Plumbing phone scripts
Phone script for a sewage backup call into the house
A homeowner whose drain is backing up is scared, the smell is in the house, and the call often comes after a holiday dinner. Whoever answers well and books the earliest visit keeps the job.
Short answer
For a sewage or drain backup, first tell the caller to stop using water and drains, find out which fixtures are backing up and whether it is one or all, then book the earliest plumber visit. Clara follows this script on every call, in English or Spanish.
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 diagnose over the phone. It is to stop water and drain use, make clear what is happening and book the plumber visit with a confirmed address. If several fixtures back up at once, the problem is usually the main drain line, and that has to be checked in person. Do not quote a price or promise the visit fixes it in one go.
The script step by step
Greet with the company name
"Thanks for calling [Company], this is [name]. How can I help?" If the caller answers in Spanish, switch to Spanish.
Ask them to stop using water
"The most important thing right now: please don't use the shower, the sink or the toilet, and don't pour anything down the drains." This keeps the problem from getting worse.
Find out which fixtures are backing up
"What is backing up, the toilet, the shower, the sink or all of them?" If it is one fixture, it may be a local clog. If it is all of them, it is the main line.
Ask if water is coming out now
"Is dirty water coming out right now, or is the smell very strong?" If yes, flag it urgent and offer the first open hour.
Offer two time slots
"I can book a plumber visit today at 4 or tomorrow at 9. Which works better?" Two options close better than "when are you free?"
Read the address back
"So that's 2210 Maple Avenue in Arlington, zip 76013. Correct?"
Explain the visit fee without numbers
"The visit has a diagnostic fee set by the company. The plumber will confirm the cost before starting." Never say an amount.
Mistakes that lose the customer
- Putting it off until after the holidays. A sewage backup is urgent; the caller phones the next company that answers.
- Quoting a price over the phone without knowing what is in the line.
- Giving repair instructions beyond asking them to stop using water.
- Not confirming the address. Showing up at the wrong house with dirty water loses the customer and the job.
- Letting it ring more than 3 times. The person is panicking and hangs up.
If the caller smells gas, this is not a drain call: they should leave the house and call 911 or the gas company from outside.
How Clara handles these calls 24/7
Clogged drain and sewage backup calls often come in at night, on weekends or on holidays. AquiVoz answers your plumbing company's phone 24/7, speaks English, Spanish and Portuguese, flags the call as urgent, offers the first free slot on your calendar and notifies you on the phone right away. If you ask, it can transfer the urgent call straight to you.
Frequently asked questions
What if the caller asks how much it costs to clear the drain?+
Explain that the cost depends on what is found when the line is checked, and that the visit has the diagnostic fee your company has set. Book the slot.
What should I tell the caller while the plumber is on the way?+
Only ask them to stop using water and drains and keep the bathroom door closed. Do not give instructions to clear or take anything apart.
What if the caller only speaks Spanish?+
Stay in Spanish for the whole call and note the language preference so the plumber who goes out knows.
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