I'm currently in the process of selecting live chat software for my legal website and would appreciate some advice on what features are essential. Given the nature of law firm lead generation services, confidentiality and compliance are top priorities, but I also want to ensure a smooth and efficient user experience.

Key aspects I'm considering include robust security measures, integration with existing case management systems, and user-friendly interfaces for both clients and staff. Additionally, automated response capabilities and 24/7 availability could be beneficial.

If anyone has experience with live chat software in a legal context, I'd love to hear your insights on must-have features and any potential pitfalls to avoid. What has worked well for you, and what should I be wary of?