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The templates below are adaptable examples, not promises or policy. Replace every bracketed field, confirm the facts, and make sure the action described is something your team can actually take. Zendesk describes canned responses, also called macros, as prewritten replies to common questions; Intercom likewise advises personalizing stock replies rather than sending them unchanged.
What a useful live chat script includes
A script library works best when it tells an agent both what to say and what to do next. Keep the customer-facing reply separate from internal instructions so that a verification step, routing note, or policy reminder is not accidentally sent to the customer.
- Trigger: State when to use the script, such as a customer asking for an order update or a chat that needs a specialist.
- Verify: List the account, order, or policy facts the agent must confirm before answering.
- Reply: Provide concise customer-facing language with conspicuous placeholders, such as [order status].
- Next action: Say what the agent should do after sending it: check a system, share a relevant help article, or route the conversation.
- Internal note: Record any context another agent will need if the chat is handed off.
Do not let a reusable reply authorize a refund, invent a delivery date, or make a technical claim. The agent should use the wording only when current policy and the customer’s account facts support it.
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Templates for common live chat situations
Adapt the bracketed fields and the follow-up action to your actual workflow. The sample wording below is original drafting guidance, not a quotation or a tested script.
1. Opening the conversation
Use when: A new chat arrives and the customer’s goal is not yet clear.
Reply: “Hi [name], thanks for reaching out. I can help with [issue, if known]. What have you tried so far?”
Agent action: Read the customer’s first message before sending. If the issue is already clear, name it rather than asking the customer to repeat it.
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Use when: The opening message is broad or could refer to more than one problem.
Reply: “I want to make sure I understand. Are you trying to [option A], [option B], or something else?”
Agent action: Offer only options that fit the customer’s situation. Avoid turning this into a long questionnaire; ask the next necessary question after the answer.
3. Asking one focused clarifying question
Use when: A specific detail is needed before the agent can give a reliable answer or recommend a fix.
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Reply: “To make sure I point you to the right fix, could you tell me [one specific detail]?”
Agent action: Explain why the detail matters if it is not obvious. Ask only for information needed to handle the case, and follow your organization’s privacy and verification practices.
4. Acknowledging that the answer will take time
Use when: The agent needs to check a record, reproduce an issue, or consult another source before answering.
Reply: “Thanks for explaining that. I’m checking [specific item] now; I’ll update you here as soon as I have a confirmed answer.”
Agent action: Start the check promptly. Intercom advises acknowledging a customer when a solution will take more time and explaining what happens next without inventing a deadline. If the chat needs to be transferred or followed up later, explain the real process instead of implying the agent will remain available.
5. Providing a status update
Use when: The agent has completed one step but the issue is not resolved.
Reply: “I’ve [action completed]. The next step is [step]; I’ll let you know when [verifiable milestone] is complete.”
Agent action: Use a milestone the team can observe, such as receiving a response from a named internal team or completing a specific check. Do not imply a time commitment unless the workflow supports it.
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6. Sharing troubleshooting or self-service steps
Use when: There is a relevant, approved procedure or help resource the customer can try.
Reply: “Please try [specific step]. If [observable result] happens, tell me what you see and I’ll help with the next step.”
Agent action: Give steps in the order the customer should perform them. Use the current instructions for the customer’s product or version, and avoid claiming a fix is guaranteed. If sharing a help article, name what it covers and confirm it matches the issue.
7. Handling an order, billing, or account-status question
Use when: A customer asks about a specific order, charge, or account record.
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Reply: “I can check [order/charge/account item]. First, I need to verify [approved detail].”
Agent action: Follow the approved identity and account-verification process before disclosing account information or making a change. After checking, state only the confirmed status and the available next step; do not promise a delivery date, refund, or adjustment unless the record and policy support it.
8. Explaining a policy boundary
Use when: The requested outcome is not available under the applicable policy.
Reply: “I understand why you’re asking. Our policy for [situation] is [accurate rule]. I can still help by [available option].”
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Agent action: Confirm which policy applies and explain it plainly. Offer an alternative only if it is genuinely available; do not soften a clear limit with wording that suggests an exception has been approved.
9. Escalating or transferring the conversation
Use when: Another team or a more specialized agent needs to take the next step.
Reply: “This needs help from [team]. I’ll pass along what you’ve shared and the steps we’ve tried so you don’t have to start over.”
Agent action: Before routing, summarize the customer’s issue, relevant account or case details, work already completed, and possible next steps. Intercom’s guidance for escalation notes emphasizes the summary, work done, and potential next actions. Tell the customer what will happen next only if the handoff process is known.
10. Responding when the team is offline
Use when: No agent is available to continue the chat.
Reply: “Our team is away right now. Leave [minimum necessary contact detail] and a short description, and we’ll follow up through [actual channel/process].”
Agent action: Make sure the offline form and the wording agree: request only the information the team needs, and name the real follow-up channel or process. Do not imply that a live agent is present or promise a response time unless coverage and policy support it.
11. Confirming resolution and closing
Use when: The agent believes the request has been addressed but needs the customer to confirm.
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Reply: “Have we covered [issue]? If anything is still unresolved, tell me what remains and I’ll keep helping.”
Agent action: Give the customer a clear opportunity to identify what remains before closing the conversation. If the issue is not resolved, agree on the next step rather than using a closing line that implies completion.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Organize and maintain the script library
Group replies around situations agents need to recognize quickly: opening and intent discovery; waiting; verification; order, billing, and account status; troubleshooting; policy boundaries; escalation; offline follow-up; and confirmation or closure. Add variants only when the policy or actual workflow differs.
- Use predictable names: Pick a consistent convention that makes a macro easy to find, such as Order — status check or Escalation — specialist handoff. Intercom recommends a predictable naming convention.
- Make edits obvious: Keep placeholders visible and specific, such as [confirmed next step], rather than leaving an agent to guess what to replace. Intercom recommends visible placeholders.
- Separate reply from procedure: Label customer-facing copy and internal instructions distinctly. Keep routing and verification steps out of text that may be sent as-is.
- Review against current policy: Update or retire wording when policies, product behavior, staffing coverage, routing, or follow-up processes change.
- Match scripts to chat setup: Zendesk documentation describes first-reply, contact-detail, and all-agents-offline messaging triggers. Its live chat setup guidance also covers pre-chat forms, offline forms, and satisfaction ratings. Align any script with the fields collected and the actual trigger, staffing, and follow-up behavior in your configuration.
- Coach for adaptation: Agents should use the customer’s name and situation where appropriate, acknowledge what the person has already explained, and remove irrelevant text. Intercom cautions that stock replies are easy to spot and recommends personalizing them.
Put scripts into operation without making promises they cannot keep
- List recurring situations: Collect common intents from the team and sort them into the categories above.
- Write the procedure first: For each situation, specify what must be checked, who owns the next action, and what follow-up channel is used.
- Draft the reply around confirmed facts: Add visible placeholders for information that changes by customer or case. Avoid fixed deadlines and outcomes unless they are supported by policy and operations.
- Check the chat workflow: Compare the text with the actual pre-chat form, verification process, routing, offline handling, and available staffing. Remove any claim the configured process cannot fulfill.
- Review handoffs: Ensure the receiving agent can see the summary, completed steps, and likely next action, and ensure the customer is not told to repeat information already captured.
- Maintain the library: Give each macro an owner or review responsibility, use consistent names, and revisit replies when policies or workflows change.
Frequently Asked Questions
What is a live chat script?
It is reusable wording for a recurring support situation, paired with guidance on what the agent should verify or do. It is a starting point to adapt, not a requirement to send identical wording to every customer.
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Usually not. They should check that the reply fits the person’s question, replace every placeholder, and remove anything that does not apply. A macro should not substitute for checking the customer’s actual account or case.
What should an offline chat message say?
It should say that the team is away, request only the contact information and issue details needed, and explain the actual follow-up channel or process. Include a response-time estimate only when the team can support it.
What belongs in an escalation note?
Include a concise issue summary, the relevant context, what the agent has already checked or tried, and a useful next step for the receiving team. This helps preserve continuity across the handoff.
How often should a support team review its chat scripts?
Review them whenever a policy, product behavior, routing rule, staffing arrangement, or follow-up process changes, and make sure the active replies still match those operations.
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