Live chat responses, also called scripts, templates, or canned responses, are prewritten messages used to reply to common questions or scenarios. Customer-facing teams like support and sales often use them to communicate faster.
Effective live chat responses don’t just save time. They also provide consistency, improve customer satisfaction, and boost the likelihood of conversion.
Every business using live chat can benefit from creating a unique catalog of scripts for their customer-facing teams. The scripts your company needs will differ based on your industry, product offering, live chat use case, audience, and business goals.
Explore 103 scripts we've curated to assist you in handling common scenarios encountered in live chat. With just a few tweaks, you can customize these live chat templates so they work for your business.
Jump right to scripts for the following common scenarios:
- Greeting scripts
- Buying time scripts
- Information-gathering scripts
- Troubleshooting scripts
- Scheduling sales call scripts
- Upselling and cross-selling scripts
- Promoting sales scripts
- Reaching out proactively
- FAQ scripts
- Transferring conversations scripts
- Replying beyond chat hours scripts
- Dealing with unhappy customers
- Feedback request scripts
- Closing chat scripts
Live chat scripts for every customer interaction
From warm greetings to effective issue resolution, these live chat response examples ensure a seamless and personalized experience for every user.
<h3 id="Greeting">Greeting scripts</h3>
A warm welcome goes a long way to start the conversation on a great foot. A quick reply on live chat can help meet customer expectations.
- Hi [customer name]! Thanks for reaching out. How can I help today?
- Hi [customer name]! We’re here to help answer any questions you may have. 😊 Fire away!
- Hi [customer name]! This is [agent name]. What can I assist you with today?
- Hi there, [agent name] here from [company]. How can I help you today?
- Hi again! Welcome back. How can we help you today?
- Hi there, thanks for contacting [company]’s support line. Feel free to ask me anything!
<h3 id="Buying">Buying time scripts</h3>
Sometimes, you’ll deal with multiple chats simultaneously and need extra time to respond. When you encounter this scenario, consider one of the following scripts to keep the first response time low, but buy yourself a little more time to manage multiple chats.
- Hi [customer name]. Let me look into this for you. One moment, please!
- Hi [customer name]! Thanks for contacting [business name]. Give me a moment to read your request, and I’ll reply shortly!
- Hi [customer name]. Reviewing the details and accessing your order will take me a minute. I’ll be right back.
- Hi there, I’ll be with you in a moment. Thanks for your patience.
- Thanks for explaining those details. Allow me a moment to review your inquiry.
- Hi there. Thank you for your patience. We’re still working on your request.
- Hi [customer name]. I need to ask my team about this. Please hold as I wait for their response.
- Hi there. Allow me a moment to review your request and help with this issue.
- Our agents are busy right now. Please hold for a moment and we’ll reply to your inquiry.
- Hi there! Our live chat is extra busy right now! Please give me a little extra time to respond. You can expect my full attention in [X] minutes.
- Hi there! It’s peak season for us! Please allow me a couple of minutes to respond to your inquiry.
- Hi there, I’m sorry to keep you waiting. I’ll be back to assist you in a few moments.
<h3 id="Information">Information-gathering scripts</h3>
You may need to request information to confirm a customer’s identity, ask for more details about a scenario or ask for clarification. Here are some scripts to help you do just that.
- Hi there! I’m happy to help. Can I get your name and [any other contact information you need]?
- I’m happy to help! Do you mind sharing a bit more about [issue]?
- Hey, [customer name]! I’m happy to assist. Can you please clarify what you mean by [X]?
- Thanks for reaching out! To help me solve this faster, could you send a [photo, order number, etc.]?
- Happy to assist! First, please provide us with [account verification item] for security reasons.
- I need a few more details from you. Can you share [information you need?]
<h3 id="Troubleshooting">Troubleshooting scripts</h3>
When handling technical support via live chat, use one of the following customizable scripts to gather more information, request screenshots, or help troubleshoot.
- Hi [customer name]. Sorry to hear you’re experiencing this issue. Can you walk me through the steps you took to resolve this on your own?
- Hi [customer name]! I’m happy to help you troubleshoot [technical issue]. First, can you try [most common fix]?
- Thank you for explaining the issue! We’re here to help you troubleshoot. Can you please provide a screenshot of the error you’re experiencing?
- Hi [customer name]. We’ll get to the bottom of this! Can you please provide more detail about the issue you’re experiencing?
- Hi [customer name]. Thanks for attempting those common fixes. Since the issue is still unresolved, I will escalate this to our [team responsible] team.
<h3 id="Scheduling">Scheduling sales call scripts</h3>
Sales call scripts are particularly useful when customers ask questions about a product or request a demo. Here are some live chat responses to help you book those sales calls.
- Hi there! Thanks for your interest in [product]. Let's schedule a time in the next day or so to learn more about your company and use case.
- Can we schedule a call on [date] to discuss how our product can work best for you and your team?
- Hi there. This is [name] from the [company]’s sales team. Ready to schedule a demo? Please pick a time that works best for you: [calendar link]
- Hi there! Absolutely! I can help schedule a demo for you. Is there an optimal day or time for you?
- Hi [name]. Thanks for filling out the contact form. Let's set up a quick 20-minute call today or tomorrow.
- Hi [name]. Thanks for reaching out! I’m happy to set up a quick meeting to discuss our product and pricing in more detail. What day works best for you?
- Hi [name]. Thanks for your interest! A sales team member will contact you shortly with a link to set up a quick call.
<h3 id="Upselling">Upselling and cross-sell scripts</h3>
Upsells and cross-sells are proven revenue-boosting strategies. Live chat can be an excellent opportunity to suggest new products and sell more to customers. Here are a few upsell and cross-sell live chat examples to customize.
- This [plan name] is a great choice, but if you want access to the [X] feature, you may want to use [plan name].
- That’s a good choice! I think [item] may better fit you because of [personalized reason].
- Will you want to add more users to your account in the coming months? If so, I’d recommend choosing [X] over [Y].
- You’re likely to run through [product name] pretty quickly. Do you want to purchase more of them now or reach back out when you’re low on stock?
- Great choice! Customers who purchase [product name] also often buy [item]. Are you interested in buying it too?
- [Product name] is excellent for your use case. If you’re interested in [added benefit], I suggest adding [item].
- That [product] is super popular! Many customers also add [item] to [product benefit]. Interested?
- You’re [X dollars] away from unlocking free shipping! Add [item], and you’ll reach it.
<h3 id="Promoting">Promoting sales scripts</h3>
Don’t be afraid to send promotions to customers via live chat. It may convince them to complete a purchase instead of abandoning their online shopping cart.
- Save big on your next purchase! We’re offering you a limited-time discount with this code [code].
- Our [name of sale] is going on NOW! Save up to [X%] on your purchases.
- Have you heard? [Company]’s [name of sale] is going on through [date]. Take advantage NOW.
- You’ve unlocked free shipping with the items in your cart. Complete checkout now!
- You’ve unlocked an exclusive discount. Enter code [code] at checkout for [X%] off.
<h3 id="Reaching">Reaching out proactively</h3>
Often, you’ll want to reach out proactively to customers without promoting a sale or discount. Check out several proactive live chat examples that don’t involve selling.
- We noticed you’ve been browsing the site. Can I help you find something?
- Hey there👋 Can we assist you today?
- Hey! If you need any help, just let us know here!
- Do you have any questions about [page topic]? We’re here to help!
- Comparing products? We can help you make the best decision!
- Have any questions? Chat with a live representative here 👉
<h3 id="FAQ">FAQ scripts</h3>
Creating canned responses to frequently asked questions saves your team time as they eliminate the need to type the same responses repeatedly. Many customers have questions about pricing, return policies, shipping information, cancellations, and service or product offerings.
Here are a handful of live chat FAQ response templates for inspiration.
- Hi [name]. We have several pricing plans. You can view prices here: [link]
- Hi [name]. Thanks for those job details. The estimated price would be [X dollars]. Are you interested in scheduling your [job]?
- You can return products for a full refund for [X days] after delivery. After that window, we allow you to return for store credit. View the full policy here: [link]
- Return shipping is free when you initiate it within [X days]. View the policy here: [link]
- Please allow us [X to X] business days for our free standard shipping. Express shipping can be selected at checkout if you need your items faster.
- Head to [location where customers can cancel] to cancel your account. You’ll see a button to change or cancel your account. View a detailed walk-through with images here: [link]
- Yes! We do offer [feature]. Would you like to see a demo of it?
- Yes! We have [product] in size [X]. I can send you a direct link if you’re interested :)
- Yes, we do offer [service]! Would you like to schedule an appointment?
- Unfortunately, we don’t have [feature] currently. But we’re always looking for feedback and new capabilities to add. I will let our product team know about your request.
<h3 id="Transferring">Transferring conversation scripts</h3>
Transferring conversations happens for many reasons, most commonly because agents must share with a different department or a more experienced representative. Here are a few live chat scripts to copy when transferring a conversation.
- Our [responsible department] team is more equipped to answer this issue. Please wait one moment as I transfer the conversation to them.
- Thank you for providing these details. I’ve shared them with [representative], who is experienced in this topic and will help you from here.
- Thanks for those details. A member of our sales team can help provide an accurate pricing quote. Can I transfer you to that department?
- I’m going to transfer this to my colleague, [name], who can better assist you with this request.
- Great question. I’m going to transfer you to an expert in this area – one moment!
- May I transfer you to our [department] team? They can better assist you with this inquiry.
<h3 id="Replying">Replying beyond chat hours scripts</h3>
If you don’t offer 24/7/365 live chat coverage, you’ll likely need automated scripts to let customers know you won’t respond. These scripts should expressly state your live chat hours and when customers can expect a response. You can offer additional contact information or direct them to your FAQ page.
- Thanks for contacting [business name]! Our live chat support hours are [X time] to [X time] on [day of the week] through [day of the week]. We’ll respond to your inquiry then.
- You’ve reached [business name]’s support line. Our live chat is closed for the day, but feel free to contact us via email at [email] or phone at [phone].
- Thanks for contacting [business name]. You’ve reached us beyond our live chat hours. We’re back at [X time] tomorrow. In the meantime, check out our FAQ page: [link]
- You’ve reached [business name]. Our live chat is closed in observance of [holiday]. We’ll be back on [date] at [time]. In the meantime, you can call our 24/7 line at [phone number].
- You’ve reached [business name]. Our live chat is closed for [holiday]. We’ll be back on [date] at [time]. In the meantime, check out our FAQ page or email support at [email].
- It’s the weekend, baby! Our live chat agents are back Monday at [X time]. We’ll respond ASAP when we return. Visit our website for more information: [link]
<h3 id="Dealing">Dealing with unhappy customers</h3>
When providing customer support, you inevitably run into unhappy customers. In these scenarios, it’s important to remain empathetic and helpful. Consider using one of the following scripts to help mitigate the situation.
- I hear you. I completely get how frustrating this is. Can you please tell me more about [issue or faulty product]?
- I understand your frustration. I’m sorry [the problem] occurred, but our team is working hard on a fix. I’ll be sure to update you as soon as possible.
- Thank you for bringing this to our attention. I apologize for the inconvenience this caused. We’d like to offer you [resolution] as we work on a fix.
- I’m so sorry you’re dealing with this. Can you please give me a moment to review [problem] and see if I can uncover what’s happening from our side?
- I’m so sorry. I completely understand how frustrating this is. Unfortunately, this is occurring because [reason].
- I completely get it. I’ll be sharing your feedback with the [responsible department] team.
- I apologize for the frustrating situation. We should better understand [issue at hand] in [X time].
- I apologize for the frustrating situation. What I can do for you is [problem resolution].
- I’m sorry this conversation is adding to the frustration. Would you like me to loop in my supervisor?
- I completely understand why you feel this way. Give me a moment while I check in with my supervisor about what we can do to resolve this issue.
- I’m so sorry you’re dealing with this issue. Can you walk me through what’s happening so I can help resolve this in the best possible way?
- I’m so sorry for the mix-up on our end. I’ll send over the corrected [item] momentarily.
<h3 id="Feedback">Feedback request scripts</h3>
One of the best ways to understand customer satisfaction and team performance is to collect feedback after a live chat session. Use one of these live chat examples to request a survey, rating, or review.
- If you have a moment before logging off, please take a quick 3-question survey here: [link]. Your feedback will help us continue to improve.
- Hi [customer name]. Thanks for contacting [business name] support. How would you rate your satisfaction after your session on a scale of [scale]?
- If you have time, please leave us a review: [link]. Customer reviews help us grow and continue to improve.
- Thanks for your business! Can you please leave a review of your experience? [link]. We sincerely value customer feedback as it helps us learn and grow 🙏
- I’m glad I could help today! Do you have a few minutes to take a quick survey about your live chat session?
- Thanks for reaching out via chat! Rate your experience by replying with one of these emojis: (very unsatisfied) 😠🙁😐😃🤩 (very satisfied)
- Thanks for reaching out! A brief satisfaction survey will pop up when the live chat session closes. Please consider taking it 😃
<h3 id="Closing">Closing scripts</h3>
You shouldn’t abruptly end a chat session when the issue is resolved. Take a moment to thank the customer for reaching out and clarify that you’re completing the chat session. Here are some live chat responses to help you positively end a conversation.
- I’m glad we could help. Have a great day!
- Thanks for reaching out to [company name]! Enjoy the rest of your day.
- Wonderful! Feel free to reach out if you have any other questions or issues.
- Thanks for reaching out. Is there anything else I can assist you with today?
- It seems as if you’ve been away for a while. I’ll be closing out the chat momentarily. Please reach out if you have any questions.
- Thanks for visiting our website. Please let me know if there’s anything else I can help with before closing the chat.
Live chat dos and don’ts
Let’s look at 12 dos and don'ts for live chat. We’ll start with what to avoid and end with five items to help you create effective templates and use live chat effectively.
- Don’t only rely on scripts. One of the biggest mistakes in live chat is using too many scripted replies. This may cause the live chat to seem robotic and not personalized. The best practice is using a mix of canned and manual replies to speed responses but create exceptional personalized and human experiences.
- Don’t keep customers waiting. One significant benefit of live chat is that it’s fast and occurs in real time. Don’t keep customers waiting long on this communication channel. The reality is that customers expect quick replies, and the average response time to a chat is around 30 seconds.
- Don’t be too short or insensitive. It’s easy for tone to get lost over messaging – remember this as you create chat scripts and reply to customers. Ensure your chats sound warm, and don’t be afraid to use emojis when the tone is unclear.
- Don’t add unnecessary fluff to scripts. While you don’t want to be overly short, you do want to keep live chat responses simple and to the point. Don’t add unnecessary fluff or unneeded context to a message. Focus on problem-solving and collecting vital information from customers.
- Don’t just focus on selling products. A big no-no for live chat is to only focus on selling products. Customers reach out via live chat to ask questions, get additional information, or seek help. Ensure you address their needs and not just push a demo or product.
- Do analyze FAQs and common issues to create scripts. To create a collection of helpful scripts, gain a deeper understanding of the most common scenarios you deal with via live chat. Look at some of the most common questions, encountered scenarios, and top issues customers face.
- Do test and continuously refine scripts. Don’t just craft scripts and forget about them. You’ll want to A/B test how different scripts perform and refine scripts as procedures change or you learn more about your customers.
- Do proofread your scripts. Don’t let typos or grammatical errors sneak into your scripts. This may look unprofessional or confuse your customers. You should always proofread your scripts and send a test to yourself so you can see how they sound.
- Do personalize and tailor scripts. Even though scripts provide a great backbone, you should still tweak the script to personalize and tailor it to specific scenarios. At a minimum, you should address the customer by name. You can tweak it slightly to match what the customer messaged about.
- Do properly end the conversation. Don’t just leave customers hanging. You want to ensure their problem or question is fully answered before you leave a live chat session. To help you ensure all questions are responded to, ask, “Is there anything else we can help you with today?”
- Do pay attention to positive and negative words. Using negative words can come off as rude and leave a bad taste in customers’ mouths. Some highly negative words to avoid include horrible, never and no way. On the other hand, positive words like great and excellent sound better in chat scripts.
- Do collect customer feedback. Understanding how customers feel about your brand and the caliber of support received is essential. You can collect feedback through reviews, surveys, and ratings. Send a quick survey post-chat or request a review while you’re connected with customers.
Delight your customers with compelling live chat responses
Elevate the customer experience with live chat response examples that work. Use these live chat scripts to boost conversions, help customers, and reduce your support team’s response time.
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