Yes. When someone calls your firm and needs to reach you directly, our receptionists can connect them to you or to the right member of your team.
But a transfer isn’t always the right move. Sometimes the better service is to take a careful message and let you return the call when you’re out of court or off another matter. The decision depends on who’s calling, why, and whether you’re free to speak.
That’s why we offer four ways to handle a transfer: cold, warm, hot, and live relay. Each one fits a different situation, and you decide which applies – by caller type, by time of day, or by the kind of matter coming in.
Cold transfer
The receptionist connects the caller to you and steps off the line as soon as you pick up. No introduction, no background.
This works best when the caller is already expected or when context isn’t needed — for example, an existing client returning your call. It’s the quickest handoff, which suits straightforward calls where speed matters more than briefing.
Warm transfer
Before connecting the call, the receptionist speaks with you first. They explain who’s calling and why, and only put the caller through once you confirm you’re ready. Then they leave the line.
This is useful when you want to know what you’re walking into before you answer – a prospective client describing a matter, or a caller you’d want to check against a conflict before speaking. The brief is short, but it gives you the chance to take the call on your terms, or to decline it without the caller ever knowing.
Hot transfer
The receptionist briefs you, then stays on the line to introduce the caller to you directly before stepping away.
A personal handoff matters for sensitive cases or anxious callers. This introduction signals that the caller has been heard and is valued. The approach builds trust where initial reassurance is important.
Live relay
The receptionist takes the call, gathers the details, and ends the call — then passes everything to you separately, by phone, message, or via push to your CRM, so you can respond when you’re ready.
This suits the times when a live connection isn’t possible or isn’t wise. You may be with a client, in a hearing, or simply unwilling to take an unscreened call. Live relay means the caller still speaks to a person, their information is captured accurately, and nothing reaches you until you have the space to act on it.
Choosing the right approach
Most firms don’t use one method for everything. A returning client might get a cold transfer, a new personal injury inquiry, a warm one, and an after-hours call, a live relay. We work from instructions you set in advance, so each call is handled the way you’d handle it yourself.
If you’d like to talk through how your calls should be routed, we’re glad to help you map it out.
