Key Takeaways: Mastering the LSA Intake Flow
Speed is the Only Metric: LSAs are pay-per-lead. If you don’t answer within the first few rings, you are paying for a lead that will simply call the next firm on the list.
- Rapid Qualification: Use your script to “disqualify” bad fits early. This protects your attorneys’ time and focuses resources on high-value cases.
- The “One-Call” Close: The goal of the intake script isn’t just to gather data; it’s to get a consultation on the calendar before the prospect hangs up.
- Review Integration: Your intake team should be trained to ask for a review as soon as a client expresses satisfaction—this fuels your LSA ranking.
PI Intake: LSA Call Triage Flow
(incident, injuries, location)
Yes → Book consult
No → Refer/Close
& case basics
Calendar hold
Local Services Ads generate urgent calls. The firms that win answer fast, follow a simple script, and book a consult on the calendar before the call ends. Use these scripts and the printable checklist to tighten intake in days, not months.
Why speed matters
Answer in under 60 seconds for calls and reply to messages in under five minutes. Track missed calls and call-back speed—then fix staffing and routing to close the gaps.
First 90 seconds (inbound call)
Opener: “Thank you for calling [Firm], this is [Name]. Are you safe to talk? I can help—what happened?” (listen)
Qualify: “When did the incident happen? Where did it occur? Were there injuries or treatment?” (listen)
Bridge: “We can help. Let’s reserve a consultation time. Do mornings or afternoons work better?” (book)
Disqualification / referral
“Based on what you’ve shared, we’re not the best fit. I don’t want to leave you without options—would you like a referral or resources to next steps?”
Auto-reply for LSA messages
“Thanks for contacting [Firm]. I’m [Name]. I can help. Are you available now for a quick call, or should we book for today or tomorrow? Here’s our booking link: [URL].”
Intake checklist (keep on-screen)
- Caller name, phone, email
- Incident date & location; brief injury description
- Treatment so far; insurance/claim (if applicable)
- Opposing party (if known)
- Best time to reach
- Booked consult time