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Optical shop phone script template (copy and paste)

InfiVoice ยท 2026-11-14

The phone rings while the optician is fitting frames and the exam room is full. The caller wants an eye exam, asks if their glasses are ready, or needs a pair repaired, and most will not leave a voicemail. A written script keeps your tone friendly and gets the details you need to book the visit or answer the question. Copy the one below, change the bracketed parts, and use it with a person or an AI voice agent.

Before you copy it

Decide a few things first. Your hours, the services you offer, which exams you book and with whom, how you handle insurance and vision plans, how you quote glasses and contacts, how repairs and adjustments work, how order pickup works, and who answers clinical questions.

Keep one rule at the top. The front desk never gives medical advice and never diagnoses. Quote prices and coverage only from your own list, and send any clinical question to the optometrist.

1. Greeting

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

After hours, say so and stay useful.

> "Thank you for calling [Shop Name]. We are closed right now and open again [Day] at [Time]. Tell me what you need and I will make sure someone gets back to you."

2. Understand what they want

> "Are you calling to book an eye exam, about glasses or contacts, or about an order you already placed?"

> "Is this for you or for someone else?"

Write down the caller's own words. Someone saying "everything looks blurry lately" needs an exam booked and a note for the doctor.

3. Eye emergencies first

Decide in advance how you handle urgent calls and put it in the script.

> "Is this about an injury, sudden vision loss, or something in the eye right now?"

If yes, follow your own protocol. Do not give advice.

> "I am not able to advise on that over the phone. If this is an emergency, please call your local emergency number or go to the nearest emergency room. I will let [Name] know you called."

4. Book an eye exam

> "Is this your first visit with us, or have you been in before?"

> "When was your last exam, if you remember?"

> "Do you have vision insurance? Which plan, and who is the subscriber?"

> "I can book you with [Provider] on [Day] at [Time]. Does that work?"

> "Can I have your full name, date of birth and the best number to reach you?"

Tell them what to bring, from your own list.

> "Please bring [your current glasses, your contacts, your insurance card, a list of medications, whatever is on your list]."

Repeat the day, the time and the callback number.

5. Glasses and contact lens questions

> "Are you looking for new frames, new lenses, or contacts?"

> "Do you have a recent prescription, or would you like to book an exam first?"

> "Our frames start at [price from your list]. Lenses depend on what you need. Our optician can walk you through the options at the shop."

Never invent a price, a brand or a discount. If it is not on your list, say who will confirm.

> "I do not want to guess on that one. I will have [Name] confirm it for you."

6. Insurance and payment questions

> "We work with [plans from your list]. I can check your plan before your visit if you give me the member details."

If you are not sure, say so. Do not promise coverage.

> "Coverage depends on your plan, so I would rather have [Name] confirm it than tell you the wrong thing."

7. Repairs, adjustments and order pickup

> "What is wrong with the glasses, and when did it happen?"

> "You can drop them off during our hours and we will take a look. Adjustments are [your policy]."

> "What name is the order under? Let me check. [Ready, not ready yet, or I will have someone confirm it.] Pickup is [hours]."

Only say an order is ready if your system says so. If a delay is possible, offer a callback.

8. Cancel or reschedule

> "I can help with that. What name is the appointment under?"

> "Our policy is [your cancellation policy in plain words]. I can move you to [Day, Time] if that suits you."

State your policy in your own words and follow it. Do not promise exceptions.

9. Goodbye

> "Thank you, [Name]. You are booked for [exam or service] on [Day, Time]. If anything changes, call us at [number]. See you soon."

Run this script as an AI voice agent with InfiVoice

You can turn this script into a voice agent that answers while the team is with patients and after closing.

Start with the call flow. Paste the greeting, then add the questions in order: reason for the call, first visit or returning, insurance, preferred day and time, name and phone number. Set the emergency branch first and have it read your exact safety message. Set clinical questions and anything unusual as a branch that sends a message to the shop and promises a callback.

Then add a knowledge base with your hours, location, services, providers, insurance plans you accept, price list, repair policy, pickup process and cancellation policy. InfiVoice answers from that content instead of guessing. Connect your calendar so exams land in the right slot.

Finally, test by calling it. Try a new patient booking an exam, someone asking about an order, a caller asking about a plan that is not on your list, a caller describing an eye injury and a regular asking to cancel. 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 optical shop ask when someone calls to book an exam?

Whether it is a first or returning visit, when the last exam was, insurance details, the day and time that suits them, and their name and phone number. Then confirm the booking out loud.

How should the front desk handle a clinical question?

Do not answer it. Say who can, take the caller's details and promise a callback. For an injury or sudden vision loss, follow your own emergency protocol.

Can an AI voice agent handle an optical shop call?

It can ask the questions above, answer from your hours, services and policies, and book an exam on your calendar. Decide in advance who handles clinical questions and insurance checks.

Can I try this without paying?

Yes. The Free plan includes 100 credits.

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