Personal Injury Intake Script: First-Call Template for Law Firms

“Thank you for contacting [Firm]. My name is [Name], and I help with new inquiries. Before we discuss any details, are you in a safe and private place to talk?”

“May I confirm your name and the best number to reach you? If we become disconnected, may I call you back at [number]?”

“Following our contact-permission process, is it okay for us to leave a voicemail, send a text, or send an email? Are there times, numbers, addresses, or message details we should avoid?”

“I'll ask some questions so our firm can organize what happened and identify the appropriate next review step. I cannot give legal advice, evaluate the claim, or promise an outcome. This conversation does not by itself mean the firm represents you.”

“Please tell me if you would like me to repeat a question, slow down, take a break, arrange an interpreter, or provide another accommodation.”

“Before we continue, is anyone in immediate danger or in need of emergency help right now?”

“Have you received a court, agency, insurance, or other notice that states a response date?”

“Is any video, vehicle, product, property, message, or other possible evidence at risk of being deleted, overwritten, repaired, moved, or discarded soon?”

“Do you currently have a lawyer for this matter, or have you signed an agreement with a lawyer about it?”

“Please tell me what happened in your own words. Take your time. I may ask a few clarifying questions after I understand the sequence.”

“What date and approximate time did this happen?”

“Where did it happen—city, state, and the specific location if known?”

“Who and what organizations were involved?”

“Was a police, workplace, business, property, or other report created? Which organization made it, and is there a report number?”

“What injuries or symptoms did you notice at the time, and what is present now?”

“Did you receive emergency or medical care? Where and when?”

“Do you have upcoming appointments or recommended follow-up?”

“How has this affected work, school, caregiving, mobility, sleep, or ordinary activities?”

“Did anyone see what happened? What contact information do you have for them?”

“Do photographs, videos, messages, reports, receipts, records, or physical items exist, and who currently has each item?”

“Which insurance companies or claim administrators have been contacted?”

“Have you given a statement, signed a document, received a payment, offer, or denial, or spoken with another lawyer about this matter?”

“Let me make sure I recorded this accurately. I have [fact] as confirmed, and [item] as still unknown. What should I correct or add?”

“Thank you, [Name]. The next step is [authorized review or action]. [Owner or role] is responsible for [specific action] by [date, time, and time zone] through [approved channel].”

“The firm has not agreed to represent you unless and until its authorized engagement process is completed.”