What should a legal intake call do?
A good intake call collects the caller's name, a way to reach them, the type of matter and the key dates, then books a call-back with the right person. It does not answer legal questions and it does not promise a result.
Most missed intake is not a lost client. It is a client who called after hours, reached a voicemail and called the next firm on the list.
“A good first call gathers the facts. It does not give the advice.”
Which questions should every caller answer?
Ask for the full name, the best number and email, and how the caller heard about the firm. Then ask a short set of matter questions: what happened, when it happened, whether there is a deadline, and whether anyone else is involved.
Keep the questions the same for every caller. A fixed script makes the notes comparable and makes it easier to find the urgent cases quickly.
What must the receptionist never promise?
An automated receptionist should not give legal advice, estimate a case value or confirm that the firm will take the matter. It should say that an attorney will review the details and call back.
Conflict checks and fee discussions belong to a person. The receptionist should record the names involved and flag the call, so that the right person handles the next step.
How do you test it before you rely on it?
Run five test calls: a new injury, a family matter, a caller who asks for a price, an existing client and a wrong number. Check that each summary reaches the intake team with the facts in the right order.
Remute answers in English or Spanish, sends a summary after each call and lets you start with the free plan of 30 minutes a month.