Phone scripts
Script for a frozen pipe call with no water
During a Texas freeze, the customer calls because no water comes out of the tap and they fear the pipe has already burst. If you answer fast, calm and with clear steps, they book with you before the next company picks up.
Short answer
When a customer calls about a frozen pipe with no water, first ask if water is leaking and where the pipe runs, then tell them how to close the main shut-off in case it bursts as it thaws. Book the plumber visit as urgent. Never tell them to use an open flame to thaw it.
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 explain why the pipe froze, but to book the plumber visit as urgent with a confirmed address. The pipe gets checked on site. Meanwhile the customer needs two things from you: calm and one simple instruction to limit damage, especially if the pipe bursts when it thaws.
The script step by step
Greet with the company name
"Thanks for calling [Company], this is [name]. How can I help you?" If the caller answers in Spanish, switch to Spanish.
Ask if water is flowing anywhere
"Is water running or leaking anywhere, or is it only that nothing comes out of the tap?" If water is running, go straight to the main shut-off step.
Tell them to close the main shut-off if water is leaking
"Let's close the main water valve so it stops coming in. Look for it near the meter or where the line enters the house, and turn it clockwise until it stops." If they are near outlets, tell them to stay away from the water.
Ask where the pipe runs
"Is the frozen pipe in the attic, in an outside wall, or under the house?" Write it down, the plumber needs to know before arriving.
Ask about the water heater and hot water
"Do you have hot water in other rooms? Is the water heater working?"
Book the visit as urgent
"I can book the plumber as soon as possible, tomorrow at 8 or at 11. Which works better?" Read the address back and say whether there is a trip fee, without quoting any amount.
Mistakes that lose the customer
- Telling them to use an open flame, a torch or direct heat on the pipe. It can start a fire or damage the pipe.
- Giving repair instructions beyond closing the main shut-off. The diagnosis happens at the visit.
- Promising a time slot without checking availability. If you're full, say so and offer the next opening.
- Not asking if water is still leaking. If it is, the customer must close the valve before you arrive.
- Letting it ring more than 3 times. In a freeze, the customer calls the next plumber.
If the customer smells gas, tell them to leave the house and call 911 or the gas company from outside. Then book the visit.
With AquiVoz, Clara follows this script on every call, in English or Spanish. She flags burst or no-water pipes as urgent, offers the earliest slot, and can transfer the call to you if needed.
Frequently asked questions
What do I tell a customer if the pipe has already burst?+
Tell them to close the main shut-off right away and keep furniture and outlets away from the water. Flag the call as urgent and offer the earliest visit.
Can I tell the customer how to thaw the pipe?+
Don't give thawing instructions that use an open flame or direct heat tools. What you can say is to close the main shut-off and that the plumber will check the pipe on site.
What if the customer only speaks Spanish?+
Stay in Spanish the whole call and note the preference so the plumber who visits knows too.
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