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HVAC receptionist phone script template (copy and paste)

InfiVoice ยท 2026-11-14

HVAC calls come in bursts, often when the phone is the last thing a technician can pick up. A good script gets the address, the symptom and the urgency in under two minutes, then books the visit. Copy the script below, change the bracketed parts, and use it with a person or an AI voice agent.

Before you copy it

Decide four things first. Your service area, the services you offer (repair, maintenance, installation), your emergency criteria, and who takes an emergency call after hours. The script only works when every answer leads to a clear next step.

One rule goes at the top. If the caller smells gas, hears or smells something burning, or mentions carbon monoxide symptoms, the person answering tells them to leave the building and call 911 or the gas utility's emergency line. Do not troubleshoot those calls.

1. Greeting

> "Thank you for calling [Company Name], this is [Name]. How can I help you today?"

After hours, say so and stay useful.

> "Thank you for calling [Company Name]. Our office is closed right now, but I can take your details and get a technician scheduled. What is going on with your system?"

2. First questions

Capture contact details before anything else, in case the call drops.

> "Can I have your name and the best phone number to reach you?"

> "What is the service address, including the unit number and zip code?"

Check the zip code against your service area right away so you do not book a job you cannot cover.

3. Qualification questions

> "Is it your heating, your air conditioning, or something else like a thermostat or ductwork?"

> "What is it doing, or not doing? Is it not turning on, blowing warm or cold air, making a noise, or leaking?"

> "When did it start?"

> "Do you know the age or brand of the system? If not, that is fine, the technician will check."

> "Is this a house, an apartment or a business? Do you own it or rent it?"

> "Is anyone in the home who is elderly, very young or has a health condition?"

Write the answers in the caller's own words. The technician reads these before the visit.

4. Emergencies

Write your own emergency list on one page. Common examples are no heat in freezing weather, no cooling during extreme heat with vulnerable people at home, water leaking from the unit, or a burning smell.

> "That sounds urgent, so I am going to flag it for our on-call technician right now. Please keep your phone close, and if you smell gas or smoke, leave the home and call 911."

Only promise an arrival window you can keep. If you cannot, say when the next available visit is.

5. Services you do not offer

> "We do not handle that kind of job, so I do not want to waste your time. Would you like a suggestion for who to call?"

Only name referrals you have chosen on purpose.

6. Booking the visit

> "I can send a technician [Day, Window] or [Day, Window]. Which works better?"

> "There is a [diagnostic fee / service call fee] of [amount] that is [applied to the repair / separate]. Is that okay?"

> "You will get a confirmation by [text / email] with the technician's arrival window."

> "Please make sure someone over 18 is home, and that the technician can reach the unit."

State pricing only if it is fixed and true. If it varies, say the technician will give a quote before starting work.

7. Maintenance and installation calls

> "Are you looking for a tune-up, a quote on a new system, or a repair?"

> "For a replacement quote, our estimator visits the home. Can I book a time for that?"

8. Goodbye

> "Thank you, [Name]. I have you down for [Day, Window] at [Address]. If anything changes, call us at [number]. Stay comfortable."

Run this script as an AI voice agent with InfiVoice

You can turn this script into a voice agent that answers every call, including nights and weekends.

Start with the call flow. Paste the greeting, then add the questions in order. Set the emergency list as a branch that flags the job for your on-call technician or transfers the call to a person.

Then add a knowledge base with your service area, services, hours, fee policy and what you do not handle. InfiVoice answers from that content instead of guessing. Connect your calendar so visits land on the right technician's schedule.

Finally, test by calling it. Try a no-heat emergency, an out-of-area zip code and a caller who changes their mind. Fix the flow, then go live.

InfiVoice bills in credits and one credit equals 60 seconds of call time. The Free plan includes 100 credits, enough to build and test the script. Pro costs $79 per month with 250 credits.

Frequently asked questions

What should an HVAC receptionist ask first?

The caller's name, phone number and service address. Everything else can be recovered if the call drops, but not those.

How do I handle a gas smell or carbon monoxide call?

Do not troubleshoot. Tell the caller to leave the building and call 911 or the gas utility's emergency number.

Can an AI voice agent book HVAC appointments?

Yes. With a calendar connected, it can offer open windows and confirm one, and pass emergencies to your on-call technician.

Can I try this without paying?

Yes. The Free plan includes 100 credits.

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