English: Phone & Messaging

Level: B1. Phone English has its own fixed phrases — the ones you say to open a call, ask for a person, take a message or leave a voicemail. Texting has its own relaxed style too. This lesson gives you both, and shows when to be polite and full, and when short is fine.

By the end of this page you can…

…open and answer a phone call, ask for the person you want, take and leave a message, understand a voicemail, and text in the right register for the reader.

Opening and answering a call

Phone English uses a few set phrases that are different from face-to-face English. The most important: say This is … to give your name, not I am ….

• Answering: Hello? · Hello, Bright Office, how can I help?
• Giving your name: Hello, this is Sam. (not I am Sam)
• Asking for someone: Could I speak to Maria, please? · Is Maria there?
• Saying it’s you: Speaking. (= you are already talking to the person asked for)
• Checking who it is: Who’s calling, please? · May I ask who’s calling?

Connecting, holding and messages

Engaged is British English for a busy line; busy is American. Both are understood everywhere.

Leaving a voicemail

If no one answers, you reach voicemail (a recorded message). A clear voicemail has four parts, in order:

1. Who you are: Hi, this is Dana Reyes.
2. Why you called: I’m calling about tomorrow’s meeting.
3. Your number: You can reach me on 555 0192.
4. What you want: Could you call me back before five? Thanks.

Texting: a more relaxed register

Texting and messaging apps are informal. Short forms and dropped words are normal between friends:

• u (you), r (are), ur (your / you’re), thx / ty (thanks), pls (please), cu (see you), brb (be right back), btw (by the way), lol (laughing).
• Emoji, lower case and no full stops are all fine in friendly texts.

But register depends on the reader. A text to a friend can be cu @ 6 😄; a message to a boss or a company should stay in full, clear English: Hi, I’ll be about ten minutes late — sorry, see you soon.

A short conversation

Receptionist: Hello, Bright Office. How can I help? Caller: Hello, this is Dana Reyes. Could I speak to Mr Patel, please? Receptionist: I’m afraid he’s on another call. Can I take a message? Caller: Yes, please. Could you ask him to call me back on 555 0192? Receptionist: Of course — I’ll pass that on. Caller: Thank you. Goodbye.

Usage notes

• this is / speaking: This is Sam introduces you; Speaking confirms you are the person asked for. Neither is used face to face.
• call vs phone vs ring: call, phone and ring (British) all mean to telephone someone: I’ll call you, Phone me later, Give me a ring.
• call back vs ring back: both mean to return a call; call back is neutral and understood everywhere.
• text as a verb: Text me and I’ll text you are standard; the past is texted.
• hang up / pick up: hang up = end the call; pick up = answer the call.
• Full stops in texts: in very casual texts a full stop can read as cold or annoyed to some readers; that is a style choice, not a grammar rule.

Example sentences

Play each line and say it along with the audio — these are the exact phrases you will use on calls and in messages.

1. Hello, this is Sam.
   Giving your name on the phone.
2. Could I speak to Maria, please?
   Politely asking for the person you want.
3. Speaking.
   You are already the person asked for.
4. Who's calling, please?
   Politely asking who is on the line.
5. Hold on a moment, please.
   Asking the caller to wait.
6. I'll put you through.
   Connecting the caller to someone.
7. I'm afraid the line's busy.
   The person is on another call.
8. Can I take a message?
   Offering to write down a message.
9. Can I leave a message?
   The caller wants to pass on a message.
10. Could you ask her to call me back?
    Requesting a return call.
11. I'll call back later.
    Saying you will try again.
12. You've reached Dana. Please leave a message.
    A typical voicemail greeting.
13. Hi, this is Dana. I'm calling about the meeting.
    Starting a voicemail: who and why.
14. You can reach me on 555 0192.
    Giving your number in a voicemail.
15. Could you call me back before five?
    Saying what you want them to do.
16. Sorry, I think we got cut off.
    The call dropped and you called again.
17. Can you hear me OK?
    Checking a bad connection.
18. I'll text you the address.
    Text as a verb for messaging.
19. On my way, see you at six.
    A short, clear informal text.
20. I'll be about ten minutes late — sorry.
    A polite message that works for work too.

Quick recap before you practise.

Practice

Practice

Phone and messaging practice

Try each one, then press Check. No sign-up, nothing is sent anywhere — it all runs in your browser.

1 How do you give your name on the phone?

Hello, I am Sam. Hello, this is Sam. Hello, my name Sam here now. Hello, Sam I am.

Check

Show answer

Hello, this is Sam. — On the phone, use 'this is' to introduce yourself, not 'I am'.

2 Someone asks for you by name. You reply with one word: '____.'

Check

Hint: it means you are the person wanted

Show answer

Speaking — 'Speaking' confirms you are already the person asked for.

3 Polite request to reach a person: 'Could I ____ to Maria, please?' (one word)

Check

Hint: a verb for talking on the phone

Show answer

speak — 'Could I speak to …, please?' is the polite way to ask for someone.

4 Put the words in order to offer to write down a message.

takeCana messageI?

CheckReset

Show answer

Can I take a message ? — 'Can I take a message?' offers to write a message for someone who is out.

5 Match each phone phrase to its meaning.

• I'll put you through Match for I'll put you through — choose — connect youend the callon another callreturn a call
• the line's busy Match for the line's busy — choose — connect youend the callon another callreturn a call
• hang up Match for hang up — choose — connect youend the callon another callreturn a call
• call back Match for call back — choose — connect youend the callon another callreturn a call

Check

Show answer

• I'll put you through → connect you
• the line's busy → on another call
• hang up → end the call
• call back → return a call

These are the core phone phrases you will hear and use.

6 Which message is right for your boss?

late lol cu Hi, I'll be about ten minutes late — sorry, see you soon. l8 soz no come fast

Check

Show answer

Hi, I'll be about ten minutes late — sorry, see you soon. — For work, write full, clear English; short forms are only for friends.

How to say it

A few of these words trip up English learners — copy the audio, not the spelling.

• message stresses the first part and has a soft g: MESS-ij.
• voicemail is one word, stress on the first part: VOICE-mail.
• busy is said BIZ-ee, not BYOO-zee.
• Could I links smoothly in speech: kud-eye, with could unstressed.

Quiz

Check yourself

Phone and messaging quiz

8 questions · pick an answer and you'll see straight away if it's right.

0/8 0 answered

1. 1What is the fixed phrase for giving your name on the phone?

   A I am Sam. B This is Sam. C Here Sam. D Sam am I.
   Show answer

   This is Sam. — Use 'This is …' to give your name on a call.

2. 2Someone asks 'Could I speak to Dana?' and you are Dana. You say…

   A Yes, she is here. B Speaking. C Who are you? D Dana not here.
   Show answer

   Speaking. — 'Speaking' means you are already the person asked for.

3. 3'I'll put you through' means…

   A I'll end the call. B I'll connect you to the person. C I'll call you later. D The line is broken.
   Show answer

   I'll connect you to the person. — 'Put through' means connect the caller to someone else.

4. 4Which is NOT part of a good voicemail?

   A Who you are B Why you called C Your number D A long story about your day
   Show answer

   A long story about your day — A voicemail should be short: who, why, your number, and what you want.

5. 5'The line's engaged' (British) means the same as…

   A the line's free B the line's busy C the line's broken D the line's new
   Show answer

   the line's busy — 'Engaged' (British) and 'busy' (American) both mean the person is on another call.

6. 6In a friendly text, 'cu @ 6' means…

   A call us at six B see you at six C come under six D cancel until six
   Show answer

   see you at six — 'cu' is a casual short form of 'see you'.

7. 7Which register fits a message to a company you don't know?

   A short forms and emoji B full, clear sentences C no words, just emoji D all capitals
   Show answer

   full, clear sentences — Match the reader: with people you don't know, write full, clear English.

8. 8'Could you ask her to call me back?' is a request to…

   A end the call B return your call C send a text only D change the number
   Show answer

   return your call — 'Call me back' asks the person to return your call.

Recap cheat-sheet

Next

• Previous lesson: English: Making Plans & Invitations
• Next lesson: English: Expressing Opinions
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