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Free call script template

Restoration Web Lead Callback Script: Calling Back Form and Message Leads

Reviewed by , Co-Founder · Updated

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In short

What should you say when you call back a restoration web lead?

Call a restoration web lead back as fast as you can: say who you are and which request you're calling about, ask the safety question first, confirm whether water is still coming in, then take the address, source, who can authorize work and insurance details, and set a next step. Botcadence's restoration answering service can run this callback for you.

A form lead, a Google message or a Facebook lead is a homeowner who reached out and didn't get a person. By the time you call back, they may have called two other companies. This script is for the callback: the first 30 seconds decide whether they stay on the line.

It differs from an inbound call in three ways:

  • You start the call, so say why. Name the company and the request they sent, so it doesn't sound like a sales call.
  • Their form already has some answers. Confirm them instead of asking again; that alone sounds organized.
  • Safety still comes first. A loss that was small when they filled in the form may be worse now.

If an automated or AI system places these callbacks: US rules treat AI-generated voices as artificial voices under the TCPA, which requires the called person's prior express consent, and prior express written consent for telemarketing. Make sure your form's consent wording covers a callback by phone, and check it with counsel.

Replace the words in [brackets], and fill in what the form already told you.

The script, step by step

  1. 1. Say who you are, then check safety

    Say
    Hi, this is [Name] from [Company]. You sent us a request about [water damage / the form subject] [a few minutes ago / this morning]. Before anything else, is everyone safe there?
    Why
    Naming the request makes it a callback, not a cold call. The safety question comes first because the situation may have changed since they filled in the form.
    Write down
    • Reached the person who sent the request (yes or no)
    • Anyone hurt or in danger
    What to do at step 1
    IfThen
    Anyone is hurt, there is fire, or they smell gas"Please hang up and call 911, or the gas company from outside. Call us back on this number when everyone is safe." Log it and alert the on-call technician.
    Wrong person, or they didn't send a request"I'm sorry to bother you. I'll take this number off our list." Mark the number do not call.

  2. 2. Check it's a good time

    Say
    Is now a good time for two or three minutes so we can get someone out to you?
    Why
    Asking keeps the call welcome. If they're busy or in the middle of the cleanup, a scheduled callback beats a rushed intake.
    Write down
    • Good time (yes or no)
    • Callback time, if not

  3. 3. Is water still coming in?

    Say
    Is water still coming in right now, or has it stopped? If you can reach the main water shutoff safely, without walking through standing water or past wet outlets, please turn it off.
    Why
    An active loss changes everything: it wakes the on-call technician now instead of booking an inspection.
    Write down
    • Active or stopped
    • Water shut off (yes or no)

  4. 4. Confirm what the form told you

    Say
    I have the address as [address from the form] and your number as [number]. Is that right, and is there a gate code or anything we should know to get in?
    Why
    Reading back the form shows you have their details and catches typos, which are common on phone keyboards.
    Write down
    • Confirmed address and unit
    • Confirmed callback number
    • Access notes

  5. 5. Where did the water come from, and what's wet?

    Say
    Where did the water come from, and which rooms are wet? Is any ceiling sagging?
    Why
    The source tells the technician what kind of water to expect; the rooms and any sagging ceiling set the urgency and the crew.
    Write down
    • Source
    • Rooms and floors affected
    • Sagging ceilings, walls or floors

  6. 6. Who can authorize the work?

    Say
    Are you the owner, a tenant or the property manager? If we need to start work, who can approve it?
    Why
    A tenant can report a loss but usually can't sign for the work.
    Write down
    • Caller's role
    • Name and number of the person who can authorize work

  7. 7. Insurance details

    Say
    Are you planning to go through insurance? Which company is it, and have you opened a claim yet?
    Why
    Capturing the carrier and claim number on the first call saves a chase later.
    Write down
    • Insurance company
    • Claim number, if opened
    What to do at step 7
    IfThen
    They ask whether insurance will cover it"Your insurance company decides that. We'll document everything we find for your claim."

  8. 8. Set the next step

    Say
    [Active:] I'm sending this to our on-call technician now, and they'll call you at [number] within [your callback window]. [Stopped:] The next step is an inspection. I have [day and time] or [day and time]. Which works better?
    Why
    Every callback should end with a time the customer can count on.
    Write down
    • On-call alert sent, and who acknowledged
    • Inspection date and time

  9. 9. Close the call

    Say
    If it's safe, take photos of the damage. If anything changes or anyone feels unsafe, call 911 first, then call us back on this number. Thanks for reaching out to [Company].
    Why
    Ending on the safety rule and the callback number means they know what to do if things get worse before the crew arrives.

What not to say

Don't saySay insteadWhy
“You filled out our form, so we can call you any time.”“Is now a good time for two or three minutes?”A form isn't permission for any call at any hour, and the customer should feel in control.
“We'll be there in 30 minutes.”“The on-call technician will call you within [your callback window] to set a time.”Arrival depends on the crew and the roads. Promise only the callback you can keep.
“Insurance will cover this.”“Your insurance company decides coverage. We'll document everything.”Coverage depends on the policy and the facts.
“We're the cheapest in town.”“The technician will go through pricing after the inspection.”Nobody can price a loss they haven't seen, and price claims invite disputes.

When to hand off

WhenWhat happens
Anyone is hurt, fire, or a gas smellCaller calls 911 or the gas company. Log it and alert the on-call technician.
Water is still coming inWake the on-call technician now, and keep escalating until someone acknowledges.
They already hired another companyThank them, note it, and close the lead. Don't push.
Wrong number or no requestApologize and mark the number do not call.
Commercial or multi-unit propertyAlert the commercial manager.

Spanish version

The same steps in Spanish. Read it aloud with a fluent speaker on your team and adjust the wording to how your customers talk before you use it.

  1. Paso 1. Hola, le habla [Nombre] de [Compañía]. Nos mandó una solicitud sobre [daños por agua / el tema del formulario] [hace unos minutos / esta mañana]. Antes que nada, ¿están todos bien?
  2. Paso 2. ¿Tiene dos o tres minutos para que podamos mandarle a alguien?
  3. Paso 3. ¿Sigue entrando agua en este momento, o ya paró? Si puede llegar a la llave principal del agua sin pasar por agua estancada ni cerca de enchufes mojados, por favor ciérrela.
  4. Paso 4. Tengo la dirección como [dirección del formulario] y su número como [número]. ¿Es correcto? ¿Hay algún código de portón o algo que debamos saber para entrar?
  5. Paso 5. ¿De dónde vino el agua, y qué cuartos están mojados? ¿Algún techo se ve hundido?
  6. Paso 6. ¿Usted es el dueño, el inquilino o el administrador de la propiedad? Si tenemos que empezar el trabajo, ¿quién lo puede autorizar?
  7. Paso 7. ¿Piensa hacer un reclamo al seguro? ¿Con qué compañía, y ya abrió un reclamo?
  8. Paso 8. [Si sigue entrando agua:] Le estoy pasando esto ahora mismo a nuestro técnico de guardia, y le va a llamar al [número] dentro de [su tiempo de respuesta]. [Si ya paró:] Lo que sigue es una inspección. Tengo el [día y hora] o el [día y hora]. ¿Cuál le queda mejor?
  9. Paso 9. Si es seguro, tome fotos de los daños. Si algo cambia o alguien se siente en peligro, llame primero al 911 y después vuélvanos a llamar a este número. Gracias por comunicarse con [Compañía].

Sources

  1. FCC: AI-generated voices in robocalls are artificial under the TCPA (February 8, 2024) (checked )
  2. CDC: Reentering your flooded home (checked )
  3. EPA: A brief guide to mold, moisture and your home (checked )

How a Botcadence agent runs this script

Botcadence can run this callback, or make sure an inbound call never needs one:

  • Leads into Botcadence. Facebook and Instagram Instant Form leads can sync into a contact list, and your website or Zapier can send a lead to Botcadence as a webhook event.
  • The callback. An automation on that event can have an outbound campaign call the lead with this script, text them, or alert your on-call team. Outbound campaigns call during the hours you set, retry within your limits and skip numbers marked do not call. Botcadence doesn't record or check consent, so make sure your form's consent covers the call.
  • Inbound first. Forwarding your line to the restoration answering service means fewer leads need a callback at all.

It runs on the Voice AI plan: $249 a month with 1,500 minutes, then $25 per 200 extra minutes.

Common Questions

Questions about this script

As fast as you can. A homeowner with water damage often contacts several companies, so a fast callback keeps you in the running. Set a target in minutes for business hours and a clear rule for after hours.

Your name, your company and the request they sent, then the safety question. Naming the request makes it a callback the homeowner expects, not a sales call.

Yes, but the FCC treats AI-generated voices as artificial voices under the TCPA, which requires the person's prior express consent. Make sure your form's consent wording covers a phone callback, and check it with counsel.

Confirm them instead: read back the address and number from the form and ask what's missing. It's faster and shows the homeowner you have their details.

Yes. Each of the nine steps has a Spanish line, from the opening that names the request to the close. Have a fluent speaker on your team read it aloud once before you use it.

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