Live chat scripts for website support
Write a short live chat script for each situation you see every week, store it as a saved reply, and edit it for each customer before sending.
Tools our VAs use for this
Write a short script for each situation your chat sees every week, store them as saved replies in your chat tool, and edit each one to fit the customer before you send it. The scripts below cover the six moments most small businesses need: the greeting, the pre-sale question, the order problem, the hand-off to a person, the out-of-hours reply and the close. Use these live chat scripts as a starting point and rewrite them in your own voice. If you would rather not write chat replies yourself, a customer support VA can work from these scripts.
On this page
What a chat script is for
All 16 live chat scripts plus the blank script template, in one editable Word document (.docx, Word, 39 KB)
Scripts versus saved replies
A script is the agreed wording for a situation. A saved reply (or canned reply) is that script stored in your chat tool, inserted with a shortcut. If a bot handles the first message, see live chat vs chatbot for a small business before you decide. For what live chat is and how it fits with phone and email, see what live chat customer service is.
How to use the scripts below
- Replace every [placeholder] before sending. A bracket left in a reply is worse than no script.
- Change the wording to sound like your business. If you would never say "I'd be happy to help", do not.
- Keep the structure: answer, then next step.
- Times and dates in the scripts are placeholders. Only promise what your team can meet.
The rules behind good chat (reply times, tone, staffing, transcripts) are in our live chat best practices guide.
Greeting scripts
1. Standard greeting
Hi, I'm [agent name] from [business name]. What can I help you with today?
2. Proactive greeting on a product or pricing page
Hi there, I'm [agent name]. If you have a question about [product or service], such as sizes, delivery or what's included, just type it here and I'll answer.
3. Returning customer
Welcome back, [customer first name]. I can see your last order was [order number]. Is this about that order, or something new?
Pre-sale question scripts
4. Product or service question
Good question. [Product name] [answer in one sentence, such as "comes in three sizes" or "includes installation"]. The main difference from [other product] is [difference]. Would you like a link to compare them?
5. Price or quote request
Our [service or product] starts at [price] for [what is included]. The final price depends on [the factors, such as quantity or location]. If you share [the details you need], I can give you an exact figure, or [colleague or team] can send a written quote by [day].
6. Booking or appointment
I can book that for you now. We have [day and time] or [day and time] available. Which suits you better? I'll just need your name, email and [any other detail].
Order and delivery scripts
7. Where is my order?
Thanks, [customer first name]. I've checked order [order number]: it was dispatched on [date] with [carrier], and the tracking shows [status]. Here's the tracking link: [link]. If it hasn't arrived by [date], message us here and I'll chase it.
8. Wrong, missing or damaged item
I'm sorry that [item] arrived [damaged / wrong / missing]. That shouldn't happen. Could you send a photo of [the item and packaging] here or to [email address]? Once I have it, I'll [send a replacement / arrange a refund] and tell you exactly when to expect it.
9. Refund or return request
I can help with that. You can return [item] within [return window from your policy] using [returns method or link]. Once it reaches us, we'll refund [original payment method] within [time from your policy]. Would you like me to start the return now?
Complaint and "I don't know" scripts
10. Complaint
I'm sorry, [customer first name]. I can see why that's frustrating. Let me make sure I have it right: [one-sentence summary of the problem]. Here's what I'll do: [action], and I'll update you by [time or day].
11. When you don't know the answer yet
That's a good question and I want to give you the right answer, not a guess. I'm checking with [colleague or team] now. It may take [a few minutes / until time]. Would you like to wait here, or shall I email you at [email address]?
Handover scripts
12. Bot or form to a person
Thanks for waiting, I'm [agent name] and I've picked up your chat. I can see you asked about [summary of question from the bot or form], so you won't need to repeat yourself.
13. Moving to phone or email
This one needs [a call / some documents / a colleague in our team], so it's best handled by [phone / email]. [Colleague name] will [call you on / email you at] [contact detail] by [day and time]. I've passed on everything you've told me, so you won't need to start again. Is that number or address the best one?
Out-of-hours script
14. Offline message
Thanks for your message. Our chat team is here [days], [opening hours] UK time, and we're offline right now. Leave your name, email and question below and we'll reply by [time] on [next working day]. If it's about an order, add your order number and we'll check it first thing.
Use the hours you actually staff. If you are thinking about covering more of the day, our guide to 24/7 live chat support sets out the options honestly.
Closing scripts
15. Closing the chat
Is there anything else I can help with today? If not, thanks for chatting, [customer first name]. You'll receive a copy of this conversation at [email address].
16. Follow-up message after the chat
Hi [customer first name], it's [agent name] from [business name] following up on our chat about [topic]. [Update: what has happened since]. If you have any other questions, just reply to this email or start a chat on [website].
Tone, length and words to avoid
Reply length
Keep each message to two or three short sentences. Send a long answer as two or three messages so the customer can read as you type. Put the answer first and the explanation after.
Words to avoid
- "Unfortunately" as an opening word: lead with what you can do.
- "As per our policy": explain the rule in plain words.
- "Calm down" or "you should have": they inflame a complaint.
- Internal terms such as ticket numbers, system names or team codes the customer will not know.
- Promises you cannot check, such as "it will definitely arrive tomorrow".
A blank script template
Use this layout for any new situation your chat team meets more than once. Copy it into a shared document or your chat tool's saved replies.
Situation: [what the customer asks or what has happened]
Goal: [what a good outcome looks like for the customer and for you]
Script: [the wording, with placeholders in square brackets]
Next step: [what the agent does after sending: check, escalate, book, close]
Placeholders to fill: [list each bracketed item and where to find it]
Owner and last checked: [name] · [date]
Where to store the scripts
Keep the master copy in one shared document that one person owns, and load the agreed wording into your chat tool as saved replies with clear shortcut names.
Handing scripted chats to a virtual assistant
Ant Assist provides a dedicated customer service VA who learns your scripts, tone and escalation rules during onboarding and then answers your chat: one named person, never shared, recruited, managed and supervised in our own office in Cairo under UK management. Our VAs are people, not AI and not freelancers. Cover is UK business hours, 9am to 5pm Monday to Friday, as standard, with extended hours and weekend cover at additional cost. If you are weighing a hire, read hire a VA for customer support first.
Access runs through password managers that you can revoke, under an NDA and a data-processing agreement. Rates start at £5 per hour on the introductory Entry rate; see the calculator for the full comparison. If chat is your main channel, outsourced live chat is the matching service.
Questions about chat scripts
Didn't find your answer? Browse more common questions in the Help Center.
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