On-hold message script examples for business
Here are 12 on-hold message scripts you can copy and adapt, from a simple "thank you for holding" to promotional messages and queue updates. Good on-hold messages reassure callers, stay short, and loop every 20 to 30 seconds so the line is never silent. Replace placeholders like [Company name] and [website] with your own details.
What makes a good on-hold message?
The job of an on-hold message is to reassure the caller that they have not been forgotten. Keep it short and friendly, and never leave silence, because callers assume a silent line has dropped and hang up. Pair a short spoken message with hold music, loop it every 20 to 30 seconds, and you can mix a simple thank-you with a little useful information such as your opening hours, website or a current offer.
Simple hold messages
"Thank you for holding. One of our team will be with you shortly."
"Please hold. Your call is important to us and we will be with you as soon as possible."
"Thanks for holding, we will be right with you."
Thank you for waiting
"Thank you for your patience. We have not forgotten you and will be with you very soon."
"Sorry to keep you waiting. All of our advisors are busy, but you are in the queue and we will answer as quickly as we can."
With opening hours or website
"Thank you for calling [Company name]. We are open [opening hours]. Please hold and we will be with you shortly."
"Thanks for waiting. For quick answers you can also visit [website] or email us at [email]. Otherwise, please stay on the line."
Promotional on-hold
"While you wait, did you know [Company name] also offers [product or service]? Just ask our team for details when we connect."
"Thanks for holding. This month we are offering [offer]. Ask the team about it when your call is answered."
Queue position and callback
"Thank you for holding. You are number [position] in the queue and we will be with you as soon as possible."
"Thanks for your patience. The next available advisor will take your call shortly. If you would prefer, press 1 to leave a message and we will call you back."
"We are sorry for the wait. If you cannot stay on the line, press 1 to request a callback and keep your place in the queue."
Tips for on-hold messages
Never leave silence; always have music or a message. Keep each message to 15 to 30 seconds and loop it. Lead with reassurance and thanks. Keep any promotion to a single short line. Update messages for seasons, holidays and offers. Use a warm, natural voice at a steady pace.
Frequently asked questions
What should an on-hold message say?
An on-hold message should reassure the caller that they are in the queue, thank them for waiting, and keep the line from going silent. Keep it short and friendly. You can mix a simple thank-you with useful information like your opening hours, website or a current offer, and loop it every 20 to 30 seconds.
How long should an on-hold message be?
Keep each on-hold message short, around 15 to 30 seconds, then let it loop, usually over hold music. Long messages feel like an advert and frustrate callers. A short, warm reassurance repeated regularly is far better than silence or one long recording.
Should I use hold music or a message?
Use both. Hold music reassures callers the line is still connected, and a short spoken message every 20 to 30 seconds tells them they are still in the queue. Silence is the thing to avoid, because callers assume they have been cut off and hang up.
Can I promote offers in my on-hold message?
Yes, lightly. A brief mention of a product, service or your website is fine and can be useful, but do not turn the hold message into a long advert. Lead with reassurance and thanks, keep any promotion to one short line, and point callers to where they can find more.
How do I set up an on-hold message?
You upload or record the message in your phone system and set it to play while callers are on hold or in a queue. With a cloud phone system you can manage hold messages and music yourself, change them for seasons or offers, and set different messages for different teams.
Put these scripts to work
Set up voicemail, menus and on-hold messages in minutes with a Voxora cloud phone system.