Everyday Voice Questions
IVR messages: a checklist for updating opening hours, queues and call diversions clearly
An outdated phone message can send callers in the wrong direction: opening hours that no longer apply, a number that is no longer active, or a diversion explained only halfway. In an IVR system, the automated phone response that guides a call through messages and options, the issue is often not the voice. It is the information provided at the start.
Before recording or replacing a message, the details need to be gathered in an orderly way. This checklist helps separate the messages you need, assign approvals and handle urgent updates without leaving conflicting instructions in the phone system.
Start with the purpose of each message
Not every IVR message does the same job. Treating them as one long script makes them harder to update and check.
| Message type | What it needs to make clear |
|---|---|
| Opening message | Who is answering, why the caller has reached the service and which options are available. |
| Queue message | That the call is waiting and which useful information can be given without overloading the caller. |
| Closed message | Opening hours, alternative channels and when the service will be available again. |
| Diversion message | Where the call is being redirected and what the caller should expect. |
| Emergency message | A temporary change, such as a service interruption or exceptional closure, with a clear indication of what to do. |
Keeping these blocks separate means only the relevant message needs replacing. If one location changes its opening hours, there is no need to rewrite the welcome message or the queue notice as well.
The checklist before production
1. Confirm the details and validity period
Put the full opening hours, relevant dates, exceptions, phone numbers, web or email addresses to be mentioned, and the end date for the notice in one document. For a temporary message, also state who must request its removal or the return to the previous wording.
2. Define where the call actually goes
A diversion message must describe what really happens after the caller hears it. Before recording, check with the person responsible for the phone system whether the call goes to a department, voicemail, an external number or another route. A recording does not fix an incorrect configuration.
3. Flag names and pronunciations
Brand names, people's names, places, acronyms and terms in other languages should be included in the brief. If a pronunciation matters to the client, it is better to share it before the recording session, rather than after delivery.
4. Name one approval owner
One person should be responsible for confirming the final script version. They may gather feedback from customer care, marketing, locations and operations, but the final decision needs to be traceable. This avoids conflicting last-minute amendments.
Practical example: before and after an IVR update
Illustrative scenario: a retailer temporarily changes its customer-service opening hours. A vague message such as “Our offices are closed, please call back later” leaves callers without useful information. A clearer alternative could be: “Our phone support team is available Monday to Friday, 9 am to 5 pm. Outside these hours, you can send a request through our website. We will respond on the next working day.”
These hours, contact options and response commitments are examples only. Replace them with accurate, approved information and verify the actual call routing before activation. For guidance on writing concise scripts that work when spoken, see the Jingles Factory guide to short audio scripts.
How to handle an urgent update
When an unexpected closure or operational issue requires a new notice, clarity comes first. Write the sentence explaining what is happening, then the action the caller needs to take, followed by the available alternative. Do not add unnecessary detail, promotions or instructions unrelated to the urgent situation.
Before activating it, check five things: the approved script, the alternative number or channel, the pronunciation of names, the actual call destination and the notice expiry. Once it is live, make a test call from outside and note when the message must be removed.
Limits to bear in mind
A well-written IVR message does not replace phone-system configuration, queue management or staff availability. It can make what happens during the call easier to understand, provided that the script, recording and call routing are aligned.
When a message includes more than one language, each version needs checking separately. A literal translation of names, opening hours, numbers and operational instructions is not enough.
A simple basis for more reliable phone messages
IVR quality often depends on a simple discipline: current information, scripts separated by purpose, checks before activation and one person accountable for the final version. Jingles Factory lists audio production for IVR systems among its services, alongside other audio applications for brands and businesses.
Explore Jingles Factory services.
Frequently asked questions about IVR messages
What information is needed to update an IVR message?
You need the approved script, opening hours and validity dates, any exceptions, the contacts or destinations to mention, pronunciation notes and the name of the person approving the final version.
What is the difference between a closed message and a diversion message?
A closed message says that a service is unavailable at that time and gives any alternatives. A diversion message explains where the call is being redirected.
How can you stop an urgent notice from staying live for too long?
Include an expiry date or triggering event in the brief, as well as the name of the person responsible for requesting removal or the return to the standard message.
Is a test call useful after an update?
Yes. A call from outside helps check the message heard by callers, the order of the prompts and the consistency between the recorded notice and the actual call route.