IVR Script Generator Guide

Create effective Interactive Voice Response (IVR) scripts that guide callers efficiently.

How to Use

Step 1: Define Menu Structure

• Main menu options
• Sub-menu branches
• Maximum menu depth
• Business hours handling

Step 2: Configure Settings

• Company name
• Brand voice (formal/casual)
• Language options
• Hold music preferences

Step 3: Generate Script

• Review complete script
• Test flow logic
• Export in required format

IVR Best Practices

Menu Design Rules

1. Limit options to 4-5 per menu

   • Too many options confuse callers
   • Put most common options first

2. Keep prompts under 30 seconds

   • Callers lose patience quickly
   • Be direct and clear

3. Always offer agent option

   • "Press 0 to speak with a representative"
   • Include at every menu level

Standard Structure

Welcome → Main Menu → Sub-Menu → Queue/Resolution

Sample Scripts

Main Greeting

"Thank you for calling [Company Name].

For English, press 1. Para Español, oprima 2.

[Language selected]

For Sales, press 1.
For Customer Support, press 2.
For Billing, press 3.
For store hours and locations, press 4.
To repeat these options, press 9.
Or stay on the line to speak with a representative."

After-Hours Message

"Thank you for calling [Company Name]. Our offices are currently closed.

Our regular business hours are Monday through Friday, 9 AM to 6 PM Eastern Time.

To leave a message, press 1.
For our online support center, visit [website].
For emergencies, press 2 to reach our on-call team.

Thank you for calling. Goodbye."

Queue Message

"All of our representatives are currently assisting other callers.
Your call is important to us and will be answered in the order received.

Current estimated wait time is [X] minutes.

To continue holding, please stay on the line.
To leave a callback number, press 1.
To return to the main menu, press 9."

Menu Options by Department

Sales Menu

"Press 1 for new customer inquiries.
Press 2 for existing customer upgrades.
Press 3 for pricing information.
Press 4 for partnership opportunities."

Support Menu

"Press 1 for technical support.
Press 2 for billing questions.
Press 3 to check order status.
Press 4 for returns and exchanges."

Billing Menu

"Press 1 to make a payment.
Press 2 to check your balance.
Press 3 for billing disputes.
Press 4 to update payment method."

Voice and Tone Guidelines

Professional Tone

• Use complete sentences
• Maintain consistent pacing
• Avoid slang or jargon
• Sound welcoming but efficient

Clarity Tips

Technical Considerations

Timeout Handling

"We didn't receive your selection.
Press 1 for [option].
Press 2 for [option].
Or press 0 to speak with a representative."

Invalid Input

"Sorry, that wasn't a valid option.
[Repeat menu options]
For additional help, press 0."

Transfer Messages

"Please hold while I transfer your call to [department].
This call may be recorded for quality purposes."

IVR Metrics to Track

Related Tools

• Call Script Generator - Human agent scripts
• Voicemail Greeting Generator - Voicemail messages
• IVR Migration Planner - Upgrade to AI