Configuring the Clio Integration
Connect Clio, choose what your receptionist may look up and disclose, and set its agent prompt.
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 Is On By Default
Connecting Clio turns on five capabilities: contact lookup, matter lookup, appointment booking, cancel and reschedule, and call logging. Everything that discloses something about a client, or gates a caller behind an identity check, is OFF until you switch it on — that includes telling callers who their attorney is, all three verification gates, correctional-call handling, complaint alerts, and law-enforcement routing.
The Agent Prompt Box
Each integration card has an Agent Prompt box. Whatever you put there is added to your agent’s instructions for that integration only, so it is where you describe how your firm wants Clio used. Keep it to behaviour you want on every call; per-caller decisions are already handled by the switches above. Press Save Prompt, and the change reaches voice agents on their next sync and chat surfaces immediately.
Example Agent Prompts
Where these go: paste them into the Clio integration’s Agent Prompt box in the FONE app — that is the per-agent instruction field for this integration.
Example 1 — Existing client asking about their case:
"When a caller says they are already a client, confirm who they are before discussing anything: ask for their name and either the phone number on their file or their case number. Once confirmed you may tell them the name of the attorney on their matter, and nothing else. Never read case details, filings, deadlines, or any phone number on file aloud. If they want more than that, offer to book a time with their attorney or to take a message."
Example 2 — New client enquiry:
"If someone calls needing legal help and is not already a client, ask what kind of matter it is, then take their full name, phone number, email, and a short description of the situation, one question at a time. Take what they describe as given — do not screen it against our practice areas and do not tell a caller their matter is something we do not handle. Send it to the firm inbox for a person to review. Do not create or update anything in Clio, and do not name an attorney."
Example 3 — Document or record request:
"When a caller asks for documents from their file, confirm who they are first, then take a message saying which documents they need and how to reach them. You cannot retrieve, send, or attach documents, so never say the documents are on their way. Tell them their attorney’s team will follow up — do not tell them the request has already been actioned."
Writing Your Own
Two rules keep a prompt safe. Never instruct the agent to create or change anything in Clio — it can write calendar entries and, when call logging is on, a record of the call, but it cannot create or edit contacts, and a prompt that implies otherwise will make it tell callers something was done that was not. And never instruct it to read case details aloud; the most it can disclose is the name of the attorney on a caller’s matter, and only when you have switched that on.