Scripts get a bad reputation because people imagine a receptionist reading word-for-word like a robot. Good scripts do the opposite: they make the basics consistent, so the person answering can pay attention to the caller instead of working out what to say. Adapt these to your business and your voice.
Greetings
1. Standard greeting
"Thanks for calling Cedar Family Dental, this is Maria. How can I help you today?"
2. Busy-period greeting
"Thanks for calling Summit Heating, this is Dave. We're busy this morning, but I can help. What's going on?"
More greeting ideas in our guide to answering the phone professionally.
Booking and scheduling
3. New booking
"I can book that for you. Are you a new or existing customer? ... I have Tuesday at 10am or Wednesday at 2pm. Which works better?"
Offering two specific options is faster than "when are you free?"
4. Rescheduling
"No problem. I have you on Thursday at 3pm. Would later this week or early next week be better?"
5. Confirming
"You're booked for Tuesday the 7th at 10am. I'll text you a confirmation with our address now."
Questions
6. Pricing question
"A standard cleaning is [price]. If you'd like, I can check availability and book you in while we're on the phone."
7. When you don't know the answer
"That's a good question, and I want to get you the right answer. Let me check with [name] and call you back by [time]. What's the best number?"
Transfers and messages
8. Warm transfer
"Sam handles billing, so I'll bring him in and explain your question so you don't have to repeat it. One moment."
See our warm vs cold transfer guide.
9. The person isn't available
"Dr. Lee is with a patient right now. I can take a detailed message and have her office call you this afternoon, or book a time for you to speak. Which would you prefer?"
10. Taking a message
"Can I get your name, the best number, and a quick note on what it's about? ... And what's a good time to call you back?"
Difficult calls
11. An upset caller
"I'm sorry this has happened. Let me make sure I understand. [Repeat back.] Here's what I can do right now..."
Acknowledge, confirm you've understood, and move to a concrete next step. Don't argue with the feeling.
12. A sales call
"Thanks for calling. We're not looking at that right now, but you're welcome to email [address]. Have a good day."
Urgent and after-hours calls
13. Emergency call
"If anyone is in immediate danger, please hang up and call 911. Otherwise, tell me what's happening and I'll get our on-call technician to you right away."
14. Closing time
"We're just closing for the day, but I can book you for first thing tomorrow. Would 8:30 work?"
Ending the call
15. Closing
"You're all set for Tuesday at 10. Is there anything else I can help with? ... Thanks for calling Cedar Family Dental."
Scripts that run themselves
An AI receptionist works from exactly this kind of script. With AutomateNexus Voice you write the greeting, the questions and the transfer rules in plain English, and every call follows them, at any hour, with appointments booked during the call. See our industry script templates.
Tips for making scripts sound natural
- Learn the structure, not the words. Knowing the steps matters more than reciting sentences.
- Use the caller's name once you have it.
- Repeat back key details such as dates, times and phone numbers.
- Smile when you speak. It's audible.
- Review scripts every few months as prices, services and staff change.
Keep scripts in one place
Store your scripts where everyone who answers the phone can find them in seconds, alongside answers to your ten most common questions. When something changes, update it there first so every caller hears the same thing.
Frequently asked questions
What should a receptionist say when answering the phone?
Thank the caller, give the business name and your name, and ask how you can help.
Should receptionists use scripts?
For the common calls, yes. Scripts keep information and tone consistent and free the receptionist to focus on the caller.
How should a receptionist handle an angry caller?
Stay calm, acknowledge the problem, repeat it back to confirm understanding, and offer a concrete next step.
What's the best way to offer appointment times?
Offer two specific options rather than asking when the caller is free. It's faster and easier to answer.
Tagged[ ai call handling ][ Front Desk Operations ]