Emergency call script

An emergency caller is scared and in a hurry. This script keeps them safe first, gets the facts fast, gives them something to do while they wait, and books you with the rate agreed up front.

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The call

Call

Greet: "[Your business], this is [Your name]. What's happening?" Safety first: "Is anyone hurt or in danger right now?" If there is a fire, a gas smell, sparking or anyone hurt: "Please get everyone out and call 911 first. Then call me back." The facts: "What's the address? What do you see, and when did it start?" A first step: "[First step, for example: Find the main water shutoff and turn it clockwise until it stops.] Can you do that now?" Rate: "I can be there by about [Time]. Our emergency rate is [Rate] for the first [Hours], then [Rate after]. Is that okay?" Confirm: "I'm on my way. I'll text you when I'm close. Keep your phone on."

After-hours voicemail

Call

You've reached [Your business] after hours. If you have an emergency, such as [Emergency examples], call [Emergency number] or text this number and we will call you back within [Minutes] minutes. If there is fire, a gas smell or anyone is hurt, hang up and call 911.

Confirmation text

Text

Hi [Customer name], it's [Your name] from [Your business]. I'm on my way to [Address] and should be there by [Time]. Emergency rate as we agreed: [Rate]. If anything changes or it gets worse, call me at [Your phone].

When to send a emergency call script

Use it for any caller who says leak, flood, no heat, no power, sparks, smell or anything that cannot wait. Safety comes before the booking. Your trade's first steps differ: water shutoff for plumbing, the breaker for some electrical problems, the thermostat and filter for HVAC. Write yours into the script before you need it.

How to make it yours

Ask about danger first, every time. Send fire, gas and injuries to 911.
Give one first step they can do safely while they wait.
Agree the rate on the phone, and put it in the confirmation text.
Never promise a time you cannot keep. Add a few minutes to the drive.

Send it automatically: AI receptionist

Koira answers your number on the Grow plan, day or night. It works from a fixed playbook and passes anything it should not handle straight to you: only a price, a complaint or an emergency comes to you, so an urgent call reaches you instead of waiting in a queue.

Koira's free Office plan includes estimates, invoices and card payments. See pricing for what each plan sends for you.

Last checked October 9, 2026. This page is general information, not legal or tax advice. Rules change and differ by state and city, so confirm with the agency named before you act.

FAQ

What should I ask on an emergency call?

First whether anyone is hurt or in danger. Then the address, what they see and when it started. Then give them one safe first step and an arrival time.

Should I charge more for emergency calls?

Many contractors charge an after-hours or emergency rate. Whatever you charge, say it on the phone before you go, and put it in a text so there is no surprise on the invoice.

When should I tell a caller to call 911?

Whenever there is a fire, a gas smell, sparking or arcing, or anyone is hurt. Safety services come first; you come after.

How do I handle emergency calls at night as a one-person shop?

Decide in advance which calls you take after hours, put it in your voicemail, and use a callback or text-back so true emergencies reach you.

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