FONE App
Configuring the Clio Integration
Connect Clio, then set what your receptionist may look up, disclose, and verify — one switch at a time.
Connecting Clio
Open the FONE app and find the Clio card on your agent’s Integrations card. Pick your region — United States, Canada, Europe, or Australia — and authorize with OAuth. Share each attorney’s calendar with the connected Clio user; Clio only exposes calendars that user can access, so an unshared calendar stays invisible to booking. If the connection needs attention later, the card shows a Reconnect prompt.
What you get the moment you connect
Connecting Clio switches on five things straight away: contact lookup, matter and case lookup, appointment booking, cancel and reschedule, and call logging. Everything else on the card is off until you choose otherwise — anything that discloses something about a client, or puts a caller behind an identity check, ships off.
Every setting below is on the Clio card in the FONE app, in the order you will see them. Changes reach chat and messaging immediately, and voice agents on their next sync.
The settings, one at a time
Clio Region
Pick the region your Clio account lives in — United States, Canada, Europe or Australia — then authorize with OAuth. Share each attorney’s calendar with the connected Clio user before you rely on booking: Clio only exposes calendars that user can access, so an unshared calendar is invisible to your receptionist and booking for that attorney will fail. Connect with an admin account if you want every attorney bookable. If the connection needs attention later the card shows a Reconnect prompt.
Appointment booking and voicemail only
One switch for a firm that wants zero client disclosure. With it on, your receptionist will only book appointments and take voicemails — it will not look up client or case details and will not read out phone numbers. It forces the caller-facing lookups off regardless of the individual capability switches below. Turning it back off restores exactly what you had set, so it is safe to use as a temporary posture.
Capabilities
Five switches: contact lookup, matter and case lookup, appointment booking, cancel and reschedule, and call logging. Turning one off removes its tools from your receptionist on every channel — voice, web chat and messaging alike — so it cannot be reached by phrasing a request differently. Leave call logging on if you want a record of the call written into Clio.
Tell callers who their attorney is
Off until you switch it on, because it discloses the assigned attorney to whoever is calling from a matching number. With it on, a caller who asks who is handling their case is asked for their name plus either the phone number on file or their case number, and is then told the attorney’s name and nothing else — no case details, no filings, no deadlines, no numbers on file. Date of birth is asked only when two clients share a name and phone number and it is the only way to tell them apart. If the caller cannot be confirmed, no attorney is named, a message is taken, and your firm inbox gets an email saying an unverified caller came in. Leave it off if your firm treats the assignment itself as private.
Verification required for
Three independent switches, each enforced at a different point in the call. Switching one on never switches on another.
Transferring a caller to a person — off by default. When off, a caller who names someone on your Routing list is put straight through, the way a good human receptionist would. Turn it on if you want callers confirmed against Clio before they reach anyone.
Booking an appointment — routes existing clients to their own attorney instead of offering the full roster, and new callers get the consultation path. This is where verification does its real work, because appointment access can reveal who a client’s attorney is.
Sending a message straight to an attorney — off by default. When off, every message goes to your firm inbox with the attorney named in it. When on, a confirmed caller’s message goes directly to their attorney and everyone else still gets a message taken.
Verification never stops a message being taken. It only decides where the message goes. And calls from a jail line skip all three, because callers on those phones cannot supply what verification asks for.
Recognize calls from jail phone systems
Off until you switch it on. Inmate phone systems announce themselves before connecting, and that announcement is the only reliable signal you are speaking to a client in custody — the number that shows up is an ordinary local one. The moment a keyword matches, all verification is switched off for that call and the caller is transferred to their attorney’s direct line; the attorney’s own voicemail answers if they are unavailable. A message is taken only if the line cannot be reached at all, or if the attorney is not on your Routing list. Add each attorney’s direct number under Routing first, or there is nothing to transfer to.
Keywords to listen for
The list ships with the common vendors — Tellmate, GTL, Securus, ViaPath, ICSolutions — plus general phrases like “correctional facility” and “calling from jail”. Matching is done anywhere in what the caller says and ignores capitalization, so a partial match counts; recorded announcements are frequently cut off by the line, which is why partial matching matters. Add the wording your local facilities use, and Restore defaults puts the original list back.
Automatically accept free jail calls
Facility systems ask the receiver to press 1 before connecting. With this on, your receptionist presses it so the call connects instead of dying at the prompt. Calls that require payment or carry charges are never accepted, and that is not configurable.
Hang up on account-setup requests
If the system or the caller says an account must be set up or funded before the call can connect, your receptionist ends the call immediately rather than sitting on a line where nobody can be reached. The call is badged Screened.
Alert on complaints against the firm
Off until you switch it on, and you choose the addresses that receive the alerts. It covers bar complaints, judicial conduct complaints, malpractice threats, and serious dissatisfaction with their own representation. The message goes to your firm inbox as normal and the addresses you list are copied at the same moment. Nothing about the caller’s experience changes — they are never told they have been flagged, nothing about the attorney is confirmed or denied, and no one argues with them. The alert fires even when the caller hangs up without leaving a message, which is exactly the call a firm would otherwise never hear about.
Route law enforcement calls to staff
Off until you switch it on. A caller who identifies as law enforcement, or who asks for a public defender, is transferred straight to your team during your transfer hours — no explanation about the firm being private and no questions first. After hours they are offered your emergency line or a message to management. Either way, who is in custody, where, and the charge are captured.
Communicate that meetings are telephone meetings
With this on, every booking is described as a telephone meeting when times are offered and when the appointment is confirmed. If a caller explicitly asks to come in instead, your receptionist does not book at all — it takes their name, phone and requested time and emails your firm inbox so someone can arrange it.
Only book on calendar events with this title
With this on, your receptionist will only offer times that fall inside calendar events your attorneys title exactly as you specify here — so the calendar decides when each attorney is bookable, not the AI. Set the lookahead to control how many days forward it searches for those blocks. If no matching block is found within that window, it takes a message instead of offering a time.
Save
Changes are not live until you press Save. Chat and messaging pick them up immediately; voice agents pick them up on their next sync.