Word-for-word replies to a new client inquiry, from first voicemail to booked consult
Exact words for the first callback, the reply email, the no-show follow-up and the last message, written so they stay private, kind and short.
- Before the scripts: three rules
- Script 1: the callback voicemail
- Script 2: the first text or email reply
- Script 3: no reply after 24 hours
- Script 4: they booked a consult and did not show
- Script 5: after the consult, when they said they would think about it
- Script 6: the last message
- When you are not the right fit
- Where these messages live
- Check what happens before the inquiry
Someone found your listing, called, got your voicemail and left a shaky two-sentence message. What you send back in the next few hours decides whether they book with you or with the next name on the list they are working down.
Most practices lose these people without noticing. The inquiry was real, the reply was slow or long or vague, and the person stopped answering. Below are the exact words we would use at each step, written to be brief, private, and easy to say yes to.
Before the scripts: three rules
Reply fast. A person reaching out for therapy has often been working up to it for weeks. If you reply the next afternoon, they may have already booked elsewhere or lost their nerve. Aim for the same business day. The missed calls and intake guide covers how to make that possible when you are in session all day.
Say nothing clinical in writing. No diagnosis words, no "I am sorry you are struggling with anxiety", nothing that would embarrass them if a partner or parent saw the phone. Keep the content logistical.
Give one next step. Not a menu. One clear thing: a time, a link, or a question with a short answer.
Script 1: the callback voicemail
Use this when you call back and get their voicemail.
Hi, this is [first name] from [practice name], returning your call. I would be glad to talk. I have time for a free 15-minute phone consult on [day] at [time] or [day] at [time]. You can call or text me back at this number, or book directly at [link]. Talk soon.
Two specific times beat "let me know what works." People reply to a choice faster than to an open question.
Script 2: the first text or email reply
Many inquiries now come by web form or text. Reply with this.
Hi [first name], thanks for reaching out to [practice name]. I would be glad to set up a free 15-minute call so you can ask questions and see if we are a good fit. Would [day] at [time] or [day] at [time] work? If neither does, send me a couple of times that are good for you.
[Your name, credentials]
If your practice is private pay, add one line here, not later: "My fee is $[amount] per session. I can give you a superbill for out-of-network reimbursement." People who cannot afford it should learn that now, kindly, not after a 15-minute call. The private pay fees guide explains why naming the fee early fills the caseload faster.
Script 3: no reply after 24 hours
Hi [first name], just checking in. My offer of a free consult stands, and I still have [day] at [time] open. No pressure at all. Reply here whenever you are ready.
Short, warm, no guilt. "No pressure" matters in this field more than in any other.
Script 4: they booked a consult and did not show
Hi [first name], I missed you at [time] today. I hope everything is okay. If you would still like to talk, here is my calendar: [link]. And if now is not the right time, that is completely fine.
Do not mention the missed slot twice. Do not ask why. A person who did not show often felt anxious about the call itself, and one gentle message is what brings them back.
Script 5: after the consult, when they said they would think about it
Send this the same day.
Hi [first name], thank you for talking with me today. If you would like to start, I have [day] at [time] open for a first session. If you decide another clinician is a better fit, I am happy to suggest a few names. Either way, I am glad you reached out.
The offer to refer out is not a weakness. It signals that you care about fit, and people often book because of it.
Script 6: the last message
If two messages went unanswered, send one final note about a week later, then stop.
Hi [first name], I will not keep reaching out, but I wanted you to know my door is open. If you want to talk later this fall, you can reach me here or at [link]. Take care.
Then close the inquiry in your records. Three or four touches over a week is respectful. Ten is not.
When you are not the right fit
Have this ready so it costs you thirty seconds, not ten minutes.
Hi [first name], thank you for reaching out. Based on what you shared, I think you would be better served by someone who specializes in [area]. Two clinicians I trust are [name, phone] and [name, phone]. I hope you find the right person soon.
Referral partners notice who sends them clients. This message builds the relationships that become your best source of new inquiries over time.
Where these messages live
Save each script in your phone's text replacements or your practice software's templates, so typing a shortcut drops in the full message. The wording is not magic. Speed and clarity do the work.
Check what happens before the inquiry
None of this helps if people cannot reach you in the first place. The median practice on Google has 6 reviews, and 22.7% of practice listings show no hours at all, which makes many people wonder whether anyone will answer. The benchmark report shows where your listing sits against the rest of the field, and the Google Business Profile guide covers the fixes.
If you want help setting up fast, private replies like these for two weeks, try a free 14-day trial of any service, no card required. Text or call (385) 217-8216.
Steven has spent the last several years running growth campaigns for local service businesses, therapists among them, and builds the benchmark datasets on this site from public Google listings. About the editor