Answer rates at the firm now run past 90%, and the calls that still slip through generate an alert and a named follow-up the same day. Getting there meant untangling roughly sixty phone numbers spread across systems that didn't talk to each other, an arrangement that left a blind spot in the one number that mattered: how many calls were going unanswered. For a law firm, a missed call is a worried client who didn't get an answer, or a case that goes to the firm down the street.
The migration onto Aircall ran in stages, made every missed call visible, and unified calling, texting, and AI summaries in one place. It continues now with AI voice agents as the next layer.
Start by making the misses visible
The firm's old setup spread calls across systems that didn't talk to each other. Nobody could reliably answer a basic question. How many calls are we missing, and who's missing them?
Once every missed call generated an alert and a follow-up task, answer rates climbed past 90%.
Step one was making that visible. With calls running through one platform, a missed call now generates an alert and a follow-up task instead of vanishing. The workflow is written down: every unanswered call gets a follow-up assigned within a day. That single change turned the phone from a black box into something the firm can manage and improve. Answer rates climbed past 90% once the misses had somewhere to go.
Port carefully so no client gets dropped mid-transition
Moving ~60 numbers is where consolidations go wrong if you rush. Clients are already dialing the numbers printed in their welcome letters and email signatures, and a botched port means somebody reaches a dead line at a bad moment.
So we ported in stages and kept continuity through the change, forwarding numbers as needed during the transition until each team was trained and ready on the new platform. Nobody flipped a master switch. The team got set up in the Aircall dashboard ahead of the port date, so when numbers moved, people were already prepared to take calls. Handled that way, clients never noticed. They kept reaching the same people.
Unify the conversation in one log
Once the calls lived in one place, we connected Aircall to HubSpot so every call, SMS, and MMS logs automatically against the client record. A case manager opens a contact and sees the whole conversation history in one timeline, whatever channel it came through.
Two details made it useful. AI call summaries mean someone picking up a matter can read what happened on the last call instead of sitting through a recording. And we logged automated and outbound calls under a clear automation identity, so the record owner stays accurate and nobody on the team is puzzling over a call that looks like it came from a colleague.
Extend with AI voice agents (AIVA)
With the foundation clean, the firm is now layering AI voice agents on top.
When a call goes unanswered, an AI agent picks up instead of sending the client to voicemail. It greets them, handles the basics, and logs the interaction so a human has a tracked follow-up waiting. We're extending those agents past missed calls into outbound outreach, reaching leads to complete an intake, and into case updates, where the agent can tell a client where their matter stands. The phone becomes another channel where a client gets an answer instead of a voicemail box.
Order of operations matters here. Bolting agents onto a tangle of disconnected numbers doesn't work. Consolidate and unify first, then add the intelligence.
Why migrate a law firm's phones to Aircall?
To consolidate scattered numbers into one platform, make missed calls visible, and unify calls and texts into the CRM. The payoff is higher answer rates, better client follow-up, and one conversation history per client.
How do you migrate dozens of phone numbers without missing calls?
Prepare the team in the new platform before the port date, forward numbers during the transition, and cut over team by team rather than all at once. Handled carefully, clients never notice the switch.
Can AI handle calls a firm misses?
Yes. AI voice agents can answer unanswered calls, complete intakes through outbound outreach, and give case-status updates, which turns a missed call into a tracked follow-up.