AFTER-HOURS CALL SCRIPT — DISPATCH WORKING COPY
Business: [name]    Time zone: [zone]    Reviewed by: [owner / date]
Live answering hours: [schedule and holidays]
On-call coverage hours: [schedule]    Callback window your team can meet: [window]
Service area: [postcodes]    Eligible job types: [approved list]
Primary role: [contact in private rota]    Backup role: [contact in private rota]
Approved emergency wording / transfer policy: [from business owner]

GREETING
Thanks for calling [business]. I'm the automated after-hours assistant. I can take a service request or try the on-call team for [covered situations]. What are you calling about?

INTAKE
Service address and postcode / ZIP:
Confirmed callback number:
Caller's description:
Does the request match coverage and on-call rules?
Requested timing:
Permission to transfer:
Repeat the address and callback number to the caller.

HANDOFF
Available: That fits our on-call instructions. May I put you through with those details?
Unanswered: [approved backup or callback action and timeframe]
Routine request: I've recorded a request for [team] to review [window]. No visit has been scheduled.
Outside coverage: [approved explanation]
Immediate danger: [approved emergency wording]

DISPATCH NOTE
Time, time zone, reason in caller's words, route attempted, route outcome, promise made, next owner and due time.
Record only details your team needs in its approved system.