The branch splits at smoke or flame. If the caller can see smoke or fire, the answer is US Fire Administration guidance and nothing else: get everyone out, do not try to put it out, call 9-1-1 from outside. If there is no smoke, the priority is removing the energy — unplug what can be reached safely, then shut off the breaker for that circuit, or the main if they are not sure which one it is, and leave it off. Do not touch the outlet, do not take the cover off, do not put water on it. The circuit stays de-energised until a licensed electrician has inspected it, because re-energising a damaged circuit is how the follow-up call becomes a fire.

Call 911, and do not touch them while they are still in contact with whatever shocked them — the instinct to pull someone clear is exactly how a single casualty becomes two. If the power can be shut off at the breaker from a dry, safe spot, that goes first. Anyone who has taken a shock needs to be assessed by a paramedic even if they say they feel fine. The dispatcher's job on that call is to say those three things and then get off the line so the caller can dial 911; the address and callback number were already taken at the top of the script, which is the reason they are taken there.

Because if the street is out it is the utility's outage, and dispatching a van to it costs you a truck roll and costs the customer an hour of waiting for someone who cannot help. It sits in the urgent tier rather than life safety: the dispatcher checks, and if it is a street-wide outage they hand over the utility outage number instead of booking. The same branch carries the instruction not to keep resetting a breaker that trips straight back — a breaker that trips immediately on reset is protecting a fault, not misbehaving, and repeated resets are how an intermittent fault becomes the arcing call above.

Those are booking scripts with an emergency footnote — typically one line telling the dispatcher to advise the caller to ring 911, sitting after the objection handling. This one puts a full triage branch above the booking flow, gives the dispatcher the exact words for each scenario, cites the authority behind every instruction, and will not call the script ready while the after-hours escalation number is blank. It also carries the consent language for appointment texts, marketing, call recording and the opt-out, which the vendor scripts leave out despite their own software being what sends the messages.

Yes. Each branch has a × that drops it, and dropping it removes it from the export rather than hiding it — a wall script with an invisible branch is worse than one without it. A counter shows how many you removed and a link puts them back. The readiness check follows along: remove every life-safety branch and it tells you the script now routes every call straight to booking, which is the failure this template was built to prevent. Every line of every branch is editable too, so the wording matches how your call centre actually speaks.

No, and the full disclaimer ships inside every PDF, Excel and Word export. The safety instructions are published guidance from the US Fire Administration and CPSC reproduced as dispatcher training copy; they do not replace calling 911 or your utility emergency line. The consent wording reflects 47 CFR § 64.1200 and 18 U.S.C. § 2511(2)(d) as researched, and both areas move — TCPA consent rules have changed repeatedly through litigation and rulemaking, and call-recording consent varies by state. Confirm both with your own counsel before this is used on live calls.

Two separate questions, and the script keeps them separate. For texts: an appointment update — "your tech is 20 minutes out" — generally rests on prior express consent, which the caller gives by handing you the number for that purpose (47 CFR § 64.1200(a)(1)). Advertising and telemarketing sent with an autodialer or a prerecorded voice is the higher bar: prior express written consent, a signed agreement clearly authorising it (47 CFR § 64.1200(a)(2), (f)(9)). Do not treat "sure, text me your deals" on a phone call as satisfying that. This area has genuinely moved: the FCC's one-to-one consent rule was vacated by the Eleventh Circuit in Insurance Marketing Coalition v. FCC in January 2025 and the FCC then removed the language, and the effective date of part of the 2024 revocation order has been pushed more than once. So the script tells your dispatcher what is settled — that a revocation must be honoured within a reasonable time not to exceed ten business days, and that you cannot designate one exclusive way to opt out (§ 64.1200(a)(10)) — and tells you to get counsel on your own opt-in flow rather than trusting a rule that may have changed again. For recording: federal law permits recording a call you are a party to with one party's consent (18 U.S.C. § 2511(2)(d)), but a number of states require every party to consent and the published lists disagree at the margins, so this builder ships a jurisdiction field rather than a hardcoded 50-state table. Until you mark the basis confirmed, the script prints the all-party disclosure, which is lawful either way.