The receptionist that answers while the firm is in court
A new client rings once. If the firm is in a hearing, in a meeting, or at lunch, they ring the next firm. An AI receptionist on your Line number answers in the firm's name, finds out the matter type, takes the contact details, books the first consultation with the right fee earner, and creates the enquiry in your case-management system. It gives no advice and makes no promise that the firm can act. Start with Molly, the pre-built receptionist, or build your own agent for the way you work.
- Incoming call · conveyancing team in completionsFri 09:20
Hartley Crane Solicitors, how can I help?
Molly, AI receptionistI'm buying a flat and my current solicitor is taking weeks to reply. Can you take it on?
A solicitor will confirm that after a short call and a conflict check. I can book that call now. Is the purchase in England or Wales, and have you exchanged contracts yet?
Molly, AI receptionistEngland, Bristol. Not exchanged yet.
Thank you. Amara in the conveyancing team has 14:00 today. Can I take your name, the best number, and the postcode of the flat?
Molly, AI receptionistDev Mistry, this number, BS8 2LR.
New enquiry · Conveyancing · Amara · 14:00
Contact and enquiry created in Clio with the matter type and postcode. Consultation booked. Text sent with the time and the office address only.
Everything a law firm receptionist does, done by the agent
A legal receptionist takes the enquiry, sorts it by matter type, gets it to the right fee earner, and stops where a receptionist stops. Each row below is a thing the agent does on the call, or straight after it.
| What a receptionist does | How the agent does it |
|---|---|
| Answers in the firm's name when the office cannot | Picks up on the first ring during hearings, meetings, lunch, and after six, with the greeting you set. |
| Takes a new enquiry by matter type | Asks whether it is conveyancing, family, employment, litigation, wills and probate, or something else. Takes the name, number, and urgency. Asks no questions about the merits. |
| Books the first consultation with the right fee earner | Reads the department's diaries in Google or Microsoft and books the initial call or meeting with the fee earner who takes that matter type. One-tap approval if you want it. |
| Explains the firm's fixed fees and how it charges | Reads the fees you publish: fixed-fee conveyancing, the initial consultation, hourly rates by grade. Says a solicitor will confirm anything else. |
| Routes an existing-matter call to the file handler | Identifies the client and the matter, and flags the call to the fee earner or secretary on the file with the question. Discusses nothing on the matter itself. |
| Covers court days | When a fee earner is at court, the agent takes their calls, books callbacks for the afternoon, and texts the client the callback time. |
| Sends the client-care pack | Emails the client-care letter, the ID checklist, and the questionnaire the department uses, once the fee earner approves the enquiry. |
| Creates the enquiry in the case-management system | Adds the contact, matter type, source, and consultation time to Clio, LEAP, or your system, ready for the conflict check. |
| Chases the consultation that was not booked | Rings or texts the enquirer who asked for a call but did not book, and books the slot when they are ready. |
Workflows a law firm builds in an afternoon
A trigger, a few conditions, and actions in the workflow builder. Each department can have its own. No code, and no step where the agent decides whether the firm can act.
- 1The agent asks the matter type and how urgent the caller feels it is
- 2Takes the name, number, email, and the details your intake form needs before a conflict check
- 3Books the consultation with the fee earner who takes that matter type
- 4Creates the enquiry in the case-management system and texts the caller the time
- 5Posts the enquiry to the department's inbox for the conflict check
A consultation in the diary and an enquiry ready for the conflict check, with no advice given and no promise made.
- 1Calls for that fee earner go to the agent instead of voicemail
- 2Existing clients are identified and their question logged against the matter
- 3Callbacks are booked into the fee earner's diary after the hearing
- 4The client gets a text with the callback time and nothing about the matter
Clients hear a name and a time, not a full mailbox.
- 1The agent texts to ask whether the enquirer wants to proceed or has questions about the fee
- 2If no reply in 24 hours, calls once
- 3Answers questions about the firm's fees and process from your knowledge base
- 4Books a second call with the fee earner if they want to proceed, or records the reason if not
Fewer enquiries lost between the first call and the engagement letter.
Built in the workflow builder: a trigger, conditions, and actions. The agent is one of the actions.
Tools and integrations the agent works with
A receptionist is only useful if they can get into the diary and the CRM. Connect the tools and the agent uses them on the call.
A Friday with the agent on the phones
What actually happens when the phone is covered all day.
A landlord rings before the office opens about a possession claim. The agent takes the matter type and details, books 11:00 with the litigation team, and creates the enquiry in Clio.
Two fee earners are at court. Their calls go to the agent. Three clients get callbacks booked for after 15:00 and a text with the time.
A caller asks whether they have a claim against their employer. The agent says a solicitor will answer that, takes the details, and books Monday 09:30 with employment.
Lunch. Four calls answered. One new will enquiry booked, three existing matters flagged to file handlers with the question.
The consultation follow-up workflow texts last week's enquirers. Two reply that they want to proceed, and the agent books their second call.
The office is closed. A conveyancing client rings about a completion. The agent logs the question against the matter, books the file handler for 09:00 Monday, and texts the time.
- Any question about the merits, a fee for the matter, or a deadline. The agent gives no legal advice. It takes the details and books the solicitor.
- Whether the firm can act. The agent never confirms this. A solicitor confirms after the conflict check.
- Anything about an existing matter. The agent identifies the client and flags the question to the file handler. Nothing about the matter goes in a text.
Questions solicitors and law firms ask
Straight answers on setup, limits, and cost.
Related
Line for solicitors
The whole phone system for your trade: numbers, routing, texts, and the inbox.
AI receptionist
What the receptionist does on every call, and what it costs.
Workflow builder
Triggers, conditions, and actions for calls and messages.
Integrations
Zapier, Make, n8n, and the REST API.
Last reviewed .
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