The five questions
- Is water leaking right now? If not, it's almost never an emergency.
- Can you shut it off? Fixture valve first, then the main. Guide them to it.
- Is it near anything electrical? Outlets, the panel, appliances. Safety first.
- Is sewage involved? Backups make the home unusable: emergency.
- Do you have water at all? No water to the property: emergency.
If the caller mentions a gas smell anywhere, the script stops: leave the house and call 911 or the gas company first.
The decision table
| What the caller says | Question to confirm | Decision |
|---|---|---|
| "A pipe burst" | Still flowing after shut-off? | Emergency if yes or can't shut off |
| "Water through the ceiling" | Still dripping? | Emergency |
| "Toilet overflowed" | Stopped after closing the valve? | Next day if stopped |
| "Sewage in the shower/basement" | Emergency | |
| "No water" | Neighbours too? (utility issue) | Emergency if only them |
| "Water heater leaking" | Heavy or a few drops? | Emergency if heavy |
| "No hot water" | Vulnerable people? Winter? | Your call; often next day |
| "Slow drain", "dripping tap" | Next day |
The script, as an example call
My toilet overflowed and there's water on the bathroom floor.
Can you turn the valve behind the toilet clockwise until it stops? Is water still running?
Okay, it stopped.
Good, that means it can safely wait until morning. I can get a plumber there at 8am or 10am tomorrow.
Rule matched: "Overflow stopped" → Next day · booked 8:00am · nobody woken
The same call without a script often ends with an on-call plumber driving out at midnight for a problem the customer already solved.
Make it your script
Every plumbing company draws the line in a slightly different place. Some roll trucks for no hot water in winter; some don't do sewage at all. Write your own version of the table, then make sure every night call is handled with it, not whatever a tired person decides at 2am. That's what the 24/7 Emergency Line does with your rules.
Getting the decision right matters both ways: dispatch too little and the job goes to the next plumber on Google; dispatch too much and your on-call plumber burns out. See how to stop getting woken up for non-emergencies.
What Josie does
- 24/7 Emergency Line: Answers every after-hours call and sorts real emergencies from routine jobs with your rules.
- Next-Day Booking: Routine night calls get booked into tomorrow's first slots instead of "call us back".
- Emergency Fee Consent + Payment Link: States your after-hours fee and gets a clear yes before anyone is woken. Can text a payment link.
- For your trade: After-Hours Answering Service for Emergency Plumbers
Common questions
Is a burst pipe an emergency?
Yes, if water is still flowing or can't be shut off. Once the main is off and the leak has stopped, some plumbers book it for first thing in the morning.
Is no hot water a plumbing emergency?
Usually not, unless it is winter and there are vulnerable people in the home, or the water heater is leaking heavily. It is your rule to set.
Is a clogged toilet an emergency?
Only if it is the only toilet and sewage is backing up, or it won't stop overflowing. Otherwise it can be booked for the next day.
What does HireJosie cost?
HireJosie is $29/month for 200 AI minutes, starting with a 7-day free trial — cancel before day 7 and you pay nothing. Pro is $79/month for 500 minutes, with $0.25/minute overage after that. Every feature is on every plan, and every plan starts with a 7-day free trial.