How to communicate with your attorney

knowledge base

Updated over a month ago

The case chat is your official communication channel

Every case on OTR has a built-in case chat. This is where all communication between you and your attorney (and their staff) takes place. Messages, documents, photos, and updates all flow through the case chat.

Using the case chat matters because:

Everything is documented All messages are saved and visible to both you and your attorney. If there is ever a question about what was discussed or agreed upon, the record is there.
You can share the conversation with OTR If you ever need to involve OTR's support team, they can review the case chat to understand the situation and help.
It protects your cancellation window If you ask a question in the case chat and your attorney does not respond before the cancellation window closes, the window is automatically extended. This protection only applies to messages sent in the case chat.

And if a conversation is easier to have by phone, just ask: request a call in the case chat, and your attorney can arrange a time.

Recommendation: Make the case chat your primary mode of communication.

Even if you speak with your attorney by phone or in person, summarize the conversation in the case chat afterward. This keeps a written record of what was discussed and protects you if there is ever a question about what was agreed upon.

What to send right after booking

The first few hours after booking are the most important for communication. Here is what to send your attorney in the case chat as soon as possible:

A photo of your ticket or charge document If you did not upload it during booking, send it now. A clear photo of the ticket, citation, or court document is the single most helpful thing you can provide.
A photo of your driver's license Your attorney may need this to search court records, look up your driving record, or file paperwork on your behalf.
Any details you were unsure about during booking If you guessed on a field during booking (the court, the violation type), let your attorney know. They can correct it early before it becomes a problem.
Your expectations and priorities Tell your attorney what matters most to you. For example: "I need to keep this off my record for insurance reasons" or "I cannot appear in court under any circumstances" or "I am a CDL driver and my career depends on the outcome." The more your attorney knows about your priorities, the better they can represent you.
Your story — what actually happened This is your chance to explain the circumstances of your ticket or charge. Stick to the facts and include relevant details that could help your attorney build a defense: it was dark, the speed limit sign was hidden behind a tree, you borrowed an unregistered car from a friend, the officer was aggressive, you were unfamiliar with the area. Leave out emotions and opinions — focus on what happened, where, and when.
Who you are Give your attorney a brief picture of your personal situation. Are you a student working part-time to make ends meet? A single parent? A CDL driver whose career depends on a clean record? A disabled person who relies on driving for independence? Courts and prosecutors sometimes take personal circumstances into account, and your attorney can only use this information if you share it.

Tip:

Send everything in one or two messages rather than a long thread of short messages. Your attorney and their staff are more likely to respond quickly to a clear, organized message than to 15 separate one-liners.

How to write messages that get clear answers

The way you write your messages can make a real difference in how quickly and clearly your attorney responds.

Ask questions, not statements

Attorneys are trained to respond to questions and concerns. If your message reads as a statement, your attorney may not realize you are expecting a reply.

Statement (may not get a response): "My court date is next week."
Question (will get a response): "My court date is next week — is there anything I need to do to prepare?"
Clear concern (will get a response): "My court date is next week and I am worried. Should I be concerned?"

Be specific

The more specific your question, the more useful the answer.

Vague: "What's going on with my case?"
Specific: "Has the court set a hearing date yet? And do you know whether I will need to appear in person?"

One message, multiple questions — that is fine

If you have several questions, include them all in a single message. Number them if it helps. Your attorney can answer each one in order.

When to expect a response

OTR's service-level agreement with partner firms requires a response within 1–2 business days. In practice, the vast majority of attorneys respond within hours.

A few things to keep in mind:

Attorneys spend most of their day in court Phones and devices are typically not allowed in courtrooms. Most attorneys respond early in the morning or in the late afternoon, after court hours.
Weekends and holidays are not business days Courts are closed and firms may not respond to messages over the weekend. If you send a message on Friday evening, give your attorney until end of day Tuesday.
Silence during a waiting period is normal Cases can take weeks or months to resolve. If there are no updates to report and no pending court dates, your attorney may not have anything new to share. That does not mean they have forgotten about your case. If you have a specific question, ask it — but do not mistake silence for inaction.

If 2 business days have passed and you have not received a response to a clear question or concern, see What to do if your attorney isn't responding.

Invite others to follow your case

After booking, you can invite case participants to your case. Case participants can:

View all case details
Receive all notifications
See the case chat
Communicate directly with the law firm

This is useful for:

Parents who want to follow a teenager's case (a Fastlane Teen member can invite their parents)
Spouses or partners who want to stay informed
Anyone you trust who you want to have visibility into the case

To invite a case participant, open your case in the app and follow the steps to add them.

What NOT to do

Do not communicate exclusively outside the case chat Even if you communicate with your attorney via phone or email, it’s a good practice to summarize the conversations and important decisions in the case chat.
Do not wait until the last minute to share important information If you have a detail that could affect your case — a prior offense, an accident, a CDL license, a court date change — share it immediately. Surprises hurt your case.
Do not send duplicate messages across multiple channels Sending the same message in the case chat, by email, and by phone creates confusion. Pick one channel — the case chat — and use it.
Do not panic if you do not hear back right away Your attorney is likely in court. Give them time to respond before escalating. The 2-business-day window is the benchmark.

You always have a team behind you

The case chat is your primary communication channel, but you are never limited to it. If something is not working — your attorney is unresponsive, you have an urgent concern, or you need help with anything — contact OTR's support team. We monitor every case and can step in when needed.