After-hours emergency script for plumbers and HVAC

Most service businesses lose six-figure jobs because emergency calls hit voicemail at 2 AM. Here's the script structure we recommend for plumbers, HVAC, and electricians running on-call rotations.

Step 1. Triage urgency

After getting the address, the AI should ask one urgency question: 'Is there active water damage or no heat right now?' For plumbing, flooding, sewer backup. For HVAC, no heat below 50°F, no AC above 90°F. For electrical, sparking, burning smell, no power.

Step 2. Route based on the answer

• Emergency: warm-transfer to your on-call cell number.
• Same-day urgent: book the next available emergency slot at premium rate.
• Routine: book the next standard slot during normal hours.

Step 3. Set expectations

Always tell the caller 'someone will be in touch within 15 minutes' even when transferring. If you don't pick up, the AI catches it and texts the caller a status update. No leads dropped.