No Heat / No AC Call Script for HVAC CSRs

No-heat and no-AC call script for HVAC CSRs

A no-heat or no-AC call is one of the most valuable calls your office takes, and one of the easiest to fumble. The caller is stressed, the board is full, and the CSR has to check for safety, ask the right questions and say the fee without flinching. This prompt writes the script around your own fee, hours and windows.

What to get right

Safety before scheduling. A gas smell, a CO alarm going off, or an infant, elderly or medically fragile person in a house with no heat or AC changes the call. The script should ask early and tell the CSR exactly what to say.
Two or three homeowner checks, no more. Thermostat on the right mode with working batteries, breaker not tripped, filter not badly clogged. Anything past that is the tech’s job.
Say the fee once, plainly. The number, what it covers and member pricing in one breath, then straight to the opening.
Book a window, not a promise. Offer the first real window and a backup. After hours, say the after-hours fee before anyone is dispatched.

The prompt

This is the Script an inbound no-heat or no-AC call workflow, word for word. Copy it, fill in the [brackets], and paste it into the AI tool your company uses.

Never paste: Customer addresses, phone numbers or emails, gate/lockbox/alarm codes, card numbers, or techs' personal phone numbers.

Write an inbound call script for a [no heat / no AC] call.
Company: [name]; Hours/after-hours fee: [policy]
Diagnostic fee: [$], member pricing: [$]
Questions we need answered: [system age, what it's doing, thermostat, breaker, vulnerable people at home]
Booking: [windows available]

Friendly, calm, quick. Include a safety check (gas smell, CO alarm, elderly/infant in home), simple troubleshooting the homeowner can do (thermostat, breaker, filter), and how to state the fee confidently.

Fill it in with the prompt builder → Open the full workflow CSR / Dispatcher · saves 1 hr once

How to use it

Fill in your hours, after-hours policy, diagnostic fee and member price.
List the questions your techs wish CSRs asked: system age, what it’s doing, any error codes.
Run the prompt once for no heat and once for no AC.
Read it out loud with a CSR and cut anything that doesn’t sound like your shop.
Keep it next to the phone and score a few real calls against it next week.

Tools that can help

Optional. The prompt works without any of these.

Avoca AI

AI receptionists

How it fits here: If no-heat calls reach voicemail at night, this is the kind of tool that picks them up: its site says AI agents answer calls, texts and chats and book jobs 24/7.

Pricing: Pricing on request Checked Oct 2026

Details →Visit Avoca AI

Rosie

AI receptionists

How it fits here: Answers after hours in English or Spanish, takes the details and can book, so a no-heat caller at 9 p.m. reaches something besides voicemail. Your safety questions and on-call rules still need a person.

Pricing: Professional $49/mo (250 minutes); Scale $149/mo (1,000 minutes); Growth $299/mo (2,000 minutes). 7-day free trial. Checked Oct 2026

Details →Visit Rosie Affiliate link

Recording calls or conversations? Recording-consent laws differ by state; some require everyone on the call to agree. Tell people, and check your state’s rules.

Questions shops ask

What should a CSR say if the caller smells gas?

Tell them to leave the house now, without flipping switches or using anything that could spark, and to call the gas utility’s emergency line or 911 from outside. Don’t book a regular service call until the utility has cleared it. Put your exact wording in the script so nobody improvises.

Should CSRs troubleshoot over the phone?

Only the basics a homeowner can do safely: the thermostat mode and batteries, the breaker, and a badly clogged filter. If one of those fixes it, note it on the account and offer a maintenance visit instead of a repair call.

How do I handle no-heat calls when the board is full?

Give the first real window, offer a spot on the cancellation list, and move households with someone at risk to the front. Don’t promise “today” unless dispatch has confirmed it.