Someone who needs a lawyer rarely has time to wait. They contact the first firm that looks credible, and if nobody answers, they contact the next one. They do not leave a message to say why they went elsewhere.
What a good first response includes
An instant acknowledgementConfirm you received it, and say what to do if it is urgent.
A few simple intake questionsType of matter, contact details and the best time to reach them.
A consultation slot they can book themselvesDirectly into the lawyer's calendar.
A reminder with what to bringThe day before the consultation.
A follow-up if they do not bookOnce the same day, once a few days later.
The messages
1. Acknowledgement (within minutes)
Any channelThank you for contacting {firm}. We have received your enquiry and will respond shortly. If it is urgent, please call {phone}. Please do not send confidential details in this chat.
2. Intake
One question at a timeSo we can direct you to the right lawyer: what type of matter is this? For example family, property, business or employment.
3. Consultation offer
With a booking linkThank you. You can choose a time for a consultation with {lawyer} here: {link}
4. Reminder (day before)
With what to bringYour consultation with {lawyer} is tomorrow at {time}. Please bring {documents}. Need another time? Reply here.
5. Follow-up
Once, a few days laterHello {first name}, we have not been able to arrange a time yet. If you would still like to speak with us, you can book here: {link}. If you have found help elsewhere, no reply is needed.
Where automation has to stopAn automated system must never give legal advice or discuss the merits of a case. Its job is to answer fast, collect the basics and get the person to a lawyer. Check your jurisdiction's rules on client communications and data handling, and keep sensitive details out of chat messages.
See your own leak
Count how many enquiries arrived outside office hours last month and how long each waited for a reply.
The catch with doing this by handLawyers are in court or in meetings when enquiries arrive. Reaxo sends the acknowledgement within about a minute, offers the booking, sends the reminder and follows up, and hands every conversation to your team.
Reaxo does not give legal advice.
See it on your own numbers
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