Business basics
The essentials your agent will introduce itself with.
Hours, service area & services offered
So your agent knows what to tell callers about availability and what you do.
Outside business hours, the agent collects the caller's info and request and passes it along for the morning — same as during the day, just no live transfer attempt unless the caller insists.
Additional call handling details
A few extra things that help the agent handle calls smoothly.
To start, the agent won't book appointments — it collects the caller's info and request, and sends it to you by email/text. A human always follows up to actually schedule anything.
If a caller needs a real person, the agent will try one transfer to your main Business Phone Number — no separate on-call routing needed.
Emergency situations
This is the most important part for the script — it's how the agent knows when to treat a call as urgent instead of routine.
List the specific things a caller might describe that should get flagged as urgent and escalated right away.