Phone scripts
Phone script for a burst pipe with water still running
A caller with water coming out of the wall or floor is panicking, and the house takes damage every minute. If you handle the first thirty seconds well, the customer books you and not the next plumber on their list.
Short answer
When a customer calls about a burst pipe with water still running, first help them shut off the main water valve. Then find out where the leak is and book the earliest plumber visit, or transfer the call to the owner if it is urgent. Clara does this in English, Spanish or Portuguese, at any hour.
Updated November 1, 2026
$999/yr (works out to $83/mo) or $299/mo · 1,000 minutes a month
The goal of the call
The goal is not to talk about the repair price. It is to get the customer to close the main water valve right now and to have the visit booked on your calendar with a confirmed address. A burst pipe with water running can flood a house in a few hours, so the call has to be fast, clear and calm. The caller needs to feel that someone knows what to do and that a plumber is coming soon.
The script step by step
Greet with the company name
"Thanks for calling [Plumbing company], this is Clara. What is happening?" If the caller speaks Spanish, switch to Spanish.
Ask if the water is still running
"Is the water still coming out right now?" This is the most important question of the call. If yes, move straight to the next step.
Help them close the shut-off valve
"Please close the main shut-off valve. It is usually near the water meter, in the garage, or where the line enters the house. Turn it to the right until it stops. If you can't find it, close the valve under the sink or behind the toilet." If there is water near outlets, tell them to step away from the water and not touch any electrical device. If they smell gas, have them leave the house and call 911 from outside. Do not give repair instructions.
Ask where the leak is and how bad it is
"Which room or area is the water coming from? Is it a burst pipe, the water heater or a drain?" Write down the exact location and whether water is on the floor or in the wall.
Flag it as urgent
"I understand, this is urgent. I'll give you the first plumber slot available." If the owner asked for urgent calls to be transferred, offer it: "Would you like me to connect you to the owner right now?"
Confirm the address and time
"I can send a plumber today at 3 in the afternoon. Can you confirm the address? It's 1234 Oak Street in Katy, zip 77494, correct?" Read the full address back before you hang up.
Mistakes that lose the customer
- Giving repair instructions instead of only helping close the shut-off valve. That is the plumber's job and can cause more damage.
- Skipping the running-water question. If you don't know whether the water is still coming out, the house keeps flooding while you talk about something else.
- Quoting a price over the phone. The caller wants to know when the plumber arrives, not what it costs. If the owner has a trip fee, say it exists, but never state an amount.
- Missing the gas warning. If the caller smells gas, the first step is to leave the house and call 911. That comes before any scheduling.
- Not confirming the address. Arriving at the wrong house during an active flood loses the job and hurts your reputation.
With AquiVoz, Clara answers every burst pipe call at any hour, in English, Spanish or Portuguese. She asks whether the water is still running, helps close the shut-off valve, flags the call as urgent and puts the visit on your calendar with a confirmed address. If the owner set it up, she transfers the call right away.
Frequently asked questions
What does the receptionist do if the caller says the water is still running?+
She first asks the caller to close the main shut-off valve, or the valve under the sink or behind the toilet if the main can't be found. Then she books the earliest visit as an urgent call.
Can a burst pipe call be transferred to the owner?+
Yes. Urgent calls such as a burst pipe or a sewage backup can be transferred to the owner if that was set up in the configuration.
What happens if the caller smells gas?+
The receptionist tells them to leave the house and call 911 or the gas company from outside. The plumber visit is booked afterward.
Stop sending burst-pipe calls to the next plumber
Clara answers in English and Spanish around the clock, walks the caller to the shut-off valve, books the visit and sends the lead to your phone.
$999/yr (works out to $83/mo) or $299/mo · 1,000 minutes a month