An attorney is in a hearing or a meeting and simply cannot pick up. The greeting that answers instead is, for many callers, their first contact with your firm, and it needs to build trust, not undercut it.
Never say anything about the substance of a case in a general greeting; that is a confidentiality risk. Instead, separate new callers (who want a consultation) from existing clients (who should be routed to their own attorney or paralegal).
Three scripts you can use right away
Replace the parts in [brackets] with your own details.
Welcome message
“Welcome to [firm name]. If you are a new caller looking to schedule a consultation, press 1. If you are an existing client, press 2 to be connected directly to your attorney or paralegal. For anything else, please stay on the line.”
After hours
“Welcome to [firm name]. Our office is currently closed. We are available on weekdays from [time] to [time]. Feel free to leave a message with your name and phone number; please do not share case details in a voicemail.”
Voicemail
“You have reached the voicemail of [attorney name] at [firm name]. Please leave your name and phone number and you will be called back as soon as possible. For urgent, time-sensitive matters, please call the firm's main line at [phone number].”
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