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Plumber phone script template (copy and paste)

InfiVoice ยท 2026-11-14

A plumber's phone rings while both hands are under a sink. One caller has a dripping tap, another has water coming through the ceiling, and the person answering has to tell them apart in the first minute. A written script does that every time. 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 service area, your hours, which jobs you take and which you refer out, how emergency and after-hours calls work, and who decides whether a job is an emergency.

Keep one rule at the top. Never quote a firm price or diagnose the cause from a description alone. Offer a visit or an estimate only if your company has an approved process, and say the final price is confirmed once the plumber sees the problem.

1. Greeting

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

After hours, say so and stay useful.

> "Thank you for calling [Company Name]. Our office is closed right now and opens again [Day] at [Time]. If water is flooding your home, tell me now and I will get your details to the on-call plumber. What is going on?"

2. Collect the basics first

Get contact details early in case the call drops.

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

> "What is the address where the work is needed?"

> "Are you the homeowner, a tenant or a property manager?"

3. Understand the problem

> "What is happening, and where in the house is it?"

> "When did it start?"

> "Is water running or leaking right now?"

> "Have you found the main shut-off valve? Can you reach it?"

Write down the caller's words. The plumber needs the symptom and the location, not a guess at the cause.

4. Emergency check

Set your own list of emergencies on one page. Typical ones include a burst pipe, water coming through a ceiling or wall, sewage backing up into the home, no water at all, and any smell of gas.

If someone smells gas, the person answering tells them to leave the building and call the gas company or 911 from outside before anything else. For flooding, ask them to shut off the main valve if they can do it safely and to keep clear of electrical outlets and wet electrics.

> "Water and electricity are a bad mix. If the water is near outlets or the panel, please stay out of that area. I am sending this to our on-call plumber now. What is the best number for them to call you?"

5. Routine requests

> "Which job is it, for example a leaking tap, a clogged drain, a running toilet, a water heater or a new fixture?"

> "How old is the fixture or the appliance, if you know?"

> "Is this a one-time visit or something you would like quoted?"

6. Price questions

> "The price depends on what the plumber finds once they have seen it. I can book a visit for [Day, Time], and they will explain the cost before starting any work."

Never promise a total over the phone. Only quote from your approved price list for set services.

7. Book the appointment

> "I can send someone [Day, Time] or [Day, Time]. Which works better?"

> "Please make sure someone over 18 is home, and tell us about parking or a gate code if there is one."

> "You will get a call when the plumber is on the way."

Repeat the date, time and address back to the caller.

8. Existing customers

> "Of course. What is your name and the address of the job?"

> "I will pass this to [Dispatcher] and they will call you back by [time]. Is this number good?"

9. Goodbye

> "Thank you, [Name]. You are booked for [Day, Time] at [Address]. If anything gets worse before then, call us right away at [number]."

Run this script as an AI voice agent with InfiVoice

You can turn this script into a voice agent that answers while your plumbers are on a job, after hours and on weekends.

Start with the call flow. Paste the greeting, then add the questions in order: contact details, address, problem, shut-off valve and booking. Set the emergency signs as a branch that transfers the call to a person or sends a message to the on-call plumber.

Then add a knowledge base with your services, service area, hours and approved prices for set services. InfiVoice answers from that content instead of guessing. Connect your calendar so appointments land in the right slot.

Finally, test by calling it. Try a caller with a dripping tap, one with water coming through a ceiling, someone asking for a price and a customer asking about a booked visit. 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 a receptionist ask when someone calls a plumber?

Name, phone number and address, what is happening and where, when it started, whether water is running now, and whether they can reach the main shut-off valve. Then offer a time.

Should I quote a price on the phone?

Only for set services on your approved price list. For repairs, book a visit and give the cost once the plumber has seen the problem.

Can an AI voice agent handle emergency plumbing calls?

It can ask the safety questions, collect the address and send the call or a message to the on-call plumber. Decide in advance who takes those calls.

Can I try this without paying?

Yes. The Free plan includes 100 credits.

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