An on-hold message plays while a caller waits for someone to pick up. It's a small thing that shapes a caller's patience: a clear, honest message helps them stay on the line; a looping "your call is important to us" pushes them to hang up. Below are examples you can adapt, followed by the rules that make them work.
General on-hold messages
"Thanks for calling Cedar Family Dental. Our team is helping other patients and will be with you shortly. If you'd prefer, you can also book online at our website."
"Thanks for holding. You're in the right place, and the next available member of our team will be with you in just a moment."
Busy periods
"Thanks for your patience. We're busier than usual this morning. Stay on the line and we'll be with you as soon as possible, or hang up and we'll call you back."
Useful information while they wait
"While you wait: if you're calling to confirm tomorrow's appointment, you can reply C to the reminder text we sent you."
"Did you know we offer same-day emergency appointments? Mention it to our team when they answer."
Holiday hours
"Thanks for calling Summit Heating. We're closed on Thursday and Friday for the holiday and open again Monday at 8am. For heating emergencies, stay on the line."
Industry examples
Law firm
"Thank you for calling Harper and Lane. Please stay on the line and our intake team will be with you shortly. If you're a new client, have a brief description of your matter ready."
Home services
"Thanks for calling Northside Plumbing. If water is actively leaking, turn off your main water valve if you can do so safely. We'll be with you shortly."
Veterinary clinic
"Thank you for calling Riverside Animal Hospital. If your pet is having an emergency, please tell us as soon as we answer. We'll be with you shortly."
Rules for on-hold messages
- Confirm they reached the right place in the first line.
- Keep each message short, around 15 to 30 seconds.
- Offer an alternative: a callback, online booking, or a text option.
- Don't loop the same line every 20 seconds.
- Be honest about waits. "Just a moment" after five minutes damages trust.
- Update it for holidays, promotions and changes.
The real goal is shorter holds
The best on-hold message is the one callers don't hear. Every minute on hold is a minute a caller might give up and call someone else. See our call queue guide and call abandonment guide for how to shorten waits.
AutomateNexus Voice removes holding for most calls. Every call is answered in under a second, as many at once as come in, with scheduling and routine questions handled on the spot and anything needing your team transferred with the details attached.
After-hours versions
If your system plays a message after hours, don't pretend someone will answer shortly. Be clear about when you're open and what the caller can do now:
"Thanks for calling Northside Plumbing. Our office is closed, and we open again at 7am. If you have a plumbing emergency, stay on the line to reach our on-call team."
Recording your messages
- Write the script first and read it aloud to check timing.
- Record in a quiet room, standing up, speaking slightly slower than feels natural.
- Keep volume consistent with your hold music.
- Call your own line to hear it the way customers will.
Our voicemail greeting guide has more recording tips.
Frequently asked questions
What should an on-hold message say?
Confirm the caller reached the right business, set expectations about the wait, and offer an alternative such as a callback or online booking.
How long should an on-hold message be?
Short: around 15 to 30 seconds per message, with enough variety that callers don't hear the same line repeatedly.
Should I use music on hold?
Music with occasional short messages is common. Make sure you have the rights to any music you use.
How can I reduce time on hold?
Staff to your peak hours, offer callbacks, and move routine calls to an answering layer that can handle many calls at once.
Tagged[ never miss calls ][ business phone systems ]