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Front desk text templates for HVAC shops

Copy-ready texts for the messages an HVAC office sends every week: after a missed call, to a new lead, to past customers, after an estimate and when an invoice runs late. Fill in the [brackets], copy, and send from your shop's texting tool.

Last updated

Before you text: follow the texting consent rules in your area, and only text people who've agreed to hear from your shop.

How to use them

  • Every [bracket] is something your shop fills in: a name, a day, a time or a fee.
  • Keep each text short and from your shop by name, and send it when someone can answer the reply.
  • Change the words so they sound like your office. The structure matters more than the exact wording.

Missed-call text-back

A caller who didn't reach you may already be dialing the next shop. Text right away, then call back as soon as the current call ends.

  • During business hours

    1. Hi, it's [your name] at [Shop name]. Sorry we missed your call, we were on another line. What's going on with your [heating / cooling]? Reply here or call [shop number] and we'll get you on the schedule.

  • After hours

    1. If you smell gas or a carbon monoxide alarm is sounding, get everyone outside immediately and call emergency services from a safe location. This is [Shop name]. Our office is closed. For other urgent service calls, [your after-hours instructions]. Otherwise, reply with the problem and we'll get back to you [first thing tomorrow].

    Use your own after-hours instructions. If a caller mentions a gas smell or a carbon monoxide alarm, your shop's safety line comes first.

  • A customer already on file

    1. Hi [name], it's [your name] at [Shop name]. Sorry we missed you. Is this about your [system / visit on date]? Reply here and we'll take care of it.

  • They left a voicemail

    1. Hi [name], got your message about [the problem]. I have [day] between [time] and [time] or [day] between [time] and [time]. Want one of those?

  • No reply by the next day

    1. Hi [name], [your name] at [Shop name] again. Still need help with your [system]? We have openings [day]. Reply here or call [shop number].

First replies to new leads

Whoever replies first has the best shot. Answer a new lead as soon as it comes in, then call, and make one person responsible for new leads each day so nobody assumes someone else already did.

  • A request from your website

    1. Hi [name], this is [your name] at [Shop name]. Thanks for your request about [what they asked for]. I can get a tech out [day] between [time] and [time] or [day] between [time] and [time]. Which works better?

  • A social lead ad

    1. Hi [name], it's [your name] from [Shop name]. Thanks for reaching out on [lead source] about [the service or offer]. So we send the right tech: is this for heating or cooling, and what's it doing right now?

    Name the offer they saw, if your ad had one, so they know which shop this is.

  • A local-service ad lead

    1. Hi [name], it's [your name] at [Shop name]. Thanks for contacting us through your service inquiry about your [heating / cooling]. What's it doing right now? I have [day] or [day] open for a tech to come out.

  • A replacement or quote request

    1. Hi [name], [your name] at [Shop name]. Thanks for asking about a new [system]. A real number needs a quick look at your home. Does [day] at [time] or [day] at [time] work?

  • If there's no reply

    1. [A few hours later]

      Hi [name], just making sure you saw my text. Happy to help with your [system] whenever you're ready. [Shop name]

    2. [The next day]

      Hi [name], [your name] at [Shop name]. Still looking for help with [what they asked for]? Reply here or call [shop number].

Rebooking texts for past customers

The customers already in your software are the easiest jobs to book. Pick one group at a time, send a short sequence, and keep track of who replied and who booked.

  • No visit in a year or more

    1. Text one

      Hi [name], it's [your name] at [Shop name]. It's been a while since we were out to see your [system]. Want us to take a look before [the busy season]? I have [day] or [day] open.

    2. Text two, [a few days later]

      Hi [name], [Shop name] here. Still happy to get your [system] checked. Reply with a day that works and I'll get you on the schedule.

    3. Text three, [a week later]

      Last note from me, [name]. If you'd like a visit, just reply here or call [shop number]. Thanks for being a customer of [Shop name].

  • Maintenance due

    1. Text one

      Hi [name], it's [Shop name]. Your [heating / cooling] system is due for maintenance; our last visit was [month]. I have [day] at [time] or [day] at [time]. Want one?

    2. Text two, [a few days later]

      Hi [name], we still have a couple of maintenance openings [this week / next week]. Reply with a day and I'll book it. [Shop name]

  • Plan members

    1. Member visit due

      Hi [name], it's [Shop name]. Your [plan name] visit is due, and it's [included / at the member rate]. I have [day] or [day]. Which works?

    2. Plan lapsed

      Hi [name], [your name] at [Shop name]. Your [plan name] ended in [month]. Want us to come out for a visit and go over getting you back on the plan?

  • Older equipment

    1. Hi [name], [Shop name] here. Your [system] is getting up there in years. Want a tech to check it over before [the busy season], so you know where it stands? I have [day] or [day] open.

  • Before the season turns

    1. Before heating season

      Hi [name], [Shop name] here. Before the first cold night, want us to check your heating? We have [day] and [day] open. Reply here to grab a time.

    2. Before cooling season

      Hi [name], [Shop name] here. Before the first hot week, want us to get your AC checked? I have [day] or [day] open. Reply with the one you like.

  • When they reply

    1. “Yes” or “What times?”

      Great. I have [day] between [time] and [time] or [day] between [time] and [time]. Which one?

    2. “How much?”

      A maintenance visit is [$ price] [or included for members]. Want me to book it?

    3. “Not right now”

      No problem. Want me to check back in [month]?

  • Leave off anyone already booked or with a visit coming up, anyone with an open complaint or a disputed invoice, and anyone without a mobile number on file.
  • Book the visit in your software while the customer is still in the thread, at a time a tech is free.

Estimate follow-up

An estimate that went quiet hasn't been turned down yet. A short check-in with an easy next step gets you an answer either way.

  • An estimate that went quiet

    1. [A few days after the estimate]

      Hi [name], [your name] at [Shop name]. Any questions on the estimate [tech name] went over for your [system]? Happy to walk through the options again.

    2. [A week later]

      Hi [name], checking in on your [option] estimate. If timing or budget is the holdup, tell me and we'll see what we can do. [Financing, if you offer it.]

    3. [Two weeks later]

      Last check from me on your estimate from [date]. Want me to keep it open, or close it out for now? Either is fine.

Overdue invoice texts: friendly to firm

Plenty of open invoices are simply forgotten. Start friendly, keep it short, and save the firm wording for the end. Set your own days in the brackets.

  • Reminder texts

    1. Friendly, [days after the invoice]

      Hi [name], it's [your name] at [Shop name]. Quick reminder that the invoice for your [visit / repair] on [date] has [$ amount] open. You can pay by [payment methods]. Thanks!

    2. Still open, [days later]

      Hi [name], [Shop name] here. The [$ amount] invoice from [date] is still open. Did it reach you? Happy to resend it or answer any questions.

    3. Firm, [days later]

      Hi [name], the [$ amount] balance from [date] is now [number of days] days past due. Please pay by [date] or call me at [shop number] so we can sort it out. [Your name], [Shop name]

    Call between the second and third texts. Don't mention late fees or collections unless they're in your shop's written terms.

  • Rules differ by state; check local law and lien deadlines before sending a final notice. This template isn't legal advice.

Final notice letter

For a balance that's still open after your reminders and a call. Mail or email it with a copy of the invoice, and keep a copy with the date you sent it.

[Shop name] [Shop address] · [Shop phone] · [Shop email] [Date] [Customer name] [Billing address] Final notice: invoice [invoice number], [$ amount] past due Dear [Customer name], On [date of service], we [short description of the work] at [service address]. The invoice for [$ amount] was sent on [invoice date] and was due on [due date]. We reached out on [dates of earlier reminders] and haven't received payment or heard that anything is wrong with the bill. Please pay the full balance of [$ amount] by [pay-by date]. You can pay by [payment methods and how]. If you have a question about the invoice or need to talk about a payment plan, please call me at [phone] before that date. We'd much rather sort this out with you directly. If we don't receive payment or hear from you by [pay-by date], [the next step stated in your written terms]. Thank you, [Name], [title] [Shop name]
  • Only name a next step permitted by local law, included in your written terms and one you're prepared to take. Otherwise, leave that sentence out.
  • Rules differ by state; check local law and lien deadlines before sending a final notice. This template isn't legal advice.

From meetscoutai.com/tools/front-desk-templates

Where Scout fits

Scout Campaigns runs by text only for past customers, open estimates and past-due invoices in ServiceTitan or Housecall Pro. Approve the list and texts on the campaign page. Membership lists use ServiceTitan memberships.

With Speed to Lead, Scout replies to every new lead within 5 seconds and works it toward a booked job.

How Scout campaigns work

FAQ

Questions office managers ask.

What should a missed-call text say?

Your shop's name, a short apology and one question about the problem, with a way to reply or call back. Leave out anything that reads like an ad: the caller wanted help, not a pitch.

When should I send rebooking texts to past customers?

A few weeks before the season turns, when people start thinking about heating or cooling but your schedule still has room. Send them during office hours, so someone can answer and book the replies the same day.

How many reminders should go out before a final notice?

Enough to be sure the customer saw the bill: a friendly text, a phone call, a second reminder and a firm one, spread over a few weeks. Then send the letter, with a copy of the invoice.

What if a customer disputes the bill after a reminder?

Stop the reminders and call them. A question about the bill gets settled in a conversation, and a firm notice on top of an open dispute only makes it harder to resolve.

See what's sitting in your book.

We'll walk through how Scout gets jobs booked and invoices paid.

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