50 Live Chat Scripts & Canned Response Templates

The fastest support teams aren’t typing every reply from scratch — they’re starting from a solid script and personalizing it. Good live chat scripts cut your response time, keep your tone consistent, and make sure no one freezes on a tricky question. Below are 50 copy-paste templates organized by situation. Use them as a starting point, swap in the customer’s name, and adjust to sound like you.

How to use these live chat scripts

A script is a starting line, not a cage. To keep canned responses from feeling robotic:

• Personalize the opener. Always swap in the customer’s name and reference their specific question.
• Use placeholders. Keep [Name], [Product], and [Time] as variables you fill in.
• Match their tone. Mirror how formal or casual the customer is.
• Edit, don’t dump. Trim anything that doesn’t fit the moment.

For more on weaving these into your workflow, see our live chat best practices.

Greeting and opening scripts

“Hi [Name], thanks for reaching out! How can I help today?”

“Welcome to [Company]! I’m here if you have any questions — just type away.”

“Hey there! I noticed you’re checking out our [Product] page. Anything I can help you decide?”

“Hi! Great to have you here. What brings you in today?”

“Hello [Name], I’m [Agent]. I’ll be helping you out — what can I do for you?”

“Welcome back, [Name]! Picking up where you left off, or is this something new?”

“Hi! Quick heads up — I’m a real person, not a bot. What’s on your mind?”

Proactive chat scripts

These open conversations on high-intent pages. See our proactive live chat guide for timing.

“Comparing plans? I can point you to the right one — just ask.”

“Almost at checkout! If anything about shipping or payment is unclear, I’m right here.”

“Reading up on setup? Happy to answer anything that’s not in the article.”

“Before you go — is there a question I can answer quickly?”

“Want me to check if this is in stock in your size?”

Sales and pre-sale scripts

“Great question! [Plan A] is best if you [use case], while [Plan B] suits teams that [use case]. What sounds closer to your situation?”

“Yes, that’s included on every plan. Want me to show you how it works?”

“We do offer a discount for annual billing — it works out to about [X] off. Want the details?”

“You can absolutely try it first. We offer a 15-day free trial, no credit card needed. Want a hand getting set up?”

“Totally fair to compare options. Here’s how we differ from [alternative] in plain terms…”

“I can set you up with a quick demo if that’s easier — would [Time] work?”

Support and troubleshooting scripts

“Sorry you’re hitting that, [Name]. Let’s sort it out — can you tell me what happens right before the error?”

“Thanks for the details. Let me look into this — give me just a moment.”

“Good news, I think I know the issue. Can you try [step] and let me know what you see?”

“Let me confirm I’ve got this right: you’re trying to [goal] but [problem] happens. Is that correct?”

“That’s a known one and we have a fix. Here’s exactly what to do…”

“I want to get this fully resolved, so I’m going to turn it into a ticket and keep you updated by email. That way nothing slips.”

“Can you send a quick screenshot? That’ll help me pinpoint it faster.”

Refund, billing, and cancellation scripts

“I completely understand. Let me check your account and walk you through the refund options.”

“I can see the charge here. I’ll process the refund now — you’ll see it back in [X] business days.”

“Sorry to see you go! Before I cancel, is there anything I could fix that would change your mind?”

“No problem at all — I’ve cancelled your plan and you won’t be billed again. You’ll keep access until [Date].”

“I want to make sure you’re on the right plan. Based on your usage, [Plan] might actually save you money.”

Handling angry or frustrated customers

“I’m really sorry about this, [Name] — that’s frustrating and I’d feel the same. Let me make it right.”

“You’re absolutely right to flag this. Here’s what I’m going to do to fix it…”

“I hear you. Let me take ownership of this personally and get it sorted today.”

“Thank you for your patience — I know this has dragged on. Here’s where things stand and what happens next.”

“That shouldn’t have happened, and I apologize. Let me escalate this so it gets the attention it needs.”

Asking for information

“Could you share your order number? It usually starts with #.”

“What email is the account under? I’ll pull it right up.”

“Mind telling me which browser and device you’re on? It helps me reproduce the issue.”

“To get you to the right person, is this about billing, a technical issue, or something else?”

Wait and hold scripts

“Give me just a moment to check that for you — I’ll be right back.”

“Still looking into this — thanks for hanging on, won’t be long.”

“This one needs a closer look. Can I email you the answer within the hour so you don’t have to wait here?”

Closing scripts

“Glad I could help, [Name]! Is there anything else before you go?”

“All set on my end — anything else I can do for you today?”

“Happy I could sort that out. If anything else comes up, just open the chat again anytime.”

“Thanks for chatting, [Name]! Have a great rest of your day.”

“I’ll send a quick summary to your email so you have it on record. Take care!”

Offline and after-hours scripts

“Thanks for your message! Our team is offline right now, but leave your email and we’ll reply first thing.”

“You’ve reached us after hours. Drop your question here and we’ll get back to you within [timeframe].”

“We’re away at the moment, but our AI assistant can answer most questions right now — give it a try!”

Let AI deliver these automatically

Typing even great scripts still takes time. An AI chatbot trained on your content can deliver many of these instantly — answering FAQs, qualifying leads, and handing off to a human when needed. Learn how an AI chatbot uses your own docs to respond.

EasyChatDesk stores all your canned responses, runs your AI chatbot, and combines a fast live chat widget with ticketing and custom forms — plus connectors for Shopify, WooCommerce, and WordPress. Plans start at $17/agent/month with a 15-day free trial.

Start your free trial and load these scripts into your inbox today.

Final tip

Save these as canned responses, personalize the first line every time, and review which ones actually land. The goal isn’t to sound scripted — it’s to never be caught without the right words.