Use these examples to prepare your business-hours, after-hours, holiday, and voicemail messages before your onboarding consultation. Choose the example that matches your call flow, then replace the bracketed text with your organization's information.
Notes and requirements
- Confirm every keypad option, destination, and no-selection path with your Onboarding Specialist.
- Include only options your organization can answer or monitor.
- Have the appropriate person approve any emergency, legal, financial, medical, or other sensitive wording.
Prepare your script
Keep each message short, use terms callers will recognize, and present keypad options in the same order as the configured call flow.
- Identify your organization.
- State whether you are open or closed when relevant.
- Explain each available option clearly.
- Explain what happens if the caller makes no selection, when applicable.
Send callers to Reception with Business-hours scripts
Use an open-business script when most callers should reach Reception instead of choosing from a list of departments.
Thank you for calling [Company Name]. Please stay on the line, and a member of our Reception team will assist you.
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Tell your Onboarding Specialist that you want callers to hear a brief greeting before the call reaches Reception.
Let callers choose a department
You can choose to utilize a Welcome Menu to automate your incoming caller routing. Use this script when callers need to choose between departments, services, locations, or teams.
Thank you for calling [Your Company Name]. For Sales, press 1. For Service, press 2. For Parts, press 3. To speak with Reception, press 0.
Company Directory option
If your configuration supports direct extension dialling, add: “If you know your party's extension, you may dial it at any time.”
After-hours scripts: Send callers to voicemail
You can send choose to send callers to the voicemail inbox of individual Team Members, Departments, or Call Queues. Use this script when callers should leave a message while your business is closed.
Thank you for calling [Company Name]. We are currently closed. Our regular hours are [days and hours]. To leave a message, please stay on the line. We will respond during our next business day.
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Staying on the line must lead to a configured no-selection path. If callers must press a key to leave a message, replace the instruction with the correct key.
Offer an after-hours option
You can choose to send callers to a special after-hours Welcome Menu with options only available while your business is closed. Use this script when callers can access a specific service or information outside your regular hours.
Thank you for calling [Your Company Name]. We are currently closed. Our regular hours are [days and hours]. For [available after-hours service], press 1. To leave a message for our team, press 2.
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Verify what each option does before promising that callers will reach a live person. For example, a dealership may provide roadside-assistance or emergency-towing information.
Holiday or special-closure script
You can choose to preset unique caller intake rules for planned business closures. Use this script when your organization is closed for a holiday, weather event, or other temporary closure.
Thank you for calling [Company Name]. We are closed for [holiday or closure] and will reopen on [day and date]. To leave a message, please stay on the line. We will respond when we reopen.
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Confirm the reopening date, available coverage, voicemail path, and response time before activating the greeting.
Sensitive-request scripts
For healthcare practitors, it is a best practice to provide medical emergency instructions during caller intake scripts. Use organization-approved wording when callers must hear emergency instructions before choosing an option.
Thank you for calling [Medical Practice Name]. If this is a medical emergency, hang up and dial 911. For appointments, press 1. For other inquiries, press 2.
Tip for Veterinary practices
Replace the emergency wording with your approved instructions and the appropriate emergency clinic or service.
Restrict requests by voicemail
An insurance organization may restrict policy changes by voicemail. A financial services organization may restrict trading instructions. Use this script when a specific request must be handled by a live person and cannot be accepted through voicemail.
Thank you for calling [Company Name]. Please do not leave [restricted request] in a voicemail message. To speak with [team] during business hours, press [key]. For other inquiries, press [key].
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Have your organization approve the wording, live-contact route, and after-hours instructions before recording the message.
Individual Voicemail Inbox script
Use this script for an individual or team voicemail inbox.
You have reached [team or person's name] at [Company Name]. We are unable to answer right now. Please leave your name, phone number, and a brief message. We will return your call [approved time frame].
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Ask callers only for information your organization wants collected in voicemail. Use a response time your team can meet.
Check your script before recording
For help planning the paths behind your greeting, see Plan your business call flow.