until the divorce can be finalized. However, the entire process often takes 9-18 months depending on: • Whether you and your spouse agree on terms (uncontested) or disagree (contested) • Complexity of asset division and custody arrangements • Court backlog in your county • How quickly required documents are exchanged Your attorney can give you a more specific timeline based on your case details. Would you like me to explain any part of the divorce process?”

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Document Question

Client: “What’s my total income according to my W-2?” Victoria: [Searches client-visible documents] “Based on your 2024 W-2 from ABC Company that you uploaded: • Box 1 (Wages): 75,000•Box2(Federaltaxwithheld):75,000 • Box 2 (Federal tax withheld): 9,200 • Box 16 (State wages): $75,000 This shows your gross annual income before taxes. Your attorney will use this information for child support and spousal support calculations. Is there any other financial information you’d like me to look up?”

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Next Steps

Client: “What happens next in my case?” Victoria: “Looking at your case status, here’s what’s coming up: Immediate Tasks (this week): • Upload your bank statements from the last 3 months (you can do this in the Documents tab) • Complete your Income and Expense Declaration Upcoming Deadlines: • November 15: Discovery responses due • November 22: Status conference at 9:00 AM Waiting On: • Opposing counsel’s response to your financial disclosure Your attorney will prepare you for the status conference. If you have questions about what to expect, I can explain the general process!” Client: “The petition mentions ‘irreconcilable differences.’ What does that mean?” Victoria: “Great question! ‘Irreconcilable differences’ is the legal term California uses for ‘no-fault divorce.’ It simply means: • You and your spouse have differences you can’t resolve • The marriage has broken down • Neither person has to prove the other did something wrong California is a ‘no-fault’ divorce state, which means you don’t need to prove adultery, abuse, or any other specific reason. You just need to show the marriage isn’t working. This makes the divorce process less adversarial because you’re not blaming each other. Does that help clarify?”

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How Attorneys Can Leverage Client Liaison

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Set Client Expectations

During initial consultation, tell clients:
  • “You have 24/7 access to Victoria in your client portal”
  • “She can answer common questions and help you understand legal terms”
  • “For case-specific legal advice, always contact me directly”
  • “Victoria can help you prepare documents and information I need”

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Review Client Conversations

Attorneys can view all client-Victoria conversations in the case dashboard to:
  • Identify client concerns or confusion
  • See what questions clients are asking
  • Prepare better for consultations
  • Spot issues that need attorney attention

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Reduce Interruptions

Direct clients to ask Victoria first:
  • “Before emailing about general questions, try asking Victoria”
  • “Victoria can explain legal terms and processes 24/7”
  • “For urgent matters, call me. For general questions, Victoria can help immediately”

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Use as Client Education Tool

Victoria supplements your client education:
  • Explains processes you don’t have time to repeat
  • Provides consistent information to all clients
  • Available when you’re not (nights, weekends)
  • Reinforces what you’ve already told them

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Limitations

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What Client Liaison Cannot Do

❌ No Legal Advice: Victoria provides general information only. Case-specific legal advice must come from the attorney. ❌ No Strategy Decisions: Victoria cannot recommend specific legal strategies or make decisions. ❌ No Attorney Work Product: Clients cannot access draft pleadings, internal notes, or privileged communications. ❌ No Real-Time Case Updates: Victoria knows case status from database but doesn’t have real-time court updates. ❌ No Document Filing: Victoria cannot file documents with the court or take legal actions. ❌ No Predictions: Victoria will not predict case outcomes or guarantee results.

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When Clients Should Contact Attorney

Victoria directs clients to contact their attorney for:
  • Case-specific legal advice
  • Urgent matters
  • Strategy decisions
  • Settlement negotiations
  • Court appearance preparation
  • Unusual or complex situations

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Cost Tracking

All client assistant conversations are logged in AI Usage dashboard: Per Client Conversation:
  • Model: Haiku 4.5
  • Average cost: $0.01-0.03
  • Token usage tracked
  • Timestamp logged
Monthly Summary: 
Client Portal AI Usage:
• Client: Sarah Johnson
• Conversations: 15
• Total cost: $0.45
• Documents searched: 8
Billing Options:
  • Absorb cost (client satisfaction tool)
  • Pass through to client (itemized on invoice)
  • Include in flat fee package
Most firms absorb Client Liaison costs as a client service benefit. The cost is minimal (~$1-3/month per active client) and the value in reduced attorney time and improved client satisfaction far exceeds the expense.

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Best Practices

During your initial consultation or welcome email, introduce Victoria:“You’ll have 24/7 access to Victoria, our AI assistant, in your client portal. She can answer common questions, explain legal terms, and help you prepare documents. For case-specific legal advice, always contact me directly.”This sets proper expectations about Victoria’s role.
Check client-Victoria conversations weekly to:
  • Spot client concerns you should address
  • Identify confusion that needs clarification
  • Prepare for upcoming consultations
  • Ensure Victoria is providing helpful responses
Takes 5-10 minutes per case and provides valuable insights.
When clients email routine questions, respond:“Great question! Victoria can answer this for you 24/7 in your client portal. She can also search your case documents. For urgent matters, always call me. For general information, Victoria can help immediately.”This trains clients to use the tool effectively.
Only mark documents as “client-visible” when:
  • Client has legal right to see it
  • No attorney work product or strategy
  • No privileged communications
  • Finalized (not draft) pleadings
Victoria can ONLY search client-visible documents.

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Client Portal Context

Victoria Client Liaison is one component of the full Client Portal experience: Other Client Portal Features:
  • Case Dashboard - Real-time case status and timeline
  • Document Upload - Secure document sharing with attorney
  • Task Management - Complete attorney requests
  • Financial Affidavit Wizard - AI-assisted disclosure forms
  • Discovery Center - Upload requested financial documents
  • Billing - View invoices and payment history
Victoria enhances these features by helping clients understand and navigate them. Client Portal Victoria Chat Interface

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Next Steps

Client Portal Guide

Complete client portal documentation

Co-Counsel Agent

Attorney-facing legal strategy AI

Financial Analyst

Expert financial calculations for attorneys

Quick Start Guide

Get started with Victoria AI OS