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Septic service phone script template (copy and paste)

InfiVoice ยท 2026-11-14

A septic company gets calls from people with a problem they want solved today, often while the crew is out on a truck. Miss the call and the caller phones the next company on the list. A written script makes sure every call ends with the details you need to book the visit or send the right person. 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. Which areas you serve, your working hours, which services you offer such as pumping, inspections and repairs, how you handle same-day and after-hours calls, and how you share pricing.

Keep one rule at the top. Never diagnose a problem over the phone, never promise a fix or an arrival time you cannot keep, and never quote a price you have not published. If a caller describes sewage inside the home, a strong gas smell or anyone feeling unwell, tell them to leave the area and call local emergency services first.

1. Greeting

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

If the crew is busy and nobody can pick up:

> "Thank you for calling [Business Name]. We are on a job right now. Tell me your name, your number and what is going on, and we will call you back by [Time]."

2. Find out what the caller needs

> "Are you calling about pumping, an inspection, a repair, or something that is not working right now?"

> "Is this a home or a business?"

Write down the problem in the caller's own words. Do not guess at the cause.

3. Qualify the request

> "What address is the system at?"

> "When was it last pumped, if you know?"

> "What are you noticing, for example slow drains, a smell, water pooling in the yard or a backup inside?"

> "Is it affecting the whole property or one area?"

> "Do you know where the tank access is, and is it easy to reach?"

If the caller does not know an answer, note that and move on. The crew can check on site.

4. Handle urgent or after-hours requests

> "I understand it is urgent. Let me check what I can do. Can you confirm the address and the best number to reach you?"

> "I can offer [Day, Time] or [Day, Time]. Which would you prefer?"

For a backup inside the home, ask the caller to stay away from the affected area and avoid using water until the crew arrives. If anyone feels unwell or there is a strong smell of gas, ask them to leave the property and call local emergency services.

Never promise an arrival time you cannot keep. If the person who can decide is not available, take the details and say when they will call back.

5. Questions about the cause or the fix

> "I'm not able to say what is wrong from here, and I don't want to guess. Our technician can look at it and explain the options. Can I book a visit?"

Say it kindly and move on to the booking.

6. Questions about price

> "The cost depends on [the service, the size of the tank and the access]. I can give you an exact figure after we have the address and a few details. Can I take those now?"

Never invent a price. Quote only what you have published, and name who will confirm the final amount.

7. Book the visit

> "I can send someone on [Day] between [Time] and [Time]. Does that work?"

> "Can I have your name, the best phone number, the address and, if you like, an email?"

> "Please make sure the tank access is clear, and tell us about any gate, pet or lock we should know about."

Repeat the day, the time window, the address and the callback number. If anything is unclear, say who will confirm it.

8. Goodbye

> "Thank you, [Name]. You are booked for [Day] between [Time] and [Time] at [Address]. If anything changes, call or text [number]. We'll see you then."

Run this script as an AI voice agent with InfiVoice

You can turn this script into a voice agent that answers while your crew is out, on the road or off for the night.

Start with the call flow. Paste the greeting, then add the questions in order: service needed, address, last pumping, symptoms, access and preferred day. Set any safety situation as a branch that tells the caller to step away and call emergency services, and any question about price as a branch that takes the details and promises a callback.

Then add a knowledge base with your service area, hours, services and policies. InfiVoice answers from that content instead of guessing. Connect your calendar so visits land in an open slot, and decide in advance when the agent takes a message and when it passes an urgent call to you.

Finally, test by calling it. Try a routine pumping request, an urgent backup, a caller asking what is wrong and one outside your area. 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 septic company say when answering the phone?

Give the business name and your name, then ask what the caller needs, the address and what they are noticing. If nobody can pick up, promise a callback time and take the caller's name and number.

Should a receptionist diagnose a septic problem?

No. The script above takes the symptoms and books a visit so a technician can look at it, and it sends safety concerns to emergency services.

Can an AI voice agent answer calls for a septic company?

It can take the details of a request, answer from your service area and hours and book a time on your calendar. Decide in advance which urgent or unusual calls it passes to you.

Can I try this without paying?

Yes. The Free plan includes 100 credits.

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