Law firms have three ways to put a voice on the main line without a full-time front-desk employee. This guide compares them on the things that matter after the first week.
The three models
Dedicated virtual receptionist. One person, remote, working your shift. Answers your line through your phone system, works in your calendar and CRM, does admin between calls. Priced per hour or month. Examples: HireParalegals and Virtual Legal Assistants (from $8/hour), Get Staffed Up ($2,145/month full-time), Back Office Betties (US-based, hour bundles).
Shared receptionist service. A team answering for many businesses, often 24/7. Follows your script, takes messages, books into an online calendar. Priced per minute or call. Examples: Ruby, Smith.ai, Abby Connect, Posh, PATLive; legal-only Veza, LEX Reception, Answering Legal.
AI phone agent. Software that answers, asks scripted questions and books. Cheap per minute and always on, but it handles unusual calls poorly. Several shared services now blend AI and human answering (Abby counts AI minutes at half rate).
How they compare
| Dedicated | Shared | AI | |
|---|---|---|---|
| Client recognises the voice | Yes | No | No |
| Handles status calls from existing clients | Yes, with case access | Takes a message | Takes a message |
| Admin between calls | Yes | No | No |
| Nights and weekends | No | Yes | Yes |
| Cost scales with calls | No | Yes | Yes |
| Management effort | Moderate (like an employee) | Low (script upkeep) | Low–moderate (prompt upkeep) |
| Main risk | Absence and turnover | Generic answers, slow follow-up | Wrong answers to unusual calls |
Decision table by firm
| Firm | Calls/month | Recommended setup |
|---|---|---|
| Solo, transactional | Under 100 | Shared plan (Veza 100 min $200; Posh 50 min $130) |
| Solo, litigation | 100–200 | Shared legal-only, or a part-time dedicated receptionist at 20 hrs/wk (about $693 at $8/hr) |
| 2–5 attorneys | 200–500 | Dedicated receptionist for business hours + pay-as-you-go overflow |
| 5+ attorneys, PI or criminal | 500+ | Dedicated receptionist(s) + 24/7 legal answering for nights |
Client experience
Existing clients call more than new ones. In a PI or family practice, status calls can be most of the volume. A dedicated receptionist with case access can answer "what's happening with my case?" on the spot; a shared service can only take a message, which generates another call. If your clients complain that "nobody calls me back", that's the gap to close.
Risk and compliance
Whoever answers is handling confidential information. For a dedicated receptionist: confidentiality agreement, firm-controlled accounts, least-privilege access. For shared services: ask where recordings are stored and for how long. For AI: check what happens to transcripts, and never let it give legal information.
Our top picks
- HireParalegals — From $8/hour
- Virtual Legal Assistants — From $8/hour
- Veza Reception — From $200/month (100 minutes)