Leave the building now and take everyone with you. On the way out, do not touch any light switch, appliance, thermostat, doorbell or garage door opener, and do not use a phone inside the building — a phone is a battery-powered device and the whole point of the rule is that any of it can spark. Do not start a car in the garage. Once well away from the building, call 911 and the gas utility emergency line; utilities respond to leak reports around the clock at no charge. Do not go back inside until the gas company says it is safe, and never turn gas back on that has been shut off for a safety reason. That sequence is what gas utilities and state pipeline-safety regulators publish, and the script carries it verbatim rather than paraphrased.

It depends where it is coming up, which is what the branch asks. Sewage into a room people actually live in is a biological hazard — state health-department guidance is to keep children, pets and anyone with compromised health out of the area, avoid bare-skin contact with raw sewage, and stop adding water to the system, which means no running taps and no flushing anywhere in the house. A floor drain weeping in an unfinished basement is a different call. The branch also asks whether the water has reached electrical, because standing water near a panel or an outlet is an electrocution hazard that outranks the plumbing problem and changes both what the technician brings and whether the utility has to come first.

Because every life-safety branch is designed to end the call. The gas branch tells the caller to walk out of the building and not use a phone inside it. The CO branch sends them outside to dial 911. The fire branch ends with "get out, do not go back in". If the dispatcher is still working toward the number when one of those fires, the call is lost and so is the customer — and nobody can ring back to confirm they are safe or to dispatch once the utility clears the building. Taking the number first costs eight seconds and is the single highest-value change in the whole document.

Those are booking scripts with an emergency footnote, usually a line telling the dispatcher to advise the customer to call 911, placed 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 holds the script back from "ready" while the gas-odour branch is on with no utility emergency number recorded. It also carries the consent language — appointment texts, marketing, call recording and the opt-out — which the vendor scripts omit entirely, despite their own platforms being what sends the texts.

Every line is editable — the questions, the instructions, the hand-off notes and the booking blocks are all plain text fields, because your call centre has its own voice and your state may have its own requirement. What is not editable is the ordering, and that is deliberate: life safety prints above urgent, urgent above routine, in the builder and in all three export formats. The citations behind each instruction live in the ⓘ tooltips rather than in the script body, so what you edit stays clean enough to read aloud.

No, and the disclaimer travels in every PDF, Excel and Word export saying so. The safety instructions are published guidance from CPSC, the US Fire Administration, state health departments, state pipeline-safety regulators and gas utilities, reproduced as dispatcher training copy — they do not replace calling 911 or the 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. Have your own counsel confirm the recording basis for your state and your marketing opt-in flow before this script 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.