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Absolutely. Answering Legal is built to be fully customizable to match your firm’s workflow, tone, and practice needs. From how we greet your callers to how we route messages and book appointments, nearly every part of the service can be tailored.

What You Can Customize

Call Greeting & Scripting

• Custom firm name and greeting language
• First questions asked (e.g., new vs. existing client)
• Tone preferences: formal, friendly, urgent, etc.

Legal Intake Questions

• Different question sets for different practice areas
• Required vs. optional fields
• Fields that trigger urgency or transfers

Call Routing & Transfers

• Define what types of calls should be transferred live
• Who should get transferred calls (you, assistant, paralegal)
• Time-based or condition-based transfer rules

Message Delivery

• Choose between email, text, mobile app, or all three
• Customize what details are included in messages
• Create routing rules based on practice area, urgency, or contact

Appointment Scheduling

• Link to your firm’s calendar (Google, Outlook, Clio, etc.)
• Set availability windows
• Limit appointment types (e.g., consults only)
• Block certain days/times

CRM & Integration Preferences

• Integrate with Clio Grow, Lawmatics, PracticePanther, and more
• Choose where new leads and intakes should populate
• Add tags, notes, or status labels to synced entries

Bilingual Call Handling

• Automatically route Spanish-speaking callers to bilingual agents
• Customize intake and scripts in both English and Spanish
• Messages always delivered to you in English

How to Submit Customization Requests

• During Onboarding: Most preferences are set upfront.
• Any Time After: Email our support team or use the app portal to request changes.
• Response Time: Most updates go live within 24–48 hours.

Why Customization Matters

Tailored call handling means:

• More relevant leads
• Happier callers
• Better use of your time
• A front office that feels in-house