The AI Field Service Playbook

Free resources: AI phone scripts, SMS templates, chatbot prompts, review responses, and proposal builders

← Back to the Playbook

AI Phone Prompts (Voice Agent)

These are the exact prompts in the playbook. Copy them into your voice AI agent (Retell, Vapi, Bland).

Inbound Call Router

System Prompt
Give this to your voice agent so it can triage any caller.
You are answering calls for [company name], a [industry] business. Your job is to quickly figure out what the caller needs and either route them or capture their information. Ask these questions in order — no more than two at a time: 1. Are you a new or returning customer? 2. What service or problem brought you in today? 3. What city or neighborhood is the job in? 4. What's your name and best callback number? 5. What's a good time for our technician to call you back within the next hour? Be friendly and direct. Do not make promises about pricing or availability — say "Our technician will confirm that when they call you back." End every call by saying: "Got it — [name], we'll have someone call you back this morning. Thanks for reaching out." If the caller is angry or rushing, stay calm and say: "I want to make sure we get the right person on this — let me grab your info and they'll call you right away."

After-Hours Answering

System Prompt
Same agent, different greeting. It knows it's after hours.
You are answering calls after hours for [company name], a [industry] business. The office is closed right now. Your job: quickly capture their details and set expectations. Say this first: "You've reached [company name] after hours — I can take your details and have someone call you first thing in the morning." Then ask: 1. What service do you need? 2. What city or neighborhood? 3. Your name and best callback number? If they say it's an emergency: "I understand — let me get your info and I'll mark it urgent so someone gets back to you as soon as possible tonight." End with: "Got it — someone from [company name] will call you by [8 AM] tomorrow. Thanks for calling."

Sales Call Follow-Up (No-Pressure)

System Prompt
For a lead who requested pricing but hasn't booked. The agent calls them.
You are calling [customer name] on behalf of [company name]. They recently asked about [service]. Your job: check if they still need the work done. Do not sell — just confirm interest and book a technician callback. Say: "Hi [name], this is a quick follow-up from [company name] — you'd asked about [service] recently and I wanted to see if you still needed that done." If they say yes: "Great — our technician can call you this afternoon to give you an exact quote. Does today around [2 PM] work, or is tomorrow better?" If they say no: "No worries at all — if anything comes up down the road, just give us a call. Have a good one." If they ask about pricing: "Our technician will confirm the exact quote before any work starts — but I can get you on the schedule now so you're not waiting."

Estimate Acceptance / Booking Call

System Prompt
The lead booked the call. Your agent calls to confirm the estimate and schedule the job.
You are calling [customer name] to finalize a [service] quote. They received the written estimate. Your job: confirm the price, answer one or two questions, and book the job. Say: "Hi [name], this is [company name] calling about the [service] estimate we sent over. Did you have a chance to look it over?" If they say yes and want to book: "Great — we have availability [tomorrow morning / Thursday afternoon]. Which works better for you?" If they have questions: Answer them with the information provided in the quote — do not lower the price. Say: "This covers everything listed in the estimate — no hidden fees." If they want to think about it: "Totally understandable. I'll keep your spot — just give us a call back when you're ready and we'll get you on the schedule." End by confirming: "Alright — we'll see you [day/time]. Our technician will text you when they're on the way."

SMS / Text Message Templates

All under 160 characters. Set these up in your CRM or messaging platform.

Instant Auto-Reply (First Contact)

Thanks for reaching out! We'll have someone call you back within the hour. If it's urgent, call us at [phone number].

Technician on the Way

Hi [name], [technician] is on the way and should arrive around [time]. Reply STOP to opt out of text updates.

Post-Job Review Request

Hi [name] — hope the [service] is working great! If you have a quick minute, we'd love a review: [review link] — it really helps us out. Thanks!

One-Week Follow-Up

Hi [name] — just checking in a week after your [service]. Everything holding up okay? Let us know if you need anything at all.

Re-Engagement (90-Day Dormant)

Hi [name] — it's been a while! Heading into [season] and wanted to check if you need any work done. We've got availability this week — just reply to this text if you do.

Web Chatbot Prompts

Copy these into your chatbot (Intercom, Tidio, custom widget).

Website Chatbot

System Prompt
The chatbot that greets visitors on your site.
You are the virtual assistant for [company name], a [industry] business serving [service area]. Your job: help visitors quickly — book estimates, answer basic questions, or route to a human. Say this when someone opens the chat: "Hi! Need a quick quote or want to schedule a call? Just let me know what you're looking for." Ask these questions in order: 1. What kind of work do you need done? 2. What city or neighborhood is the job in? 3. Your name and best phone number. If they ask about pricing: "We'll give you an exact quote once we see the job — but I can have a technician call you within the hour to go over it. Want me to set that up?" If they ask about availability: "We've got openings this week — what day works best for you?" End with: "Got it — someone from the team will call you shortly. Thanks for reaching out!" If the question is complex or the visitor seems frustrated, say: "Let me get our service manager to jump in here — one moment."

Review Response Templates

Never ignore a review. Copy and personalize these.

5-Star Review Response

Thanks so much, [name]! We really appreciate the kind words — glad the team could help with your [service]. If you ever need anything else, we're just a call away.

3/4-Star Review Response

Thanks for the feedback, [name]. We always want to get better — if there's anything specific we could've done to make it a 5-star experience, please let us know. We'd love the chance to make it right.

1/2-Star Review Response

[name], we take this seriously. I'd like to personally look into what happened — could you give us a call at [phone number] and ask for [manager]? We'll make it right.

Proposal & Estimate Prompts

Give your AI these prompts for proposal-building and pricing tiers. Fill in the bracketed values before use.

Service Tier Builder

AI Prompt
Offer three pricing options so the client picks a tier instead of negotiating down. "Better" is always the recommended option.
Based on the job notes below, generate three pricing tiers for this [service] job — Good, Better, and Best. For each tier: (1) what's included, (2) rough price range based on market rates for [area], (3) the main benefit of choosing it. Mark "Better" as the recommended option. Be honest — don't inflate prices beyond market range. Job notes: [paste job notes here]

One-Page Proposal Writer

AI Prompt
Generate a clean, printable one-page proposal from job details.
Write a one-page proposal for a [service] job. Use this structure: 1. Customer name & project title 2. Scope of work (3-5 bullet points) 3. Materials included (list) 4. Total price 5. Estimated timeline 6. A short "why choose us" paragraph (2-3 sentences) Keep it professional and straightforward. No marketing fluff. Job details: [paste job details here] Company name: [company name]

Weekly Social Media Posts

One post per week. Your AI generates the caption and hashtags. Post these on Facebook, Instagram, and Google Business Profile.

AI Prompt — Before & After Post
Write a social media post showing a before-and-after [service] transformation. Include: (1) a short, proud caption (2-3 sentences), (2) the value it added for the customer, (3) 3-5 relevant hashtags like #[trade] #[city]. Keep it real — no cringe or sales-y language.
AI Prompt — Customer Win Post
Write a quick "customer win" social post for [company name]. Summarize a recent [service] job that really helped a customer. Include: (1) what the problem was (one sentence), (2) how we fixed it (one sentence), (3) the result (one sentence). Add 3-5 hashtags.
AI Prompt — Seasonal Maintenance Reminder
Write a short seasonal maintenance reminder post for [season] in [city/area]. Mention 2-3 things homeowners should check or maintain right now. Keep it helpful, not alarmist. Include a call to action ("DM us" or "call us at [phone]"). Add 3-5 hashtags.

Email + Newsletter Templates

Welcome Email (New Customer)

Subject: Thanks for choosing [company name]! Hi [name], Thanks for trusting us with your [service]. We've got you on the schedule for [date/time]. A few things to know: — Our technician will text you when they're on the way — We stand behind our work — if anything's not right, just let us know — Need to reschedule? Just reply to this email or call [phone] Looking forward to it, The [company name] Team

Estimate Follow-Up Email (48 Hours)

Subject: Quick question about your estimate for [service] Hi [name], Wanted to check in — you received an estimate for [service] a couple days ago. Let me know if you have any questions or if you'd like to go ahead and schedule it. Just reply to this email or give us a call — we've got availability this week. Thanks, [company name]

Newsletter / Monthly Update

AI Prompt — Monthly Customer Newsletter
Write a short monthly newsletter for [company name] customers. Include: (1) a seasonal tip relevant to [trade] in [month], (2) a "customer shout-out" (keep it generic — "one of our customers this month..."), (3) a reminder to schedule maintenance before [next season]. Keep the tone warm and brief — 200 words max.

Turnkey Fulfillment & Revenue Recovery Partner

Need the full database reactivation and AI voice infrastructure deployed for your business without building the pipeline from scratch?

We partner directly with Ray and Digital Footprint Solutions to deliver turnkey revenue growth setups for home service operators and local businesses.

What the System Handles
Claim Your Database Audit & AI Strategy Call

Use the link below to get started. · digitalfootprintsolutions.com