Plumbing calls arrive stressed. The caller has water on the floor or no water at all, and they want to know one thing: can you come? Whoever answers needs to sort urgency fast, give safety instructions, and capture enough detail that the tech arrives prepared.
The intake script
- "Is water actively leaking right now?" If yes: "Do you know where your main water shutoff is? Turning it off now will limit the damage." Then dispatch.
- "Is it affecting the whole house or one fixture?" Whole-house issues (no water, sewage backup) rank higher.
- "Is anyone without a working toilet?" If it's the only one, treat it as urgent.
- "What's the address, and is it a house, apartment or business?" Landlord and tenant situations change who approves the work.
- "Can you text us a photo?" A photo tells the tech which parts to bring.
Everything that isn't urgent gets booked into the next open slot while the caller is still on the phone.
Give safety steps before scheduling
For active leaks, the shutoff instruction comes before anything else. For gas water heater smells, the caller should leave the house and call the gas utility or 911 first.
Capture the photo by text
Send a text link right after the call so the caller can reply with photos. It can save a second trip for parts.
When nobody can answer
Calls go unanswered when you're under a sink. An automatic text-back within a minute keeps the caller from dialing the next plumber (setup checklist).
Setting it up in All Set
All Set can answer with an AI receptionist that asks these questions, alert the on-call plumber for emergencies, text back missed calls, and collect photos in the same conversation thread. See the plumbing setup.
Frequently asked questions
Should we quote prices on the intake call?
Give the service call fee and after-hours rate up front. Repair prices wait for the diagnosis.
What counts as a plumbing emergency?
Active leaks, sewage backups, no water to the home, and the only toilet being unusable are common starting points. Write your own list.
Can an AI receptionist handle this script?
It can ask the questions and route the call. Your team still decides on dispatch.