Articles: How to Write a Receptionist Greeting

The first few seconds of a call set the tone for everything after it. A good greeting tells callers they've reached the right place, sounds like a real business, and gets them talking about why they rang. A poor one makes them wonder whether to hang up. Below are five principles, then receptionist greeting examples for five kinds of business.

Whether your phone is answered by a person, an answering service or an AI receptionist, the greeting is worth a few minutes of thought.

Five principles of a good greeting

1. Say the business name first

Callers want to know straight away that they've got the right number. Put your business name in the first sentence, ideally the first few words. "Thanks for calling Harbour Plumbing" works better than "Hello, you've reached the team at...".

2. Keep it short

A greeting is not an ad. Two short sentences is usually plenty. Every extra second is a second the caller is waiting to speak, and long greetings make people impatient before the conversation has even started.

Read it out loud and time it. If it takes much more than five or six seconds, cut something.

3. End with an invitation to speak

Finish with a question, so the caller knows it's their turn: "How can I help?" or "What can we do for you today?" A greeting that ends with a statement leaves an awkward pause.

4. Sound like your business

A law firm and a mechanic don't sound the same, and they shouldn't. Match the tone your customers expect: warm and relaxed for a local trade, calm and professional for an accountant or a law firm.

5. Leave out what can wait

Opening hours, your website, special offers and long lists of services don't belong in the greeting. If a caller needs that information, whoever answers can give it to them. And avoid phone-tree menus ("press 1 for sales") unless you really need them: callers would rather just say what they want.

Receptionist greeting examples by industry

These are starting points. Swap in your own business name and adjust the wording until it sounds like you.

Tradies and home services

• "Thanks for calling Harbour Plumbing. How can we help?"
• "G'day, Northside Electrical. What can we do for you?"
• "Thanks for calling Coastline Building. Are you after a quote, or calling about a job we're already on?"

The last one does some sorting up front, which helps if you get a lot of both kinds of call.

Real estate

• "Thanks for calling Bayside Property. Are you calling about buying, selling or a rental?"
• "Good morning, Hillcrest Realty. How can I help you today?"

Real estate offices often split sales and property management, so asking early helps the call get to the right person.

Accountants and bookkeepers

• "Thanks for calling Morgan and Associates. How can I help?"
• "Good afternoon, Clearview Accounting. Who am I speaking with?"

Asking for the caller's name early works well for professional services, where you'll want it for your records anyway.

Law firms

• "Thank you for calling Reid Legal. How may I help you?"
• "Good morning, Carter and Lane Lawyers. Are you a current client, or is this a new enquiry?"

Separating current clients from new enquiries early is useful when they're handled by different people.

Mechanics and auto workshops

• "Thanks for calling Eastside Auto. How can we help today?"
• "G'day, Main Street Motors. Are you calling to book a service, or about a car that's already with us?"

Two things your greeting may need to include

A recording notice

If your calls are recorded or transcribed, a short notice at the start is common practice: "This call may be recorded." The rules on recording calls differ between states, so check what applies to your business.

In Call Sure, "This call may be recorded." is added to your greeting unless you switch the notice off, or your greeting already mentions recording, so you don't need to write it in yourself. It always stays on while you record calls. The Help centre explains the recording settings.

Telling callers it's a virtual receptionist

If an AI receptionist answers for you, you can choose whether it says so up front. Some businesses prefer to be upfront from the first sentence; others would rather the conversation just flow. New Call Sure accounts start with the disclosure on, so your assistant introduces itself as your virtual receptionist, and you can switch it off. Either way, if a caller asks, it says it's a virtual receptionist and never pretends to be a person.

Beyond the greeting: briefing whoever answers

The greeting gets the conversation started. What happens next depends on how well the person (or the AI) answering for you knows your business. Write a short brief, the same way you'd brief a new receptionist on their first day. Cover:

• What you do and don't do. "We do residential plumbing and hot water. We don't do commercial fit-outs or gas appliance repairs."
• Where you work. The suburbs or regions you cover, and any you don't.
• Your hours. When you're available to take calls, and what callers should expect outside those hours.
• Prices you're happy to share. A call-out fee, a standard service price, or "we quote every job on site". If you'd rather prices weren't discussed, say so.
• What to ask every caller. Their name, the best number to call back on, their suburb, and what they need.
• Who handles what. "New quotes go to Sam; anything about an existing job goes to Priya."
• Common questions and the answers. Parking, payment options, how far ahead you're booked, what to bring to an appointment.
• What not to say. Anything you don't want promised: arrival times, prices for complex jobs, or advice.
• Urgent situations. What counts as urgent for you, what callers should do in the meantime, and a clear reminder that anyone in danger should call 000.

In Call Sure, this goes on the Assistant page, under "What your assistant should know" (the Help centre walks through it). Your assistant answers from it rather than guessing, and if a caller asks something you haven't covered, it offers to take a message or put them through. Changes apply from the next call, so it's easy to refine as you go.

Test it like a customer would

Once your greeting and brief are written, ring your own number from another phone and play the part of a customer. Try an easy call, an awkward one and one that asks something you haven't covered. Listen for anything that sounds stiff, too long or unclear, and adjust.

Quick answers

How long should a receptionist greeting be?

Two short sentences is usually plenty. Read it out loud and time it: if it takes much more than five or six seconds, cut something.

What should a phone greeting include?

Your business name first, and a question at the end so the caller knows it's their turn, such as "How can I help?" Opening hours, offers and long lists of services can wait.

Should my greeting say the call may be recorded?

If your calls are recorded or transcribed, a short notice at the start is common practice. In Call Sure, "This call may be recorded." is added for you unless you switch the notice off, and it always stays on while you record calls.

Does an AI receptionist have to say it's AI?

You choose whether it says so up front. Either way, if a caller asks, it says it's a virtual receptionist and never pretends to be a person.

Hear one answer

If you'd like to hear how an AI receptionist handles a call before you set up your own, call our line and try it.

Then, when you're ready, try it on your own business line.