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Law firm receptionist phone script template (copy and paste)

InfiVoice ยท 2026-11-14

A good law firm phone script does four things in under two minutes: it sounds warm, collects the facts the attorney needs, spots urgent matters, and books the consultation. Copy the script below, adapt the bracketed parts, and use it with a person or with an AI voice agent.

Before you copy it

Decide three things first. Which practice areas you take, which ones you refer out, and who handles urgent calls. A script only works when the receptionist knows what happens next after every answer.

One rule belongs at the top of every legal script. The person answering gives no legal advice and does not promise that the firm will take the case. They collect information and book the next step with the attorney.

1. Greeting

Say it the way you would say it in person. Short and clear.

> "Thank you for calling [Firm Name], this is [Name]. How can I help you today?"

After hours, say so and still be useful.

> "Thank you for calling [Firm Name]. Our office is closed right now, but I can take your details and get you on the attorney's calendar. How can I help?"

2. First questions

Get the basics before anything else, in case the call drops.

> "Can I have your full name, please?"

> "What is the best phone number to reach you, and is it okay to leave a message there?"

> "Is there an email where we can send confirmation?"

3. Qualification questions

Keep these short and neutral. Let the caller talk.

> "Can you tell me briefly what happened, or what you need help with?"

> "Which area does this fall under, for example family, immigration, injury, business or criminal?"

> "Is this a new matter, or are you already a client with us?"

> "Is there a deadline, a court date or a letter you received that we should know about?"

> "Is there another party involved? I ask so the attorney can check for conflicts before you speak."

Note the answers in the caller's own words. Do not summarize in legal terms.

4. Urgent calls

Write down your own urgent list and put it on one page. Typical examples are an arrest or detention, a hearing in the next few days, a restraining order, or a deadline that is about to pass.

> "That sounds time sensitive, so I am going to flag it for the attorney right now. Can you confirm the best number to reach you in the next hour?"

If someone is in immediate danger, the script should tell them to hang up and call 911 (or the local emergency number). Never try to handle an emergency as an intake call.

5. Practice areas you do not handle

> "That is outside what our attorneys handle, so I do not want to waste your time. Would you like a referral suggestion, or the number of your local bar association referral service?"

Only share referral names you have chosen on purpose.

6. Booking the consultation

> "I can offer you [Day, Time] or [Day, Time] for a consultation with [Attorney or Team]. Which works better?"

> "It will be [in person at our office / by phone / by video]. You will get a confirmation by [text / email] with the details."

> "Is there anything you should bring, like documents, letters or notices you have received?"

State your consultation fee policy only if it is true and fixed, for example whether the first call is free or paid. If it varies, say the attorney will explain it on the call.

7. Confidentiality line

> "What you tell me is kept confidential inside the firm. For the attorney to advise you, they will talk with you directly at the consultation."

Use wording your firm has approved. Check your state rules with your own counsel or bar guidance.

8. Goodbye

> "Thank you, [Name]. I have you down for [Day, Time]. If anything changes before then, call us at [number]. Take care."

Run this script as an AI voice agent with InfiVoice

You can turn this exact script into a voice agent that answers every call, including after hours.

Start with the call flow. In the flow builder, paste the greeting, then add the questions in order. Mark the urgent list as a branch that hands the call to a person or flags the matter for the attorney.

Then add a knowledge base with your practice areas, areas you refer out, office address rules, consultation format and hours. InfiVoice answers from that content instead of guessing. Connect your calendar so consultations land on the attorney's schedule.

Finally, test by calling it. Try an urgent case, an out of scope case and a caller who changes their mind. Fix the flow, then go live.

InfiVoice bills in credits and one credit equals 60 seconds of call time. The Free plan includes 100 credits, enough to build and test the script. Pro costs $79 per month with 250 credits.

Frequently asked questions

Should the receptionist ask about the facts of the case?

Ask for a short description, enough to route the call and check for conflicts. Leave detailed questions to the attorney.

Can an AI voice agent give legal advice?

It should not. Design the flow so it only collects information, answers questions about your firm and books appointments, and hands urgent matters to a person.

How long should the intake call be?

Aim for the shortest call that gets the contact details, the topic, any deadline and a booked time.

Can I try this without paying?

Yes. The Free plan includes 100 credits.

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