What happens to an inquiry that arrives at 9 pm: within a minute the person gets a text written for that hour, with the matter type and a link to book a free consultation. Two minutes later, an email. If they have not booked by the next working morning, the paralegal's own message goes out at 9 am. Every message is one you approved. A legal question goes to your team.
Answered
What happens to an inquiry that arrives after your office closes, and what changes when someone replies.
The call lands at 9pm and reaches voicemail. The web form arrives Friday night. The first human reply is Monday.
You need a night receptionist, or the lead was never serious.
Nobody is responsible for inquiries that arrive after the office closes.
A good client books the firm that answers first. You already paid for the lead.
A reply you approved goes out on every channel we cover, with a next step, at any hour. After-hours texts and emails are part of our job, not something your staff has to remember.
Every message is one you approved. If a legal question comes in, it goes to your team.
Within a minute. Text, sent between 4 pm and 7 am:
Hi [first name], thank you for contacting [firm]. We received your inquiry, and I am interested to learn more about your [matter type] matter. Because of the time, I wanted to send you a link to my personal calendar so you can book a convenient time for a consultation in the next few days: [booking link].
The same inquiry at 11 am gets a different text, sent between 7 am and 4 pm:
Hi [first name], thank you for contacting [firm]. We received your inquiry and would like to offer a free 30-minute confidential no-obligation consultation to see how we can assist with your employment situation. To be as accommodating as possible, feel free to use my calendar link to find a convenient time for us to talk: [booking link].
Three hours later, on a weekday between 9 am and 5 pm, if nothing has been booked:
Hi [first name], [paralegal first name] with [firm] reaching back out quickly. Wanted to make sure I got connected with you to see if I might be able to assist with your [matter type] issue. Here is my calendar so you can book a consultation: [booking link]. It's free, confidential and has no obligation.
These are the messages as they go out at one firm, with names removed. A person wrote each one for its time of day. They go out in the paralegal's name within a minute, and the paralegal follows up.
The first message goes out within a minute, so yes, it is sent by the system. A person wrote it, for that time of day, and it is sent in the paralegal's name. The paralegal follows up. We say this plainly because people can tell the difference and because they should know who they are talking to.
During the working day. If nothing is booked within three hours, the paralegal's own message goes out, and the paralegal calls when the inquiry needs a call.
The night message covers evenings and weekends with a booking link. The person's follow-up starts on the next working day. If you need live weekend coverage, that is a scope decision for the audit.
Bring a recent month of inquiries. We show you where this step breaks for you today.
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