Virtual Receptionist Terms.

The Virtual Receptionist retainer provides trained intake specialists who answer your law firm's inbound calls in your law firm's name, handle common prospective client enquiries, capture consultation booking requests, and route messages to your team — so you never miss a qualified intake while you're in court or with a client.

Receptionists are briefed specifically on your law firm: your practice areas, typical fee ranges, geographic area, key attorney names, and the intake process you use. They are not a generic call centre; they represent your practice.

• Inbound call answering — calls forwarded to our receptionists are answered in your law firm's name within 3 rings during covered hours;
• Intake capture — receptionists collect the caller's name, matter details, practice area, and preferred consultation time, then log the request in your agreed system (calendar, intake CRM, or email);
• Common enquiry handling — fee ranges, opening hours, location, practice area availability, and basic legal FAQs covered by your briefing document;
• Message-taking and escalation — calls outside scope are summarised and passed to the right person (see §6);
• Monthly call report — call volume, answered vs. missed, consultation booking rate, and call categories.

Default cover is Monday–Saturday, 8am–6pm in your local timezone. After-hours calls roll to voicemail (we set up the voicemail greeting and transcribe messages the next business morning).

Extended hours (evenings and Sundays) are available as an add-on at the rate shown on our pricing page. Public holidays in your country are included in the standard cover.

Our receptionists book consultations into your agreed diary system (Google Calendar, a booking app, or a shared spreadsheet). They operate within the appointment slots and capacity rules you set.

They are not authorised to:

• Confirm firm fee quotes or retainer amounts beyond the ranges in your briefing document;
• Accept or decline representation or fee agreements;
• Make commitments about case timelines beyond standard stated lead times;
• Handle complaints requiring managerial authority — these are escalated immediately;
• Process payments or take card details.

If a caller asks for something outside this authority, the receptionist takes a message and flags it for your team to call back within the agreed response time.

For quality assurance and training purposes, calls may be recorded. You are responsible for ensuring your call-recording practice complies with applicable law in your country:

• United Kingdom — Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000. Callers must be informed before recording begins. We include a standard "calls may be recorded" announcement in your hold/answer greeting.
• United States — requirements vary by state. In one-party-consent states, the business may record. In two-party-consent (all-party) states (e.g., California), all parties must consent. We configure your greeting accordingly; you confirm the rules for your state.
• Canada — PIPEDA requires notification. Our standard greeting includes the required notice.
• Australia — Telecommunications (Interception and Access) Act 1979. All-party consent is generally required. Our greeting includes the required notice.

Call recordings are stored for 30 days and then deleted. You may request a recording for a specific call within that window.

Calls that fall outside the receptionist's authority or scope are handled as follows:

• Urgent (potential client safety concern, active matter requiring immediate attorney attention) — transferred to you or the designated duty number immediately.
• Complaint — caller informed that a managing partner will call back within the response time you specify; message logged and sent to you within 5 minutes.
• Out-of-scope enquiry — message taken and emailed / case-management system-logged within 10 minutes of the call ending.

You provide us with a duty number and a backup number at kickoff. Escalation calls that go unanswered roll to the next option (backup number, then voicemail).

• That every call will result in a booked consultation — we handle the call; converting the intake is yours;
• Zero missed calls — brief technical handoff windows during call routing or busy periods mean a small number of calls will miss the receptionist and go to voicemail;
• Specialist legal knowledge beyond your briefing document — we answer from what you tell us;
• Specific consultation volumes or retainer outcomes.

The Virtual Receptionist retainer has a 1-month minimum term, after which it continues month-to-month and can be cancelled at any time. Billing runs monthly via Stripe in your local currency.

The first two weeks are the setup and briefing period. Live call answering begins once your call-forwarding number is configured and the briefing document is signed off.

• Provide a complete and accurate briefing document at kickoff (we supply the template);
• Keep the briefing document current — notify us within 2 business days of any change to practice areas, hours, fee ranges, or key contacts;
• Configure call forwarding from your business number to the number we provide;
• Provide a duty number and backup number for escalations;
• Respond to escalated messages and consultation bookings promptly — we capture the lead; following up is yours;
• Comply with applicable call-recording law in your jurisdiction (we configure the announcement; you confirm the rules apply).

After the minimum term, cancel any time via email or your dashboard. We ask for 14 days' written notice so we can:

• Update your call-forwarding gracefully (so calls don't drop on the handoff day);
• Deliver a final call report for the month;
• Hand over any open messages or pending consultation bookings.

Standard refund eligibility per the Refund Policy.

See the Refund Policy. Standard retainer refund position: first-7-day onboarding mismatch, duplicate billing, and material uncured breach by us. Other refunds are not available; the alternative-work guarantee applies.