What is an IVR script?
An IVR (interactive voice response) script is the exact wording your phone system plays to callers: the welcome, the menu options, and the messages for after hours, holidays and hold time. It is the first thing many customers hear from your business, so it should be short, polite and easy to follow without a pen.
Three rules cover most of it. Say the business name in the first sentence. Put the action before the number (“For billing, press 2,” not “Press 2 for billing”), so callers hear what they want before the key to press. And keep menus to five options or fewer, with the most-requested one first.
How long should each IVR message be?
| Message | Target length | Approx. words | Tip |
|---|---|---|---|
| Welcome greeting | 5–8 seconds | 12–20 | Business name plus one helpful line |
| Main menu | 15–25 seconds | 35–60 | Four or five options, most common first |
| After-hours | 15–25 seconds | 35–60 | Hours, website, emergency option |
| Holiday closure | 10–20 seconds | 25–50 | Reopening day and date |
| On-hold message (each) | 15–30 seconds | 35–75 | Rotate 3–4 messages with music between |
Times assume a calm phone pace of about 140 words per minute.
Main menu IVR scripts by industry
- 1. Dental office
Thank you for calling [Brightline Family Dental]. If this is a dental emergency, press 9 at any time. To schedule or change an appointment, press 1. For billing and insurance questions, press 2. To speak with our front desk, press 0. If you know your party’s extension, you may dial it now.
- 2. Law firm
Thank you for calling [Carter and Lowe, Attorneys at Law]. If you are a new client and would like to schedule a consultation, press 1. If you are a current client, press 2 and you will be connected to your case team. For billing, press 3. For all other calls, please stay on the line. Please note that we cannot give legal advice over the phone until a consultation has been completed.
- 3. Restaurant
Thanks for calling [Casa Verde Kitchen]. For today’s hours and our address, press 1. To place a pickup order, press 2, or order online at [casaverde dot com]. For reservations and large parties, press 3. For catering, press 4. To talk to a host, press 0.
- 4. HVAC company
Thank you for calling [Summit Heating and Air]. If you have no heat or no cooling right now, press 1 to reach our service team. To schedule a tune-up or maintenance visit, press 2. For a free estimate on a new system, press 3. For billing, press 4. To repeat these options, press star.
- 5. Hair salon or spa
Hi, thanks for calling [Willow Hair Studio]. To book, change or cancel an appointment, press 1. You can also book anytime at [willowhair dot com]. For gift cards, press 2. For our hours and location, press 3. To speak with the front desk, press 0.
- 6. SaaS customer support
Thank you for calling [Ledgerly] support. For help logging in or resetting your password, press 1. For billing and subscription changes, press 2. For technical support, press 3. To talk to sales about a new account, press 4. Many answers are also available at [help dot ledgerly dot com].
After-hours IVR scripts
- 7. Dental after-hours
You’ve reached [Brightline Family Dental]. Our office is closed. Our hours are Monday through Thursday, eight a.m. to five p.m., and Friday, eight to one. If you have severe pain, swelling or bleeding, press 9 to reach the dentist on call. If this is a life-threatening emergency, hang up and dial 9 1 1. Otherwise, please leave a message, and we’ll call you back the next business day.
- 8. Law firm after-hours
You have reached [Carter and Lowe] outside of business hours. Our office is open Monday through Friday, nine a.m. to six p.m. Eastern. Please leave your name, phone number and a brief description of your matter, and a member of our team will return your call. Do not leave confidential details in this message.
- 9. HVAC after-hours with emergency line
Thanks for calling [Summit Heating and Air]. Our office is closed, but our technicians are on call twenty-four hours a day. If you have no heat, no cooling or a water leak from your system, press 1 now to reach the on-call technician. Emergency rates apply after hours. For anything else, leave a message and we’ll call you tomorrow morning.
- 10. Restaurant closed
Thanks for calling [Casa Verde Kitchen]. We’re closed right now. We’re open Tuesday through Sunday, eleven a.m. to nine p.m., and closed Mondays. You can see our menu and order ahead for tomorrow at [casaverde dot com]. See you soon!
Holiday closure scripts
- 11. Thanksgiving
Thank you for calling [Willow Hair Studio]. We’re closed Thursday and Friday for Thanksgiving and will reopen Saturday, November twenty-eighth, at nine a.m. You can book your next appointment online anytime. We’re thankful for you, and we wish you a happy holiday.
- 12. Christmas and New Year’s
Thank you for calling [Summit Heating and Air]. Our office is closed December twenty-fourth and twenty-fifth, and January first. Our on-call technicians are still available for no-heat emergencies; press 1 to reach them. Everyone at [Summit] wishes you a warm and happy holiday season.
- 13. Fourth of July or Memorial Day
You’ve reached [Carter and Lowe]. Our office is closed today for [Independence Day]. We’ll reopen tomorrow at nine a.m. Please leave a message, and we’ll return your call as soon as we’re back. Have a safe holiday.
On-hold message scripts
Play these one after another with short music breaks. Keep each under 30 seconds.
- 14. General hold
Thanks for holding. Your call is important to us, and the next available team member will be with you shortly. If you’d rather not wait, you can leave a message by pressing 1, and we’ll call you back.
- 15. Dental hold (helpful tip)
While you wait: did you know most dental insurance plans cover two cleanings a year at no cost to you? If it’s been more than six months since your last visit, ask us about scheduling today. Thanks for holding; we’ll be with you soon.
- 16. HVAC hold (seasonal offer)
Thanks for your patience. Before the cold weather hits, ask about our fall furnace tune-up. A yearly check helps your system run more efficiently and catch small problems before they turn into big repairs. Mention it to your service advisor when we pick up.
- 17. SaaS hold (self-service)
Thanks for holding. Many account questions can be answered right now at [help dot ledgerly dot com], including password resets, invoice downloads and plan changes. If you’d like to stay on the line, a support specialist will be with you shortly.
- 18. Law firm hold
Thank you for holding. A member of our team will be with you in a moment. To help us serve you faster, please have your case number or the name of your attorney ready when we answer.
Which voice should I use for an IVR?
| Business | Voice style | Speed |
|---|---|---|
| Dental and medical | Calm, warm, reassuring voice | Slightly slower |
| Law and finance | Mature, composed, formal voice | Slightly slower |
| Restaurant and retail | Friendly, upbeat American voice | Normal |
| HVAC and home services | Down-to-earth, steady voice | Normal |
| Salon and spa | Soft, polished voice | Slightly slower |
| SaaS and tech | Crisp, modern, neutral voice | Normal |
Use one voice for every message in your system so callers hear one consistent brand. Add a US Spanish voice for a Spanish menu branch.
How do I create IVR audio files on Speechma?
- Write each prompt separatelyYour phone system usually needs one audio file per prompt: welcome, main menu, after-hours, holiday, and each hold message.
- Spell out what should be spokenWrite “press 1” and “9 1 1” exactly as shown, and spell out web addresses with “dot”. Commas between phone number groups keep digits clear.
- Generate with one voicePaste the first prompt into the box at the top of this page, pick a voice, slow it slightly and generate. Repeat with the same voice for each prompt.
- Download and convert if neededDownload the MP3s, or use “download all” for a ZIP. If your system needs WAV (often 8 kHz mono for older phone systems), convert with any free audio converter.
- Upload and testUpload each file in your phone system’s auto-attendant settings, then call in from a cell phone and press through every option.
Managing menus for many locations or clients?
Agencies and phone service companies can produce prompts without captcha on SpeechmaPRO.com, or generate them automatically with the Speechma API from $9/month. For simple voicemail messages, see the voicemail greeting generator.
Frequently asked questions
Are these IVR scripts free to use?
What audio format do phone systems need?
How many options should an IVR menu have?
Should I say “press 1 for sales” or “for sales, press 1”?
Can I make a bilingual phone menu?
How often should I update my on-hold messages?
Can an AI voice say my business name correctly?
Make better voiceovers, faster
- New voices and features the day they launch
- Script templates and tricks that make AI voices sound human
- Creator stories, community picks and early access
