# The Quiet Protocol

## Plumbing Burst Pipe Text-Back Pack

Use this when urgent plumbing calls hit voicemail, overflow, or after-hours coverage. The goal is to recover the conversation fast, sound organized, and move the caller into the next step without vague "we'll call you back" language.

## What is inside

- Immediate text-back templates for active leaks, burst pipes, and uncertain emergencies
- Callback questions to confirm urgency, shutoff status, and property type
- Next-step copy for same-day dispatch, overflow scheduling, and after-hours holdover

## Fast triage questions

1. Is water still actively running or leaking?
2. Has the main shutoff been located or turned off?
3. Is the issue affecting one fixture, a ceiling, a wall, or multiple areas?
4. Is this residential, commercial, tenant-occupied, or vacant?

## Text templates

### Missed emergency call

Hi, this is {{company}}. We saw your call. If water is actively leaking, reply with:

- address
- whether the main shutoff is off
- best callback number

We are reviewing now and will text next steps shortly.

### Burst pipe confirmation

We can help. If you have not already, shut off the main water if it is safe to do so. Reply with a photo if possible and confirm:

- burst pipe or active leak
- ceiling or wall involved
- any electrical concern nearby

### Overflow / next available

We are fully dispatched right now, but we are reviewing the soonest available arrival. Reply YES if you want us to hold your place in line and send the next ETA window.

## Dispatcher notes

- Never promise an exact arrival until a truck is confirmed
- Confirm whether water is still active before collecting secondary details
- If electrical risk is mentioned, move the call to immediate escalation

## Suggested rollout

1. Load these messages into your phone system or dispatch CRM.
2. Give the team a one-page triage sheet with the four questions above.
3. Track how many missed calls get a reply within five minutes.