Outbound follow-up

When a follow-up call goes unanswered, our system will try again after a set interval. The lead stays in the queue until a receptionist connects or the follow-up is stopped. There is no default limit for follow-ups. Instead, you can set how often and how many times we reach out. This helps ensure no opportunity is missed, while keeping the process efficient and respectful.

LEX’s Click-to-Talk workflow ensures that when a potential client reaches out through a web form or contact request, the details go straight to our reception team. We can respond almost instantly, reaching out to prospective clients while their need and intent are at their peak.

Calling and email are at the heart of our outbound follow-up. Every call is made by a real person, and every email is crafted with care. When we cannot reach someone by phone, or when calling hours end, we follow up by email to ensure no client is left waiting.

We use text messaging to keep attorneys and clients informed with appointment reminders and important updates. But when it comes to reaching out to new leads, we rely on real conversations—never automated texts. Every outreach is handled by a live receptionist, by phone or by email, so every client feels heard.

If a lead asks not to be contacted again, we stop all follow-up right away. Their preference is respected, and no further outreach will be made.

Account admins can cancel any scheduled follow-up calls directly in the LEX Reception app using the Cancel Repeats feature. This gives you control and peace of mind, knowing your clients’ wishes are honored without delay.

If a lead shares their preference during a call, our receptionist will record it immediately. You can also let your Client Account Manager know, and we will make sure the lead is removed from any future follow-up.

Both options can be tailored to fit your needs. You decide when and how we reach out. Set your preferred hours, choose which days to pause outreach, and limit the number of daily contacts. This way, your clients are contacted at the right time, and your team can focus on what matters most.

Our receptionists use scripts designed around your firm’s practice areas and intake needs. Every conversation is guided by your criteria. 

LEX makes after-hours coverage simple. Set your office hours once, and any call that comes in after 5pm goes directly to our live receptionists, so your clients are always greeted by a real person. 

If you want to manage LEX coverage manually, it is easy to toggle on and off in the LEX app. Just switch your status to “Away” and we will take care of the rest. However you choose to manage your time, LEX ensures every call is answered with care.