Who gets called, when
Different attorneys for weekdays, nights and weekends, with a backup for each.
Front Desk · Emergencies
When a family calls about a detention, a lawyer hears about it in minutes.
Detention calls come at night, on weekends, from people in shock. VoxCross recognizes them in English or Spanish, captures what the attorney needs, and gets the call to whoever is on duty, immediately.
Why it matters
This is the call no immigration firm can afford to send to voicemail.
When someone is detained, what happens in the first hours matters: knowing where they are held, reaching them, and getting counsel involved. The family calls the first firms they can find. The one that answers and gets a lawyer on the line is the one they remember.
A general receptionist takes a message. A voicemail box takes nothing. VoxCross treats the call as an emergency from the first word.
The protocol
What happens, step by step.
Every step is configured with your firm before go-live: triggers, questions, duty rotation, referral rules.
Recognize
Detention language in English or Spanish stops standard intake immediately.
Reassure and capture
Calmly, in the caller’s language: who was detained, date of birth, where and when, the A-number if known, the facility if known, and a callback number.
Reach the attorney on duty
It calls the duty attorney and connects the call. No answer? The next person on the rotation, plus a text and an email with every detail.
Confirm to the family
The caller hears that the firm has the information and what happens next, using wording the firm approved.
Log everything
Recording, transcript translated to English and the captured details go into the case software for the attorney.
Configured with your firm
Your rotation. Your rules.
Words that mean “emergency”
A default list in English and Spanish, plus any phrases your firm adds.
If you don’t take the case
The caller is given your designated referral and the call is still logged.
FAQ
Questions attorneys ask us
What triggers the detention protocol?
Words and phrases in English or Spanish that indicate someone has been detained or is facing removal, for example “detained,” “ICE,” “detenido,” “deportación,” or a caller saying a family member was picked up. Your firm can add its own triggers.
What information does it collect?
The detained person’s full name and date of birth, where and when they were detained, the A-number if the caller has it, the caller’s relationship and callback number, and any detention facility name they know. It stays calm and brief. The goal is to get a lawyer involved fast.
Who gets called?
The attorney or attorneys your firm puts on the duty rotation for each time of day. If the first person doesn’t answer, it moves to the next, and every attempt is followed by a text and an email with the full details.
Does it tell the family what to do?
No legal advice. It can share the practical instructions your firm approves in advance (for example, to keep their phone on and wait for the attorney’s call), and it confirms the firm has the information.
What if the firm doesn’t take detention cases?
Then the protocol follows your referral instructions instead: it gives the caller the organization or firm you designate and still logs the call.
Book a demo
Thirty minutes. You call the line yourself.
On the demo we set the system up with your firm’s name, you call it from your own phone, and you watch the summary, the calendar entry and the prep brief arrive. If it isn’t obviously useful in the first five minutes, we hang up.
- Live line configured with your firm’s name before the call
- We check your case software and calendar on the call
- No pitch deck. You see the system work.
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