Glossary
Intake script
Also known as: intake questions, intake template, call intake script
Definition
An intake script is the structured set of questions the AI receptionist asks every caller — name, contact info, reason for calling, vertical-specific details — to capture enough information that the business owner can act on the call without a follow-up. Different verticals require different intake scripts: plumbing emergency intake differs from dental appointment booking differs from legal personal-injury intake.
Why it matters
The quality of the intake script determines whether a booking is actionable. A weak intake captures 'someone called about a leak, here's their number' — your tech still has to call back to find the address and the severity. A strong intake captures 'burst pipe under kitchen sink at 123 Main St, water shutoff found, can you come in 30 minutes' — your tech walks in already knowing the job. The difference is one call vs. two calls vs. a lost booking.
How it works
The AI receptionist starts every call with a vertical-appropriate greeting and an intake script tuned to the business's services. For a plumber, the script triggers on emergency keywords (burst, no water, flooding, gas smell) to switch into emergency intake (address-first, shutoff-check, ETA confirmation). For a dental practice, the script asks about new vs. existing patient, preferred doctor, urgency. For a law firm, the script branches by practice area (PI, immigration, family). RingDispatch ships preset intake scripts per vertical that owners customize during onboarding.
Examples
- Plumber intake on a burst-pipe emergency: 'Is the water still spraying? Did you find the shutoff valve? What's the address? Anyone in the house at risk of slipping?'
- Dental intake for a new patient: 'Have you been to our practice before? Is this routine cleaning or are you in pain? Do you have insurance you want us to verify?'
- Law firm intake for personal injury: 'What's the date of the accident? What type of injury? Were the police called? Do you have insurance information for the other party?'