It depends entirely on the pattern, which is why the script makes the dispatcher ask rather than assume. A continuous or repeating alarm is an evacuation: CPSC says move outside to fresh air immediately, call 911 or the fire department, do a head count, and do not re-enter until responders give permission. A single chirp roughly once a minute is normally a low-battery or end-of-life signal, and that is an ordinary booking. Both callers say "my alarm is beeping". A dispatcher who books the first one into a Tuesday window has made the worst mistake available on that phone, and a dispatcher who evacuates the second one has burned a truck roll and their credibility. The script asks about symptoms too — dizzy, sick, confused, headache — because an occupant feeling unwell converts the call regardless of what the alarm is doing.

No, and this is the instruction most scripts get backwards. Published utility guidance is that the caller should not use a phone inside the building at all — a phone is a battery-powered electrical device and the point of the "do not operate anything" rule is that any of it can spark. So the script has the dispatcher take the callback number first, deliver the instruction, and let the caller go. If the caller volunteers that they are already outside and well away, staying on the line is fine. What the dispatcher must not do is hold someone in the building to finish spelling a street name. That is also why the callback number is captured before triage rather than after: the branch is designed to end the call.

Those are booking scripts with a one-line emergency mention, usually something like "if this is an emergency, tell the customer to call 911" dropped in after the objection-handling section. This one puts a full triage branch above the booking flow, gives the dispatcher the actual words for each life-safety scenario, cites where each instruction came from, and refuses to call the script ready while a gas-odour branch is switched on with no gas utility emergency number filled in. It also carries the consent wording — appointment texts, marketing, call recording, opt-out — which the vendor scripts leave out entirely even though their own software is what sends the texts.

Yes. Every branch has a × to drop it, and dropping it removes it from the export rather than hiding it — a script on a wall with a hidden branch is worse than one without it. A counter shows how many you have removed and a link restores them. The readiness check reacts: switch the gas-odour branch off and the script stops asking you for a gas utility emergency number. Switch every life-safety branch off and it tells you plainly that the script now routes every call straight to booking, which is the thing this template exists to prevent.

Neither, and every export says so in full. The safety instructions are drawn from published guidance by CPSC, the US Fire Administration, CDC, state pipeline-safety regulators and gas utilities, reproduced as dispatcher training copy — they do not replace calling 911 or your gas 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 goes on live calls.

On the sheet, in front of the dispatcher, not in someone's memory. There are fields for your after-hours supervisor line and your gas utility emergency line, and the escalation block lists the rest — 911, the electric utility outage line, your own dispatch number. The readiness check treats a blank after-hours number as an outstanding item, because the branches that need it are the ones that happen at 2am.

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.