Settle More Files Without Drowning in Phone Calls
Conveyancing firms live and die by the volume of files they can move through PEXA without dropping the ball on client communication. Our AI receptionist fields vendor, purchaser, and real-estate-agent calls 24/7, captures settlement queries, and routes urgent matters straight to your licensed conveyancer, so you can focus on contracts, not phone tag.
Where the Phones Hurt a Conveyancing Practice
Conveyancing is detail work under tight legal deadlines. PEXA workspaces, Section 32 reviews, deposit confirmations, and settlement-day balancing all demand focused attention. Every interruption costs accuracy, and every missed enquiry costs a new file. The AI does the talking so your licensed conveyancer can do the conveyancing.
Vendors and Purchasers Want Reassurance, Not Answers
Most calls during the contract-to-settlement window are not new questions. They are anxious clients seeking confirmation that things are progressing. The AI gives them a calm, professional update keyed to the file stage (deposit received, Section 32 served, PEXA workspace created, settlement scheduled) without pulling your conveyancer out of a contract review. Clients hang up reassured; you stay in flow.
Agent Referrals Cannot Go to Voicemail
Real-estate agents make their calls during open inspections on Saturdays and after 6pm weeknights, exactly when the office is closed. An agent who reaches voicemail will send the next purchaser to a competing conveyancer. The AI takes every agent referral, captures the property address, vendor or purchaser details, and the agent's commission slip preference, then sends your team a file-open request before Monday morning.
Settlement Day Is a Phone Storm
Settlement day generates dozens of calls, banks confirming SWIFT funds, agents chasing keys, vendors wanting payout figures, purchasers worried about access times. Your settlement officer should be in PEXA, not on the phone. The AI fields the routine calls (settlement time, key collection address, agent commission status) and only interrupts your team for genuine show-stoppers like funds not appearing in the workspace.
Quote Enquiries Need Fast Conversion
A first-home buyer who has just signed a contract is shopping for a conveyancer right now. If they reach voicemail, they call the next firm on Google. The AI takes the property type, state and contract details so your team can quote, explains what your service covers (PEXA, title search, adjustments, stamp duty calculation), and books a callback or instructs the buyer to email the contract straight to your intake address.
Mortgage Broker and Bank Coordination
Mortgage brokers and bank settlement officers expect immediate responses on settlement logistics. The AI answers their calls, confirms the settlement details recorded on your file, relays expected settlement times, and books your conveyancer for a return call within the broker's preferred window. No more games of phone tag that push settlements into the following day.
Tailored for Australian Conveyancing Workflows
The AI is configured around the actual file stages, software, and regulators your practice deals with every day, not a generic receptionist script bolted onto a conveyancing label.
File-Stage Status Updates
Reads back the file stage your team has recorded so callers get an accurate, current update, not a generic "we will call you back". A live connection to your practice management system is not part of Starter or Professional and can be scoped as custom work on a quote.
- With a Triconvey, ActionStep, Open Practice, Smokeball or LEAP connection (custom work on a quote), reads the file stage live
- Reads back the file stage your team has recorded, such as PEXA workspace created or ready for lodgement
- Reports whether Section 32 or contract has been issued, served, or signed
- Tells vendors when their deposit has been released from the agent's trust
Settlement Day Triage
On the day of settlement, the AI knows which files are settling and switches into a higher-urgency triage mode for those specific addresses.
- Flags any call mentioning a settling property for immediate handling
- Distinguishes a "when will keys be available" call from a "funds have not appeared" call
- Notifies your settlement officer instantly if a bank or PEXA participant reports a workspace issue
- Confirms key collection locations and authorities to release keys
Quote Request and File-Open Intake
Converts inbound quote enquiries into properly captured intake records with everything you need to open a file the same day.
- Captures the transaction type (sale, purchase, transfer, off-the-plan) so your team can quote
- Captures contract details, property address, settlement date, and party details
- Asks the right state-specific questions (Vic Section 32, NSW Section 10.7, Qld seller disclosure statement, SA Form 1)
- Sends a file-open request to your team by email, with attachments forwarded
Real Estate Agent Handling
Recognises calls from your regular agent partners and gives them the priority handling that protects your referral pipeline.
- Caller ID matching against your agent partner list for VIP routing
- Captures vendor or purchaser referrals with property address and contract due date
- Confirms commission slip preferences and forwarding instructions
- Books an agent callback in your conveyancer's preferred slot the next business day
Searches and Notice Coordination
Handles routine status calls about title searches, rates certificates, owners corporation certificates, and council notices.
- Reports the search status your team has marked (InfoTrack and GlobalX results stay with your conveyancer)
- Reports back to clients on whether searches have returned and been reviewed
- Takes messages about Section 27 (Vic) early-release-of-deposit requests
- Captures variations to settlement instructions before passing to your team
Multi-Party File Communication
Most conveyancing files have at least four parties involved, vendor, purchaser, both agents, sometimes brokers. The AI keeps each party's communications attached to the right file.
- Tags every call to the correct file reference automatically
- Distinguishes vendor calls from purchaser calls on shared transactions
- Captures power-of-attorney callers and authorised-representative arrangements
- Maintains a per-file communication log accessible from your practice management system
Going Live
Setup includes file-stage-aware AI reception. A direct connection to your practice management system is not part of Starter or Professional and can be scoped as custom work on a quote. Timing depends on scope, and we confirm a realistic timeline in your written quote.
Map Your File Stages
We document your standard file stages (instructions received, contract drafted, Section 32 issued, signed, PEXA workspace created, ready for settlement, settled). The AI is trained against your exact terminology.
Decide on a Practice Management Connection
A connection to Triconvey, ActionStep, Smokeball, Open Practice or LEAP is not part of Starter or Professional and can be scoped as custom work on a quote. With one, the AI can read file status, write call notes, and trigger file-open tasks. Your existing matter numbers remain authoritative.
Forward Your Practice Number
Your existing landline or VoIP number is forwarded to the AI. You choose whether the AI takes all calls, only overflow calls, or only after-hours calls. Settlement-day mode can be triggered manually from the portal each morning.
Review, Tune, Scale
During the first month we review call summaries with you weekly and tune the file-stage scripts, agent partner list, and triage thresholds. After that, expect to adjust it mainly when you add new transaction types or new agent referral partners.
State-by-State Conveyancing Nuance
Conveyancing is regulated state by state. The AI is configured around the actual statutory framework your firm operates under, not a generic Australia-wide script.
State-Specific Contract Terminology
The AI uses the correct contract and disclosure terminology for your state, so callers get answers that fit their state from the moment the AI answers.
- Victoria: Section 32 Vendor Statement and the Sale of Land Act
- NSW: Section 10.7 planning certificates and the Conveyancing Act
- Queensland: the seller disclosure statement (Form 2) under the Property Law Act 2023, in force from 1 August 2025 (Queensland Government, as at November 2026: https://www.qld.gov.au/law/housing-and-neighbours/buying-and-selling-a-property/seller-disclosure-scheme)
- South Australia: Form 1 disclosure and SA Land Registry processes
- Western Australia: Joint Form of General Conditions and Landgate searches
Trust Account Discipline and Privacy
Conveyancing handles material trust money and sensitive personal information. The AI is configured to never collect or quote trust account details over the phone and to follow Australian privacy obligations on call recordings.
- Never reads bank account details, BSBs, or PEXA workspace passwords to callers
- Caller-by-caller verification before discussing personal information attached to a file
- Australian data residency for all call recordings and intake records
- Retention period set to match your own record-keeping obligations
Licensed Conveyancer Boundaries
The AI is administrative, not advisory. It will never give legal advice, interpret a contract clause, or comment on cooling-off rights. Those questions are routed straight to your licensed conveyancer with the file reference attached.
- Refuses to interpret contract clauses, cooling-off entitlements, or special conditions
- Escalates first-home buyer scheme questions to your licensed conveyancer
- Does not quote stamp duty figures
- Maintains the wall between administration and advice required by your licensing regulator
Scales With Settlement Surges
The end of the financial year, post-Easter, and the spring property season all create call-volume spikes that crush staffed reception. The AI does not slow down when you go from 80 calls a day to 240.
- No queue, no hold music, every caller answered within 8 seconds
- Answers several calls at once during inspection-weekend surges
- No need to roster temp staff during EOFY conveyancing rush
- Generates an end-of-month communications report by file and by agent
Related Solutions for Property and Legal Practices
AI Receptionist for Law Firms
Broader legal-practice AI reception covering family law, litigation, and commercial enquiries, useful if your conveyancing practice sits inside a wider legal firm.
See law firm solution →AI Receptionist for Mortgage Brokers
Sister solution for the mortgage brokers you settle alongside. Many conveyancing firms recommend it to broker partners to keep settlement-day coordination tight.
Explore broker solution →AI Receptionist for Real Estate
Real-estate-focused AI reception for your referral partners. Helps agents respond to buyer enquiries during open inspections without missing your handover calls.
See real estate solution →Frequently Asked Questions
Can the AI tell a vendor whether their deposit has been released from the agent's trust?
Yes, provided the deposit status is recorded where the AI can read it: the file stage your team updates, or, with a Triconvey, ActionStep Conveyancing, Open Practice, Smokeball or LEAP connection (not part of Starter or Professional; custom work on a quote), the current file stage read live. If the deposit is showing as released in your matter notes, the AI tells the vendor with the date it was released and the agency that released it. If it has not been released yet, the AI says your conveyancer will confirm the timing and offers to take a message for your conveyancer to follow up with the agent.
How does it handle PEXA settlement-day calls without making things worse?
Settlement day is treated as a separate mode. Each morning, your settlement officer marks which files are settling in the portal. The AI then knows that any call mentioning those addresses or party names is high-priority. Routine calls, "what time is settlement", "where do I collect the keys", "has the agent's commission been paid", are answered from the file. Calls that signal trouble, "the bank has not signed", "funds are not appearing in the workspace", "the title insurance certificate is missing": interrupt your settlement officer immediately via SMS with the file reference. The AI is built to absorb the noise and surface only the genuine show-stoppers.
Will the AI quote a fee for a property transaction over the phone?
No. The AI does not give fees or quotes on the call. It captures the transaction type and state (residential sale, residential purchase, off-the-plan purchase, related-party transfer, deceased estate and so on) and any add-ons the caller mentions, such as a title search or an owners corporation certificate, and books a callback or sends the details to your team so your conveyancer can quote.
Can it talk to real estate agents on Saturdays during open inspections?
That is one of the highest-value moments for the AI. Agent referrals on Saturdays can be a major source of new files, and they often go straight to voicemail because the office is closed. The AI answers professionally with your firm name, recognises the agent from caller ID if they are on your partner list, captures the buyer or vendor details and the property address, asks the agent for the contract due date, confirms the agent's commission slip preference, and emails an intake summary and a file-open request to your team. By Monday morning your conveyancer has a queue of fresh files ready to open and the agent feels well-handled.
How does it interact with InfoTrack and GlobalX search results?
We do not ingest InfoTrack or GlobalX search results into the AI. Those go straight to your conveyancer for legal review. What the AI does is field the inbound calls about search status: "has my title search come back", "did council respond to the rates certificate request", "is there an outstanding owners corporation certificate". Your team marks search items as ordered, received, or reviewed in the portal (or in your practice management system, with a connection quoted as custom work), and the AI reports that status to the caller. That takes routine search-status calls off your conveyancer's desk without losing the legal review wall.
Is this compliant with the Conveyancers Act and our licensing obligations?
Yes. The AI is purely administrative. It is positioned as your reception and intake function, not as a licensed conveyancer. It does not give legal advice, interpret contract clauses, advise on cooling-off rights, or comment on stamp duty entitlements. Any question that touches advice is routed straight to your licensed conveyancer. Intake records, and call recordings on the Custom plan, are stored on Australian infrastructure with the retention period you specify, aligned to your record-keeping obligations and your firm's privacy policy. The opening greeting tells callers they are speaking with an AI assistant that supports your licensed practitioners.
What if we use a small or in-house practice management system that you have not heard of?
A connection to any practice management system, including Triconvey, ActionStep Conveyancing, Smokeball, Open Practice and LEAP, is not part of Starter or Professional and can be scoped as custom work on a quote where the system has an API or webhook capability. Without a connection, the AI runs as a standalone intake that emails structured intake records to your matter intake address, drops calendar invites for callbacks, and produces a daily call summary CSV that you can import.
Sources and further reading
- NIST AI Risk Management Framework (US National Institute of Standards and Technology)
Settle More Files with Fewer Interruptions
A practice management system connection can be scoped as custom work on a quote, with the timeline confirmed in your written quote. Your existing number keeps working. Every vendor, purchaser, and agent call answered, day or night.