Setup · 9 min read

How to write a call script that sounds like your business

The single biggest factor in how useful an AI receptionist is comes down to the script you give it. Here is how to write one that sounds like you and gets you the details you actually use.

Start with a short, human greeting

Keep it under two sentences. Say your business name, and offer help. Long recorded-sounding introductions make callers impatient.

Example: "Thanks for calling Ridgeline Heating and Air, this is the scheduling assistant. What can I help you with today?"

List the questions you always ask

Think about the last ten calls you returned. What did you need to know before you could act? Put those questions in the order you would naturally ask them.

Name and best callback number
Service address, including town or ZIP
What is happening, in their words
How long it has been happening
Any safety concerns right now
Best time for a visit

Define what counts as urgent

Write a short list of conditions that change how a call is handled. Be concrete: "water actively leaking," "no heat and inside temperature under 55," "burning smell." Then decide what happens: alert you, transfer, or promise a fast callback.

Write the things it should never say

This is just as important. Common examples: do not promise a specific arrival time, do not confirm insurance coverage, do not quote a repair price, do not give technical repair instructions.

Plan for the off-script call

Some callers will be vendors, job applicants or people asking for directions. Give the assistant a simple default: take a message with name, number and reason.

Test it yourself, then adjust

Call your own number pretending to be three different customers: an emergency, a routine request and a confused caller. Read the summaries. Anything missing or awkward is a script fix, not a reason to give up.

The takeaway

A good script is short, specific and honest about limits. Spend an hour on it and you will get far more useful calls every week.

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