Voicemail and SMS Pack · Narqix Academy

Purpose: Ready-to-use voicemails, prerecorded voicemail drops and texts for every common home services situation, including first-touch texts to cold lists. All short, clear and compliant.

When to use: Whenever a call goes to voicemail or a text touch is due. Always use your client's approved version first if it has one.

Goal of the call: The customer knows who called, why, and exactly how to respond.

Version: v1.0

Before you dial

Customer's first name, the reason for contact, and the right template below
Opt-out status checked
Allowed hours for the customer's time zone (texts follow calling hours)
Sending from the client's registered texting platform only
Links (review, estimate, financing) tested before sending

Rules for every voicemail

Your name, the company name, the reason, and a callback number. Say the number twice, slowly.
Under 30 seconds.
No sensitive details: no prices, no health information, no account details.
Leave a live, personal voicemail, or use a prerecorded voicemail drop from the set below, recorded in the client's approved wording.

Rules for every text

Company name in the message.
About 160 to 220 characters, plain words, one clear question or action.
Opt-out line ("Reply STOP to opt out") on the first message of any thread and on all marketing texts.
No ALL CAPS, no fake urgency, no misleading links.
Never ask for card numbers, bank details or Social Security numbers by text.

Never do this: Never text from a personal phone. Never send marketing texts to anyone who has opted out, or to a cold number that is not on the client's approved, DNC-scrubbed cold list. Never send texts outside allowed hours, even if they are "just reminders".

Voicemails

VM1: Missed-call callback

Hi, this is (YOUR NAME) from (COMPANY NAME), returning your call from earlier. Sorry we missed you. Please call us back at (OFFICE PHONE), that's (OFFICE PHONE), and we'll get you taken care of. Thank you.

VM2: New web lead

Hi (CUSTOMER FIRST NAME), this is (YOUR NAME) from (COMPANY NAME). Thanks for your request about (REQUEST SUMMARY). I'd love to get you scheduled. Please call us at (OFFICE PHONE), or just reply to the text I'm sending. Thanks!

VM3: Appointment confirmation

Hi (CUSTOMER FIRST NAME), this is (YOUR NAME) from (COMPANY NAME), confirming your appointment on (DAY) between (WINDOW). If that still works, no need to call back. If you need to change it, please call (OFFICE PHONE). Thank you!

VM4: Running late

Hi (CUSTOMER FIRST NAME), this is (YOUR NAME) from (COMPANY NAME). I'm calling about today's appointment. Your technician is running behind, and we now expect them between (NEW WINDOW). I'm sorry for the delay. If that doesn't work, please call (OFFICE PHONE) and we'll find another time.

VM5: Estimate follow-up, day 2

Hi (CUSTOMER FIRST NAME), it's (YOUR NAME) from (COMPANY NAME). I'm following up on the options (TECH NAME) shared for your (SYSTEM). If any questions came up, I'm happy to help. You can reach us at (OFFICE PHONE). Thanks!

VM6: Estimate follow-up, day 7

Hi (CUSTOMER FIRST NAME), it's (YOUR NAME) from (COMPANY NAME), checking in on your (SYSTEM) estimate. I've also emailed you a short summary of the options. If it would help to talk with (ADVISOR NAME), just call (OFFICE PHONE).

VM7: Estimate follow-up, day 14

Hi (CUSTOMER FIRST NAME), it's (YOUR NAME) from (COMPANY NAME). I'm checking in one last time on your estimate. If you've decided, a quick reply either way would really help us. We're here whenever you need us at (OFFICE PHONE).

VM8: Member tune-up

Hi (CUSTOMER FIRST NAME), this is (YOUR NAME) from (COMPANY NAME). Your (SEASON) tune-up is included in your (PLAN NAME), and I'd like to get it scheduled before the busy season. Please call (OFFICE PHONE) or reply to my text with a good day. Thanks!

VM9: Membership renewal

Hi (CUSTOMER FIRST NAME), this is (YOUR NAME) from (COMPANY NAME). Your (PLAN NAME) renews on (EXPIRY DATE), and I wanted to make sure you keep your priority service and discounts. Please call us at (OFFICE PHONE) when you have a moment. Thank you!

VM10: Roofing lead

Hi (CUSTOMER FIRST NAME), this is (YOUR NAME) with (COMPANY NAME), returning your request about your roof. We offer a free inspection with photos. Please call me at (OFFICE PHONE), or reply to my text, and we'll find a time that works. Thanks!

VM11: Safety callback (after a gas or CO call, no answer)

Hi (CUSTOMER FIRST NAME), this is (YOUR NAME) from (COMPANY NAME), calling back as promised to check that everyone is safe. Please don't go back inside until the gas company or fire department says it's safe. When you're ready, call us at (OFFICE PHONE) and we'll get a technician out to you.

Try again in 10 minutes and escalate to on-call if you cannot reach them.

Prerecorded voicemail drops

Drops are recorded once in the client's approved wording and sent through the dialer when a call reaches voicemail. Use them for cold lists, storm area lists, seasonal campaigns and old estimates.

Recording made from the client's approved wording, calm and slow, under 30 seconds
Company name said, callback number said twice
Opt-out line at the end
Only to the client's approved, DNC-scrubbed list, inside allowed hours
One drop per number per day at most. Log it in the CRM, for example "DROP D2"

D1: Cold list, seasonal tune-up

Hi, this is (CALLER NAME) with (COMPANY NAME). We work with homeowners all over (MARKET), and we're booking (SEASON) tune-ups now, before the busy season. If you'd like a time that suits you, call us at (OFFICE PHONE). That's (OFFICE PHONE). If you'd rather not hear from us, call that number and we'll take you off our list. Thank you.

D2: Storm area list, roofing

Hi, this is (CALLER NAME) with (COMPANY NAME). After the recent storms in (MARKET), we're offering homeowners a free roof inspection with photos. If you'd like one, call us at (OFFICE PHONE). Again, (OFFICE PHONE). To stop hearing from us, just let us know at that number. Thanks.

D3: Old estimate, check-in

Hi, this is (CALLER NAME) with (COMPANY NAME), checking in on the estimate we gave you for your (SYSTEM). If you'd like to take another look at your options, call us at (OFFICE PHONE). That's (OFFICE PHONE). If not, no problem. Just tell us and we'll take you off our list. Thank you.

D4: Membership renewal

Hi, this is (CALLER NAME) with (COMPANY NAME). Your (PLAN NAME) is coming up for renewal, and we want to make sure you keep your priority service and discounts. Please call us at (OFFICE PHONE). Again, (OFFICE PHONE). Thank you.

Texts

Booking and dispatch

Code	When	Text
T1	Booking confirmation	Hi (CUSTOMER FIRST NAME), you're booked with (COMPANY NAME) on (DAY) between (WINDOW) for (SERVICE TYPE). We'll text when your technician is on the way. Reply STOP to opt out.
T2	Day-before confirmation	Hi (CUSTOMER FIRST NAME), (COMPANY NAME) confirming tomorrow, (DAY), between (WINDOW). Reply YES to confirm or call (OFFICE PHONE) to reschedule.
T3	On the way	Hi (CUSTOMER FIRST NAME), (TECH FIRST NAME) from (COMPANY NAME) is on the way and should arrive in about (MINUTES) minutes.
T4	Running late	Hi (CUSTOMER FIRST NAME), it's (COMPANY NAME). Your technician is running behind and we now expect them between (NEW WINDOW). We're sorry. Reply or call (OFFICE PHONE) if that doesn't work.
T5	Missed call	Hi, it's (COMPANY NAME) returning your call. Sorry we missed you! Reply here or call (OFFICE PHONE) and we'll help right away. Reply STOP to opt out.
T6	Web lead	Hi (CUSTOMER FIRST NAME), it's (YOUR NAME) from (COMPANY NAME). Thanks for your request about (REQUEST SUMMARY). What's a good time to call you? Reply STOP to opt out.
T7	Cancellation list opening	Hi (CUSTOMER FIRST NAME), (COMPANY NAME) here. A spot opened today between (WINDOW). Would you like it? Reply YES and we'll confirm.

Estimate follow-up

Code	When	Text
T8	Day 0	Hi (CUSTOMER FIRST NAME), it's (YOUR NAME) from (COMPANY NAME). Thanks for having (TECH FIRST NAME) out today. Your options are here: (ESTIMATE LINK). Any questions I can help with?
T9	Day 2 (after missed call)	Hi (CUSTOMER FIRST NAME), I just tried to call about your (SYSTEM) options. Did any questions come up? Happy to help or set up a call with (ADVISOR NAME).
T10	Day 4	Hi (CUSTOMER FIRST NAME), a quick note from (COMPANY NAME): your options include (WARRANTY HIGHLIGHT), and we offer financing if that helps. Want (ADVISOR NAME) to walk you through it?
T11	Day 10	Hi (CUSTOMER FIRST NAME), just checking in from (COMPANY NAME). Is there anything that would make your decision on the (SYSTEM) easier?
T12	30, 60, 90 day nurture	Hi (CUSTOMER FIRST NAME), (COMPANY NAME) here. Just a friendly check-in on your (SYSTEM). If you'd like to revisit your options before (SEASON), reply and we'll set it up. Reply STOP to opt out.

Memberships and reviews

Code	When	Text
T13	Member tune-up	Hi (CUSTOMER FIRST NAME), your (SEASON) tune-up is included in your (PLAN NAME). Want to book? Reply with a day that works, or call (OFFICE PHONE).
T14	Renewal	Hi (CUSTOMER FIRST NAME), your (PLAN NAME) with (COMPANY NAME) renews on (EXPIRY DATE). Want to keep your priority service and discounts? Reply YES or call (OFFICE PHONE).
T15	Review request	Hi (CUSTOMER FIRST NAME), thanks for choosing (COMPANY NAME) today. If you have a minute, we'd really value your honest review of (TECH FIRST NAME)'s visit: (REVIEW LINK). Reply STOP to opt out.
T16	Review reminder (once)	Hi (CUSTOMER FIRST NAME), a quick reminder from (COMPANY NAME). Your honest feedback on (TECH FIRST NAME)'s visit really helps us: (REVIEW LINK). Thank you!

Roofing

Code	When	Text
T17	New roofing lead	Hi (CUSTOMER FIRST NAME), it's (YOUR NAME) with (COMPANY NAME). Thanks for asking about your roof. We offer a free inspection with photos. What's a good time to talk? Reply STOP to opt out.
T18	Inspection confirmation	Hi (CUSTOMER FIRST NAME), (REP NAME) from (COMPANY NAME) will inspect your roof on (DAY) at (TIME). License: (LICENSE NUMBER). Reviews: (REVIEW LINK). Reply to reschedule.
T19	Inspection no-show	Hi (CUSTOMER FIRST NAME), (REP NAME) stopped by today for your roof inspection and missed you. No problem. Reply with a time that works and we'll rebook.

Cold lists (first touch)

Use for the first text to a number on the client's approved cold list. One cold text, then wait for a reply or the next touch.

Code	When	Text
C1	Cold list, seasonal	Hi, this is (YOUR NAME) with (COMPANY NAME). We help homeowners in (MARKET) keep their heating and cooling running. Want to book a (SEASON) tune-up? Reply STOP to opt out.
C2	Cold list, name on file	Hi (CUSTOMER FIRST NAME), it's (YOUR NAME) from (COMPANY NAME). We're booking (SERVICE TYPE) visits in (MARKET) this week. Would a time work for you? Reply STOP to opt out.
C3	Storm area list	Hi, (YOUR NAME) with (COMPANY NAME). After the recent storms in (MARKET), we're offering free roof inspections with photos. Want one? Reply STOP to opt out.
C4	After a voicemail drop	Hi, it's (YOUR NAME) from (COMPANY NAME). We just left you a short voicemail. Is now a good time to text about (REASON FOR CONTACT)? Reply STOP to opt out.

Opt-out confirmation

Code	When	Text
T20	Any opt-out	You're unsubscribed from (COMPANY NAME) messages and won't receive more. Thank you.

Coach's note: Read every text out loud once before sending. If it sounds like a robot or a billboard, rewrite it. The best texts sound like a helpful person who knows your name and your problem.

Objections

Texts often get one-line replies. Common ones:

They reply	You reply
"Who is this?"	"Hi, it's (YOUR NAME) from (COMPANY NAME). (REASON FOR CONTACT). Is now a good time?"
"How much?"	"Good question. The visit is (DIAGNOSTIC FEE), and the technician gives you the exact repair price before doing any work. Want me to book a time?"
"Wrong number"	"Sorry about that! We'll update our records." Then opt out and note it
"Not interested"	"No problem, thanks for letting us know." Then stop and note it; opt out if they ask not to be contacted

After the call

(DATE) (TIME) local · (YOUR NAME) · Voicemail or text

Template used: (CODE), for example VM5 or T8

Reply received: (exact words) or none

Next touch: (DATE) by (CHANNEL)

Check yourself

Name four things every voicemail must include.
Which messages must carry the opt-out line?
Why say the callback number twice?
A customer replies "wrong number". What are your two actions?

Answers

Your name, the company name, the reason, and a callback number.
The first message of any thread and all marketing texts (and follow your client's rule for others).
So the customer can write it down easily, especially if they are listening in a noisy place.
Apologise briefly, and opt the number out and note it in the record.