Too long
The caller answers questions nobody uses.
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LAW FIRM INTAKE SCRIPT
A good intake script is a decision tree, not a speech.
Your receptionist should sound human while still following a reliable process. The script should guide the conversation toward the right next step without forcing every caller through identical wording.
THE RULE
Script the decisions. Do not over-script the conversation.
Define what needs to happen, what must be asked, and when the path should change.
THE CALL FLOW
Eight stages of a strong law-firm intake conversation.
01Open
Thank the caller, identify the firm, and create a calm, professional start.
02Identify
Find out whether the caller is a new lead, existing client, vendor, opposing counsel, or another caller type.
03Understand
Ask what they are calling about in their own words before jumping into a checklist.
04Qualify
Ask the matter-specific questions your firm actually uses.
05Check urgency
Look for defined deadlines, hearings, arrests, safety concerns, or other escalation triggers.
06Choose the next step
Book, transfer, escalate, decline, or capture a message according to firm rules.
07Confirm
Repeat the appointment or next step so the caller knows exactly what happens now.
08Document
Record the details so your team does not make the caller start over.
WHAT TO SCRIPT EXACTLY
Some parts should be precise.
- Required disclosures
- AI identification
- Appointment rules
- Escalation triggers
- Statements the agent must never make
WHAT SHOULD STAY FLEXIBLE
Other parts should sound like a conversation.
- Transitions between questions
- Clarifying follow-ups
- How the caller describes the problem
- Natural acknowledgments
- Routine process explanations
COMMON SCRIPT FAILURES
Where intake scripts go wrong.
Too rigid
The receptionist keeps reading instead of listening.
No branching
Every caller gets the same questions regardless of matter type.
No next-step rules
Information is collected but the call still ends with “someone will get back to you.”
Bring us the script you have—even if it is messy.
We can turn the real decision-making behind it into a FirmVoice call flow.