Plumbing Dispatcher Script Template + Emergency Call Intake (2026)

"Thanks for calling [Company Name]. I can hear this is urgent — let me help you right now.

Is water actively flowing right now? 

[IF YES]
OK, here's what I need you to do immediately: find your main water shutoff valve. It's usually near your water meter, in the basement, crawl space, or near the street. Turn it clockwise — righty-tighty — until it stops. That will stop the water.

[Wait for them to do it]

Great. Is the water stopped? Good — you just prevented a lot of additional damage.

Now let me get your information so I can dispatch a plumber to you right away:
- Your name?
- Your address?
- Best phone number?
- Can you tell me where the pipe burst — kitchen, bathroom, basement?
- How much water are we looking at?

OK, I'm dispatching a plumber to you now. They'll be there within [X hours/minutes]. Our emergency dispatch fee is [$XX], which gets applied to the repair. 

In the meantime, if you can safely do so, move any valuables or electronics away from the water. Do NOT use any electrical outlets near the water.

Our plumber will call you about 15 minutes before they arrive. We'll take care of this for you."

"Thanks for calling [Company Name]. A sewer backup is something we take very seriously — let me get you help right away.

First, a few safety questions:
- Is sewage actively coming up into your home?
- Which drains are affected?
- Do you have children or pets in the house?

[IF SEWAGE IN LIVING AREAS]
OK, I need you to keep everyone — especially children and pets — away from the affected area. Sewage water carries bacteria and should not be touched without gloves. Don't use any drains, toilets, or run any water until our plumber gets there.

Let me get your details:
- Your name and address?
- Your phone number?
- Is this a single story or multi-story home?
- Any previous sewer issues?

I'm marking this as a priority dispatch. Our plumber will be there within [X time]. The emergency service fee is [$XX], applied toward the repair.

Please don't try to clean up the sewage yourself — our team will handle it safely. Is there anything else I can help with right now?"

"Thanks for calling [Company Name], this is [Your Name]. Sorry to hear about the hot water situation — let me see what we can do.

A few quick questions:
- Is your water heater gas or electric?
- [IF GAS] Do you smell gas anywhere near the water heater? [If yes: 'Please leave the area, don't flip any switches, and call your gas company. I'll stay on the line with you.']
- About how old is the water heater?
- Are you seeing any water around the base of the unit?
- Have you checked the pilot light (gas) or breaker panel (electric)?

[Based on answers, determine urgency]

Based on what you're describing, [this sounds like it could be a simple fix / we should get a plumber out to diagnose it / we'll want to check that unit before a larger issue develops].

I have availability [today/tomorrow]. Our diagnostic fee is [$XX], which goes toward any repair or replacement. Can I get you on the schedule?"

"Thanks for calling [Company Name]. Let me help you get that drain taken care of.

Can you tell me which drain is giving you trouble?
- Kitchen sink, bathroom, shower, toilet, main line?
- Is it draining slowly, completely clogged, or backing up?
- Have you noticed this happening more than once recently?
- Have you tried anything so far — like a plunger or drain cleaner?

[If recurring:] "When drains keep backing up, it's usually a sign there's something going on further down the line that a basic clearing won't fix. Our plumbers bring a camera so we can see exactly what's happening inside the pipe — tree roots, buildup, or a damaged section. That way we fix it once instead of having you call us again next month."

I have availability [today/tomorrow]. Our drain clearing starts at [$XX], and if we run the camera, there's an additional [$XX] for the inspection. Most customers do both since we're already there.

Can I get your name and address to get you on the schedule?"

"Thank you for calling [Company Name]. I know calling a plumber at this hour means something serious is going on — let me help.

Can you tell me what's happening?

[LISTEN — let them describe the situation fully before asking questions]

OK, here's what we're going to do. [Reassurance statement based on scenario]:
- Burst pipe: "You did the right thing calling. Let me walk you through shutting off the water, and then I'll get a plumber headed your way."
- Sewer backup: "I know that's stressful. Let's keep everyone safe and get a plumber to you quickly."
- No hot water: "That's frustrating, especially at this hour. Let me see how fast we can get someone to you."

Let me grab your information:
- Name, address, phone number?
- What's the situation — what do you see?

I'm reaching out to our on-call plumber now. You should hear from them within [15-30 minutes] with an ETA. Our after-hours fee is [$XX], applied toward the repair.

Is there anything else I can help with while you wait? Hang in there — we'll get this sorted out."

• Caller's full name
• Callback phone number
• Service address (confirm city/zip)
• SAFETY CHECK: Gas smell? Standing water near electrical? Sewage in living area?
• Type of emergency (burst pipe, sewer backup, no hot water, gas water heater issue)
• Is water actively flowing? Has shutoff valve been turned?
• Location of the issue (which room/floor)
• Scope of water damage (estimated area, ceiling dripping, flooring affected)
• Home type (single story, multi-story, basement, crawl space, slab)
• Previous plumbing issues at this address?
• Access instructions (gate code, dog, lock box)
• Preferred contact method for ETA updates
• Emergency dispatch fee communicated? (Y/N)