Help center

1. How does Answering Legal handle new vs. existing clients?

When a call comes in, our receptionists ask qualifying questions to determine if it’s a new client or an existing one. You tell us what defines a "new client" for your firm, and we tailor the script accordingly.

• New clients receive full intake and message delivery.
• Existing clients may be transferred, have a message taken, or be routed as you prefer.

We’ll follow your exact preferences, ensuring consistency across every call.

2. Can I customize my script or intake questions?

Absolutely. Every firm receives a fully custom script, including:

• Greeting language
• Call handling flow
• Questions to ask
• How to handle different types of callers

You can update your script anytime—just contact our team, and we’ll make the change quickly.

3. How do transfers and screening work?

We offer live call transfers as part of our Total Screen and Transfer service:

1. We answer the call and ask why they’re calling.
2. We place the caller on hold and call you.
3. We announce the caller and ask if you'd like to take the call.
4. If yes, we patch them through. If no, we take a message.

You stay in full control while we manage the front-end interaction.

4. What happens if I’m unavailable?

If you’re unavailable to take a transfer, we’ll:

• Take a detailed message
• Deliver it via email, text, the Answering Legal Mobile App, or bothall 3! (your choice)
• Flag it as urgent, if needed

You can follow up at your convenience without losing any potential leads.

5. Can I use Answering Legal as a full-time receptionist?

Yes! Many solo attorneys and small firms rely on us as their primary front office. We can:

• Answer all calls
• Screen and transfer as needed
• Complete full legal intakes
• Route calls based on urgency or caller type

Your callers will think they’re speaking with in-house staff.