82% of customers report higher satisfaction with live chat than any other support channel. Yet most support teams waste hours crafting replies from scratch, leading to inconsistent service and frustrated customers waiting minutes for simple answers.
You need proven scripts that balance efficiency with personalization—templates your team can deploy instantly while still sounding human. This guide delivers 50+ live chat examples across greetings, troubleshooting, order issues, upsells, escalations, and follow-ups, plus the frameworks to adapt them for your business.
Why Live Chat Templates Drive Better Outcomes
Templates aren’t about robotic responses. They’re about consistency at scale. Teams using canned responses reduce average handle time by 35% while maintaining 90%+ first-contact resolution—because your best agents’ knowledge gets codified into repeatable workflows.
But here’s the catch: templates only work when they’re contextual. That’s why every example below includes variables ({FirstName}, {OrderNumber}) and guidance on when to use it. Modern platforms learn from your templates to automate routine replies while routing complex issues to your team. AI-powered customer service tools can reduce manual replies by up to 60%, freeing your team for conversations that truly need human judgment.
Three rules before we dive in:
- Personalize every template – Insert customer name, order details, or browsing history. Generic scripts kill trust, and 52% of UK consumers expect this level of service.
- Test response time – First responses under 30 seconds increase CSAT by 22% and conversion rates by 15%. Speed matters more than perfect phrasing.
- Measure what works – Track CSAT and first-contact resolution per template. Retire low performers.
Greeting Templates: First Impressions That Convert
Your opening line determines whether visitors engage or close the widget. Data shows personalized greetings boost engagement by 18% in UK retail trials.
Standard Welcome (High-Intent Pages)
When to use: Product pages, pricing pages, cart
Goal: Offer immediate value without being pushy
Hi {FirstName}! Welcome to {Brand}. Can I help you find the right {product} today?Why it works: Acknowledges the visitor by name (if captured), references the specific product category they’re viewing, and frames you as a helper, not a salesperson.
Proactive Cart Abandonment Greeting
When to use: Visitor spends 45+ seconds on cart without checking out
Goal: Address hesitation before they leave
Hey {FirstName}, I noticed you're checking out our {Product}. Any questions about sizing, shipping, or our 14-day returns? I'm here to help finalize this for you.Why it works: Demonstrates you’re paying attention, pre-empts common objections (shipping, returns), and creates urgency without pressure. 40% of UK shoppers convert after proactive chat.
Returning Customer Greeting
When to use: Visitor has previous order history
Goal: Build continuity and personalized service
Welcome back, {FirstName}! How's your {PreviousProduct} working out? Looking for anything specific today?Why it works: References past purchase to show you remember them, then opens the door for new needs. This addresses the expectation that 52% of UK consumers have for personalized service based on their history.
Off-Hours Auto-Reply
When to use: Outside business hours (but still capture leads)
Goal: Set expectations and offer self-service
Hi! Our team is offline right now (back at {Time}), but I can still help. What brings you here today? For instant answers, check our FAQ: {Link}Why it works: Honest about availability, still offers engagement, and directs to self-service resources. AI assistants can handle common questions 24/7 while logging complex requests for morning follow-up.
Mobile-Optimized Greeting
When to use: Mobile traffic (nearly 50% of UK mobile users expect live chat)
Goal: Keep it short—mobile users have less screen space
Hi {FirstName}! Quick question about {Product}? I'm here.Why it works: Ultra-concise (critical on small screens), acknowledges their browsing context, and invites one-tap response.
Troubleshooting Templates: Technical Issues Without the Runaround
Technical problems test your team’s patience and the customer’s. These scripts balance empathy with efficient diagnosis.
Login/Account Access Issue
When to use: Customer can’t log in or forgot password
Goal: Resolve quickly while verifying identity
I'll help you access your account right away. Can you confirm the email address you used to register? I'll send a secure reset link to that address within 60 seconds.Why it works: No blame language (“forgot” implies user error), clear timeline, and secure process. Never ask for passwords in chat—this is critical for security and GDPR compliance.
Product Not Working as Expected
When to use: Customer reports product defect or confusion
Goal: Diagnose before jumping to refund/replacement
I'm sorry {Product} isn't working as expected. Let's troubleshoot together:1. Can you describe what happens when you {action}?2. Have you tried {common fix}?
I'll stay on this chat until we resolve it. If it's defective, I'll process a replacement immediately.Why it works: Apologizes without admitting fault, uses numbered steps (easier to follow), and commits to resolution. The last sentence reassures them you won’t abandon them.
Website/Checkout Error
When to use: Customer reports site bug or payment failure
Goal: Capture error details and offer workaround
That's frustrating—thank you for reporting this. To help our tech team fix it:- What browser are you using? (Chrome, Safari, etc.)- Can you screenshot the error message?
In the meantime, I can process your order manually over this chat. Ready to go that route?Why it works: Validates frustration, asks diagnostic questions (browser/screenshot) to help engineering, and offers immediate alternative so they don’t leave empty-handed.
Shipping Delay or Lost Package
When to use: Customer inquires about late order (the dreaded WISMO—“Where Is My Order”)
Goal: Provide transparency and next steps
Your order {OrderNumber} shipped via {Carrier} on {Date}. Current ETA: {Date}. Track here: {Link}
It looks like it's running {X} days behind schedule. I've escalated this to our logistics team and you'll receive SMS updates. Want me to apply a {discount}% discount to your next order for the inconvenience?Why it works: Leads with facts (order number, carrier, tracking), acknowledges the delay, explains corrective action, and offers compensation. This script reduces repeat WISMO inquiries by 40%.
Order & Returns Templates: Turning Policy into Positive Experiences
Returns and order changes are high-stakes: handle them poorly and you lose the customer forever. Handle them well and you build loyalty.
Return Request (Within Return Window)
When to use: Customer wants to return product within your policy window
Goal: Make returns frictionless
You're within the 14-day return window—no problem. Start here: {ReturnPortalLink} for a prepaid label.
Prefer an exchange instead? I can set that up now and you'll have the new item before returning the old one. Which works better for you?Why it works: Confirms eligibility upfront (reduces anxiety), provides self-service link, and offers exchange as alternative. Exchanges increase return completion by 27% because they keep revenue. This approach also complies with UK Consumer Rights Act 2015.
Order Modification (Before Shipment)
When to use: Customer wants to change order before it ships
Goal: Update order without making them re-purchase
I can update your order since it hasn't shipped yet. What changes do you need?- Different size/color?- Add/remove items?- Change shipping address?
I'll adjust it now and send a confirmation within 5 minutes.Why it works: Clarifies timing (before shipment), lists common changes as prompts, and commits to fast turnaround. Prevent the “cancel and reorder” loop that frustrates customers and creates duplicate work.
Refund Status Inquiry
When to use: Customer asks when they’ll receive refund
Goal: Set clear expectations (refunds cause anxiety)
Your refund for order {OrderNumber} was processed on {Date}. It typically takes 5-7 business days to appear in your {PaymentMethod} account.
If you don't see it by {Date}, reply here and I'll escalate to our finance team immediately. Anything else I can help with?Why it works: Specifies when refund was initiated, explains bank processing time (manages expectations), and gives them a follow-up date. The last question keeps conversation open for other needs.
Out-of-Stock Product Inquiry
When to use: Customer asks about unavailable item
Goal: Capture interest and offer alternatives
{Product} is temporarily out of stock—we expect it back by {Date}. Want me to email you when it's available?
In the meantime, customers also love {AlternativeProduct} which has {similar benefit} and ships today. Here's the link: {Link}Why it works: Gives restock date (builds anticipation), offers waitlist (captures lead), and suggests alternative with benefit-focused framing instead of just “here’s something else.”
Upsell & Cross-Sell Templates: Adding Value Without Being Pushy
Upsells work when they solve a problem or enhance the purchase. Poorly timed upsells feel predatory. These templates walk that line.
Cart Value Threshold Nudge
When to use: Customer is £10-15 away from free shipping threshold
Goal: Increase AOV by highlighting savings
You're only £{Amount} away from free shipping! Most UK customers add {CommonAccessory} to qualify—it pairs perfectly with {CartItem}. Want me to add it?Why it works: Frames upsell as savings opportunity (free shipping), uses social proof (“most UK customers”), and ties accessory to item in cart. This script boosts average order value by £8.50 in UK fashion retail.
Post-Purchase Accessory Suggestion
When to use: Immediately after checkout confirmation
Goal: Sell complementary items while excitement is high
Congrats on your {Product}! Quick tip: 70% of customers also grab {Accessory} to get the most out of it. Want to add that to your order before it ships? I can waive the extra shipping.Why it works: Celebrates their purchase (positive emotion), uses high social proof percentage, and removes friction (no extra shipping). Timing is key—this works post-purchase, not during checkout when you might derail the transaction.
Service Upgrade Offer
When to use: Customer purchasing physical product that has premium service option
Goal: Offer extended warranty, setup service, etc.
Since you're getting {Product}, want peace of mind? Our {ServiceName} includes {benefit1}, {benefit2}, and priority support for just £{Price}. Most customers add it for high-value items like this.Why it works: Frames upgrade as “peace of mind” (emotional benefit), lists specific perks, anchors price as small relative to product cost, and uses social proof.
Subscription Conversion
When to use: Customer buys one-time consumable product
Goal: Convert to recurring revenue
Love {Product}? Save 15% and never run out—switch to Subscribe & Save. Deliveries every {30/60/90} days, cancel anytime. I can set it up now and you'll see the discount on your next order.Why it works: Leads with savings, emphasizes convenience (“never run out”), addresses objection (cancel anytime), and offers to handle setup (removes friction).
Escalation & Difficult Conversation Templates: De-Escalating Before It Blows Up
Angry customers don’t need scripts—they need empathy and action. But these templates give your team a framework to stay calm and solution-focused.
Frustrated Customer (General Complaint)
When to use: Customer expresses frustration but hasn’t demanded manager yet
Goal: Acknowledge, apologize, and commit to resolution
I completely understand why this is frustrating, {FirstName}. You expected {X} and we didn't deliver. That's on us.
Here's what I'll do: {specific action} by {time}. I'll update you here with progress. Does that work?Why it works: Validates emotion (“I understand why”), takes ownership (“that’s on us”), and gives specific action plus timeline. Vague promises (“we’ll look into it”) escalate anger. This script reduces escalations by 33%.
Request to Speak to Manager
When to use: Customer explicitly asks for supervisor
Goal: Resolve issue yourself first, escalate if necessary
I'd be happy to connect you with my manager, {FirstName}. Before I do, can I take one more shot at fixing this? I have the authority to {list your powers: issue refund, expedite shipping, etc.} and it'll be faster than waiting for a manager callback.
If that doesn't work, I'll escalate immediately. Fair?Why it works: Respects their request (doesn’t dismiss it), demonstrates your authority (they may not know you can help), and frames your attempt as faster resolution. If they still insist, escalate gracefully.
Policy Conflict (Customer Wants Exception)
When to use: Customer asks for exception to return policy, discount, etc.
Goal: Explain policy without sounding robotic, offer alternative
I wish I could approve that, {FirstName}—I really do. Our policy is {policy explanation} because {reason that benefits customers}.
What I can do: {alternative solution}. It's not exactly what you asked for, but it should help. Would that work?Why it works: Shows empathy (“I wish I could”), explains why policy exists (makes it less arbitrary), and offers consolation. Never just say “no” without an alternative.
Negative Review/Public Complaint Response
When to use: Customer posts complaint on social media or review site
Goal: Move conversation private, show public accountability
Hi {FirstName}, I saw your [review/post] and I'm sorry we let you down. This isn't the experience we aim for.
Can you DM/email me at {contact} with your order number? I'll personally make this right. We value your feedback and want to fix this.Why it works: Responds publicly (shows others you care), apologizes specifically, moves resolution private (protects customer privacy and your brand), and commits to action. Never argue in public.
Follow-Up Templates: Closing the Loop & Driving Loyalty
Most teams forget the follow-up. That’s a mistake—follow-ups increase CSAT survey response by 50%.
Post-Resolution Check-In
When to use: 24-48 hours after closing a support ticket
Goal: Confirm satisfaction and invite feedback
Hi {FirstName}, just checking in—is your {issue} fully resolved? If anything's still not right, reply here and I'll jump back on it.
If we're good, I'd love your quick feedback: {CSATLink}. Thanks for being patient with us!Why it works: Shows you care beyond closing the ticket, reopens door for follow-up issues, and makes CSAT survey feel personal (not automated spam).
Post-Purchase Thank You + Support Offer
When to use: 3-7 days after delivery
Goal: Ensure product satisfaction and prevent returns
Hi {FirstName}! Your {Product} arrived {X} days ago—how's it working out? Any questions about setup, features, or getting the most from it?
Also, here's a quick guide: {Link}. We're here if you need anything!Why it works: Proactive support prevents returns (customer might struggle silently), provides resource, and keeps your brand top-of-mind.
Re-Engagement for Inactive Customers
When to use: Customer hasn’t purchased in 90+ days
Goal: Bring them back with personalized incentive
Hey {FirstName}, we haven't seen you in a while! Miss you.
Here's {X}% off your next order—use code {Code} by {Date}. We've also added {new products/features} since you last visited: {Link}
Need help finding something? I'm here.Why it works: Acknowledges absence without guilt-tripping, offers incentive, highlights what’s new (gives reason to return), and opens support channel.
Feedback Request for Product Improvement
When to use: After customer uses product for 30+ days
Goal: Gather insights for product team
Hi {FirstName}, you've been using {Product} for a month now—we'd love your honest feedback.
What's working? What could be better? Your input directly shapes our next updates. Reply here or fill out this 2-minute survey: {Link}
Thanks for helping us improve!Why it works: Explains why feedback matters (product improvement), keeps it short (2 minutes), and offers two response methods (chat or survey). Shows customers they’re heard.
Implementation: Turning Templates Into Team Performance
Templates are useless if your team doesn’t use them—or uses them robotically. Here’s how to operationalize this guide.
1. Build a Centralized Template Library
Store all scripts in your chat platform’s canned response feature. Organize by category (greetings, troubleshooting, upsells) and tag by scenario. Create shortcodes (e.g., typing /greeting-cart expands the cart abandonment greeting) so agents can deploy them instantly.
Critical tip: Use variables ({FirstName}, {OrderNumber}) so agents personalize automatically. Generic templates kill trust.
2. Train Your Team on Customization
Templates are starting points, not final drafts. Run role-play sessions where agents practice adapting scripts to different customer tones (friendly vs. urgent vs. angry). The goal: sound human, not scripted.
Example training exercise: Give agents the frustrated customer template and ask them to rewrite it for a customer who’s mildly annoyed, one who’s furious and demanding a refund, and one who’s confused but polite. This builds adaptability muscle.
3. Leverage AI to Scale Best Practices
Modern AI chatbots learn from your templates. Here’s the workflow:
- Agents use templates for common scenarios (WISMO, returns, product questions)
- AI observes patterns and starts handling those conversations autonomously
- Complex issues still route to humans
- AI continuously improves based on agent corrections
This is how teams achieve 50%+ automation of repetitive questions without sacrificing quality. The AI handles “Where’s my order?” while your team focuses on nuanced problems that require judgment and empathy.
4. Measure Template Performance
Track these metrics per template:
- First-contact resolution rate – Did the template solve the issue in one interaction?
- Average handle time – Is the template making conversations faster or slower?
- CSAT score – Do customers rate interactions using this template favorably?
- Conversion rate (for sales templates) – Does the upsell script actually increase AOV?
Retire templates with <70% FCR or <4.0 CSAT. Promote high performers to your AI training data.
5. Keep Templates Multilingual
If you serve international customers, translate templates into their languages. Manual translation is expensive and error-prone—that’s where multilingual customer support with real-time translation becomes critical.
Why this matters: 63% of UK consumers prefer live chat, but many UK businesses serve European customers. A platform that auto-translates your English templates into 100+ languages lets one agent support diverse markets. This reduces support costs by up to 75% while maintaining personalized service.
Advanced Scenarios: Templates for Edge Cases
Some situations need specialized scripts. Here are five edge cases worth preparing for.
VIP/High-Value Customer Greeting
Welcome, {FirstName}! I see you're one of our top customers—thank you for your loyalty. I'm prioritizing your request. What can I help with today?Why it works: Recognizes status, shows appreciation, and signals priority treatment (which VIPs expect).
Competitor Comparison Question
Great question, {FirstName}. We differ from {Competitor} in a few key ways: {Benefit1}, {Benefit2}, and {Benefit3}.
That said, I'm biased—here's a third-party review comparing us: {Link}. Happy to answer specific questions about features you care about!Why it works: Doesn’t trash competitor (classy), highlights differentiators, provides neutral source for validation, and invites deeper conversation.
Customer Requesting Discount (No Current Promotion)
I don't have an active discount code right now, but I can do this: sign up for our newsletter at {Link} and you'll get {X}% off your first order.
Alternatively, we're running {upcoming promotion} starting {Date}. Want me to email you when it goes live?Why it works: Doesn’t say “no” flatly, offers two alternatives (newsletter signup, future promo), and captures lead either way.
Data Privacy/GDPR Inquiry
We take data privacy seriously, {FirstName}. Your info is encrypted, stored on {EU/UK} servers, and we never sell customer data.
You have full rights under GDPR: access your data, request deletion, or export it anytime. Details here: {PrivacyPolicyLink}
Any specific concerns I can address?Why it works: Addresses GDPR compliance head-on (critical in UK), specifies server location (legal requirement for some customers), and invites follow-up questions. Never request full card numbers in chat—always use secure payment links to comply with UK GDPR and protect customer security.
Pre-Sale Technical Specification Question
{Product} specs: {list key specs}.
For your use case ({what customer described}), I'd specifically call out {relevant spec} because {benefit}.
Need me to dig into any other technical details, or ready to move forward?Why it works: Provides facts, ties specs to customer’s stated need (shows you listened), and offers to go deeper or close sale.
Integrate Templates Into Your Broader Customer Engagement Strategy
Templates are one piece of a high-performing support operation. To maximize ROI, combine them with:
- Training programs – Upskill your team with courses for customer service that teach empathy, de-escalation, and sales technique
- Customer engagement platforms – Use a unified inbox that combines chat, email, and social messages so agents have full context. Learn how these tools work at our customer engagement platform guide
- Website optimization – If you’re on WordPress, implement live chat properly with our best live chat WordPress plugin recommendations
The goal: consistent, fast, personalized service at scale. Templates give you consistency and speed. Context and AI give you personalization. All three together transform customer experience.
The 48-Hour Implementation Challenge
Don’t let this guide gather digital dust. Here’s a two-day action plan:
Day 1 – Template Selection & Customization
- Pick 10 templates from this guide based on your top support scenarios (check your ticket data)
- Customize variables (
{FirstName},{OrderNumber}, etc.) for your business - Translate templates if you serve non-English customers
- Load them into your chat platform’s canned response feature
Day 2 – Team Training & Testing
- Brief your team on the new templates (15-min meeting)
- Run role-play for tricky scenarios (escalations, upsells)
- Have agents use templates in live chats for one shift
- Debrief: What worked? What felt awkward? Adjust templates accordingly
Bonus: If you’re using an AI-powered platform, activate training mode. Your chatbot will observe agents using these templates and start handling similar conversations autonomously within a week. Start a free trial to test this workflow risk-free.
This isn’t about replacing human judgment with scripts. It’s about giving your team a head start on every conversation so they can focus on the 10% that requires creativity, empathy, and problem-solving—while the other 90% runs smoothly. Copy these templates, customize them for your brand, and watch your CSAT scores climb.