On Hold Message Script Examples

Waiting on hold doesn’t have to be wasted time for you or your callers.

On hold messaging is an underused business tool that can boost customer experience, build trust, and drive conversions.

Use this time to engage, inform, and convert callers with purposeful audio content. Below, you’ll find examples, ideas, and downloadable scripts for various use cases from marketing promos to reassuring updates.

In this post, we’ll show you how to take advantage of this business opportunity and will share a range of on hold message scripts for different purposes.

How on hold messages support your business

The main purpose of on hold messaging is to enhance the caller’s experience while waiting. But it can do much more than just fill silence.

Use on hold messages to:

Promote products or services.
Share business updates and store info.
Cross-sell or upsell to current customers.
Build brand trust and credibility.

With the right script, on hold time can drive revenue and increase satisfaction at the same time.

What are the different types on hold messages?

There are 3 main types of on hold messages, each serving its own purpose:

Types of on hold messages

Most effective on hold messaging falls into one of these three categories:

1. Reassurance messages

Let callers know they’re valued. If there’s a long wait, thank them and explain why. Keep your tone polite and empathetic.

2. Promotional messages

Highlight offers, share seasonal deals, or promote new services. These messages are ideal for generating sales from engaged listeners.

3. Informational or educational messages

Share useful company details, such as business hours, app features, eco-initiatives, or FAQ answers that reduce support call volume.

Want to avoid upselling?

Consider entertainment style messages: trivia, fun facts, or light humor can improve mood and reduce caller frustration.

Need ready to use on hold messages?

Need on hold messages for your business phone line? Download ready to use pre-recorded on hold voice messages or contact us to create custom messages for you.

We hope the list of script below will give you plenty of ideas of what to say in your on hold message.

On hold script examples

Below you will find a collection of ready to use on hold message scripts for all of the above message types:

Reassuring on hold message scripts

Download this on hold message

More scripts examples:

“Thanks for holding. We understand your time is valuable, and we’ll be with you shortly to help you with your request.”

“While you wait, rest assured that your call is important to us, and we’ll do our best to provide you with the assistance you need.”

“At [company name], we’re committed to providing exceptional customer service. You can trust us to resolve any issues you may have.”

“Thanks for choosing [company name]. We’re experiencing higher than usual call volumes, but we’re working hard to get to you as soon as possible.”

“While you wait, remember that we value your business and appreciate your patience. Our representative will be with you shortly.”

“At [company name], we understand that waiting on hold can be frustrating. That’s why we’re constantly working to improve our response times.”

“Thanks for holding. Our representative will be with you shortly to provide you with the assistance you need. In the meantime, please enjoy our on hold music.”

“While you wait, know that we’re committed to resolving your issue as quickly and efficiently as possible. Your satisfaction is our top priority.”

“At [company name], we understand that your time is valuable. That’s why we offer online resources and self-service options to help you get the information you need.”

“Thanks for choosing [company name]. We want to assure you that we’re doing everything we can to provide you with the best possible service. We appreciate your business and patience.”