Press one to stop wasting time, press two for call-routing bliss.
If you’re tired of fielding phone calls meant for other people, you’re not alone. Like most business owners, you have better things to do and don’t want to interrupt your flow with endless call routing.
To make work life more efficient, many businesses implement auto-attendants to let customers route themselves in the right direction. Before you set up your auto-attendant, you need to create professional auto-attendant scripts that help you make a good first impression.
In this blog post, we’ll go over what your auto-attendant scripts should include and provide 20+ examples that can help you create your own. We’ll also offer tips to help you craft strong scripts. Plus, find out how you can use a VoIP phone system like OpenPhone and easily set up your auto-attendant.
What to include in auto-attendant scripts
You’ve likely heard a generic auto-attendant menu before — one that says, “Press zero for customer support, press one to reach a sales representative,” and so on. Menus that offer the best customer experience are usually brief and informative.
While you don’t want to stuff your script with information, you do want to include helpful, relevant details. Here’s what your script will likely need to include:
Greeting and introduction
Start with a short, warm greeting that introduces your company. This is your chance to set the tone and make a good impression.
Example:
Thank you for calling Flex and Flow Fitness! We’re here to help you achieve your wellness goals.
Regular business hours
Let callers know when they can reach a live representative. This is especially important for after-hours calls.
Example:
Our regular business hours are Monday through Friday, 6 AM to 9 PM, and Saturday and Sunday, 7 AM to 8 PM.
Main menu options
Provide clear, concise menu options that help callers quickly get the help they need.
Example:
To hear our class schedule, press one. For membership inquiries, press two. To speak with a personal trainer, press three. For billing or account help, press four. To hear more about our amenities, press five.
Default menu option
Explain what happens if a caller doesn’t make a selection to set expectations and prevent confusion.
Example:
If you don’t select an option, you’ll be transferred to the front desk so one of our team members can assist you.
Alternative support options
If you offer other ways for customers to get help like your app or website, mention them here.
Example:
Looking for class updates or quick info? Download the Flex and Flow Fitness app or visit us online at FlexAndFlow.com.
Including this information in your call flow script will make your auto-attendant valuable to callers without drawing it out too long. With 90% of customers determining their brand loyalties based on the quality of customer service, this smart use of business automation is crucial.
19 auto-attendant script examples
Craft a strong auto-attendant greeting for your business by drawing inspiration from the following script examples.
1. Basic auto-attendant greeting
A basic auto-attendant greeting can include all the script elements we listed above. Here’s an example of what this might look like in action:
Hello! Thanks for calling XYZ Company. Our hours of operation are 9 AM to 5 PM Eastern time, seven days a week. Please select from the following menu options to reach a specific department:
- For the sales department, press one.
- For the billing department, press two.
- For the public relations department, press three.
- For all other inquiries, stay on the line to speak to a member of our customer support team.
2. Customer service-based script
If you have a service-based company, consider providing options upfront to customers so they can reach specific members of your team. That way, they know they’re being taken care of.
You have reached XYZ, a full-service pest control company serving the San Diego area since 2007. Your call is important to us. Please select from the following options:
- To speak to Bob Doe or schedule an appointment, press one.
- To reach our billing coordinator, Jane Smith, press two.
- To speak to our receptionist, press zero.
3. Customer support script
When your team has a dedicated phone number customers can call into, you can set up IVR call routing so they reach coworkers specialized in specific tasks and tailor your auto-attendant script further.
Thank you for contacting XYZ Customer Service.
- If you are a new customer, press one.
- For existing customers, press two.
- For more information about XYZ Company, press three.
- To repeat this message, press zero.
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4. Holiday closures script
Taking an extended break for the holidays? The script below lets callers know when a team will be back to normal office hours and provides them with a way to contact them in case of an emergency.
Happy holidays! You’ve reached XYZ Company. Our offices are closed for our winter break. We’ll be back on January 4. If you’re calling about a business emergency, press one to reach our holiday response team. Otherwise, please leave a voicemail or call us during our regular business hours, 9 AM to 5 PM on January 4.
5. Special promotion script
You can use your auto-attendant for more than handling logistics. You can also use it to support your marketing campaigns or to drive sales:
Thanks for calling XYZ Company. For information on our new member discounts, press one. To learn about deals for existing customers, press two. For all other inquiries, stay on the line to speak to a live support representative.
6. Recently updated script
Recently updated your auto-attendant script? This example shares that information upfront to help customers get their calls routed to the right team.
Thank you for calling XYZ company. Please listen carefully as our menu options have recently changed.
For customer service or technical assistance, press one.
7. Spanish language script
Make your auto-attendant accessible to Spanish-speaking clients with a script like this:
¡Hola! Gracias por llamar a XYZ Company. Para continuar en español, presione uno.
For service in English, please stay on the line.
8. Department-specific script
Create a script to direct calls to a specific department within your organization:
Thank you for calling XYZ Company’s billing department. Our hours are Monday through Friday, 9 AM to 5 PM. For questions about your invoice, press one. To make a payment, press two. For help setting up a payment plan, press three. For all other questions, please stay on the line.
9. Technical support script
A technical support-specific script ensures customers can reach the help they need quickly:
Welcome to XYZ Tech Support. Our team is here to help resolve your technical issues.
- For troubleshooting assistance, press one.
- To speak with a representative, press two.
- For information about our online support resources, press three.
10. Professional service script
Build a professional appearance and highlight your industry expertise with a script like this:
Hello, and thank you for calling XYZ Legal Services. Our offices are open Monday through Friday, 8 AM to 6 PM.
- For family law services, press one.
- For business law, press two.
- For all other inquiries, please stay on the line to speak with a team member.
11. Home service script
For home service businesses, this script reassures customers and provides direction:
Thank you for calling XYZ Plumbing, your trusted partner in home repair since 2005. If this is an emergency, press one to be connected with an on-call technician.
- To schedule a service appointment, press two.
- For billing inquiries, press three.
- For all other questions, press zero.
12. Healthcare script
For healthcare organizations, it’s important to provide clear guidance:
Thank you for calling XYZ Family Clinic. If this is a medical emergency, please hang up and dial 911.
- To schedule an appointment, press one.
- For prescription refills, press two.
- To speak with a nurse, press three.
- For billing or insurance inquiries, press four.
13. Restaurant script
Restaurants can use auto-attendant scripts to enhance the customer experience:
Hello! You’ve reached XYZ Bistro. For reservations, press one. For information about our menu, press two. To place a to-go order, press three. For all other inquiries, please stay on the line.
14. Retail store script
Retail businesses can manage customer inquiries effectively with a simple script:
Thank you for calling XYZ Boutique. Our store hours are Monday through Saturday, 12 PM to 5 PM.
- For store location and directions, press one.
- For product availability, press two.
- To speak with a sales associate, press zero.
15. Hotel script
Hotels can provide a polished greeting and helpful options so guests can get help quickly:
Welcome to XYZ Hotel. To make a reservation, press one. For information on our amenities, press two. For group bookings or event inquiries, press three. For airport transportation, press zero. If you don’t select an option, you’ll be transferred to the front desk so one of our team members can assist you.
16. Education-related script
Educational institutions can direct calls efficiently with a dedicated script:
Thank you for calling XYZ Academy.
- For enrollment information, press one.
- To reach administration, press two.
- For teacher voicemail boxes, press three.
- To repeat this menu, press zero.
17. Real-estate script
A real-estate-focused script ensures clients can quickly get assistance:
Hello, and thank you for calling XYZ Realty. To inquire about our available properties, press one. For seller consultations, press two. To speak with a licensed agent, press three. For all other inquiries, please stay on the line to be connected to the next available team member.
18. Financial services script
Financial firms can convey professionalism with a script like this:
Welcome to XYZ Financial Advisors.
- For account assistance, press one.
- To speak with a financial consultant, press two.
- For billing or payment inquiries, press three.
19. E-commerce script
Help customers navigate their orders and inquiries with an e-commerce-focused script:
Thank you for contacting XYZ Online Store. Our hours are Monday to Friday, 9 AM to 5 PM Eastern time. Please listen carefully as our menu options have changed.
- For questions about an existing order, press one.
- To learn about our return and exchange policy, press two.
- For all other inquiries, press zero to speak with a representative.
3 after-hours auto-attendant scripts
One of the biggest perks of implementing an automated attendant is the ability to manage incoming calls 24/7. When your business hours are over — and even when you’re asleep — your auto-attendant can continue sending callers in the right direction:
Hi! You’ve reached XYZ Company outside our normal business hours. We’re open Monday through Friday, 9 AM to 5 PM. Please stay on the line to leave a voicemail and include your name and reason for calling. We’ll get back to you on our next business day.
Thank you for calling XYZ Company. Our offices are currently closed. Business hours are Monday through Friday, 9 AM to 5 PM.
If this is an urgent matter, please email support@xyzcompany.com, and we’ll respond as soon as possible.
Otherwise, please leave a voicemail with your name and a brief description of your request. A team member will follow up with you on our next business day.
Hi! Thanks for calling XYZ Company. Our team is unavailable right now but will return during our normal working hours of Monday to Friday, 10 AM to 6 PM. If you need immediate help, visit www.xyzcompany.com for FAQs, troubleshooting tips, and self-service options.
If you prefer to speak with our team, please leave a voicemail, and we’ll get back to you as soon as possible.
5 tips for creating auto-attendant scripts
As you build out an auto-attendant script of your own, keep these five best practices in mind to offer your clients an exceptional call experience.
1. Keep your message short and sweet
Callers don’t want to spend a full minute listening to irrelevant information. No need to include your company slogan, go through your entire company directory, or restate your phone number. A brief message is more effective and can prevent your callers from hanging up.
Other than a short welcome and perhaps a quick “thanks for calling,” your script should largely serve to inform and direct.
2. Limit your menu options
Could you imagine listening to 15 menu options before hearing the one that’s right for you? Once again, short and sweet is key. In addition to keeping your message brief, you should ideally have no more than five menu options.
Be strategic about the menu options you choose. Consider what most of your clients are calling you about. Odds are an option to press one for billing questions will be relevant to more callers than an option to press one for Joe from the finance department.
3. Assist callers who don’t select an option
Not all your callers will engage with your auto-attendant. Still, you want to support all your callers in some way. Use your business phone system to customize where you want to direct callers who don’t press an option after hearing your menu. For example, with OpenPhone, you can choose to have any of the following phone menu options with our Business plan:
- Forward the caller to another OpenPhone number.
- Forward the caller to a US or Canadian number not linked to your account.
- Let the caller get through to the number they originally dialed.
- Send the caller to your voicemail box.
- Forward the caller to a specific team member (even if your team shares a phone number).
- Play an audio recording.
- Repeat all your menu options.
4. Provide your most popular phone menu option first
One way to save your callers time is by presenting your most popular phone menu option as the first choice. Think about the most common reason you receive inbound calls. For example, if you get lots of calls about product returns, it makes sense to put a customer service option ahead of a sales option.
With OpenPhone, you can easily see which options callers select on the incoming call screen.
5. Let your callers know upfront when your menu options change
When your callers frequently reach out to you, it’s unlikely that they’re listening to all your menu options each time. They’re probably pressing the menu option they usually choose as soon as they can. But if your menu options change, they might get routed to the wrong place.
When you rearrange your menu options, give your callers a heads-up at the start of your auto-attendant script.
Set up an auto-attendant message like a pro with OpenPhone
A strong auto-attendant script can give callers all the information they need to get their questions answered or route themselves in the right direction. Using our examples as a starting point, you can craft a script that helps you manage your call volume and saves your customers time.
To ensure clients don’t hang up before your auto-attendant message finishes, keep your message and menu options short and sweet. Also strive to assist callers who don’t choose a menu option.
With a VoIP system like OpenPhone, setting up an auto-attendant is an intuitive process that can take just minutes. You can set up a unique auto-attendant script for each phone number. When creating your auto-attendant script, you can type out your script for an automated voice to read, record your greeting, or upload your own audio file.
Try setting up an auto-attendant of your own by signing up for a free trial of OpenPhone.
FAQs
An effective auto-attendant script is like a helpful concierge: informative, concise, and fine-tuned to your customers’ needs.
IVR (Interactive Voice Response) is included in many VoIP phone system plans. For example, OpenPhone’s Business plan includes customizable phone menus with IVR and is $23 per user per month. Additional features like call forwarding, SMS auto-replies, and AI call transcripts are also included.
A VoIP (Voice over Internet Protocol) number is a virtual phone number provided by services like OpenPhone or Nextiva. It allows you to make calls and send texts using an internet connection, offering better flexibility than traditional phone numbers or desk phones.
Many automated VoIP phone systems — such as OpenPhone, RingCentral, Dialpad, and Nextiva — include auto-attendant features. OpenPhone stands out as the best choice for growing businesses, offering advanced features and ways to automate your workflows via Zapier or Make.
