Multi-department phone menu scripts (press 1 for sales...)
Here are 12 multi-department phone menu scripts you can copy and adapt, covering sales, support and accounts routing, simple two-option menus and two-level menus. A good menu names your company, keeps to three to five options, and puts the most-used option first. Replace the bracketed placeholders like [Company name] and [team name] with your own details.
What makes a good multi-department menu?
A phone menu (an auto-attendant or IVR) should get callers to the right team as fast as possible. Name your company first so people know they are through to the right place. Keep it to three to five options, list the most-used one first, and always give a way to reach a person. If you need lots of routing, use a short main menu and a second-level sub-menu rather than one long list.
Standard sales, support and accounts menu
"Thank you for calling [Company name]. For sales, press 1. For customer support, press 2. For accounts, press 3. To speak to reception, press 0, or stay on the line."
"Thank you for calling [Company name]. We are open [opening hours]. For sales, press 1. For support, press 2. For accounts, press 3. Or hold and a member of our team will be with you."
"Thanks for calling [Company name]. To place or chase an order, press 1. For technical support, press 2. For billing and accounts, press 3. For anything else, press 0."
Simple two and three option menus
"Thank you for calling [Company name]. For new enquiries, press 1. For existing customers, press 2."
"Hi, thanks for calling [Company name]. Press 1 for sales, 2 for support, or just hold for the next available person."
"Thank you for calling [Company name]. To book or change an appointment, press 1. For all other enquiries, press 2."
Two-level menus (with a sub-menu)
Use a short main menu, then a second menu once the caller has chosen a department.
Main menu: "Thank you for calling [Company name]. For sales, press 1. For support, press 2. For accounts, press 3."
Support sub-menu: "You have reached support. For help with [product or service A], press 1. For help with [product or service B], press 2. To speak to an advisor, press 0."
Routing to a team or person
"Thank you for calling [Company name]. Connecting you to the [team name] team now. Please hold."
"Thank you for calling [Company name]. If you know the extension you require, you can dial it at any time. For sales, press 1. For support, press 2. For our company directory, press 9."
"All of our advisors are currently helping other customers. Please hold and we will be with you as soon as possible, or press 1 to leave a message and we will call you back."
After-hours version
"Thank you for calling [Company name]. Our office is now closed. For sales enquiries, press 1 to leave a message. For urgent support, press 2. We will return your call on the next working day."
Tips for a menu that works
Keep the greeting short and say the company name first. Limit options to three to five. Put the most popular option first. Always offer press 0 for a person. Read the options at a steady pace so callers catch them first time. Use a separate, shorter menu after hours. Review which options callers actually use and adjust the order.
Frequently asked questions
How many options should a phone menu have?
Keep a phone menu to three to five options. More than that and callers struggle to remember them and have to listen to the whole list. If you need more routing, use a short main menu and a second-level sub-menu rather than one long list, and always offer a way to reach a person.
What is the best order for menu options?
Put your most-used option first. For most businesses that is sales or new enquiries, followed by existing-customer support, then accounts. List the options in order of how often callers choose them, and keep the reception or operator option as 0 so people can always reach a human.
Should I let callers reach a person from the menu?
Yes. Always include a way to reach a person, usually press 0 for reception or staying on the line. Forcing callers through a menu with no human option frustrates people and loses business. The menu should speed callers to the right team, not trap them.
Can I have a different phone menu after hours?
Yes. A cloud phone system can play a different menu outside your opening hours automatically, for example offering voicemail or an emergency option when the office is closed and the full menu during business hours. You set the schedule once and it switches over on its own.
How do I set up a multi-department phone menu?
You set up an auto-attendant (also called an IVR) in your phone system. You record or type the greeting, assign each keypress to a team, extension or voicemail box, and set business hours. With a cloud phone system you can do this yourself in minutes and change it whenever you like.
Put these scripts to work
Set up voicemail, menus and on-hold messages in minutes with a Voxora cloud phone system.