Virtual receptionist services for law firms

AssistBPO's virtual receptionist services for law firms give you a named receptionist who answers every call in your firm's name, in your hours, while attorneys are in court, in depositions or on the phone with opposing counsel. A prospective client with a fresh injury or a served summons calls once; if voicemail answers, they call the next firm on the search results.

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This page Law firms Virtual receptionist services

How does a virtual receptionist work for legal?

Your receptionist picks up within seconds, screens the call using your intake questions, runs a quick conflict search on the names given, and books a consultation on the right attorney's calendar or takes a detailed message with the matter number. Calls from courts, clerks, opposing counsel, process servers, experts and existing clients are routed by your rules: warm-transfer to the attorney, message to the paralegal, or a factual answer from the calendar such as a hearing time. Every call is logged in Clio, Lawmatics or your intake sheet with source, matter and next step. The receptionist is an employee of the group with a trained backup, and the end-of-day call log shows what was booked, transferred and still owed.

What tasks does a virtual receptionist cover for law firms?

  • Answer in the firm's name within seconds during your hours
  • Screen new callers with your intake questions and a quick conflict search
  • Book consultations on the right attorney's calendar by practice area
  • Route calls from courts, clerks, opposing counsel and process servers by your rules
  • Take messages with matter numbers and page the attorney on urgent calls
  • Give existing clients factual updates from the calendar, never advice
  • Screen solicitation and vendor calls according to your policy
  • Log every call in Clio or Lawmatics and send an end-of-day call log

The KPI that matters here

Calls answered by a person within 20 seconds and consultations booked from new-client calls. Both are tracked weekly against inquiry volume by practice area.

What rules does a virtual receptionist follow for legal?

  1. Confidentiality under ABA Model Rule 1.6. Every assistant works under NDA and the confidentiality obligations your state bar extends to nonlawyer staff through ABA Model Rules 1.6 and 5.3, on a managed device with MFA and no local storage. Client files stay in your practice management system, and access runs through your own user accounts so you can revoke it in a minute.
  2. No legal advice, no unauthorized practice. Assistants never give legal advice, interpret a document for a client, set fees or predict outcomes. They do not sign or file anything where a license or attorney signature is required; filings are staged for the attorney to review and submit. Your state's unauthorized practice of law rules, enforced by the state bar or supreme court, draw the line and we stay on the admin side of it.
  3. State bar advertising rules for outreach. Follow-up emails, social posts and any contact with prospective clients follow ABA Model Rules 7.1 to 7.3 and your state bar's advertising rules: no misleading claims, no specialist claims without certification, required disclaimers and the firm's name on every message. There is no live solicitation of strangers; calls go only to people who contacted the firm first, with lawful consent and do-not-call scrubbing.
  4. Trust accounting stays with the firm. Assistants prepare billing entries and invoices but never move money in the IOLTA trust account, issue trust disbursements or reconcile trust ledgers. Trust accounting rules under your state bar remain the attorney's responsibility; we keep the time and billing records that feed them accurate.

Also in use

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  • Smokeball
  • NetDocuments

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Frequently asked questions

Can the receptionist tell a caller whether we will take their case?

No. The receptionist gathers the facts on your screening questions, notes urgency such as a court date or a limitations deadline the caller mentions, and books a consultation or promises a callback within the window you set. Whether the firm takes the matter, what it might cost and what the caller should do next are attorney decisions. Callers who press for an opinion hear that an attorney will discuss it at the consult, and the note reaches the attorney flagged as urgent if needed.

How are existing client calls handled?

By your routing sheet. Most firms want existing clients transferred to the responsible attorney or paralegal when available, otherwise a message in the practice management system with the matter number and the client's question. The receptionist can read factual items from the calendar, such as the date of the next hearing, but never interprets what a filing means. Clients calling in distress are handled with patience and routed as urgent under the escalation rules you set.

What happens when we are all in court?

The receptionist keeps answering, which is the point. Messages are entered in Clio or your intake sheet in real time, urgent items such as a court clerk, a settlement offer or a client emergency are texted to the attorney's cell under your escalation tree, and everything else waits in the end-of-day call log. Consultations can be booked directly into open slots, so a full hearing day does not mean a lost prospective client.

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