Plumbing emergency call script: safety and the water shut-off first, then the address, the problem and a booked visit
By Sharrk Team · October 16, 2026
A good plumbing emergency call script gets the caller safe and the main water valve shut off first, then takes the address, sorts the problem into "tonight" or "tomorrow," states the fee and ends with a booked visit or a live transfer to the on-call plumber. Sharrk runs exactly this script 24/7 with an AI voice agent, so every emergency call at 2 a.m. gets the same calm, complete answer.
Below is the full inbound script you can copy, plus the triage table and the follow-up text.
What should you ask first when a caller has a plumbing emergency?
Safety comes before the address. A panicked caller standing in an inch of water needs three instructions, in this order:
- Gas smell? Get out. If the caller mentions a gas or rotten-egg smell (common with water heater calls), they should leave the building and call 911 once outside. Massachusetts' official guidance says to evacuate, call 911 from outside, not to switch lights or appliances on or off, and not to try to shut off the gas themselves. Your call ends there until they are outside.
- Water near electricity? Stay out of it. Ready.gov warns not to touch electrical equipment if it is wet or if you are standing in water, and to turn off the electricity only if it is safe to do so. If water is near outlets, a panel or appliances, tell the caller to stay out of the wet area.
- Shut off the main water valve. American Water advises every household to know where the main shut-off is, typically where the water line enters the home (basement, crawlspace or utility closet), and to shut the water off immediately when pipes freeze or fail. For a single fixture, the local shut-off under the sink or behind the toilet works too.
Only then move to the job details. Leaks are expensive to ignore even when they aren't dramatic: EPA WaterSense estimates the average household's leaks waste more than 9,300 gallons a year, and 9% of homes have leaks wasting 50 gallons or more per day. That is a good reason to book the slow drip too, just not at emergency rates.
The full plumbing emergency call script
Replace the bracketed parts with your own details.
Greeting
"Thanks for calling [Company], this is [Name]. Is anyone in danger right now, or is water still running?"
Safety check (always ask)
"Do you smell gas or rotten eggs anywhere?" If yes: "Please leave the house now, don't flip any switches, and call 911 or your gas company once you're outside. Call us back when you're safe."
"Is any water near outlets, the electrical panel or appliances?" If yes: "Please stay out of the wet area and don't touch anything electrical. Only turn off the power at the breaker if you can reach it without standing in water."
"Have you been able to shut off the water?" If no: "The main shut-off is usually where the water line comes into the house, often in the basement, crawlspace, utility closet or near the water heater. Turn it clockwise until it stops. If it's just one toilet or sink, the small valve behind or under it will do."
Contact and address
"What's the service address, including any unit or gate code?" "What's the best number to reach you, and is that a mobile I can text?" "Are you the owner, or a tenant or property manager?"
Triage questions
"Tell me what's happening. Is water actively leaking or spraying right now?" "Is sewage or dirty water coming up from a drain, toilet or tub?" "Do you have no water at all in the house?" "Is this about the water heater: leaking, no hot water, or a smell or noise?" "Where is it, and roughly how much water: a drip, a puddle, or standing water?" "How many bathrooms are in the house, and is this the only one?"
Set expectations and the fee
"Based on what you've told me, this is [an emergency we'll send someone for tonight / something we can fix first thing tomorrow]." "Our after-hours service call is [$fee], which covers the trip and diagnosis. The plumber will give you a price for the repair before starting any work. Is that okay?"
Book or transfer
Emergency: "I'm connecting you to our on-call plumber now. Please stay on the line." If the transfer doesn't connect: "I've flagged this as urgent and the on-call plumber will call you back within [X] minutes." Next-day: "I have [time window] tomorrow. Does that work?"
Close
"You'll get a text with your appointment details in a moment. Keep the water off until the plumber arrives. Anything else I should pass along?"
Which plumbing problems are emergencies and which can wait until morning?
Use a simple rule your agent and your team can both apply: if water or sewage is still coming, or the home has no usable water or toilet, it's tonight. Everything else is the first slot tomorrow.
| Caller says | Category | What happens |
|---|---|---|
| Burst or spraying pipe, water still running after shut-off attempt | Emergency | Live transfer to on-call plumber |
| Sewage backing up into the home | Emergency | Live transfer; tell caller to stop using water |
| No water at all in the house | Emergency | Live transfer (ask if neighbors are out too) |
| Water heater leaking heavily, or gas smell near it | Emergency (gas: 911 first) | Safety steps, then transfer |
| Only toilet in the home clogged or overflowing | Emergency | Live transfer |
| Leak stopped once the main was shut off | Next morning | Book first slot, keep water off |
| No hot water, no leak | Next day | Book a regular slot |
| Slow drain, dripping faucet, running toilet | Routine | Book at standard rates |
| Estimate for a remodel or water heater replacement | Routine | Book an estimate visit |
Adjust the list to your own on-call rules. The point is that the caller hears a clear decision in under a minute.
How should you handle after-hours fees on an emergency call?
Say the fee early and plainly, before dispatch. A fee the caller agreed to on the phone never becomes a surprise on the invoice. Keep three things consistent in the script: the after-hours service call amount, what it covers (trip and diagnosis), and that the repair is quoted before work starts. If a caller declines the fee, offer the first regular slot the next morning so the call still ends with a booking.
For more on setting the number itself, see our guide to after-hours service call fees; the same logic applies to plumbing. If you're weighing who should answer these calls in the first place, our breakdown of plumbing answering service cost compares the options.
What should the follow-up text say?
Send it the moment the call ends so the caller has your details in writing:
"[Company]: Your plumber is booked for [date, time window] at [address]. After-hours service call: [$fee], repair quoted before work starts. Keep the main water off until we arrive. Reply here if anything changes."
For an emergency that was transferred, change the first line to "Our on-call plumber [Name] is on the way." Business texting needs a registered brand and campaign with the carriers first.
How Mako builds this script for you
Mako is the AI assistant inside Sharrk that builds your agents and follow-ups from plain English. Tell it something like "Answer after-hours plumbing calls, check for gas and electrical hazards, walk callers to the main shut-off, transfer burst pipes and sewage backups to my on-call phone, and book everything else for the next morning with a $[fee] after-hours charge." Mako writes the voice agent's prompt with these steps, sets the live transfer and the booking calendar, and drafts the follow-up text. It shows you each change on an Apply card and asks before saving, so you stay in control of every word.
How Sharrk handles this
Sharrk's AI voice agent answers every call 24/7 and runs this script the same way on the first call of the night and the fiftieth. Real emergencies get a live transfer to your on-call plumber; everything else gets booked onto Sharrk's calendar, Calendly, Cal.com or straight into ServiceTitan. Leads from your web forms, Angi and Thumbtack get a reply in under 30 seconds by call or text, and Strikes handle the follow-up texts and calls during 8am to 8pm quiet hours. Every caller lands in the built-in CRM.
See how it fits your trade on our AI receptionist for plumbing page. You can start free with 2,500 credits and build the agent with Mako in your browser, no card needed, or book a demo and we'll walk through it with you. Paid plans start at $99 a month with no contracts or setup fees.
Sources
- Mass.gov: What to do if you smell gas (checked October 16, 2026)
- Ready.gov: Floods (checked October 16, 2026)
- American Water: It's getting cold, know where your shut-off valve is (checked October 16, 2026)
- EPA WaterSense: Fix a Leak Week (checked October 16, 2026)
Related on Sharrk: AI receptionist for plumbing · AI answering service · Contractor automation
Frequently asked questions
What is the first thing to tell a caller with a burst pipe?
Tell them to shut off the main water valve, after confirming there's no gas smell and no water near electricity. The main shut-off is usually where the water line enters the home, often in a basement, crawlspace or utility closet.
What should a plumber's receptionist say if the caller smells gas?
Tell the caller to leave the building right away and call 911 or the gas company once outside, without switching lights or appliances on or off. Don't continue the booking until they are safe.
Which plumbing calls should be transferred to the on-call plumber?
Transfer calls where water or sewage is still coming into the home, there is no water at all, the only toilet is out, or a water heater is leaking heavily. Leaks that stopped once the main was shut off can usually be booked for the first slot the next morning.
Should you quote the after-hours fee on the phone?
Yes, state the after-hours service call fee before dispatching, along with what it covers and that the repair is quoted before work starts. That way the fee is agreed on the call, never a surprise on the invoice.
Can an AI voice agent handle plumbing emergency calls?
Yes. Sharrk's AI voice agent answers 24/7, runs the safety and triage questions, transfers real emergencies live to your on-call plumber and books the rest onto your calendar or into ServiceTitan.