Law firm intake call script
A ready-to-use intake script for the person answering your firm's phone: greeting, conflict-check details, case questions, urgent matters and the after-hours message.
Your business: phone script
Greeting
“Thank you for calling [Business name], this is [your name]. How can I help you today?”
Smile when you answer: it can be heard. Get the caller's name early and use it once or twice.
New clients
“Happy to help. Is this your first time contacting [Business name]?”
Then ask, in a natural order:
• May I have your full name and the best number and email to reach you?
• What type of legal matter is this about? (for example family, personal injury, business, criminal, estate, immigration)
• Who are the other people or companies involved? We need their names to run a conflict check before an attorney can speak with you.
• When did this happen, and is there a court date or deadline coming up?
• Have you spoken with another attorney about this matter?
• How did you hear about our firm?
Next step: take their preferred days and times, and let them know we'll confirm by the same business day.
“Thank you, [name]. We look forward to seeing you.”
Existing clients
“Of course. May I have your full name and the best number to reach you?”
“And what is this about?”
If the person they need is available, transfer the call. If not, take a message (format below) and say:
“I'll make sure they get this. You can expect a call back the same business day.”
Booking & rescheduling
To book: take their preferred days and times, and let them know we'll confirm by the same business day.
To reschedule or cancel: confirm the caller's name and the consultation they have, offer two alternative times, and confirm the change back to them.
Always repeat the final day, date and time before ending the call.
Urgent calls
Treat it as urgent if the caller mentions:
• a court date or filing deadline in the next few days
• someone who has just been arrested or detained
• a protective order or a safety concern
• an existing client in the middle of a hearing or closing
Then: transfer the call to the on-call person straight away.
“I understand this is urgent. I'm getting this to the right person now.”
Billing questions
Take the caller's name, account or invoice number and question, and pass it to whoever handles billing.
Don't take card numbers over the phone unless you have a secure way to process them.
Sales calls & spam
“Thanks for calling. The best way to reach the right person is by email. May I take your name, company and email?”
Don't transfer sales calls, and don't confirm who makes buying decisions.
Message format
Every message has: caller name · phone · email (if given) · new or existing client · reason for the call · urgent yes/no · best time to call back · time of call.
Never
• Give legal advice or say whether they have a case
• Promise that the firm will take the matter before the conflict check
• Quote fees unless the firm has given you its standard consultation fee
• Discuss one client's matter with anyone else
After-hours message
“Thank you for calling [Business name]. Our office is open Monday to Friday, 9am to 5pm. If this is urgent, please stay on the line or press 1 and we'll get your message to the on-call person. Otherwise, please leave your name, number and a short message, and we'll call you back the same business day.”
Voicemail greeting
“You've reached [Business name]. We're sorry we missed you. Please leave your name, number and the reason for your call, and we'll get back to you the same business day.”
Ask for the other parties' names early in the call. A conflict check before the consultation saves the attorney's time and protects the firm.
Your own numbers, nothing assumed.
Why every law firm needs a phone script
For a law firm, the first call is intake. A missed or badly handled call is often a client who rings the next firm on the list. A good intake script captures what an attorney needs to decide whether to take the matter: the caller's details, the other parties for a conflict check, the type of matter, key dates and deadlines. It also makes sure the person on the phone never gives legal advice. Adjust the questions to your practice area, then copy or print the script.
Scripts for your industry
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Questions
What questions should legal intake ask?
Contact details, the type of matter, the names of the other parties (for the conflict check), key dates and deadlines, whether they've spoken with another attorney, and how they found the firm. Practice areas add their own: injury date and insurance for personal injury, the county and children's ages for family law, and so on.
Can a receptionist tell a caller whether they have a case?
No. Anyone who isn't an attorney should avoid anything that sounds like legal advice. The script gives a standard line: an attorney will review the details and get back to them.
Should law firms answer calls after hours?
Many potential clients call in the evening or right after something happens. A short after-hours script, or an answering service that follows it, lets the firm capture those calls and flag the urgent ones, like arrests or court deadlines.