Common calls a law firm AI receptionist handles

Walkthroughs of the most common law firm calls — new case intake, existing client matters, referral requests, and urgent criminal or emergency calls — showing how the AI handles each with appropriate legal scope.

Written By Rick Garcia

Last updated 15 days ago

Law firm calls fall into a specific pattern: new-case intake (most valuable), existing-client matters (most sensitive), and referral requests (most numerous). This article walks through the most common call types and shows how the 365agents Law Firm Intake agent handles each while staying strictly within the bounds of a non-attorney intake role.

1. Personal injury case intake

Caller: "I was in a car accident last week and I think I need a lawyer."

AI: "I'm sorry you're dealing with that. I can connect you with one of our personal injury attorneys. Can I ask a few quick questions to help them prepare? When did the accident happen, where did it happen, and have you been treated for injuries?"

Captures SOL-relevant dates, jurisdiction, injuries, current medical treatment, insurance info, fault question (without offering legal analysis), and books the free consultation. Flags the intake for priority attorney review if SOL is close.

2. Family law consultation

Caller: "I need to talk to someone about filing for divorce."

AI: "Of course. I can get you scheduled with one of our family law attorneys. Can I ask a few questions to help them prepare — are you looking at an uncontested or contested situation? Are there children involved? What state do you live in?"

Captures jurisdiction, children, assets at a high level, any protective-order concerns, and books the consultation.

3. Criminal custody / jail call

Caller: "My husband was just arrested — can someone help us?"

AI: Recognizes immediately that this is urgent. "I want to get an attorney on the phone with you right now. Can I have your name and your husband's name, and tell me what jurisdiction he's being held in?" Transfers immediately to the on-call criminal defense attorney with full context. Doesn't try to book a consultation — this needs a human now.

4. Existing client calling about active case

Caller: "I need to talk to attorney Kim about my case."

AI: "Of course. Can I confirm your name so I can look up your file?" Looks up the client record, confirms identity, and transfers directly to the attorney's paralegal or the attorney themselves. If the attorney isn't available, captures the message with full client context for a callback.

5. Outside practice area

Caller: "I need a real estate lawyer."

AI: "We don't handle real estate directly, but I can refer you to [partner firm] who does. Would that be helpful? Or you can reach the state bar's lawyer referral service at [number]." Captures the contact information if the caller wants a warm referral and sends it to the partner firm.

6. Statute of limitations concern

Caller: "Something happened about two years ago and I'm just now thinking about taking legal action."

AI: Recognizes the SOL flag. Collects the incident date and type of matter. "That timing may matter for how you proceed — let me get you connected with an attorney right away who can discuss the specifics." Routes as urgent so an attorney can assess SOL before the consultation is booked for a later date.

7. Fee / retainer questions

Caller: "How much do you charge?"

AI: Answers from the knowledge base about fee structure at a high level — contingency for PI, flat fees for certain practice areas, hourly for others, free initial consultations. Doesn't quote a specific case's fee (that's attorney judgment).

8. Scheduling consultation

Caller: "I'd like to set up a free consultation."

AI: Runs through the appropriate intake questions, confirms practice area and jurisdiction, and books the consultation on the right attorney's calendar. Sends a confirmation with pre-consultation document preparation instructions.

9. Someone asking a specific legal question

Caller: "Can I be held liable if someone gets hurt on my property?"

AI: Does not answer. "That's a great question for an attorney to walk you through based on your specific situation. Let me get you set up with a consultation — our PI team handles exactly this kind of question." Books the consultation.

10. Existing-client billing question

Caller: "I got a bill and I don't understand some of the charges."

AI: Routes to the billing department or a specific paralegal, based on firm policy. Captures a callback request if nobody's immediately available.

11. Active emergency — domestic violence

Caller: "My husband is threatening me right now and I don't know what to do."

AI: "Your safety is the priority. If you're in immediate danger, please call 911 now. Once you're safe, or if you need help now, I can connect you with the domestic violence hotline at 1-800-799-7233. I'll also have our family law attorney reach out to you as soon as possible. Can I get a safe number and time to reach you?"

12. Spanish-speaking caller

All above interactions can be handled in Spanish automatically, including nuanced immigration and personal injury intake — often a critical advantage for practices serving immigrant communities.

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