How can we help?

Find answers to common questions, learn how to get the most out of your on-hold messages, and get support when you need it.

Getting Started

On-Hold Message Studio is an AI-powered platform that helps businesses create professional on-hold messages. Using advanced text-to-speech technology and intelligent script generation, you can create studio-quality audio messages in minutes instead of days.
  1. Sign up or log in - Create a free account to get started
  2. Enter your business info - Tell us about your business, industry, and the message tone you want
  3. Review AI suggestions - Our AI generates talking points and script suggestions based on your input
  4. Choose your voice & music - Select from 25 professional voices and various background music options
  5. Generate & download - Create your audio and download in MP3 or WAV format
The entire process takes about 5-10 minutes!
Yes! You can create your message completely free and only pay when you're ready to download. This lets you experience the full creation process - including AI script generation, voice preview, and music selection - before committing to a purchase.

Using the Wizard

Talking points are AI-generated topic suggestions based on your business information. Before the script is generated, you can:
  • Select which points to include by checking/unchecking them
  • Reorder them by dragging to prioritize certain topics
  • Add custom points for anything specific to your business
  • Remove any points that don't fit your message
This gives you control over what topics your on-hold message covers while the AI handles the actual copywriting.
After the AI generates your script, you have two editing modes:
  • Card View: Edit individual lines as separate cards - great for reorganizing content
  • Raw Text: Edit the entire script as plain text - perfect for quick changes
You can freely modify any text, add new lines, remove sections, or completely rewrite parts. The script is yours to customize however you like.
We offer four message length options:
  • 2 minutes - Perfect for businesses with short hold times
  • 4 minutes - Great balance for most businesses
  • 6 minutes - Our most popular option, provides variety without repetition
  • 8 minutes - Ideal for businesses with longer average hold times
The AI automatically adjusts the number of script lines to fill your chosen duration naturally.

IVR Builder

The IVR (Interactive Voice Response) Builder lets you create professional phone menu prompts and greetings. These are the recordings callers hear when they reach your phone system, such as "Press 1 for Sales, Press 2 for Support." You can create:
  • Main Greetings: Welcome messages when callers first reach your line
  • Menu Prompts: "Press 1 for..." navigation options
  • After-Hours Messages: Let callers know your business hours
  • Department Greetings: Specific messages for different extensions
  • IVR Prompts: Short, direct messages (usually 10-60 seconds) that guide callers through your phone system. No background music - just clear voice instructions.
  • On-Hold Messages: Longer recordings (2-8 minutes) that play while callers wait. Include background music and multiple talking points about your business.
Both use the same professional voices, but IVR recordings are designed to be concise and action-oriented.
IVR pricing depends on your subscription status:
  • Subscribers: IVR recordings use your monthly character allowance - no extra charge
  • Non-subscribers: $9.99 one-time purchase per IVR recording
This makes IVR very affordable for subscribers who need multiple prompts for their phone system.
  1. Go to the IVR Builder page
  2. Choose a template or start from scratch
  3. Write or customize your script
  4. Select your preferred voice
  5. Preview the recording before finalizing
  6. Download your MP3/WAV file
Templates are available for common scenarios like main greetings, after-hours, and menu prompts.

Voice & Music

We offer 25 professional AI voices powered by ElevenLabs, including:
  • Female voices: Rachel (warm), Dorothy (professional), Lily (friendly), Charlotte (sophisticated), Emily (clear), Sarah (caring)
  • Male voices: Bill (authoritative), Daniel (warm), George (formal), Adam (modern), Charlie (energetic)
Each voice has distinct characteristics suited to different business types and moods. You can preview all voices before making your selection.
You have two music options:
  • Stock Music: A curated library of professional, royalty-free background tracks across various genres (jazz, ambient, corporate, etc.)
  • Custom Music: AI-generated music uniquely created based on your business type and mood preferences. Subscribers can save and reuse custom tracks.
The music is automatically balanced with the voiceover - it plays at full volume during pauses and ducks (lowers) when the voice is speaking.
We offer three audio quality presets optimized for different use cases:
  • Clean Mix: Minimal processing for full-frequency audio playback
  • Telephone Optimized: Filtered for older phone systems (120Hz-8kHz) with boosted voice clarity
  • Broadcast: Professional loudness normalization (-18 LUFS) with compression for consistent volume
Most businesses use "Clean Mix" for digital phone systems or "Telephone Optimized" for traditional PBX systems.

Team Collaboration

Team features allow Pro, MSP/Agency, and Enterprise subscribers to collaborate on on-hold messages:
  • Shared Character Quota: Your team shares a single monthly character allowance
  • Recording Sharing: Share completed recordings with team members
  • Team Management: Invite and manage team members from one dashboard
  • Auto-Share: Automatically share new recordings with your team
Team features are available on Pro, MSP/Agency, and Enterprise plans.
  1. Subscribe to a Pro, MSP/Agency, or Enterprise plan
  2. Go to Account > Team Management
  3. Click "Create Team" and give your team a name
  4. Invite members by entering their email addresses
Team members receive an email invitation and can join using their existing account or by creating a new one.
All team members share the team owner's monthly character allocation:
  • When any team member generates a message, it uses characters from the shared pool
  • The team owner can view usage across all members in the Team Management page
  • Usage resets at the start of each billing cycle
  • If the quota is exceeded, overage charges apply to the team owner's account
There are two ways to share recordings:
  • Manual sharing: Go to your Generation History, find the recording, and click the share icon to share it with your team
  • Auto-share: Enable "Auto-Share New Generations" in Team Settings - all new recordings will automatically be shared with your team
Shared recordings appear in the "Team Shared" section of each team member's history.
Each subscription plan includes a base number of team seats:
  • Pro: Includes 3 team members
  • MSP/Agency: Includes 5 team members
  • Enterprise: Unlimited team members
Additional seats beyond your plan's included amount cost $30/month each. The team owner is automatically included and doesn't count against the seat limit.

Billing & Plans

We offer tiered subscription plans based on monthly character usage:
  • One-Time Purchase: Pay per message with no subscription required
  • Lite ($29/mo): 15,000 characters - perfect for occasional updates
  • Pro ($79/mo): 50,000 characters - ideal for regular message refreshes
  • MSP/Agency ($199/mo): 150,000 characters - for agencies managing multiple clients
  • Enterprise ($499/mo): 1,000,000 characters - includes SkySwitch integration and priority support
All plans include access to all voices, AI script generation, and both on-hold messages and IVR prompts. Visit our pricing page for full details.
Character-based billing is simple: 1 character = 1 credit. Your script length directly determines usage:
  • A typical 2-minute message uses about 1,500-2,000 characters
  • A 6-minute message uses approximately 5,000-7,000 characters
  • IVR prompts typically use 100-500 characters each
You can see your character usage before generating any message. Your monthly allowance resets at the start of each billing cycle. Unused characters don't roll over, so plan your updates accordingly.
If you exceed your monthly character allocation:
  • You can continue generating messages - we don't cut you off
  • Overage charges apply at a per-character rate
  • Overages are billed at the end of your billing cycle
  • Consider upgrading to a higher plan if you consistently exceed your limit
Your account dashboard shows your current usage and remaining characters at all times.
Yes! Annual billing saves you up to 17% compared to monthly billing. You can switch between billing intervals anytime from your account settings. The change takes effect at the start of your next billing cycle.
You can cancel your subscription anytime from your account settings. After cancellation:
  • You retain access until the end of your current billing period
  • Downloaded files remain yours to use
  • Your account is downgraded to free tier after expiration
We don't require any cancellation fees or notice periods.

Technical Questions

Each message download includes both:
  • MP3: Compressed format, smaller file size, compatible with most phone systems
  • WAV: Uncompressed, highest quality, larger file size
Both formats are bundled in a single ZIP file for easy download. For most modern phone systems, MP3 works perfectly.
File retention depends on your plan:
  • Free/Lite: 6 months
  • Pro: 14 months
  • MSP/Agency & Enterprise: 28 months
We recommend downloading your files promptly. Voice clips for revisions follow similar retention periods.
Yes! After generation, you can make revisions:
  • Gap timing: Adjust pauses between lines - unlimited and free
  • Voice changes: Limited free revisions included, then additional credits required
  • Music changes: Limited free revisions included, then additional credits required
A "Quick Remix" option is available if your voice clips are still cached, allowing free re-timing without re-recording.
The upload process varies by phone system:
  • SkySwitch (Enterprise): One-click deployment directly from our platform
  • Cloud PBX: Upload through your provider's web portal (RingCentral, 8x8, etc.)
  • On-premises PBX: Upload via admin interface or contact your IT provider
  • Traditional systems: May require audio format conversion - contact your phone vendor
For most modern systems, simply upload the MP3 file through your phone system's music-on-hold settings.
Our Pronunciation Dictionary helps the AI voice pronounce words correctly:
  • Global Dictionary: We maintain a list of common brand names and technical terms
  • Your Preferences: Add custom pronunciations for your company name, products, or industry terms
  • Phonetic Spelling: Write words as they sound (e.g., "Acme" as "AK-mee")
Access pronunciation settings from your Account page. You can preview how words sound before generating your final message.
Your Generation History page shows all your past recordings:
  • Download again: Re-download any previous recording while it's still available
  • View details: See the script, voice, and settings used for each message
  • Quick Remix: Make timing adjustments without re-generating (if voice clips are cached)
  • Share with team: Pro, MSP/Agency, and Enterprise users can share recordings with team members
Access your history from the Account menu or go directly to Generation History.
We offer three audio quality presets optimized for different use cases:
  • Clean Mix: Balanced audio with natural voice and music blend - ideal for most phone systems
  • Telephone Optimized: Enhanced clarity for older phone systems with limited frequency response
  • Broadcast: Studio-quality processing with maximum dynamic range for professional applications
You can select your preferred preset during the final generation step.
Script permutations automatically create multiple versions of your on-hold message by rotating the order of your script lines:
  • Example: If your script has lines A, B, C, you'll get versions: A-B-C, B-C-A, and C-A-B
  • Why it matters: Callers who are on hold multiple times won't hear the same message start every time
  • What you get: Your download includes all permutations bundled together
This helps keep your on-hold experience fresh for repeat callers.
Yes! Subscribers can save their custom AI-generated background music for reuse:
  • Save favorites: After generating custom music, save it to your library
  • Quick access: Use saved music for future messages without regenerating
  • Consistent branding: Maintain the same audio identity across all your messages
This feature is available to all paid subscribers and helps speed up your workflow.

Still need help?

Can't find what you're looking for? Our support team is here to help.

Contact Support