Rewriting your voicemail greeting for a text-first business

A voicemail greeting for a text-first business should do three things in under fifteen seconds: say who you are, tell the caller the fastest way to get an answer is to text this number, and say when a person will call back if they leave a message. Most callers hang up at a greeting, and a greeting that sends them to text keeps a share of them.

Why the greeting matters more than it used to

Fewer people leave voicemails every year. A caller who hears a long greeting usually hangs up and tries the next business. The greeting is your last chance with that caller, and the most useful thing it can do is give them a faster route than waiting.

The structure

1. Who you are. "You have reached Northside Dental."
2. The fast route. "For the quickest answer, text us at this number and we will reply in a moment."
3. The slow route. "Or leave a message and we will call you back today."
4. The emergency route, if you have one. "For a dental emergency after hours, call 555 0100."

That is it. Fifteen seconds, spoken calmly.

Four examples

Dental: "You have reached Northside Dental. For the quickest answer, text this number and we will reply in a moment. Or leave a message and we will call you back today. For a dental emergency after hours, call 555 0100."

Plumbing: "Reyes Plumbing. We are on a job. Text this number with your ZIP and what is going on, and we will answer right away. If water is coming in now, say so in your text."

Salon: "Thanks for calling Ava Salon. We are with clients. Text us to book or ask a question, and we will reply shortly."

Law firm: "You have reached Ortiz Law. Text or leave a message with your name and the best time to reach you, and we will respond today. If you have a court date this week, please say so."

What to leave out

Your full address and opening hours (put them in the text reply instead). "Your call is important to us." Promotions. A promise to call back "shortly" if you cannot keep it. And "press 1 for", unless you actually run a phone menu.

Make the promise true

"We will reply in a moment" is only honest if a reply comes in a moment, at any hour, which usually means software answers first. If your texts are answered by a person during office hours only, say that instead: "Text us and we will reply during office hours."

Frequently asked questions

Does the greeting have to mention texting consent?

A caller who chooses to text you has started the conversation. Replying to them is different from sending them marketing. Keep your first reply about what they asked.

Can the number I call from receive texts?

Only if it is set up for business texting. Check before you record the greeting; a landline that cannot receive texts makes the greeting a dead end.

How often should I update it?

When your hours or emergency arrangements change, and before holidays.

What Frontiva does here

Frontiva answers texts to your own Twilio number from your approved knowledge at any hour, because a reply to someone who just wrote in is not held for quiet hours. Missed call text back, which texts the caller automatically, is built and waiting on phone number provisioning. Our scripts post has first-text wording.