Phone scripts
Phone script for an AC not cooling call
When the AC won't cool in the middle of summer, the caller is often hot and sometimes has a baby, an older adult or someone sick at home. The person answering has to separate urgent from what can wait and book the visit fast, without diagnosing over the phone.
Short answer
When a caller says the AC blows warm air, first ask if vulnerable people are in the home. Then ask what the unit is doing, the system type and its age, and book the technician visit with the address confirmed. Never diagnose or quote a price by phone.
Updated November 1, 2026
$999/yr (works out to $83/mo) or $299/mo · 1,000 minutes a month
Before you answer: the goal
The goal of the call is to book the technician visit with the right address and the urgency clearly marked. If a vulnerable person is in the home during the heat, that visit goes first. Causes, repairs and prices are discussed with the technician on site, not by phone.
The script step by step
Greet with the company name
"Thanks for calling [Company Heating & Air], this is [name]. How can I help?" If the caller answers in Spanish, switch to Spanish.
Ask if anyone vulnerable is home
"Is there a baby, an older adult or someone sick at home right now?" If yes, mark it urgent and offer the earliest slot.
Ask them to turn the system off at the thermostat
"Please turn the AC off at the thermostat and don't touch anything else on the unit." That is the only instruction you give.
Find out what the unit is doing
"What is the AC doing: blowing warm, not turning on, making noise, ice on the line, or leaking water?" Write down the answer in their words.
Ask the system type and its age
"Do you have central air, a heat pump or a mini-split? About how old is the unit?" If they don't know, write "not sure."
Offer two slots and read back the address
"I can book the visit today at 3 or tomorrow at 9. Which works better?" Then read the address back: "So that's 1234 Oak Street, Katy, 77494. Correct?"
Mistakes that lose the customer
- Diagnosing over the phone. Saying "it's the capacitor" or "it's the refrigerant" can be wrong and the customer loses trust before the visit.
- Not asking about vulnerable people. In extreme heat, a home without AC with a baby or an older adult is an emergency, not a routine appointment.
- Quoting a service price. If your company charges a trip or diagnostic fee, state it as the owner set it, without inventing amounts.
- Letting it ring more than 3 times. In a heat wave the customer calls the next company.
- Not confirming the address. Going to the wrong house on a 100-degree day loses the job and leaves a family without AC.
With AquiVoz, Clara follows this script on every call, in English or Spanish. She marks homes with vulnerable people as urgent, asks callers to turn the thermostat off, and puts the visit on your calendar with the address confirmed. For urgent calls she can transfer to the owner.
Frequently asked questions
What do I tell the customer if the AC isn't cooling and I don't know the cause?+
Say the technician will check it on site and that the visit carries the fee your company has set. Don't give causes or prices by phone; just book the visit.
What if an older adult is home without AC?+
Mark it urgent, offer the first available slot and, if the owner asks, transfer the call. Tell them to keep the AC off at the thermostat until the technician arrives.
What if the caller smells gas or the carbon monoxide alarm is going off?+
Tell them to leave the house right away, not to touch switches or the thermostat, and to call 911 or the gas company from outside. Continue the call only once they are 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