A divorce caller usually rehearses the call before they dial. Then someone picks up, and it all comes out at once. The house, the kids, the text from their spouse last night, the question of whether they can even afford a lawyer.
A good intake script doesn't fight that. It gives your team a calm path through the call so the caller feels heard, the attorney gets what they need, and the call ends with a consult on the calendar. Here's the script we'd hand a new intake person on day one.
What the script is for (and what it isn't)
Intake gathers facts and books the consult. It doesn't give advice. That sounds obvious, but divorce callers ask legal questions constantly, and a friendly intake person who wants to help will answer them unless the script gives them something better to say.
So the script has three jobs:
- Find out if this is a matter your firm handles.
- Collect the facts your attorney needs before the consult.
- Book the consult and tell the caller exactly what happens next.
Everything else waits for the lawyer.
Part 1: The opening
The first 20 seconds set the tone. Keep it warm and simple.
"Thanks for calling [Firm Name], this is [Name]. How can I help you today?"
Let them talk. When they pause, show you heard them and explain the plan.
"I'm sorry you're dealing with this. I'm going to ask you a few questions so the attorney has the full picture before you meet. It'll take about ten minutes. Is now a good time?"
That last question matters. Some callers are at work, in the car, or in a house with the spouse they're leaving. If they say it's not a good time, get a safe callback time and number and end the call. If anything suggests they might not be safe, switch to your domestic violence callback protocol.
Part 2: The basics
Get these down first, before the story pulls you sideways.
- Full name and best phone number.
- "Is it okay to call or text you at this number? Is it okay to leave a voicemail?"
- Email address.
- City, county and state where they live.
- "How did you hear about us?"
Asking about calls, texts and voicemail up front isn't fussy. In family law, a spouse might share the phone plan or see the screen.
Part 3: The divorce questions
These are the facts most family law attorneys want before a first consult. Adjust the list with your attorneys, then stick to it.
The marriage
- "Are you currently married, or are you separated?"
- "About when did you get married?"
- "Are you and your spouse living together right now?"
- "If you've separated, about when did that happen?"
Where things stand
- "Has anyone filed for divorce yet, you or your spouse?"
- "Have you been served with any papers?"
- "Do you have any court dates coming up?"
- "Is there anything with a deadline in the next couple of weeks?"
If they've been served or have a hearing soon, note the dates and flag the lead as urgent. Don't tell them how long they have to respond. Deadlines vary by state and by the type of paper, and that's the attorney's call.
Children
- "Do you and your spouse have children together? How old are they?"
- "Where are the children living right now?"
- "Is there any current agreement or court order about custody or support?"
If kids are involved, our custody and child support intake checklist goes deeper.
Property and money, at a high level
- "Do you own a home together?"
- "Are there any businesses, retirement accounts or significant debts you're worried about?"
You don't need numbers here. You need enough for the attorney to know what kind of case this is.
The other side
- "What's your spouse's full name?"
- "Does your spouse have a lawyer, as far as you know?"
Get the spouse's name for your firm's conflict check before anything confidential gets shared.
Their goal
- "What would a good outcome look like for you?"
- "Do you think your spouse will agree on most things, or do you expect disagreement?"
That second question is a soft read on whether the case is contested. It's an early signal, not a diagnosis. We cover that screen in contested vs. uncontested divorce leads.
Part 4: When they ask legal questions
They will. Here are the questions you'll hear every week and lines that work.
"Will I get to keep the house?" "That's exactly the kind of question the attorney will go through with you. It depends on details they'll want to look at closely. Let's get you on their calendar."
"How long does a divorce take?" "It really depends on your situation and your state's rules. The attorney can give you a realistic picture at the consult."
"Can I move out? Can I take the kids to my mom's?" "I can't advise you on that, and I don't want to guess about something this important. I'm going to note it so the attorney covers it first. If it can't wait, I'll mark this as urgent."
"Do I have to pay alimony?" "That's one for the attorney. I'll write it down so it's on their list."
Notice the pattern. Acknowledge the question, explain that the attorney handles it, write it down, move toward booking. Never guess, even to be kind.
Part 5: Fees
Decide as a firm what intake says about money. Some firms quote the consult fee on the call. Some say nothing until the consult. Either is fine. Inconsistent is not.
If you do discuss it:
"The initial consultation is [fee or free]. The attorney will go over the cost of the full case with you at the consult, because it depends on what's involved."
Don't estimate the total cost of a divorce. Callers remember numbers, and a guess becomes a promise.
Part 6: Book it and close the loop
Don't end with "someone will call you." End with a time.
"I have [day] at [time] or [day] at [time] with [Attorney]. Which works better?"
Then tell them what happens next.
"You'll get a text confirming that and a reminder before the appointment. If you have them, bring any court papers, a list of your questions and any recent financial statements. And if anything changes before then, like you get served, call us right away."
Before you hang up:
"Is there anything else the attorney should know before you meet?"
That question surfaces the thing they were too nervous to say earlier more often than you'd expect.
Common mistakes with divorce scripts
- Letting the story run the call. Listen, then steer back. "That helps. Let me ask a couple more questions so the attorney has the full picture."
- Skipping the contact permissions. A reminder text that lands on a shared screen can blow up a caller's week.
- Answering "just one quick question." It's never quick, and it's always advice.
- Ending without a booked time. Overnight, a scared caller often calls a second firm.
Where IntakeGenius fits
IntakeGenius was built by a practicing attorney, and our AI voice agent runs a divorce intake like this one, every call, day or night. It asks your questions, steers legal questions back to the attorney, and books the consult. IntakeCRM keeps the notes and contact preferences in one place, and we configure the script with your team so it matches how your attorneys work. See more on our family law page.
Want to hear it take a divorce call? Grab a 15-minute demo with us. No slides.