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After-hours template

After-hours emergency intake script

A controlled script for calls that arrive when staff are offline and the caller may need urgent help, a callback, or a scheduled visit.

Map after-hours routingView all templates

Example dialogue

A safe starting point for the first call flow.

Treat this as a planning artifact, not a recording or customer transcript. The production version should use your approved greeting, disclosure, service rules, and escalation contacts.

Havio agent

Thanks for calling. I can help triage the issue and route urgent calls to the right person. What is happening right now?

Caller

There is water leaking under the sink and it is getting worse.

Havio agent

I can take the details. Is the leak active, and is there any risk of electrical contact or property damage?

Caller

It is active, but no electrical risk.

Havio agent

Got it. I will capture your address, phone number, and access notes, then alert the on-call contact with the emergency summary.

Qualification questions

  • What happened and when did it start?
  • Is there active damage, safety risk, water, heat loss, lockout, or another urgent condition?
  • What is the service address and access instruction?
  • What phone number should the technician use for callback?
  • Has anyone already tried to fix or shut off the issue?
  • Can the caller wait for normal business hours, or is immediate escalation required?

Routing rules

  • Transfer or alert the on-call contact when urgency, safety, or property-damage rules match.
  • Create a next-business-day callback when the caller confirms the issue can wait.
  • Stop automation and route to a person when the caller is angry, vulnerable, confused, or reports a safety risk.
  • Never promise arrival time, price, warranty, or emergency coverage unless those rules are explicitly configured.

Output fields

  • Caller name and callback number
  • Service address and access notes
  • Issue category, urgency, and safety flags
  • Recommended route: emergency alert, callback, or scheduled visit
  • Transcript link and escalation status

Launch checks

  • Confirm the true on-call schedule before forwarding after-hours traffic.
  • Test emergency, non-emergency, wrong-number, angry-caller, and missing-address paths.
  • Define the exact words the agent may use when it cannot guarantee response time.
  • Review the first week of transcripts daily before expanding coverage.

Launch readiness

Turn this template into a checklist before callers hear it.

Check the items your team has approved. The list becomes a practical demo brief for routing, knowledge, transfers, and post-call review.

Readiness score

0%

0 of 4 checks complete

Guardrails

The template is only launch-ready after the boundaries are approved.

Approve what the agent can say about prices, availability, timing, policy, and service scope.

Confirm when the agent must transfer, create a callback, or stop because the request is sensitive.

Test failed calendar writes, unreachable transfer contacts, missing caller data, and unclear intent.

Review transcripts during soft launch before expanding traffic or adding more call types.

Related buyer paths

Use this template with the pages buyers usually need next.

After-hours answeringContinuePlumbing workflowContinueAfter-hours revenue calculatorContinue