Capturing After-Hours Enquiries for a Small Law Firm with an AI Receptionist

The firm needs new enquiries answered outside office hours and during client meetings, with the right details captured and passed to the right fee-earner.

The main challenge is to answer calls reliably without pulling people away from the work in front of them.

• New enquiries arriving during evenings and weekends when the team is unavailable to answer.
• Fee-earners occupied in meetings and unable to take incoming calls.
• Enquiries recorded inconsistently, with important caller details missing.
• Callers expecting a polite, professional and welcoming first impression every time.

Viva AI Receptionist addresses the business’s needs. It is connected to the business number and trained on the business’s own information, hours and routing rules.

Enquiry capture:

• Greets callers professionally and records their name, phone number, type of matter, and urgency.
• Offers available consultation slots based on supported calendar availability.
• Emails a concise enquiry summary to the appropriate fee-earner for follow-up.

Clear limits:

• Does not provide legal advice or make legal recommendations.
• Routes calls to the right person based on name, department or reason for calling.
• Transfers complaints and distressed callers directly to a member of the team.

What this scenario shows:

• Evening and weekend enquiries are answered and recorded, ensuring valuable opportunities are never missed.
• Fee-earners start each day with clear enquiry summaries instead of a backlog of voicemails.
• Every caller receives a consistent, professional and welcoming first response.

This is an illustrative scenario, not a customer result. If you would like to see how it would work on your own calls, ask for a live demonstration.