Law firm receptionist script
Legal intake is about details and deadlines. A strong law firm script gathers the type of matter and the other parties for a conflict check, spots court dates and filing deadlines early, and is careful never to give legal advice. This example is for a fictional small law firm.
Example for a fictional business. Replace every [placeholder] with your own prices and policies.
Receptionist script: Harbour & Lane Law
1. Greeting
During business hours: "Good day, thank you for calling Harbour & Lane Law. This is [name]. How can I help you today?" After hours: "Good day, thank you for calling Harbour & Lane Law. Our office is closed right now. Our hours are Monday to Friday 9 am to 5 pm. I can still take your request and make sure the team gets back to you. How can I help?" Please note: I'm not able to give legal advice. A lawyer will review your matter with you.
2. Identifying the caller's need
"Thank you. So I can help, can you tell me a little more?" • Can I get your name and the best number to reach you? • Have you worked with us before? • Could you tell me the type of legal matter, any upcoming deadlines, and the other parties' names for a conflict check? • Is this urgent, or can it wait for a regular appointment? Our services: family law, real estate closings, wills and estates.
3. Answers to common questions
Q: Do you offer free consultations? A: [Consultation policy and fee]. I can book one for you. Q: What areas of law do you practise? A: We handle family law, real estate closings, wills and estates. If your matter falls outside that, we can [referral policy]. Q: How much will my case cost? A: That depends on the matter. The lawyer explains fees at your consultation. [Billing structure]. Q: Can I speak to a lawyer right now? A: The lawyers are [with clients / in court]. I'll take your details and mark it as a priority if there is a deadline. Q: What should I bring to my consultation? A: Please bring [documents, letters, contracts, court papers] related to your matter. Replace every [placeholder] with your own prices and policies before using this script.
4. Booking an appointment
I'll take a few details and someone from Harbour & Lane Law will call you back to confirm a time, usually within [callback time]. Can I get your name, the best number to reach you, and the type of legal matter, any upcoming deadlines, and the other parties' names for a conflict check? When is the best time to call you back?
5. Urgent and emergency calls
Urgent situations for Harbour & Lane Law: a court date or filing deadline within days, an arrest, a served claim with a short deadline. "I understand. Thank you for letting us know. I'm marking this as urgent." • Confirm name, number and address. • [Transfer the call to the on-call person: number] or send the team an immediate alert. • "Someone from our team will call you back as soon as possible. Please keep your phone nearby." • Never promise an exact arrival time.
6. Taking a message
"The person you're looking for isn't available right now. I'd be happy to take a message." • Name • Best callback number • Reason for the call • Best time to call back "Thank you. Let me read that back to make sure I have it right: [repeat details]. I'll pass this on right away."
7. Closing
"Is there anything else I can help you with today?" "Thank you for calling. Goodbye."
8. Voicemail greeting
"You've reached Harbour & Lane Law. We can't take your call right now. Our hours are Monday to Friday 9 am to 5 pm. Please leave your name, number and the reason for your call, and we'll call you back as soon as we can. Thank you!"
Make your own law firm script
Other templates: HVAC · Plumbing · Dental · Salon and spa · Real estate
What makes a good receptionist script
A phone script is not there to make your team sound robotic. It is there so every caller gets the same good experience, whether they call at 10 am on a Tuesday or 9 pm on a Saturday. The best scripts share four qualities.
Clarity. Short sentences, plain words and one question at a time. Callers should always know who they reached and what happens next.
Empathy. Many people call because something has gone wrong. A simple "I'm sorry you're dealing with that" before the questions makes the rest of the call easier.
Qualification. Ask for the details your team actually needs: name, number, address and what the job or visit is about. Asking the same questions every time means fewer callbacks just to fill in gaps.
A clear next step. Every call should end with something concrete: a booked time, a promised callback window or a link sent by text. "Someone will be in touch" is not a next step.
Script examples by industry
HVAC. "Thanks for calling. Is the system not heating at all, or just not keeping up? And can I get the service address?" If there's a gas smell, the script tells the caller to leave the home and call 911 or the gas utility first. More on hvac calls.
Dental. "I'm sorry you're in pain. Is there any swelling in your face or jaw?" Swelling and severe pain go straight to the clinical team, and the receptionist reminds callers they can't give medical advice. More on dental calls.
Law. "So we can check for conflicts, may I have the names of the other people involved? And is there a court date or deadline coming up?" Deadlines within days are flagged as a priority callback. More on law calls.
Salons & spas. "Today is full, but I can add you to our cancellation list, or I can text you our booking link to pick another time." Quick, friendly and always ending in a booking. More on salons & spas calls.
Mistakes to avoid on business calls
- Quoting prices you haven't approved. Leave placeholders and fill them with your real prices, or have the receptionist offer a quote instead.
- Giving advice outside the role. Receptionists should not diagnose equipment, give medical advice or interpret the law. Route those questions to qualified people.
- Promising exact arrival times. Promise a callback window instead, and let the technician confirm the time.
- Letting calls end in voicemail with no follow-up. Many callers won't leave a message. Return missed calls quickly, or use a receptionist that answers every time.
- Never updating the script. Hours, services and prices change. Review your script every few months.
Curious what an unanswered phone costs you? Try the missed call cost calculator, or see how an AI receptionist uses a script like this on every call.