Rivas & Associates

About Rivas & Associates

Rivas & Associates is a national immigration law firm headquartered in Tulsa, with additional offices in Oklahoma City and Fort Smith. Its team helps clients across the United States with deportation defense, detained immigration cases, asylum, family petitions, visas, naturalization, waivers, consular processing, and other complex immigration matters.

The firm serves a large English and Spanish-speaking client base. Many inquiries are urgent, including calls from people in detention or family members trying to help someone who has been detained.

The Challenge

When Rivas & Associates first spoke with Lexidesk, the firm estimated that roughly 30% of its calls were going unanswered. Every missed call represented a potential client who might never call back, particularly after hours or while the intake team was already handling other inquiries.

The firm needed more than an answering service. Any solution had to communicate naturally in English and Spanish, ask the right immigration intake questions, identify urgent and detained matters, and fit into the HubSpot system the team already used.

The Solution

Rivas & Associates began with a controlled rollout. Lexidesk initially handled after-hours and overflow calls without scheduling consultations. The AI asked the firm’s existing intake questions, qualified each inquiry, and added a structured summary to the correct HubSpot contact.

Lexidesk worked with the Rivas team to understand how its intake operation functioned in practice. The system was configured to capture the caller’s language, A-number, detention centre, date of birth, relationship to the detained person, prior removal history and other case specific details to produce the case summary, qualification status, urgency indicators, and other case-specific intake information.

Each lead also received a priority score from 1 to 10. This allowed detained cases and matters involving imminent court dates to move automatically to the front of the queue.

The aim was to make the system fit into the firm like a newly trained intake employee.

It followed the firm’s process, used its qualification criteria, and passed information into HubSpot without requiring the team to rebuild its existing workflow.

After reviewing the early calls, the Rivas team decided to expand Lexidesk across all inbound phone intake and enable consultation scheduling. Lexidesk began answering calls 24/7 in English and Spanish, qualifying leads, and scheduling suitable callers into the firm’s consultation process.

The Results

In its first three months, Lexidesk scheduled 428 consultations and helped Rivas & Associates sign 89 clients representing approximately $475,600 in matter value.

After the initial ramp-up, one in three consultations was scheduled directly by AI without human involvement.

Between May 7 and August 5, Lexidesk:

• Handled 5,959 conversations
• Created 3,451 new leads in HubSpot
• Marked approximately 4,856 conversations as qualified
• Identified 879 high-priority leads with scores between 8 and 10
• Filtered out 1,177 spam or no-potential inquiries before they reached the intake team
• Captured 60 new leads over the July 3 to July 5 holiday weekend that would otherwise be lost.
• Handled English and Spanish callers through the same intake process

July became the strongest month in the firm’s available data, with 932 new leads, 844 consultations on the calendar, 423 completed consultations, and 161 clients signed.

The operational effect was just as important. Lexidesk absorbed roughly 100 full working days of intake phone coverage in one quarter, giving the team more time to speak with qualified prospects and progress active opportunities.

Quotes from Leadership

How the Firm Operates Now

Lexidesk now provides first-touch coverage across the firm’s inbound phone intake, 24 hours a day. English and Spanish callers follow the same consistent process. Lexidesk qualifies each lead, books the right consultation based on the firm’s criteria, and automatically brings detained and high-priority matters to the team’s attention.

The intake team receives the caller’s details, case summary, qualification decision, priority score, and appointment information in HubSpot. Team members spend less time repeating basic intake questions and more time speaking with qualified prospects, following up on urgent matters, and converting consultations.

Rivas & Associates also actively uses the Lexidesk Referral Network to send matters it cannot handle to trusted partner firms. In just three months, the firm referred 56 potential clients through the network.
Each referral includes the intake information already collected, and the firm can track whether each partner accepts or declines the matter.

What’s Next

Rivas & Associates has added Lexidesk’s bilingual website intake widget, extending the same qualification process beyond the phone. The firm is also evaluating automated SMS and email follow-up for qualified leads who do not book immediately.

The next optimisation under consideration is moving bookings to one of Lexidesk’s native scheduler integrations to simplify booking for qualified leads and increase conversion rates.

As Lexidesk expands its partnership and integration with HubSpot, Rivas is exploring the deeper native HubSpot integration. This can map intake details to HubSpot fields, place contacts into the correct lists, and create deals automatically when leads meet the firm’s criteria.

The firm is also exploring Lexidesk Outbound Calling for faster follow-up with form submissions, callback requests, and existing leads. This would allow the same AI intake agent to make outbound calls, qualify prospects, schedule consultations, and return each outcome to the firm’s CRM.

Lexidesk will continue working closely with Rivas to improve consultation conversion and help the firm provide a responsive 24/7 experience to more immigration clients across the country.