Help center

Building a strong legal intake process is one of the most important things a law firm can do to improve client experience, increase conversions, and run more efficiently. Here's a proven, strategic approach:

1. Map the Client Journey

Start by visualizing how a potential client moves from calling your firm to becoming a paying client. Identify:

• Where the first interaction happens (call, form, referral)
• What information you need to collect
• What happens next (follow-up, consultation, contract)

2. Define What You Need to Know

List the critical details required to qualify and serve a client:

• Basic Info: Name, phone, email
• Case Details: Practice-area-specific questions (e.g., "When did the injury occur?")
• Urgency: Any time-sensitive or safety-related concerns
• Referrer Info: How they heard about your firm

3. Standardize Intake Scripts

Create scripts for your intake team or virtual receptionists:

• Friendly, consistent greetings
• Logical question flow
• Clarifying questions for vague answers
• Built-in decision points (e.g., "Is this case type one we handle?")

With Answering Legal, these scripts can be fully customized for receptionists to follow every time.

4. Integrate With Your CRM

Avoid double entry and lost details by connecting your intake process with tools like Clio Grow, Lawmatics, or MyCase. Answering Legal can automatically push new lead data into your system, ready for follow-up.

5. Train for Empathy and Accuracy

Your intake process isn’t just about collecting data—it’s about trust. Ensure anyone handling intake (internal or virtual) is:

• Empathetic and patient
• Trained in legal-specific communication
• Able to spot red flags or high-priority cases

6. Establish a Follow-Up Protocol

After the intake:

• Who contacts the client?
• Within what time frame?
• What’s the next step (consultation, retainer)? Create a follow-up checklist and assign responsibility.

7. Measure and Optimize

Track key intake metrics:

• Call-to-consult rate
• Intake-to-hire rate
• Average response time Review monthly to find and fix bottlenecks.