Phone scripts
Phone script for a gas smell or carbon monoxide alarm call
A caller who smells gas or hears a carbon monoxide alarm may be in danger right now. Safety comes first, the schedule second. If the receptionist asks for a name before saying "get out of the house," the call goes wrong.
Short answer
With a gas smell or a carbon monoxide alarm, the receptionist tells the caller to leave the house, not touch switches or the thermostat, and call 911 or the gas company from outside. Only after confirming they are safe does she take the name, address and book the technician visit. The receptionist never diagnoses the fault.
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 sell or book right away. It's making sure the people are safe and that they call emergency services. Only once the family is outside and out of danger does the receptionist move to the customer details and the technician visit. The receptionist does not diagnose the fault or give repair instructions, except turning the system off at the thermostat. If the caller hesitates or panics, the call goes straight to the owner.
The script step by step
Tell everyone to get out of the house
"First, get everyone and any pets out of the house now. Don't go back for anything." If the caller is still inside, repeat the instruction before any other question.
Tell them not to touch anything
"Don't turn lights on or off, don't use a phone or doorbell inside, and don't touch the thermostat or any switches." A switch can spark and ignite gas.
Have them call 911 or the gas company from outside
"From outside, call 911 or the gas company. If you need this phone to call, hang up with me and we will call you back." If anyone has a headache, dizziness or nausea (signs of carbon monoxide), they should call 911 right away.
Confirm they are safe
"Is everyone out now? Is everyone okay?" Only continue with scheduling when the answer is yes. If someone is sick or unconscious, the call ends with 911.
Take the service details
"Now, so I can send the technician: what's your full name and the address of the house?" Read the address back to confirm it.
Book the visit as urgent
"I'm marking this urgent and I can give you the earliest slot. Does today or early tomorrow work?" If the owner asks for it, transfer the call right then.
Mistakes that lose the customer
- Asking for a name or address before telling them to leave. In a gas leak every second inside counts.
- Telling them to check the furnace themselves or giving repair steps. The receptionist only asks them to turn the system off at the thermostat.
- Saying it's a minor issue or promising how fast the technician will arrive without a confirmed slot.
- Hanging up without confirming they are outside. If the person is still in the house, the call isn't over.
- Sending them to look for the fault in the furnace. That is left to the technician, once the gas is under control.
If there is a gas smell or the carbon monoxide alarm keeps sounding, the first instruction is always to leave the house and call 911 from outside. Scheduling comes after.
How Clara handles it around the clock
Clara, AquiVoz's AI receptionist, answers the company's phone 24/7. If she hears a gas smell or a carbon monoxide alarm, she gives the exit and emergency call instructions first, and only then takes the details and books the technician visit as urgent. The call is flagged so the owner gets it on the phone right away, and can take it over if needed.
Frequently asked questions
What do I tell a customer who smells gas in the house?+
Tell them to leave the house with everyone, not to touch switches or the thermostat, and to call 911 or the gas company from outside. Only then book the technician visit.
Can the receptionist tell the caller what is wrong with the furnace?+
No. The receptionist does not diagnose. She can only ask the caller to turn the system off at the thermostat, and the technician does the inspection.
What if the carbon monoxide alarm is sounding but nobody smells anything?+
Treat it the same way: get everyone out, call 911 or the gas company from outside, and don't go back in until emergency services say it's safe.
Stop sending "no heat" calls to the next HVAC company
Clara answers in English and Spanish around the clock, asks what is wrong and what system they have, books the tech visit and sends the lead to your phone.
$999/yr (works out to $83/mo) or $299/mo · 1,000 minutes a month