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Working effectively with virtual receptionists—especially legal-specific ones like those at Answering Legal—requires clarity, consistency, and a bit of strategy. Here are top tips to help law firms get the most out of the service:

1. Define Clear Call Protocols

Start by specifying how calls should be handled:

• When should a call be transferred?
• What qualifies as a new lead?
• Should existing clients be routed differently?
• Who receives what type of message?

The more precise your instructions, the better your receptionists can act like an extension of your team.

2. Customize Your Legal Intake Script

Answering Legal allows full customization. Tailor intake questions to your practice area (e.g., “Were you injured at work?” for personal injury) and keep it efficient. Prioritize only the questions you truly need to qualify the lead.

3. Use Message Tagging and Routing

Segment your call responses—new clients, current clients, urgent calls, etc.—and tell the service who should be notified in each case. This avoids bottlenecks and improves response times.

4. Regularly Review and Adjust Protocols

Check how calls are being handled after your first few weeks. Are messages complete? Are you getting too many transfers or not enough? Use this feedback to fine-tune your setup with the Answering Legal team.

5. Communicate Availability Clearly

Keep your receptionist team updated on:

• Office closures or holidays
• Attorney schedules (who’s on-call)
• Temporary changes to transfer rules

The more they know, the smoother your service runs.

6. Leverage CRM Integrations

Set up your Answering Legal account to feed intake data into your CRM. This saves time, ensures no leads fall through the cracks, and streamlines follow-up.

7. Train Your Team to Use the App

Use Answering Legal’s mobile app to access real-time messages, review call details, and communicate quickly with new leads. Ensure everyone in your firm who needs notifications has the app and knows how to use it.