How to Write an On Hold Message

June 24, 2024 | On Hold Message

An on-hold message speaks volumes about your business to a captive audience. It can be a valuable addition to your marketing strategy, most effective when it informs, motivates, and reassures your callers.

By putting in a little effort and forethought, you can ensure that your callers feel respected and valued when they hear your on-hold message.

Benefits of a Well-Crafted On Hold Message

When used well, an on-hold message can:

  • Enhance your business image.
  • Inform clients of your key benefits.
  • Upsell additional services.
  • Answer frequently asked questions.
  • Reassure clients they’ve contacted the right place.

Conversely, a poorly executed on-hold message can lose a customer for life.

Structure of an On Hold Message

Typically, an on-hold message follows a structure similar to this:

  • Intro Music: A short piece of music to start.
  • First Paragraph: Provide the first piece of information.
  • Music Gap: 5-10 seconds of music.
  • Additional Paragraphs: Continue alternating between content and music gaps.
  • Loop: The message repeats after about four minutes.

Consider Caller Frequency

How often your clients call impacts your message strategy:

  • Infrequent Calls: A well-written message can last a long time.
  • Frequent Calls: Update your message several times a year, or rotate multiple pre-made messages.

Best Practices

  • Respect Callers’ Time: Provide valuable information rather than a hard sell.
  • Short Paragraphs: Keep messages concise, focusing on one main idea per paragraph.

Practical Tips

  1. Welcome Message: Start by thanking the caller for contacting your business.
  2. Prioritize Valuable Information: Place the most important information in the first few segments.
  3. Incentives: Offer incentives to stay on hold, like discounts or free resources.
  4. Alternatives for Long Waits: Suggest emailing, online orders, or leaving a message if the wait is long.

Key Questions to Ask

When crafting your message, ask yourself:

  • What value can I provide my clients?
  • What do I want them to know about me?
  • Are there any specific seasonal activities to highlight?
  • Can I offer helpful tips or address common questions?


A well-crafted on-hold message can significantly enhance caller satisfaction and improve your business opportunities.

Avoid stating the obvious. Instead, use your on-hold message to educate callers about services that set you apart.

Offer helpful tips, make their wait painless, and ensure your value is highlighted, directing callers to useful tools or resources.

For more – hit us up at The Voice Market and we’d love to help get your new message up and running for you