InfiVoiceFeaturesPricingBlog

Towing company phone script template (copy and paste)

InfiVoice ยท 2026-11-14

A tow truck call usually comes from someone standing beside a broken-down car, stressed and often on a busy road. The person answering has to learn where they are, whether they are safe and what the vehicle needs, all in the first minute. A written script makes that happen 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 (breakdowns, accidents, lockouts, jump starts, flat tires, long distance, private property), who dispatches, and how after-hours calls work.

Keep two rules at the top. Never promise an arrival time you cannot keep, and never quote a firm total from a description alone. Write your own policy for both and follow it on every call.

1. Greeting

> "Thank you for calling [Company Name], this is [Name]. Do you need a tow or roadside help?"

After hours, say so and stay useful.

> "Thank you for calling [Company Name]. We are taking calls around the clock, so tell me where you are and what happened."

Use the second line only if that is true for your company. Otherwise say when you reopen and what the caller should do in the meantime.

2. Safety check first

> "Are you safe right now? Is anyone hurt?"

> "Are you on a highway or a busy road? Are you out of the traffic?"

If anyone is hurt, there is a fire, or the car is blocking traffic in a dangerous way, the person answering tells the caller to call 911 right away. Your company decides what happens next.

> "Please call 911 now. I will stay on the line if you want, and I am letting our dispatcher know."

3. Location and contact

Get this early in case the call drops.

> "What is the best number to reach you?"

> "Where exactly is the vehicle? Please give me the address, the highway and mile marker, or the nearest cross street."

> "Is there a landmark or a business nearby?"

4. The vehicle and the problem

> "What are the make, model, year and color?"

> "What happened? Is it an accident, a breakdown, a flat tire, a dead battery or something else?"

> "Does the car start? Does it roll and steer?"

> "Is it an all-wheel drive, a lowered or an electric vehicle?"

> "Is the vehicle stuck in a ditch, a parking garage or a tight spot?"

Write down the caller's words. Dispatch needs the facts to choose the right truck, not a guess at the repair.

5. Where it needs to go

> "Where would you like the vehicle towed? A shop, your home or somewhere else?"

> "Do you have a shop in mind, or do you want us to suggest one?"

> "Will you ride with the driver? How many people need a seat?"

6. Payment and authorization

> "Who is paying, you, an insurance company or a roadside program?"

> "If you have roadside coverage, do you have your membership or policy number handy?"

> "The driver will confirm the cost with you before work begins."

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

7. Confirm and dispatch

> "Let me repeat what I have. [Vehicle] at [Location], going to [Destination]. Is that right?"

> "Our team will send a driver and call you back at this number. I will give you the best estimate I can once dispatch confirms."

Repeat the location and callback number back to the caller before ending the call.

8. Existing customers and status calls

> "Of course. What is your name and where is the vehicle?"

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

9. Goodbye

> "Thank you, [Name]. We have you at [Location]. Stay in a safe spot, keep your hazard lights on if you are by the road, and call us at [number] or call 911 if anything changes."

Run this script as an AI voice agent with InfiVoice

You can turn this script into a voice agent that answers while your drivers are out on jobs, at night and on weekends.

Start with the call flow. Paste the greeting, then add the questions in order: safety, location and contact, vehicle and problem, destination and payment. Set the danger signs as a branch that tells the caller to call 911 and sends a message to your on-call dispatcher.

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

Finally, test by calling it. Try a caller on a highway, one with a dead battery, one who needs a tow to a shop, a person asking for a price and a customer asking about a driver already sent. 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 towing company?

Whether they are safe, the exact location, a callback number, the vehicle details, what happened, where the vehicle needs to go and who is paying. Then pass it to dispatch.

Should I quote a price or an arrival time on the phone?

Quote only from your approved price list for set services, and give an arrival time only when dispatch has confirmed it. Otherwise say a driver will call back with an estimate.

Can an AI voice agent handle a tow call?

It can ask the safety questions, tell the caller to call 911 when someone is hurt, collect the location and vehicle details, and send the call or a message to your on-call dispatcher. Decide in advance who takes those calls.

Can I try this without paying?

Yes. The Free plan includes 100 credits.

Related

Start free