Available, Screen or Unavailable: the three ways to take the day's calls
Every lawyer's line has one of three modes, chosen with one tap in the app and changed as often as the day needs, and LEX Phone routes every call by it. It is the first call mode selector of its kind on a legal phone system, and it replaces the forwarding rules and voicemail settings that phone systems usually leave you to work out. This guide sets out what the caller hears, what happens when you do not pick up, and how each mode looks after a new client who is ringing around for a lawyer.
The mode selector sits at the top of the Home tab. Available puts calls straight through to you, Screen has LEX Phone greet every caller and put the genuine ones through, and Unavailable has LEX Phone take every call. Whichever mode is on, every call ends with a summary, a transcript and a file note on the matter, and a new caller ends the call with a booking or a call back arranged.
| Mode | Who answers | If you do not pick up | Use it when |
|---|---|---|---|
| Available | You. The caller's matter is on screen before you answer. | LEX Phone takes the call, in your firm's name, and files it to the matter or as a new enquiry. | You are at your desk and want every call yourself. |
| Screen | LEX Phone first. Genuine callers are put through with a one-line summary. | LEX Phone tells the caller you are unavailable right now, takes the message or books them in, and files it. | You are working and want the cold calls kept off your line. |
| Unavailable | LEX Phone, for every call. | There is no ring to miss. LEX Phone books, takes the message or arranges a call back, and files it. | Court, meetings, after hours, holidays. |
Available: calls ring straight to you, briefed
Calls come straight through to your phone. Before you answer, the screen shows who is calling, which matter they belong to and the last thing they said to you, so you pick up already knowing what it is about.
The caller's name, their matter and your last note are on screen from the first ring.
After the call, the summary, the transcript and a file note are written and filed to the matter without anyone typing them.
If you do not pick up, LEX Phone takes the call in your firm's name and files it. An existing client's call goes to their matter, and a new caller becomes a new enquiry.
LEX Phone knows what to ask because it has your practice areas, your hours and your rules. For an existing client it takes the message and notes what they need. For a new caller it finds out what the matter is, whether it is something you do and how urgent it is, then books them or arranges a call back. Either way you see what happened before you ring anyone back.
Screen: LEX Phone greets every caller, then puts the real ones through
Every caller is greeted by LEX Phone first. Genuine enquiries are put through to you with a one-line summary of what they want. Cold callers, wrong numbers and the people selling lead lists stop at the front desk.
It greets the caller as your firm, says the call is transcribed, and asks what the call is about.
Your phone shows the caller, their matter and a one-line summary. You tap Join and you are talking to them.
After about twenty seconds LEX Phone tells the caller you are unavailable right now, takes their message or books them in, and files it to the matter or as a new enquiry.
A caller who is not put through is never left on hold or sent to voicemail. LEX Phone explains that you are unavailable, finds out what they need and what information you will want, and arranges the next step with them. An existing client's message lands on their matter. A new caller is recorded as a new enquiry with the practice area and the urgency, so you know how to respond before you pick up the phone.
A new client leaves every call with a next step
Someone looking for a lawyer usually rings three or four firms in a row. The one that answers, understands the problem and gives them a time to talk is the one they stop searching after. LEX Phone is built so that happens in every mode, whether you took the call or LEX Phone did.
It knows what to ask
LEX Phone asks the questions a good receptionist would: what the matter is about, which practice area it falls in, how urgent it is, and the best number and time to reach them. It checks the enquiry is something your firm handles before it goes any further.
It gives them a time
If you allow bookings, the caller is offered a consult in your diary and gets an SMS confirmation before they hang up. If not, it arranges a call back at a time that suits them and tells them who will ring. Either way they hang up with an appointment rather than a promise.
You call back briefed
The enquiry is filed as a new lead in Smokeball, with the file note and transcript attached, and Clio firms get a contact and new enquiry task once that integration launches. You ring back knowing the matter, the practice area and what they were told, so the first conversation starts where the last one left off.
Switching modes
Open the Home tab
The mode selector is at the top. The current mode is highlighted and applies to your line only.
Tap a mode
Tap Available, Screen or Unavailable. The change takes effect on the next call.
It stays until you change it
There is no timer and no schedule. The mode you pick stays on until you pick another, so switch to Unavailable as you walk into court and back to Screen on the way out.
Questions about the modes
Most firms keep Screen on during the day and switch to Unavailable when they finish for the day. Screen keeps you in control of who reaches you while LEX Phone deals with cold callers, and Unavailable means the evening's calls are on the file by morning.
LEX Phone answers as your firm, works out what they need, checks it is something you do, and takes their details, the practice area and the urgency. It books a consult if you allow bookings, or arranges a call back at a time that suits them. Their record is filed as a new enquiry, so you call back already knowing what the matter is.
Yes. The selector is at the top of the Home tab in the app. Switch to Unavailable as you walk into court and back to Screen when you are out. The change takes effect on the next call, and the mode stays as you set it until you change it again.
No, in any mode. It tells the caller plainly when a question is one for the lawyer, takes the enquiry and the details, and leaves the advice to you.
LEX Phone asks them to hold for a moment while it checks whether you are free. If you do not join within about twenty seconds, it tells them you are unavailable right now and takes their message or books them in, so they are never left on hold or sent to voicemail.
Yes. Each lawyer has their own line and their own mode, so one partner can be Available while another is Unavailable in court, and LEX Phone handles each line by its own rules.
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LEX Phone is the lawyer's phone system: a law firm phone system with a law firm answering service built in, which also works as a virtual receptionist for law firms and an AI receptionist for law firms. It answers when you can't, and files every call to the matter.