The Home Service Phone Script Pack That Actually Ships: 4 Operator Flows for Your AI Voice Agent (Free Template + PDF)

By OutreachGenius AI

Your phone line is your dispatch center, sales desk, and reputation manager. This post gives you a practical script pack for an AI voice agent—four operator-grade call flows with trigger phrases, required fields, decision rules, and hard handoff conditions (a modular approach that aligns with common AI script best practices).​

Download the Script Pack (Free)

Google Doc template (make your own copy):
Download Here

Version 1.0 - Last updated: Feb 2026

What’s inside

• Emergency call flow: triage and route safely.

• Price shopper flow: quote ranges without overpromising and convert to booking.

• Angry customer flow: de-escalate and resolve with clear lanes.

• After-hours flow: capture lead, route urgency, schedule next step.

Each flow is written so you can implement it as a separate intent in your AI voice agent, and each includes the minimum data your dispatcher/CRM needs.​

The OutreachGenius 4D method

Every flow follows the same backbone so your AI stays consistent:

• Detect: Identify intent quickly and confirm once.

• De-risk: Check safety/urgency and set expectations.

• Decide: Choose one outcome (book, dispatch, estimate, escalate).

• Dispatch: Confirm next steps and send written confirmation (SMS/email).

Flow 1: Emergency call (triage + route)

Goal

Route emergencies fast and safely; triage and dispatch, don’t diagnose.

Trigger phrases

“Water everywhere,” “no heat and it’s freezing,” “burning smell,” “sparks,” “gas smell,” “sewage backup,” “ceiling dripping.”

Talk track (AI script)

AI: “Thanks for calling [Company]. I can help quickly. First—are you in immediate danger right now, like fire, a strong gas smell, sparks, or someone needing medical help?”

If YES / UNSURE (treat as danger):
AI: “Please hang up and call emergency services now. If you can safely tell me your address first, I’ll note it for our on-call team.”
AI: “What’s the address?”
AI: “What’s the best callback number in case we get disconnected?”
AI: “I’m connecting you to a manager/on-call lead now.”
→ Hand off to human/on-call lead

If NO (safe to proceed):
AI: “Got it. What’s happening right now—water leak, no heat, no AC, electrical issue, drain/sewer backup, or something else?”
AI: “Is it getting worse quickly—like active flooding, strong odor, or complete loss of heat?”
AI: “What’s the service address?”
AI: “What’s the best callback number?”
AI: “Any access notes—gate code, parking, pets, or special instructions?”
AI: “I’m going to summarize to confirm I got it right: [1 sentence]. You’ll receive a confirmation text shortly.”

Required fields (CRM payload)

service_address; caller_name; callback_number; problem_type; severity (hazard/urgent/standard); access_notes; summary_1_sentence.

Hard handoff conditions

Gas smell, sparks/arcing, smoke/fire, injuries, panic, or anything suggesting immediate danger.

Flow 2: Price shopper (range + value + convert)

Goal

Provide a useful range, protect accuracy, and convert to booking or an estimate.

Trigger phrases

“How much do you charge?”, “What’s your call-out fee?”, “Just tell me the price.”

Talk track (AI script)

AI: “Totally—happy to help with pricing. To make sure I don’t misquote you, can I ask two quick questions?”
AI: “What service are you looking for—repair, installation, maintenance, or something else?”
AI: “What’s going on right now, in one sentence?”
AI: “What area are you in (city or neighborhood)?”

AI: “Thanks. For jobs like that, the typical range is [X–Y]. That usually includes [what’s included]. The exact total depends on [1–2 variables], and we confirm price before any work begins.”
AI: “Would you like the soonest available appointment, or do you prefer a quote/estimate visit first?”

If they push for an exact total:
AI: “I can’t promise an exact total without seeing [key detail], but the quickest path is to reserve a slot and have the tech confirm the price on-site before any work begins.”

Required fields (CRM payload)

service_type; job_summary_1_sentence; address_or_area; preferred_time_window; callback_number; price_sensitivity (inferred).

Hard handoff conditions

Binding quotes without details, or contract/insurance/legal commitments.

Flow 3: Angry customer (de-escalate → resolve)

Goal

De-escalate first, then route to the right resolution lane (reschedule, redo, billing review, manager callback).

Trigger phrases

“This is unacceptable,” “I’m leaving a bad review,” “I want a refund,” “Your tech didn’t show.”

Talk track (AI script)

AI: “I hear how frustrating that is, and I’m sorry you’re dealing with it. I’m going to help get this resolved—can you tell me what happened?”
AI: “To fix this quickly, I’m going to ask three things: your name, the service address, and what outcome you want.”

AI: “What’s your name?”
AI: “What’s the service address?”
AI: “When was the visit or scheduled appointment?”
AI: “What went wrong—quality of work, no-show/delay, billing, or something else?”
AI: “What would make this right—redo, reschedule, refund review, or a manager call?”

Resolution lane A (Scheduling / no-show):
AI: “I understand why you’re upset. I can book the earliest priority slot and request a manager callback to confirm the details.”
AI: “What time window works best for you?”

Resolution lane B (Quality issue / redo):
AI: “Thanks for explaining. I’m going to schedule a return visit so we can inspect and correct it.”
AI: “What’s the soonest time someone can be on-site?”
AI: “We’ll confirm the plan before any work starts.”

Resolution lane C (Billing dispute):
AI: “I’m sorry to hear about the billing issue. I’m going to document it and escalate it for review.”
AI: “Do you have the invoice number, or the phone/email used on the booking?”

Close:
AI: “Let me confirm the next step: [one sentence action]. You’ll receive a text/email confirmation.”
AI: “Is there anything else I should note for the team?”

Required fields (CRM payload)

customer_name; service_address; callback_number; original_job_date; issue_category; desired_outcome; summary_1_sentence; escalation_required (yes/no).

Hard handoff conditions

Threats, harassment, discrimination, legal claims, or refusal to calm down.

Flow 4: After-hours (capture + route + promise)

Goal

Capture the lead, check urgency, and schedule the next step (or page on-call).

Talk track (AI script)

AI: “You’ve reached [Company] after hours. I can help you book the next available time, and if this is urgent I can contact the on-call team.”
AI: “Is this an emergency—like active flooding, no heat in freezing weather, or an electrical hazard?”

If YES:
AI: “Understood—let’s handle it right now.”
→ Run the Emergency Flow.

If NO:
AI: “No problem. What service do you need?”
AI: “What’s the service address?”
AI: “What’s the best callback number?”
AI: “What’s a good time window tomorrow for a call or visit—morning, afternoon, or evening?”
AI: “Do you want me to reserve the next available appointment, or schedule a callback first?”

Close:
AI: “I’m going to summarize: [1 sentence]. You’ll receive a confirmation text with your request details.”
AI: “If anything becomes unsafe overnight, call emergency services.”

Required fields (CRM payload)

caller_name; callback_number; service_address; issue_summary_1_sentence; urgency; callback_window; preferred_next_step (book/callback).

Hard handoff conditions

Anything that starts sounding like an emergency after you collect details.

Download the Script Pack (Template + PDF)

Google Doc template (make your own copy):
Download Here