IVR Script Examples: AI Voice Prompts for Greetings, Menus, Queues and Support

Good IVR scripts are short, paced, and easy to act on. A caller should know three things within a few seconds: who they called, what options exist, and which number to press.

The best IVR voice prompts do not sound like a paragraph read over the phone. They sound like routing instructions.

Bad:

Thank you for calling Acme Support, where we help customers with billing, subscriptions, product setup, account questions, order status, technical issues, sales inquiries, and more. Please listen carefully as our menu options have recently changed.

Better:

Thank you for calling Acme Support.

For sales, press 1.

For billing, press 2.

For technical support, press 3.

For all other questions, press 0.

That is the rule for IVR scripts: one instruction at a time.

This guide gives you copy-paste IVR script examples for greetings, phone menus, queues, callbacks, after-hours messages, outages, holiday hours, appointment routing, and multilingual support. It also shows how to turn the final script into editable blocks in Narration Box Studio so each greeting, queue message, or support prompt can be generated and revised separately.

What an IVR script needs to do

An IVR script is not a brand speech. It is a caller navigation tool.

A good IVR greeting script should:

• identify the company
• set the call context
• keep menu options short
• separate departments clearly
• give callers a way to repeat the menu
• give callers a way to reach a person or leave a message
• avoid long intros before the menu
• use pauses between choices
• match the tone of the support experience

Callers are usually not browsing. They are trying to get somewhere.

Your IVR voice prompts should help them move.

The basic IVR script structure

Most IVR scripts can be built from five parts.

1. Greeting

Thank you for calling [Company Name].

2. Optional context

This call may be recorded for quality and training.

3. Menu options

For sales, press 1.

For billing, press 2.

For technical support, press 3.

4. Fallback

For all other questions, press 0.

5. Repeat

To hear these options again, press 9.

You do not need all five in every prompt. A small business phone menu script may only need a greeting and three options. A support center may need language selection, authentication, queue messages, callback prompts, escalation messages, and after-hours routing.

IVR writing rule: split options into blocks

Do not write every option in one sentence.

Harder to follow:

For sales press 1, billing press 2, technical support press 3, order status press 4, or press 0 to speak with an agent.

Easier to follow:

For sales, press 1.

For billing, press 2.

For technical support, press 3.

For order status, press 4.

To speak with an agent, press 0.

The second version is longer on the page, but clearer on the phone. That matters.

When you create IVR audio in Narration Box customer support voiceovers , each line can become its own block. That makes it easier to adjust pacing, regenerate one option, or export a single prompt without rebuilding the full call flow.

Main IVR greeting examples

Use these IVR greeting examples when the caller first reaches your business.

Standard business greeting

Thank you for calling [Company Name].

For sales, press 1.

For customer support, press 2.

For billing, press 3.

For all other questions, press 0.

To hear these options again, press 9.

Short greeting

Thank you for calling [Company Name].

For sales, press 1.

For support, press 2.

For billing, press 3.

To speak with our team, press 0.

Warm customer service greeting

Thanks for calling [Company Name]. We are here to help.

For sales, press 1.

For customer support, press 2.

For billing, press 3.

For anything else, press 0.

Formal corporate greeting

Thank you for calling [Company Name].

Please choose from the following options.

For sales, press 1.

For customer support, press 2.

For accounts and billing, press 3.

For press or partnership inquiries, press 4.

To speak with the operator, press 0.

Small team greeting

Thanks for calling [Company Name].

To reach [Person or Department], press 1.

For support, press 2.

For billing, press 3.

For all other inquiries, leave a message after the tone and we will return your call.

Customer service IVR script

Use this when your main phone line handles support requests.

Thank you for calling [Company Name] customer support.

For help with your account, press 1.

For billing or payment questions, press 2.

For technical support, press 3.

For order status, press 4.

To speak with a support agent, press 0.

To hear this menu again, press 9.

Style instruction for AI voice :

Speak clearly and calmly. Pause briefly after each option. Keep the tone helpful, not cheerful.

Sales IVR script

Sales prompts should be direct. Do not make buyers sit through support instructions first if they are ready to talk.

Thank you for calling [Company Name].

For new sales inquiries, press 1.

For pricing or plan questions, press 2.

For an existing sales conversation, press 3.

For customer support, press 4.

To speak with the operator, press 0.

Style instruction for AI voice:

Speak with a confident, clear tone. Keep the pace steady and businesslike.

Billing IVR script

Billing callers may already be frustrated. Keep the script calm and specific.

You have reached [Company Name] billing support.

For invoices, press 1.

For payment issues, press 2.

For refunds or credits, press 3.

For tax or account details, press 4.

To speak with a billing specialist, press 0.

Style instruction for AI voice:

Use a calm support tone. Read each option with clear separation.

Technical support IVR script

Technical support menus should route by problem type, not by internal team name.

Thank you for calling [Company Name] technical support.

For login or password issues, press 1.

For product setup, press 2.

For troubleshooting an active issue, press 3.

For integrations or API support, press 4.

For all other technical questions, press 0.

Style instruction for AI voice:

Speak like a support specialist. Keep the delivery patient and precise.

After-hours IVR script

After-hours scripts should say whether support is closed, what happens next, and how urgent issues are handled.

Thank you for calling [Company Name].

Our office is currently closed.

Our regular hours are [days and hours].

To leave a message, press 1.

For urgent support, press 2.

To hear our business hours again, press 3.

Style instruction for AI voice:

Use a steady, polite tone. Do not sound apologetic unless the message concerns an incident or delay.

Queue and hold script examples

Queue scripts should reassure callers without repeating the same sentence too often. Keep them useful.

Standard queue message

Thanks for waiting.

Your call is still in the queue.

The next available team member will help you shortly.

Longer queue message

Thanks for your patience.

We are helping other customers right now.

Please stay on the line, and the next available support specialist will take your call.

Queue with self-service option

Thanks for waiting.

You can also visit [website URL] for help articles, account updates, and troubleshooting steps.

If you prefer to stay on the line, the next available agent will help you.

Queue with estimated wait

Thanks for waiting.

Your estimated wait time is [estimated time].

Please stay on the line, or press 1 to request a callback.

Queue with callback option

Thanks for waiting.

To keep your place in line and receive a callback, press 1.

To continue holding, stay on the line.

Style instruction for AI voice:

Speak calmly and slowly. Leave a short pause before the callback instruction.

Callback IVR script

A callback prompt should explain what happens after the caller presses the option.

You can request a callback and keep your place in line.

To receive a callback at this number, press 1.

To enter a different callback number, press 2.

To continue holding, press 3.

Style instruction for AI voice:

Make the instructions plain and measured. Do not rush the number choices.

Outage IVR script

Outage messages need to be useful before they are comforting. Say what is affected, whether the team knows, and where updates will appear.

Thank you for calling [Company Name].

We are currently aware of an issue affecting [service or feature].

Our team is working on it now.

For updates, visit [status page URL].

If your question is about this issue, you do not need to open a new ticket.

For other support questions, press 1.

Style instruction for AI voice:

Use a steady, serious tone. Keep the message calm and direct.

Maintenance IVR script

Use this when support volume rises because of planned maintenance.

Thank you for calling [Company Name].

We are currently performing scheduled maintenance on [system or feature].

Maintenance is expected to end at [time and timezone].

For live updates, visit [status page URL].

For urgent support, press 1.

For all other questions, press 2.

Style instruction for AI voice:

Read this as a clear service notice. Do not make it sound alarming.

Holiday hours IVR script

Holiday prompts should be short and date-specific.

Thank you for calling [Company Name].

Our office is closed for [holiday name] on [date].

We will reopen on [date] at [time].

To leave a message, press 1.

For urgent support, press 2.

Style instruction for AI voice:

Use a polite, neutral tone. Keep the message short.

Appointment routing IVR script

Appointment menus should separate scheduling, rescheduling, and cancellations.

Thank you for calling [Company Name].

To schedule an appointment, press 1.

To reschedule an appointment, press 2.

To cancel an appointment, press 3.

For questions about an upcoming appointment, press 4.

To speak with our team, press 0.

Style instruction for AI voice:

Speak clearly and leave a short pause after each action.

Order status IVR script

Use this when callers often ask about delivery, fulfillment, or tracking.

Thank you for calling [Company Name].

For order status, press 1.

For shipping or delivery questions, press 2.

For returns or exchanges, press 3.

For billing questions, press 4.

To speak with customer support, press 0.

Style instruction for AI voice:

Use a practical support tone. Keep each option short.

Multilingual IVR script

Language selection should come early. Do not bury it after a long greeting.

Thank you for calling [Company Name].

For English, press 1.

Para español, presione 2.

For French, press 3.

For all other languages, press 0.

Style instruction for AI voice:

Read each language option clearly. Use a steady phone menu pace.

If your phone system sends each language to a separate branch, create each language prompt as its own block. That makes future updates easier.

For multilingual support audio, Narration Box Studio can help teams keep prompts modular by language, department, and region.

Voicemail IVR script

Voicemail prompts should tell callers what to leave and when they can expect a response.

You have reached [Company Name].

Our team is not available right now.

Please leave your name, phone number, account email, and a brief message.

We will return your call within [timeframe].

Style instruction for AI voice:

Use a calm, respectful tone. Read the required details slowly.

Escalation IVR script

Use escalation prompts when the caller is being transferred from self-service to a person.

Thanks for that information.

We are connecting you with a support specialist.

Please stay on the line while we transfer your call.

Style instruction for AI voice:

Speak calmly. Keep the transfer message short.

Invalid option IVR script

Invalid-option prompts should correct the caller without sounding annoyed.

We did not receive a valid selection.

Please try again.

For sales, press 1.

For support, press 2.

For billing, press 3.

To speak with an agent, press 0.

Style instruction for AI voice:

Use a neutral support tone. Do not sound frustrated.

Repeat menu IVR script

Repeat prompts should not replay a long greeting. Return to the options.

Here are the menu options again.

For sales, press 1.

For support, press 2.

For billing, press 3.

To speak with an agent, press 0.

Style instruction for AI voice:

Keep the pace clear and slightly slower than normal speech.

Phone menu script for a SaaS company

Thank you for calling [Company Name].

For sales, press 1.

For billing or plan questions, press 2.

For product support, press 3.

For integration or API questions, press 4.

For security or procurement questions, press 5.

To speak with the operator, press 0.

Style instruction for AI voice:

Speak in a clear product-support tone. Emphasize department names, not numbers.

Phone menu script for a healthcare office

Thank you for calling [Clinic Name].

If this is a medical emergency, please hang up and call emergency services.

To schedule an appointment, press 1.

To reschedule or cancel an appointment, press 2.

For prescription questions, press 3.

For billing, press 4.

To speak with the front desk, press 0.

Style instruction for AI voice:

Use a careful, calm tone. Read the emergency instruction clearly.

Phone menu script for a service business

Thank you for calling [Company Name].

To request a quote, press 1.

To schedule a service visit, press 2.

For an existing appointment, press 3.

For billing, press 4.

For all other questions, press 0.

Style instruction for AI voice:

Use a friendly but efficient tone. Keep the menu moving.

Phone menu script for ecommerce support

Thank you for calling [Company Name].

For order status, press 1.

For returns or exchanges, press 2.

For shipping questions, press 3.

For payment or billing, press 4.

For all other support, press 0.

Style instruction for AI voice:

Speak clearly and keep the options easy to follow.

How to pace IVR voice prompts

IVR scripts fail when they are written like website copy.

A phone menu needs more air.

Use this:

For sales, press 1.

(1s pause)

For billing, press 2.

(1s pause)

For technical support, press 3.

(1s pause)

For all other questions, press 0.

Avoid this:

For sales press 1, for billing press 2, for technical support press 3, and for all other questions press 0.

The caller is listening in real time. They cannot scan the sentence again.

IVR script length guidelines

Keep the opening greeting short.

A main IVR greeting should usually be one company sentence plus the menu. If you need legal or recording notices, keep them short and place them where they make sense for your business.

A useful rule:

• Greeting: 1 sentence
• Menu options: 3 to 5 choices
• Each option: 5 to 8 words
• Queue message: 1 to 3 sentences
• Outage message: state the issue, status, and next step
• After-hours message: state closure, reopening time, and next action

If your menu has more than five options, consider a submenu.

IVR wording mistakes to avoid

Starting with a long brand intro

Callers do not need your full company pitch. They need the right route.

Weak:

Welcome to [Company Name], the leading provider of [long description] trusted by customers across [regions].

Better:

Thank you for calling [Company Name].

Saying “please listen carefully”

Callers hear this phrase too often. It does not make the menu clearer.

Weak:

Please listen carefully as our menu options have changed.

Better:

Please choose from the following options.

Giving too many options at once

A long menu increases caller mistakes.

If you need more than five options, group them:

For sales and pricing, press 1.

For account and billing help, press 2.

For technical support, press 3.

For all other questions, press 0.

Using internal department names

Callers may not know your org chart.

Weak:

For Customer Success Operations, press 2.

Better:

For help with your account, press 2.

Rushing numbers

Numbers need space. Add short pauses before the next option.

For sales, press 1.

(1s pause)

For billing, press 2.

Changing the voice across prompts

A caller should not hear one voice in the greeting, another in the queue, and another in the callback prompt unless there is a reason.

Use one support voice system where possible.

How to turn IVR scripts into blocks in Narration Box

Do not generate your whole IVR as one long audio file.

Build it in blocks.

Example block setup:

Block 1: Main greeting

Thank you for calling [Company Name].

Block 2: Sales option

For sales, press 1.

Block 3: Support option

For customer support, press 2.

Block 4: Billing option

For billing, press 3.

Block 5: Operator option

For all other questions, press 0.

Block 6: Repeat option

To hear these options again, press 9.

This structure helps because each prompt can be edited, regenerated, and exported separately. If your billing department changes to accounts, you update one block. If your holiday hours change, you update one message. If the queue prompt needs a calmer delivery, you regenerate that block.

In Narration Box customer support voiceovers , this block-based approach fits IVR greetings, queue messages, routing prompts, support tutorials, localized support updates, and help-center audio.

Suggested AI voice style instructions for IVR prompts

Use short style instructions. Do not over-prompt.

Main greeting

Speak clearly and calmly, with phone-menu pacing.

Sales menu

Speak confidently and keep the menu moving.

Billing prompt

Use a calm support tone. Leave a short pause after each option.

Technical support prompt

Speak patiently and clearly, like a support specialist.

Outage message

Use a steady, serious tone without sounding alarming.

Queue message

Speak warmly and slowly. Reassure the caller without sounding casual.

Callback prompt

Read the choices slowly so the caller can respond.

After-hours message

Use a polite, neutral tone. Keep the message short.

Export and phone-system checks

Before publishing IVR audio, check what your phone system accepts.

Common checks include:

• file type
• sample rate
• mono or stereo
• maximum file size
• loudness requirements
• prompt naming
• whether each menu needs a separate file
• whether the system accepts MP3, WAV, or another format

Narration Box supports exports such as MP3, WAV, Opus, FLAC, and OGG depending on the production flow. Your phone provider may still require a specific format. Check the requirement before final upload.

A clean naming system helps:

main-greeting.wav

sales-menu.wav

billing-menu.wav

support-menu.wav

after-hours.wav

holiday-hours.wav

queue-message-1.wav

callback-offer.wav

outage-message.wav

IVR script QA checklist

Before exporting final IVR voice prompts, listen once like a caller.

Check:

• Does the first sentence identify the company?
• Are the options in the right order?
• Are the most common reasons first?
• Does each option have one action?
• Are numbers easy to hear?
• Are pauses long enough?
• Is the voice consistent across prompts?
• Are product names, department names, and acronyms pronounced correctly?
• Is the recording notice included if your business needs one?
• Does the after-hours message say when you reopen?
• Does the outage message give a next step?
• Does the callback message explain what happens after pressing the number?
• Does every exported file have a clear name?

Do not approve IVR audio by reading the script. Approve it by listening.

A full IVR script example

Use this as a complete starting point.

Main greeting

Thank you for calling [Company Name].

For sales, press 1.

For customer support, press 2.

For billing, press 3.

For order status, press 4.

For all other questions, press 0.

To hear these options again, press 9.

Sales

You have reached sales.

For new pricing questions, press 1.

For an existing sales conversation, press 2.

To return to the main menu, press 9.

Customer support

You have reached customer support.

For help with your account, press 1.

For product setup, press 2.

For technical troubleshooting, press 3.

To speak with a support agent, press 0.

To return to the main menu, press 9.

Billing

You have reached billing.

For invoices, press 1.

For payment issues, press 2.

For refunds or credits, press 3.

To speak with a billing specialist, press 0.

To return to the main menu, press 9.

Queue

Thanks for waiting.

Your call is still in the queue.

The next available team member will help you shortly.

To request a callback, press 1.

To continue holding, stay on the line.

After hours

Thank you for calling [Company Name].

Our office is currently closed.

Our regular hours are [days and hours].

To leave a message, press 1.

For urgent support, press 2.

Voicemail

Please leave your name, phone number, account email, and a brief message.

We will return your call within [timeframe].

Final recommendation

Write IVR scripts like instructions, not announcements.

Keep the greeting short. Put the most common caller needs first. Separate every option. Add pauses where the caller needs time to decide. Export prompts as separate files so updates do not require rebuilding the entire phone tree.

If you are creating IVR audio with AI voices, build the script in blocks inside Narration Box Studio . Use one support voice, short style instructions, clear pacing, and separate exports for greetings, queues, callbacks, after-hours messages, and support routing.

The caller should never have to decode the menu. They should know what to press.