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Effective live chat scripts give agents a reliable starting point—not a line to paste without thinking. Organize replies around common situations, mark what must be personalized, and pair every customer-facing message with the real action the agent should take next. The templates below cover openings, delays, clarification, status updates, policy limits, handoffs, offline messages, and closing.
What a live chat script should—and should not—do
A live chat script is a reusable starting point for a recurring customer situation. Support platforms often call saved replies canned responses or macros; Zendesk describes them as pre-written replies to common customer questions (Zendesk: About macros). A well-designed script helps an agent respond consistently while leaving room to address the person’s actual question.
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It should not make a decision on its own. A saved reply cannot establish whether a customer qualifies for a refund, confirm an order’s delivery date, or prove that a technical fix will work. The agent must check the relevant policy and account facts before using wording that depends on them.
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Keep the customer-facing sentence separate from the internal procedure. For each entry in the library, record:
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- Trigger: the customer’s intent or situation that should prompt the reply.
- Agent checks: facts, identity details, account status, or policy the agent must verify first.
- Customer-facing reply: adaptable wording with conspicuous placeholders such as
[order number]or[confirmed next step]. - Next action: the actual work to perform, such as checking an order, sharing a help article, or routing the conversation.
- Internal note: any context the next agent needs to maintain continuity.
Make placeholders impossible to mistake for final copy, and give macros predictable names so agents can find the right one quickly. Intercom recommends visible placeholders and a consistent naming convention for macros (Intercom: Create and manage macros).
Templates for common live chat situations
The examples below are original, adaptable drafts—not tested or guaranteed wording. Replace every bracketed field, confirm the relevant facts, and adjust the voice to fit your team and customer.
1. Opening the conversation
Trigger: A new conversation starts and the customer’s request is visible or can be asked about.
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Reply: “Hi [name], thanks for reaching out. I can help with [issue]. What have you tried so far?”
Agent action: Read the customer’s opening message before sending. If the issue is already clear, replace the question with one that fills a genuine information gap.
2. Acknowledging a wait or investigation
Trigger: The agent needs time to check something before giving a reliable answer.
Reply: “Thanks for explaining that. I’m checking [specific item] now; I’ll update you here as soon as I have a confirmed answer.”
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Agent action: Begin the check before sending the message, then return with an update when there is a meaningful result. Do not promise a time unless the team can meet it. Intercom advises a prompt, personalized acknowledgment when a resolution will take longer, with an explanation of what happens next rather than an invented deadline (Intercom: Customer service chat scripts).
3. Asking for one clarifying detail
Trigger: A missing detail determines which answer or next step is appropriate.
Reply: “To make sure I point you to the right fix, could you tell me [one specific detail]?”
Agent action: Ask for the minimum detail needed to proceed. If it is sensitive account information, use the team’s approved verification process rather than requesting it in an ordinary chat message.
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Trigger: The agent has completed an action and can report a verifiable result or next step.
Reply: “I’ve [action completed]. The next step is [step]; I’ll let you know when [verifiable milestone] is complete.”
Agent action: Replace each field with a specific, confirmed fact. Use a milestone the customer and team can recognize; do not imply that an unresolved action is already complete.
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5. Explaining a policy limit
Trigger: 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].”
Agent action: Check that the policy applies to this customer and situation. State the rule plainly and offer only an option the team can actually provide.
6. Transferring or escalating a conversation
Trigger: Another team or specialist needs to handle the issue.
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.”
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Agent action: Route the conversation using the real workflow. Add an internal handoff note with a concise summary, work already completed, and possible next steps. Intercom recommends carrying this information into escalation notes (Intercom: Create and manage macros).
7. Responding when the team is offline
Trigger: No agent is available and the customer can leave a message.
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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: Name only a follow-up channel and process that are in place. Make sure the message asks for no more personal information than the team needs to respond.
8. Checking whether the issue is resolved
Trigger: The agent believes the main question has been addressed and should confirm before ending the conversation.
Reply: “Have we covered [issue]? If anything is still unresolved, tell me what remains and I’ll keep helping.”
Agent action: Keep the conversation open according to the team’s normal process. If the customer identifies an unresolved point, address it rather than treating the closing reply as proof of resolution.
Organize the library around customer situations
Use categories agents can recognize while handling a conversation. A practical starting set is:
- Opening and intent discovery
- Waiting for an answer or investigation
- Identity or account verification
- Order, billing, or account status
- Troubleshooting and self-service
- Complaints and policy boundaries
- Escalation or transfer
- Offline follow-up
- Confirmation and closing
Create separate variants only when a policy or workflow genuinely differs. For example, a delayed-order reply should not promise a delivery estimate unless the agent can confirm it from the order information. Keep operational instructions and internal notes out of the public reply.
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Make sure scripts match the actual chat workflow
Before publishing a reply, compare it with how the support operation works. Chat tools may use pre-chat forms, offline forms, routing rules, or satisfaction ratings; those settings affect what an agent can truthfully tell a customer. Zendesk documents live chat setup and related triggers, including first-reply, contact-detail, and all-agents-offline messages (Zendesk: Setting up live chat; Zendesk: About triggers and how they work).
- If a form already collects an order number, do not ask the customer to repeat it unless it is missing or needs confirmation.
- If the team is offline, state the real follow-up route rather than implying an agent is monitoring the chat.
- If a reply says an agent will update the customer, define who owns that follow-up and where it will happen.
- If a message depends on a policy, link or refer to the current approved rule in the internal instructions.
Keep replies useful, personal, and current
A macro should save typing, not replace attention. Intercom cautions that stock replies can be easy to spot and recommends personalizing them for the person and occasion (Intercom: Customer service chat scripts).
- Use the customer’s name when appropriate and refer to the issue they actually described.
- Remove irrelevant sentences rather than sending the entire saved reply.
- Use one clear question at a time when you need more information.
- Review macros when policies, routing, staffing coverage, or follow-up channels change.
- Use consistent names that indicate both the situation and purpose, such as “Order status — request verified update.”
Zendesk also describes canned responses as pre-written replies for common questions in its guide to live chat responses (Zendesk: Live chat canned responses). Treat any vendor guidance as a practical platform example, not evidence that a particular script will improve outcomes in every support team.
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What is the difference between a live chat script and a canned response?
A script is the reusable wording and procedure for a situation. A canned response or macro is a saved reply feature that lets an agent insert reusable wording into a conversation. The best saved replies still require the agent to adapt them.
Should agents copy and paste scripts word for word?
No. They should use the saved reply as a starting point, replace its placeholders, remove irrelevant wording, and confirm any policy or account facts before sending.
How do you write an offline chat message?
Say that the team is away, request only the information needed to follow up, and identify the actual channel or process the team will use. Do not promise a response time unless the operation can support it.
What should an escalation note include?
Include a concise conversation summary, the work already completed, and possible next steps so the receiving agent or team can continue without making the customer repeat the whole issue.
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Review them when policies, staffing, routing, forms, or follow-up processes change, and periodically check that the wording still reflects the current workflow. Remove or revise replies that no longer match what agents can do.
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