On Hold Marketing Messages
02/18/2025
On hold marketing messages are professionally scripted, human-voiced audio that plays while callers wait on hold. This guide covers what makes them effective, how to write them, and why businesses across North America trust COHM to produce them.
On Hold Message Examples and Scripts
Not sure what to say when callers are on hold? You’re not alone. Most businesses know they need on hold messages, but the writing is where they get stuck. A blank page is hard to fill, especially when every word needs to sound natural, fit in under 30 seconds, and actually help the caller.
This guide makes it easy. Below you’ll find ready to use scripts organized by message type and by industry, plus tips for structuring a full program, common mistakes to avoid, and answers to the questions we hear most often. Copy them, customize them, and make them your own.
What Makes a Good On Hold Script?
A good on hold script sounds like a real person talking, not an ad reading itself out loud. It’s short, focuses on one idea at a time, and gives callers something useful while they wait.
The best scripts share a few things in common. They use the same friendly, conversational tone your team uses on the phone. They answer questions callers are likely to have before they even ask. And they gently guide callers toward an action, like visiting your website, asking about an offer, or booking online.
The goal is simple: keep callers on the line and leave them with a better impression of your business than when they called.
How to Structure a Full On Hold Program
Your on hold messages work best as a set, not as one long recording. Most programs include 5 to 8 short messages that loop every 3 to 4 minutes, with licensed music playing between and underneath them.
A simple structure that works for almost any business:
- Welcome message to thank callers and set expectations
- Helpful information like hours, location, or online options
- A promotion or featured service to spark interest
- An FAQ answer to save your team time
- Something about your business like your story, values, or reviews
- A thank you message to close the loop before it repeats
Start with the welcome, end with the thank you, and mix the rest in the middle. This keeps the program feeling fresh even when callers hold for several minutes.
On Hold Message Examples by Type
Welcome Message
“Thank you for calling [Business Name]. Your call is important to us, and a member of our team will be with you shortly. While you wait, we’d like to share a few things that might help you today.”
Hours and Location
“[Business Name] is open Monday to Friday from [time] to [time], and Saturdays from [time] to [time]. You’ll find us at [address], with free parking right out front. You can also visit us online anytime at [website].”
Promotions
“This month at [Business Name], enjoy [offer] on [product or service]. It’s our way of saying thank you for choosing us. Just mention this offer when you speak with our team.”
FAQs
“Did you know you can [book an appointment, check an order, pay a bill] online at [website]? It only takes a minute, and it’s available around the clock. If you have other questions, our team will be happy to help shortly.”
About Your Business
“For over [number] years, [Business Name] has proudly served our community. We’re a local team that believes in honest advice, fair pricing, and taking the time to get things right. Thank you for trusting us with your [service].”
Reviews and Social Proof
“Our customers say it best. We’re proud to have [number] five star reviews from people just like you. Read what they have to say at [website], and if we’ve helped you, we’d love to hear about your experience too.”
After Hours
“Thank you for calling [Business Name]. Our office is currently closed. Our regular hours are [hours]. Please leave a message, or visit [website] anytime to [book online, send us a note, find answers]. We’ll get back to you as soon as we’re open.”
Seasonal
“The holidays are almost here, and the team at [Business Name] wants to help make the season easier. Please note our holiday hours: [hours]. From all of us, thank you for being part of our community this year.”
Thank You
“Thank you for your patience. We know your time is valuable, and we appreciate you holding. A member of our team will be with you in just a moment. Thank you for choosing [Business Name].”ges keep the content current and signal that your business is active and attentive.
On Hold Message Examples by Industry
Medical
“Thank you for calling [Clinic Name]. If this is a medical emergency, please hang up and call your local emergency number. To save time at your next visit, please bring your health card and a current list of your medications. We’ll be with you shortly.”
Dental
“Thank you for calling [Practice Name]. Did you know many dental plans renew at the start of the year? If you have unused benefits, now is a great time to book your cleaning. Ask our team about available appointments.”
Veterinary
“Thank you for calling [Clinic Name]. Is your pet up to date on vaccines? Regular checkups help catch small problems before they become big ones. Ask our team about booking your pet’s annual wellness exam.”
Optometry
“Thank you for calling [Clinic Name]. Spending more time on screens lately? Regular eye exams help keep your vision sharp and catch changes early. Ask our team about booking your next exam and browsing our latest frames.”
Automotive
“Thank you for calling [Dealership Name]. Is your vehicle ready for the season ahead? Our technicians can check your tires, brakes, and battery in one visit. Ask about booking your seasonal maintenance when our service team picks up.”
Retail
“Thank you for calling [Store Name]. Did you know you can shop online and pick up in store the same day? Visit [website] to browse our latest arrivals. A member of our team will be with you in just a moment.”
Hotels and Hospitality
“Thank you for calling [Hotel Name]. Planning a getaway? Book directly with us for our best available rate, plus perks like [free breakfast, late checkout]. Ask our reservations team about current packages.”
Legal
“Thank you for calling [Firm Name]. Our team understands that legal matters can feel overwhelming. That’s why we offer a free initial consultation to help you understand your options. A member of our team will be with you shortly.”
Real Estate
“Thank you for calling [Brokerage Name]. Thinking about buying or selling? Find out what your home is worth with a free market evaluation from our local experts. Ask our team for details when we pick up.”
Pharmacy
“Thank you for calling [Pharmacy Name]. Save time by requesting prescription refills online at [website] or through our app. Your refill will be ready when you arrive. Ask our pharmacist about flu shots and other vaccines available in store.”
Financial Services
“Thank you for calling [Company Name]. Planning for the year ahead? Our advisors can help you review your goals, from saving for a home to preparing for retirement. Ask our team about booking a free review.”
Trades
“Thank you for calling [Company Name]. We offer free estimates on all [service] projects, big or small. Every job is backed by our satisfaction guarantee. Ask our team about booking your estimate when we pick up.”
How to Customize These Scripts for Your Business
Every script above is a template, so the details you add are what make it work. Start by listening to how your team answers the phone and borrow that tone. If your front desk is warm and casual, your on hold messages should be too. If your business is more formal, adjust the wording to match.
Next, look at the questions your team answers most often. Hours, parking, booking, pricing, and payment options are common, but every business has its own list. Turn the top three or four into messages and you’ll free up your team while helping callers at the same time.
Finally, think about what you want callers to do next. Pick one action for each message and say it clearly. A specific next step, like booking online or asking about a current offer, is far more effective than a general invitation to learn more.
Quick Tips for Writing On Hold Scripts
Keep each message 20 to 30 seconds. That’s about 50 to 75 words. Short messages hold attention and make it easy to fit several into one program.
Stick to one idea per message. Callers can’t scroll back to reread something they missed. One clear point per message is easier to remember.
End with a call to action. Tell callers what to do next: ask about an offer, visit your website, or book online. A message without a next step is a missed opportunity.
Write for the ear, not the eye. Use short sentences and everyday words. Spell out website addresses clearly and avoid long strings of numbers.
Read it out loud. If it sounds stiff when you say it, it will sound stiff on hold. Reading aloud is the fastest way to catch awkward phrasing.
Update regularly. Fresh messages show callers your business is active and paying attention. Plan updates around seasons, holidays, and new promotions.
Common On Hold Script Mistakes to Avoid
Saying “your call is important to us” over and over. Once is polite. Repeating it every 30 seconds starts to sound insincere.
Leaving outdated information. Old promotions, past holiday hours, or staff who no longer work there make your business look careless.
Packing in too much. A long list of services in one message is hard to follow. Spread them out across several messages instead.
Using silence or the radio. Silence makes callers think they’ve been disconnected, and playing the radio can create licensing problems and send callers to a competitor’s ad.
Recording it yourself on a phone. Poor audio quality undercuts every word. Professional voices and clean production make your business sound as good as it is.
Frequently Asked Questions
How long should an on hold message be?
Each message should be 20 to 30 seconds. A full on hold program usually loops every 3 to 4 minutes, so callers hear a mix of messages without too much repetition.
How many messages should an on hold script have?
Most businesses use 5 to 8 messages in one program. That’s enough variety to keep it interesting without overwhelming callers.
How often should I update my on hold messages?
At least a few times a year. Seasonal updates, new promotions, and holiday hours are all good reasons to refresh your script.
Should I use music with my on hold messages?
Yes. Licensed background music between and under your messages makes the wait feel shorter and keeps the experience polished.
What should I avoid saying in an on hold message?
Avoid telling callers exactly how long they’ll wait unless you’re sure, since a wrong estimate creates frustration. Skip long lists, complicated phone numbers, and anything that might go out of date quickly.
Can I use these scripts as they are?
Absolutely. Fill in your details and they’re ready to go. For the best results, adjust the wording so it sounds like your team and reflects what your callers actually ask about.
Want Yours Written and Recorded for You?
These examples are a great starting point, but the best scripts are written for your business and your callers. At COHM, our team writes your script, records it with professional human voices, adds licensed music, and delivers it ready for your phone system. You send us your details, and we handle the rest.
Learn more about our on hold marketing services, or hear how professional on hold messages can sound.