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Answering Legal ensures your firm delivers the right experience to every caller by distinguishing between new potential clients and existing clients or contacts. Here's how we do it:

1. Custom Call Scripting

Each account includes a fully customized call script. This script typically begins with a screening question such as:
“Have you worked with our firm before?”
or
“Is this your first time calling [Firm Name]?”
This immediately helps our receptionist route the call appropriately.

2. Handling New Clients

If the caller is a new client, our receptionist will:

• Follow your custom legal intake process, asking specific questions you’ve pre-approved.
• Gather critical contact and case information.
• Send you a message with all details or transfer the call (if you're using screen and transfer).
• Ensure the client receives a warm, professional first impression.
  We also let the potential new client know next steps; when and who they can expect to hear from regarding their inquiry.
  All of the intake information is sent to your CRM.
  We can schedule appointments for consultations and followups using your calendar.

This helps you capture more leads and prioritize potential cases.

3. Handling Existing Clients

If the caller is already a client or another known contact:

• The receptionist will follow your instructions—e.g., take a message, route to a specific staff member, or inform the caller when they can expect a callback.
• We do not perform a legal intake unless instructed otherwise for updates or new matters.
• We also provide information on next steps. Usually this means notifying the caller when they can expect to receive a call back from the denoted member of your firm.

4. Differentiation Methods

• Custom greetings: You can include firm-specific identifiers or filters.

5. Flexible Protocols

You can define:

• How new leads are prioritized.
• What to do if an existing client has an urgent matter.
• What information you want in messages for each type of call.