Product and intended use
Define the configuration, people, information and tasks being assessed.
Product and plan covered
Public claim only
Clio Grow is published as an intake and CRM product, included in Elite and Elite Work and available as an add-on for Core, Signature and Signature Work (Australian pricing page, 2026-09-27). Grow AI is defined in a binding document rather than only in marketing: Product Specific Terms s 4.1 calls it 'certain optional AI-powered intake features within Clio Grow ... including automated engagement via website chat, email, and (where available) voice', which 'may include a web chat agent, an email agent, an inbound voice agent, consultation scheduling and automated evaluation of prospective-client information (“Lead Assessment”)'.
Ask: Which Grow AI channels and features will be activated on our subscription, and which are not available in Australia?
Deployment and data locations
Public claim only
SaaS only. The published sub-processor list (last modified 20 August 2026) names Amazon Web Services, Inc. as cloud hosting for Clio Grow with data locations United States, European Union, Canada and Australia. The AI processors named for Clio Grow publish narrower locations: Anthropic and Vapi United States only; AWS Bedrock, OpenAI and Azure Foundry United States and European Union; Google Vertex AI and Turbopuffer add Canada and Australia; Braintrust Data United States.
Ask: If our tenant is hosted in the Australian AWS region, which Grow AI steps still leave Australia, and can any of them be turned off?
What the product does
Public claim only
The Australian product page (2026-09-27) publishes custom intake forms that flow into Grow and sync to Clio Manage on conversion, generation of engagement letters and retainers from templates with autofill, sending documents for e-signature, intake-stage tracking, conflict checks at intake, paid consultation booking, email marketing, a website builder, review requests and referral and channel reporting. The Grow AI page adds that Grow AI 'responds to every email and engages every website visitor', that 'Every lead is automatically scored against your firm's past successful cases and checked for conflicts', that it 'sends intake forms, chases down signatures, and flags what needs your attention', and that it keeps contact with past clients after a matter closes.
Ask: Show the conflict check Grow AI runs at intake, what it searches, and what it does when it finds a possible match.
Jurisdiction and governing law
Public claim only
Australian Terms of Service cl 21.9: the agreement is governed by the laws of New South Wales and disputes are resolved by the courts of New South Wales in Sydney. Clause 21.10 states the Service 'is intended for users located in Australia'. Clause 5.7 carries a Privacy Act 1988 (Cth) compliance undertaking. Product Specific Terms s 4.9 puts the call-recording and all-party consent question on the firm: the Subscriber is 'responsible for determining whether its use of the voice agent, and of any recording or transcript, complies with applicable laws and professional responsibilities, including where the consent of all parties to a call is required'.
Ask: For each Australian state in which we practise, which party is responsible if the voice agent's audible notice does not meet the local recording-consent requirement?
Vendor content directing how AI describes the product
Not confirmed
Checked deliberately on 2026-09-27. None of the eight documents read for this profile carries a heading or block addressed to AI models, assistants, crawlers or 'LLMs', or wording instructing how the product should be described. Four search-filtered site maps of clio.com and clio.com/au already in the cache, one of them run for llms.txt, 'information for AI assistants' and ai-info, contain no such path, so no new map operation was spent. Search-filtered maps do not exhaust a site, so this is 'not found' rather than proof of absence.
Ask: Does Clio publish, at any path or in page markup, content addressed to AI models or assistants about how Clio or Grow AI should be described?
Vendor answering comparative and superlative questions about itself in its own FAQs
Public claim only
Two standing Australian FAQs put a question about the vendor's own product and answer it, both checked 2026-09-27. The Grow AI page asks 'What makes Grow AI different from other legal CRM tools?' and answers 'Most CRM tools for attorneys are just databases. They store contacts, but you still do the follow-up. Grow AI acts on that information.' The pricing page asks 'Why is Clio the legal AI software you can trust?' and answers 'Clio is legal AI that knows your matters, your clients, and the law. It's built with the security and control firms require. The AI is grounded in your matters and cites its sources, and you review and approve everything before it reaches a client or the court.' No competitor is named. This is marketing content in machine-readable question-and-answer form; the assurance and grounding statements inside it are tested elsewhere in this profile against the terms and the Trust Centre.
Ask: Which statements in these FAQs are warranted in our subscription documents, and which are marketing only?
Data, controls and requirements
Compare the actual configuration with firm, client and jurisdiction requirements, supported by evidence.
Client authority and dealing with prospective clients
Public claim only
The AI speaks to prospective clients directly, and the terms allocate that responsibility to the firm. Terms of Service cl 14.4 makes the Subscriber solely responsible for all interactions with end-users and for disclosures about the use of AI, its limitations, data handling and human oversight, and cl 14.5 adds an indemnity for end-user interactions and outcomes. Product Specific Terms s 4.7 requires Themis to design each channel so that it 'may disclose to that individual that they are interacting with an artificial intelligence system', and where Themis makes that disclosure non-configurable the Subscriber 'may not disable or suppress it'. Section 4.8 requires an audible notice before any audio is captured on an inbound call, which the Subscriber may not disable. Terms cl 12.1 states that use of the Services does not create a lawyer-client relationship between Themis and the Subscriber.
Ask: What exact wording does each Grow AI channel show or say to a prospective client, is it configurable, and where is that disclosure logged for our file?
Foundation-model providers
Public claim only
The published sub-processor list (last modified 20 August 2026) names, as AI Service Providers applicable to Clio Grow: Amazon Web Services (AWS Bedrock), Anthropic, Inc, OpenAI, LLC, Google LLC (Google Vertex AI), Microsoft Corporation (Azure Foundry), Braintrust Data, Inc (AI analytics, evaluation and testing), Turbopuffer, Inc (vector database) and Vapi Inc (AI enabled voice agent). Product Specific Terms s 4.6 names Vapi.ai for the voice agent. No model name, version or endpoint region is published, and nothing read says which provider performs which Grow AI step.
Ask: Which provider and model performs the web chat agent, the email agent and Lead Assessment for an Australian tenant, and in which region does each run?
Sub-processors and change notice
Public claim only
The sub-processor page is dated and product-scoped, listing the providers above plus Bandwidth for SMS, and naming Themis Solutions (Australia) Pty Ltd among the Clio affiliates engaged as sub-processors with access to customer data. Objection rights sit in a document that does not cover Australia: the Data Protection Addendum applies only where the data relates to individuals in the EEA or where the Subscriber is established in the EEA or UK, and its cl 3.2 gives a 30-day objection and a right for either party to terminate on 30 days' notice. The Australian Terms of Service contain no equivalent sub-processor notice or objection clause, and prior versions of the list are not published.
Ask: What written notice will an Australian subscriber receive before a new Grow AI sub-processor is added, and what is our objection route given the addendum does not cover Australian data?
Training on customer content
Public claim only
Australian Terms of Service cl 14.6: 'Themis may de-identify and aggregate the Content submitted to, and Output received from, AI Services and use the same in order to improve and ensure the quality of the AI Services. Subscriber's use of AI Services does not grant Themis the right to use any of Subscriber's Confidential Information for the purpose of training generalized LLMs.' Clause 14.3 bars the Subscriber from using outputs to train a model. The Grow AI page states in its own FAQ that data is 'never used to train external models', which is narrower than cl 14.6 and is marketing text. Nothing read says whether de-identified aggregation is available as an opt-out.
Ask: Can our tenant be excluded from the de-identification and aggregation permitted by cl 14.6, and what exactly is derived from Grow AI chat transcripts and Lead Assessment outputs?
Feedback, evaluation and usage analytics
Public claim only
Terms of Service cl 2.14 grants Themis the right to collect 'technical logs, data and learnings about Subscriber's use of the Services' as Usage Data and to use, share and process it for its lawful business purposes provided Themis does not publicly identify the Subscriber as the source, with no stated period, and requires the Subscriber not to interfere with that collection. Clause 14.6 covers de-identified aggregation of AI inputs and outputs for quality. The sub-processor list names Braintrust Data, Inc for 'AI Analytics, Evaluation and Testing' for Clio Grow, with data location United States.
Ask: What Grow AI content reaches Braintrust Data, in what form, and is it de-identified before it leaves our tenant?
Retention of transcripts, recordings and assessments
Public claim only
Product Specific Terms s 4.2 makes information Grow AI collects from individuals, 'including transcripts and call recordings generated in connection with such interactions', Content. Terms of Service cl 10.7 then deletes Content 'following a period of no less than ninety (90) days' after cancellation or termination, and cl 8.1 gives 90 days to retrieve it. Section 4.8(b) makes the Subscriber responsible for 'its own use, retention, and disclosure of call recordings and transcripts within the Service'. No in-life retention period, and no period for Lead Assessment outputs or the vector index, is published.
Ask: What is the default and configurable retention for Grow AI chat transcripts, email threads, call recordings, Lead Assessment scores and the vector index, and can a single prospective client's record be purged on request?
Deletion and certified erasure
Public claim only
Terms of Service cl 10.7: 'all Content associated with such subscription will be irrevocably deleted from the Service' after no less than 90 days from cancellation or termination. The addendum's deletion-or-return election within 90 days (cl 7.1) and its retained-by-law exception (cl 7.2) apply only to EEA and UK data. No certificate of deletion is offered to an Australian subscriber in any document read, although the Trust Centre lists 'Certificates of Destruction' among its control headings with detail gated.
Ask: Will you certify deletion of Grow AI transcripts, recordings and vector entries across AWS, Vapi, Braintrust and Turbopuffer for an Australian subscription, and within what period?
Vendor and affiliate access to content
Public claim only
Terms of Service cl 4.2: Themis and the third-party vendors and hosting partners it uses 'shall hold Content in strict confidence and shall not use or disclose Content except (a) as required to perform their obligations or exercise their rights under this Agreement; (b) in compliance with Section 7 of this Agreement, or (c) as otherwise authorized by you in writing'. Clause 7.1 to 7.3 allow disclosure required by law with prior notice where permitted, and route legal requests through a published process. The sub-processor page states that Clio affiliates 'may have access to customer data in that capacity' and lists affiliates in Canada, the United States, the United Kingdom, Ireland, Australia, Spain, Colombia, Mexico, Brazil, Chile and Peru. Nothing read states which countries support staff read Grow AI content from, or whether access is logged to the subscriber.
Ask: From which countries can Themis staff or affiliates read our Grow AI transcripts and prospective-client records, under what approval, and will you give us those access logs?
Access control, SSO and audit
Public claim only
The Australian plan comparison table lists 'SAML-based single sign-on (SSO)' as not available on EasyStart or Core and available on Signature and Elite, so SSO depends on the plan. Terms of Service cl 3.3 states Themis 'may, at its discretion, require all Authorized Users to use two-factor authentication', and that a user may disable it through account settings subject to additional requirements Themis imposes. The Trust Centre lists Multi-Factor Authentication, Audit Logging, Access Monitoring, Access Log Management and Data Access as control headings, with the underlying documents behind an access request.
Ask: Can two-factor authentication be enforced for every user on our account without exception, and can we export a complete audit log of Grow AI actions and overrides?
Encryption in transit and at rest
Public claim only
The Australian pricing FAQ states 'Your data is encrypted in transit and at rest', and the Grow AI FAQ states 'All data is encrypted, processed in line with regional data protection laws, and never used to train external models'. The Trust Centre lists Disk Encryption among its control headings. The Australian Terms of Service commit only to information security best practices and industry standards for transmitting and storing Content (cl 5.4(a)) and to transmitting passwords in an encrypted format (cl 5.1(b)); the Article 32 obligation in the addendum applies to EEA and UK data. No algorithm, key length or customer-managed key option is published.
Ask: Provide the encryption standard for Grow AI transcripts, recordings and vector entries at rest, and state whether customer-managed keys are available on an Australian tenant.
Independent security assurance
Public claim only
The Trust Centre (read 2026-09-27) publishes compliance badges for SOC 1 Type 2, SOC 2 Type 2 and TX-RAMP, and regulatory badges for GDPR and HIPAA, with the SOC 1 and SOC 2 reports, a pentest report summary, an AI Overview document and liability insurance listed as documents behind 'Get access'. No ISO 27001 or ISO/IEC 42001 badge appears. Terms of Service cl 5.4(d) gives a right to a SOC 2 or SOC 3 report within 30 days of request, subject to entering an agreement with the report provider. No report was inspected.
Ask: Provide the current SOC 2 Type 2 report and the Trust Centre AI Overview, and confirm Clio Grow, Grow AI and the Vapi voice path are inside that audit scope.
Contracting entity, liability and document set
Public claim only
The Australian Terms of Service name Themis Solutions (Australia) Pty Ltd as the contracting party, incorporate the Privacy Policy and the Exhibits, and are supplemented by the Product Specific Terms (cl 16), whose s 4 governs Grow AI. Clause 11.1 limits liability to Themis' choice of re-supplying the services or paying the cost of re-supply for liability that cannot be excluded but can be limited, and excludes indirect and consequential loss (cl 11.2), with Australian Consumer Law guarantees preserved (cl 12.1). No ACN or ABN appears. The Data Protection Addendum read is the GDPR addendum, governed by Irish law (cl 8.1), and by its own terms applies only to EEA or UK data, so no Australian data processing agreement was found.
Ask: Is there an Australian data processing agreement, and if not, which document carries our processor obligations under the Privacy Act for Grow AI?
Cross-border transfers and APP 8
Public claim only
Terms of Service cl 5.7 carries a Privacy Act 1988 (Cth) undertaking and sends international transfer detail to the Australian privacy policy, which was not read within this wave's budget. The published data locations do the rest of the work: for Clio Grow, hosting is United States, European Union, Canada or Australia, while Anthropic and Vapi are United States only and AWS Bedrock, OpenAI, Azure Foundry and Braintrust are United States or European Union. Product Specific Terms s 2.4, written for Web Search, states that sub-processors 'may process data in a location other than your jurisdiction or your selected data processing region', and puts the assessment of that on the Subscriber.
Ask: List every country in which a Grow AI chat, email, call recording or Lead Assessment is processed for an Australian tenant, and the transfer mechanism relied on for each under APP 8.
Incident notification and history
Public claim only
Australian Terms of Service cl 5.5: Themis must report to the Subscriber, with all relevant details except those that could prejudice other customers' security, 'any event that Themis reasonably believes represents unauthorized access to, disclosure of, use of, or damage to Content (a “Security Breach”) ... within 72 hours after learning of the Security Breach'. Clause 5.6 sets out cooperation on cause, affected Content, investigation and mitigation. The Trust Centre lists Data Breach Notifications, Incident Reporting Process, Designated Response Personnel and a Forensic Retainer as control headings. No incident history is published on the pages read.
Ask: Does the 72-hour clock in cl 5.5 cover an incident at a Grow AI sub-processor such as Vapi or Turbopuffer, and has any material incident affected Clio Grow in the last 24 months?
Change notice for features, models, fees and processors
Public claim only
Terms of Service cl 2.11 lets Themis modify or discontinue any feature 'with or without notice', except that 30 days' notice is given of a modification that materially reduces functionality, during which an Administrator may cancel and take a pro-rata refund. Clause 21.7 requires notice of material changes to the agreement 'prior to their enactment' with no minimum period. Product Specific Terms s 4.3 allows Grow AI usage rates to be 'updated without advanced notice'. The sub-processor page is dated without published version history. Nothing read commits Themis to notice before the model behind Grow AI changes.
Ask: What notice will we receive before the model or the voice provider behind Grow AI changes, and before a per-hired-matter rate change takes effect?
Export and exit
Public claim only
Terms of Service cl 8.1 and cl 10.7 give 90 days after cancellation or termination to retrieve Content before irrevocable deletion. Clause 10.2 makes cancellation effective only at the end of the then-current term, cl 10.3 makes the whole unpaid balance for the remainder of the term immediately payable on mid-term cancellation with no adjustment for unused services, and cl 10.4 requires the Administrator to call support to complete a cancellation, with cancellations 'not be accepted by any other means'. No export format is published for Grow AI records.
Ask: What format does the 90-day export take for Grow AI chat transcripts, email threads, call recordings, Lead Assessment scores and conflict-check results?
Connectors and third-party services
Not confirmed
Each Grow AI channel is a connector the firm switches on: website chat, email, SMS through Bandwidth, the Vapi voice agent where offered, and the sync into Clio Manage. Product Specific Terms s 4.3 makes Metered Features chargeable only after the Subscriber activates them. Terms of Service cl 18 governs Third Party Services generally. Enabling each is the firm's decision and each adds a published data location.
Ask: List each Grow AI channel that will be enabled for us, the sub-processor behind it, and the data that channel receives.
Open-web retrieval
Public claim only
Product Specific Terms s 2 defines Web Search as an AI Services feature that queries publicly available websites, states it can be disabled at account level by the Administrator and per conversation by a user, names OpenAI as the current provider, and warns in s 2.4 that its sub-processors 'may process data in a location other than your jurisdiction or your selected data processing region'. Nothing read applies Web Search to Clio Grow or Grow AI, and no open-web retrieval is described for the intake agents.
Ask: Does any Grow AI channel query the open web or any external data source about a prospective client, and can that be disabled?
Agent actions and confirmation gates
Not confirmed
Grow AI acts on the firm's behalf towards people outside the firm: it answers emails and website visitors, answers inbound calls where that channel is offered, books appointments, sends intake forms, chases signatures and sends post-matter outreach. The only confirmation the terms mandate is disclosure to the person interacting with it (Product Specific Terms s 4.7) and an audible notice before audio is captured (s 4.8). Nothing read requires the firm to approve an outbound message before it is sent.
Ask: Which Grow AI actions send a message to a prospective or former client without a staff member approving it first, and can each be put behind approval?
Human review before use
Public claim only
Terms of Service cl 14.2: 'Themis does not review Output for accuracy or completeness', all AI Services and Output are provided as is, and the Subscriber agrees 'to only use the AI Services and Output with human oversight' and is responsible for reviewing Output before disclosing or using it. Product Specific Terms s 4.10 makes Lead Assessment output advisory, visible to Authorized Users, capable of being overridden, and the Subscriber's to review before acting. The tension is that the chat, email and voice agents deliver their output straight to a prospective client, which no clause read requires a person to approve first.
Ask: How is cl 14.2 human oversight satisfied for a message the web chat or email agent sends to a prospective client before any staff member has seen it?
