Legal Client Intake Script Template for Law Firms

Client intake is the front door of every law firm. The quality of that first interaction determines whether a prospective client books a consultation or moves on to another firm. A well designed intake script ensures that every caller receives a professional, consistent experience while your team gathers the information attorneys need to evaluate the case.

Why Your Firm Needs an Intake Script

Without a script, intake quality depends entirely on who answers the phone. One assistant might ask all the right questions. Another might miss critical details or inadvertently provide legal advice. A script standardizes the process so that every call follows the same structure regardless of who handles it.

This consistency matters for three reasons. First, it ensures that attorneys receive complete, usable intake information for every new lead. Second, it protects the firm from ethical risks by keeping non attorney staff within appropriate boundaries. Third, it improves conversion rates because callers feel heard and guided through a clear process.

Core Components of a Legal Intake Script

Opening and Rapport

The first thirty seconds set the tone. Your script should include a professional greeting that identifies the firm, the assistant's name, and a warm invitation to share their situation.

Example: "Thank you for calling [Firm Name]. My name is [Assistant Name], and I am here to help you get started. Can you tell me a little about what is going on?"

This opening is simple, professional, and non threatening. It invites the caller to share their story without pressure.

Qualifying Questions

After the caller describes their situation, the assistant asks a series of qualifying questions specific to your practice area. These questions help the attorney evaluate the case before the consultation. For a personal injury firm, the questions might include:

When did the accident occur? What type of accident was it? Were you treated by a medical provider? Have you spoken with the insurance company? Do you have an attorney already?

For a family law firm, the questions would be different: Are you married? Do you have children? Have any court documents been filed? Is there a history of domestic violence?

Tailor your qualifying questions to the cases you want to accept. The goal is to gather enough information for the attorney to make a preliminary assessment.

Information Collection

Once the case passes initial screening, the assistant collects the caller's contact information and any additional details needed to schedule a consultation. This includes full name, phone number, email address, preferred contact method, and availability for an appointment.

Setting Expectations

Before ending the call, the assistant should clearly explain what happens next. Will an attorney call them back? Is a consultation being scheduled now? Is there a fee for the consultation? How should they prepare?

Example: "I have all the information I need to get you scheduled. You will meet with [Attorney Name] on [Date] at [Time]. Please bring any documents related to your case, including police reports, medical records, or insurance correspondence."

Closing

End the call with a professional, reassuring close. Example: "Thank you for calling [Firm Name]. We look forward to meeting with you, and please do not hesitate to call back if you have any questions before your appointment."

Tips for Training Virtual Assistants on Intake

Practice with role play. Have your assistant rehearse the script with a team member playing the caller. Practice different scenarios including difficult callers, callers who want legal advice, and callers whose cases fall outside your practice areas.

Teach the boundaries. Virtual assistants must understand that they cannot provide legal advice, predict outcomes, or comment on the merits of a case. Train them to redirect these requests with responses like "That is a great question for the attorney, and I will make sure they address it during your consultation."

Track and improve. Record intake data and review it regularly. Are callers converting to consultations? Are attorneys receiving complete information? Use this data to refine your script over time.

How DocketHire Supports Legal Intake

DocketHire virtual assistants are trained in legal intake best practices before they ever answer a call for your firm. We work with you to customize the intake script for your practice area and ensure that your assistant delivers a professional, compliant experience on every call. If intake is consuming too much of your time, our team is ready to help.