Business Auto Attendant Messages: What to Write
What messages your company phone needs, how to write short clear greetings and menu options, the file format to ask for, and typical Hylance prices.
Key takeaways
- An auto attendant usually needs four messages: a greeting, a menu of options, a hold message, and an after-hours and holidays message.
- Write the script before recording: keep sentences short, say the department before the number, and keep each menu to four options or fewer.
- Ask your phone provider which file format your system accepts before ordering, because some systems only accept one specific format.
- On Hylance, AI-voice auto attendant messages start at about SAR 55 (about $15), and a greeting with a hold tone starts at about SAR 60 (about $16) at the time of writing.
Recording your company’s auto attendant starts with the script, not the voice: write four short messages for the greeting, menu options, hold message, and after-hours message, then check which file format your phone system accepts with your phone service provider, and only then record them with either a human voice or an AI voice. On Hylance, the cost of these messages starts at around SAR 55 (about $15) with an AI voice at the time of writing.
What messages does your company auto attendant need?
An auto attendant, also called an IVR menu, is what a caller hears before reaching an employee: a greeting, then options to press a number, then hold or transfer. Most small businesses need the following messages:
| Message | When the caller hears it | Recommended length |
|---|---|---|
| Greeting | As soon as the call is answered | One or two sentences, a few seconds |
| Menu options | Right after the greeting | One option per department, four options or fewer |
| Hold message | While the call is being transferred to an employee | A sentence repeated with soft music |
| After hours | If they call outside working hours | Your working hours and what they should do now |
| Holidays and occasions | On announced closure days | Your return date and an alternative way to contact you |
If you have one line and one employee, a greeting and an after-hours message may be enough. The full menu is useful when people call for different reasons that are handled by different people, such as sales, support, and accounts.
How do you write the greeting and menu script?
Callers hear the script once and cannot go back to it, so write for the ear, not the eye. These rules help make your messages clear the first time:
- Start the greeting with your company name so the caller knows they reached the right number, and do not make the thank-you and welcome too long.
- Say the department before the number: “For sales, press 1” is clearer than “Press 1 for sales,” because the caller is waiting for their department and then remembers its number.
- Put the most requested option first, and make the last option “to speak to an employee.”
- Keep each menu to four options or fewer. If you need more, split them into two menus.
- Repeat the menu at the end with a line like “To hear these options again, press 9,” or whatever fits your system.
- Use the same words your customers use. “Track your order” is clearer to them than “after-sales services.”
- Read the script out loud with a timer before sending it. What looks short on paper may sound long when heard.
A ready-made auto attendant script you can adapt
Here is a sample for a small company with three departments. Change the names, numbers, and business hours to fit your company:
- Greeting: “Welcome to (your company name).”
- Options: “For product and pricing questions, press 1. To follow up on an existing order, press 2. For accounts and billing, press 3. To speak to one of our staff, press 0.”
- Hold message: “Thank you for waiting. One of our team members will be with you shortly.”
- After hours: “Thank you for calling (your company name). Our business hours are Sunday to Thursday, from 9 AM to 5 PM. We’ll be happy to hear from you during those hours.”
Notice that each message says just one thing, and the after-hours message answers the question the caller already has in mind: when should I call again? If you have a website or store that accepts orders, mention it in this message by its short name.
Human voice or AI voice?
AI-generated voice is now clear enough for most auto attendant messages, and its biggest advantage is how easy it is to edit: if your working hours change or you add a new department, the message can be regenerated without a new recording session. It is a good fit if your business is small and you want polished messages at a low cost.
A human voice is worth the higher cost in two cases: if you want a distinctive tone that also appears in your ads and becomes part of your brand identity, or if your messages include names or product names that generated voices may not pronounce correctly. In both cases, ask to hear a short sample before recording all the messages.
Which file format does your phone system accept?
Many people forget this step and receive files their system will not accept. Phone systems vary: some accept standard MP3 files, while others only accept WAV files in low quality made for calls, such as 8kHz mono. Before you order the recording:
- Ask your phone service provider or the person who installed your system which format is required and what the maximum file size or duration is.
- Ask the voice specialist to deliver each message in a separate file with a clear name, such as “Greeting” and “After-Hours.”
- Ask for a copy in a standard format too, so you can use it later if you change your phone system.
- Test the messages with a real call from your mobile after uploading them, because audio over the phone is weaker than what you hear through speakers.
Uploading the files to the phone system and programming the menu is separate from the recording itself. That is usually handled by your service provider or whoever manages the system for you.
Common mistakes in auto attendant messages
- A long greeting with the company slogan and vision before the options. The caller wants to reach the right person quickly.
- Too many options with internal department names the customer does not know.
- No option to speak to an employee, leaving the caller stuck in the menu or hanging up.
- An after-hours message that does not mention business hours.
- Old messages that were not updated after changing hours or closing a department.
- Hold music that is too loud and covers the voice, or music that is not licensed.
How much does auto attendant recording cost on Hylance?
The following numbers are approximate, based on services listed on Hylance at the time of writing, and the exact price is shown on each service page in your currency. Recording auto attendant menu messages for options, after-hours, and holidays with an AI voice costs about SAR 55 (about $15). A greeting with a phone hold tone costs about SAR 60 (about $16). Arabic AI voice-over up to 60 seconds costs about SAR 40 (about $11), which is suitable if you only need one message. Send your script, departments, business hours, and file format in the order chat on Hylance so the work can start without repeated questions.
You pay from your Hylance wallet, and the amount stays on hold with the platform until you confirm delivery. Before delivery, you can cancel the order and the amount returns to your wallet. After delivery, if the work does not match what you agreed on, you can open a dispute for the platform team to review. On your first order, you also get a 10% discount.
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Frequently asked questions
What messages does a company phone auto attendant need?
Usually four messages: a short greeting with the company name, a menu of options that routes callers to the right department, a message or tone played while they wait, and an after-hours message with your business hours. You can also add a holidays and occasions message if your company closes on those days.
How many options should I put in an auto attendant menu?
Four options or fewer in each menu, because callers hear the menu once instead of reading it, and the longer it is, the easier it is to forget the beginning. Put the most requested option first, and add a final option to speak to an employee.
Should I record my auto attendant with a human voice or an AI voice?
AI voice is cheaper and faster, and it is easy to edit when your working hours or departments change, so it works well for most small businesses. A human voice is better if you want a distinctive tone for your brand or more accurate pronunciation for names that generated voices may not say correctly.
Ready to put this into practice?
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