100+ best canned responses for live chat: Examples + template

Hello, [Customer Name]. Thanks for contacting [Company Name]. I’m [Agent Name]. How can I help you today?

Hi, [Customer Name]. Thanks for checking out [Company Name]. Are you looking for anything specific, or can I answer any questions for you?

Welcome back to [Company Name], [Customer Name]. How can I assist you?

Hi there! Our friendly [Department Name] experts are here to assist you. What can we help with today?

Hello! I’m [Agent Name], and I’m happy to answer any questions you have.

Hi [Customer Name], we’re glad you’re back. Can I help you [finish project/resolve issue/etc.]?

[Customer Name], we appreciate you trying out [Service/Product Name]. Do you have any questions or need any assistance?

Thanks for your message about [brief description of customer’s inquiry]. I’m happy to look into this for you.

Our team of experts is here to assist you with [brief description of the topic/inquiry]. Can you tell me a bit more about what you need?

Hi, [Customer Name]. Thanks for your message. I’ve received your enquiry and will be with you as soon as possible.

We appreciate you contacting [Company Name], [Customer Name]. I'm happy to assist you in any way I can.

Hi, [Customer Name]. I’d be happy to help you today. Can you tell me more about the issue you're experiencing?

Thanks for contacting [Company Name], [Customer Name]. I understand you’re [briefly describe the issue]. Can you describe the issue in more detail so I can assist you effectively?

To understand your situation better, could you tell me more about [specific detail related to the customer’s issue]?

Hello [Customer Name], thanks for reaching out. Could you walk me through the steps you’ve taken to try and solve [issue]?

Hi [Customer Name], thanks for your message. It sounds like you’re experiencing a complex issue with [Product/Service Name]. To get a clearer picture, could you tell me more about the situation where this issue occurred?

Hi, [Customer Name]. We're experiencing a high volume of enquiries today, but we appreciate your patience. A representative will be with you shortly. In the meantime, is there anything specific you'd like help with?

Hi [Customer Name], thanks for your patience. I'm looking into your enquiry about [briefly describe the topic or inquiry]. I will reach out soon with an update.

Thanks for reaching out, [Customer Name]. I've received your message and am currently reviewing it. I'll get back to you as soon as possible.

I see you're connected to our live chat queue, [Customer Name]. Our estimated wait time is currently [timeframe]. In the meantime, you can browse our help centre articles at [link to help center], which might answer your question.

Thank you for your patience, [Customer Name], while we resolve [issue]. We apologise for the inconvenience and appreciate your understanding.

Hi [Customer Name], I sincerely apologise for the inconvenience caused by [issue]. I'm here to help resolve this issue for you as quickly as possible. What can I do to make things right?

I'm so sorry about [issue], [Customer Name]. We take full responsibility for this, and I want to offer you [solution/discount/exchange]. Is there anything else I can do to assist you?

I completely understand your frustration with [issue], [Customer Name], and sincerely apologise for the trouble. Would you like me to [resolution option] or [resolution option]?

Thank you for contacting us about [issue]. I apologise for the frustration and appreciate your taking the time to contact us. We're working on a fix, and I'll keep you updated on the progress. In the meantime, is there anything I can help you with?

I apologise you're experiencing [issue]. To resolve this issue quickly, I’d like to escalate this concern to our [relevant department], which is better equipped to ensure a swift resolution. I'll also follow up with you personally to keep you updated.

Hey, thanks for reaching out. While you wait to connect with a representative, browse our help centre [help center link] or FAQs. In the meantime, do you have any questions we can help you with?

Thanks for reaching out about [topic], [Customer Name]. We have various resources available, including a helpful guide here [link to article] and a video tutorial at [link to video]. Would you like us to walk you through one of these resources?

We appreciate your question about [topic], [Customer Name]. Our help centre article on [related topic] is a great starting point: [link to article]. It dives deeper into [briefly mention a specific aspect of the article]. Do you have a specific aspect of [topic] you'd like to discuss further?

While our help centre is full of thorough articles and video tutorials about [topic], we also have a thriving online community forum at [link to the forum]. There, you can connect with other users about their experiences with [Product/Service Name]. Would you like me to guide you to the relevant forum thread?

Thanks for contacting us, [Customer Name]. We have a comprehensive downloadable guide on [topic] here [link to downloadable resource] that you can access anytime, even offline. Do you prefer a downloadable resource, or would you like me to point you to our helpful articles online?

This is a great enquiry about [topic], [Customer Name]. While we have thorough resources available online, you might benefit from a more personalised discussion with one of our agents. Would you like to schedule a call with a product specialist who can delve deeper into this topic with you?

I see you're encountering [issue], [Customer Name]. Our knowledge base has a detailed guide on this here [link to relevant article]. Would you like me to walk you through the steps, or would you prefer to browse the article first?

Thanks for being a valued customer, [Customer Name]. We’d like to offer you a special discount of [percentage] off your next purchase. Claim your discount now [link to page].

[Customer Name], you've just unlocked [reward name] as part of our [rewards/loyalty/referral/etc.] programme. To redeem it, visit your account page at [link to account page].

Don’t miss out—our exclusive sale on [Product/Service Name] ends in just [timeframe]. Get up to [percentage] off with code [discount code] at checkout.

When you purchase [Product/Service Name], you'll receive [brief description of reward] for a limited time. This is a great way to try out both [products/services] and get extra value! Add both items to your cart to redeem the offer.

We’re so excited you’re here, [Customer Name]. As a token of our appreciation, we'd like to offer you [reward]. Thank you for being a part of our community.

As a valued customer, we’re giving you exclusive access to [Product/Service/Event Name]. This offer is only available to a select group before it launches publicly. Use code [discount code] at checkout to redeem your exclusive offer today.

I understand your request for [rephrase request]. Unfortunately, this goes against our current policy. However, I’d love to offer you [alternative solution], which might be helpful in this situation.

Thanks for reaching out, [Customer Name]. While [request] is against our company policy, I understand your situation. Let me escalate this to my supervisor to see if there might be an exception we can consider in your case. Would you be willing to wait a few minutes while I do that?

We appreciate your suggestion, [Customer Name]. While we don't currently offer [request], we take customer feedback seriously. We'll forward your request to our policy team for review.

While [request] is against protocol, we might be able to offer some flexibility. For example, [alternative option]. Would this fit your needs?

Thanks for contacting us about [request], [Customer Name]. While we can't grant your request for [out-of-policy request] directly, we have some self-service options to help you achieve a similar outcome. For example, [briefly explain self-service options]. Would you like me to guide you through these options?

While our policy on [topic] is generally [policy details], some exceptions can be made in certain situations. If [explain criteria for exception], we might be able to accommodate your request. Does this sound like your situation?

We’re sorry, but all of our agents are currently offline. Your enquiry matters, and we’ll reply as soon as an agent is online at [time and date].

Thanks for reaching out, [Customer Name]. Our live chat hours are currently over, but we will respond to your message as soon as possible during business hours. Typically, our agents are online [brief description of business hours]. In the meantime, you can browse our help centre [help center link] for answers.

Good [morning/evening]. We're happy you're here. Just a heads up, our live chat representatives are currently offline for the day. Would you like to leave a message or check out our help centre [help center link] for answers?

Hi, [Customer Name]. It looks like you're reaching out after hours. While our live chat support is offline until [date and time], you can leave your message here, and we'll get back to you as soon as we can. Have a great rest of your day.

Hi [Customer Name], thanks for reaching out about [issue]. Before we begin, can you tell me what troubleshooting steps you’ve tried so far?

Let's try some basic troubleshooting steps, [Customer Name]. Have you attempted to [list of common solutions, such as restarting the app, checking internet connection, etc.]?

Hi [Customer Name], I understand you're having trouble with [issue]. Let's walk through this together. First, could you try [simple troubleshooting step]?

Hi [Customer Name], thanks for your message. Our team is working on a permanent solution, but did you know you can [temporary workaround tip] in the meantime? If you have any questions about this solution, let me know.

Thanks for your patience, [Customer Name], while we work through a solution for [issue]. It appears this might be a more complex issue, so I'll connect you with our [Department Name] team to ensure a thorough investigation and swift resolution.

I appreciate your patience, [Customer Name]. To assist you with [issue], I'm going to transfer you to our [Department Name] specialists. They can address this more effectively. Before transferring you, I’ll summarise the issue for them, and you can always contact me directly with any other questions.

To provide the most relevant solution for [issue], I'm going to connect you with [Agent Name], a specialist in [Department Name]. The wait time is typically around [estimated wait time]. Is there anything I can help you with in the meantime?

I understand this issue is urgent, [Customer Name]. To better assist you, I can transfer you to our [Department Name] team or provide their contact information at [contact information] if you prefer a faster response.

Hello, [Customer Name]. Thanks for your message. To provide the most focused support for [issue], would you prefer to connect with our [Department Name] team via live chat or by phone at [phone number]?

We have some exciting news, [Customer Name]. We're launching a major update to [Product/System Name] on [date]. This update includes [ key benefits]. Would you like to be notified when it's live?

Just a heads up, [Customer Name]: We're implementing a scheduled update to [Product/System Name] on [date] at [time]. This update will [briefly describe the purpose of the update]. For more information, please visit our update page [link to update page].

[Customer Name], we're performing routine maintenance on [Product/System Name] on [date] between [timeframe] to improve performance. There might be brief interruptions, but our support team will be available via live chat if you have any questions.

We're excited to announce an update to [Product/System Name] on [date] that includes [ key benefit]. To help you get the most out of this update, we've created some training resources [link to training resources] for you. Would you like me to walk you through these resources or browse them at your own pace?

We’re excited to announce that we're gradually rolling out a new update to [Product/System Name] that allows for [key customization]. You can enable this update now or wait until a later date that suits you better. Would you like to learn more about the customisation options?

Just to confirm, [Customer Name], your order enquiry is about [brief mention of their question or issue]. Is that correct? This will help me connect you with the most relevant resources or departments.

Thanks for reaching out about your order, [Customer Name]. To best assist you, can you provide the order number or the email address associated with your order?

We've received your order for [brief mention of order details], and confirmation has been sent to your email at [email address]. Is there anything else I can help you with, like tracking your order or estimated delivery times?

Thanks for contacting the [Company Name] support team about order #[number]. I understand you need to make changes to your order. Would you like to cancel your order, update the shipping address, or add additional items?

Hi, [Customer Name]. I’m happy to help you return or exchange [product]. Our return and exchange policy is available at [link to return policy]. Can you tell me more about the item you'd like to return or exchange and the reason for the return?

Thanks for contacting us about our [Product/Service Name] pricing, [Customer Name]. We offer a variety of pricing plans to suit different needs. You can find a detailed breakdown of our options on our website at [link to pricing page]. Does this answer your question, or would you like to discuss a specific plan?

Our pricing reflects the value we deliver in terms of [key benefits]. Can you tell me more about your needs so I can recommend the best option for you?

Thanks for your interest in [Company Name], [Customer Name]. Our pricing information is available on our website at [link to pricing page], and we also offer a free [trial/demo] so you can experience [Product/Service Name] firsthand. Would you like to learn more about this offer?

We offer various plans at different price points. Understanding your budget range would help us give you the most relevant pricing information.

We currently have a special offer on our [Product/Service/Plan Name] that might fit your needs. Would you like to hear more about this offer?

We appreciate you reaching out to us, [Customer Name]. To book your appointment for [service], I need some information from you. Would you like to choose a date and time first, or tell me a bit more about what you're looking for?

Thank you for your patience, [Customer Name]. Your appointment for [service] is confirmed for [date] at [time]. We've sent a confirmation email to [email address]. Is there anything else I can help you with today?

Thanks for your interest in booking with [Company Name]. Are you looking to schedule an appointment for [service] today, or would you prefer a different date?

We offer plenty of booking options for your convenience, [Customer Name]. Feel free to book online at [booking link] or call us at [phone number] to schedule an appointment for [service]. We have some availability at [times] today, or you can browse our availability online

Thanks for asking about [Feature Name], [Customer Name]. This feature allows you to [briefly explain a core benefit of the feature]. For example, you can use it to [brief specific use case scenario]. Would you like to learn more about how this feature can benefit you?

Great question, [Customer Name]. We have a short tutorial that demonstrates how to use [Feature Name] effectively. You can find it on our website at [link to tutorial]. Additionally, our help centre article provides a detailed explanation at [link to article]. Would you like me to walk you through these resources?

It’s great to hear from you, [Customer Name]. [Feature Name] is similar to [second Feature Name] but offers some additional benefits, such as [unique advantages]. This makes it ideal for [explain the use case for this feature]. Does this clarify the difference?

Hello, [Customer Name]. It seems like you might have contacted the wrong company. Can I help you with something related to [topic related to your company’s offerings]?

Hi [Customer Name], thanks for contacting [Company Name]. It sounds like you're interested in [topic]. Can I tell you more about how we can help you with that?

Hi, [Customer Name]. I understand your frustration. Let me explain more about [Product/Service Name], which I think you’ll find useful because [briefly describe the key benefits]. We also have some resources on our website [link to relevant page] that might be helpful.

Thanks for contacting us, [Customer Name]. We value your business and would love to keep you on board. Can we set up a meeting to chat about how we can improve your experience or offer a solution that might be a better fit?

I’m so glad we could successfully resolve [issue] today. Is there anything else I can help you with or any questions you have about [related topic]?

Fantastic, I'm happy we could resolve your enquiry about [topic]. If you have further questions or need assistance in the future, please don't hesitate to reach out again. Have a wonderful day.

[Customer Name], we've reviewed your request for [request], and I'm glad we found a solution that works for you. Here's a quick recap: [summary of the solution]. Is there anything else I can clarify for you today?

You’re all set, [Customer Name]. We've successfully resolved your issue with [topic]. If you'd like to learn more about [topic], we have some helpful resources at [link to resources]. Thank you for contacting us, and have a great rest of your day.

[Customer Name], while we haven't fully resolved your issue with [topic] today, I understand the importance of finding a solution. I'll escalate this to our [Department Name] team. They can assist you and investigate further. They should reach out to you via email by [date and time]. In the meantime, is there anything else I can assist you with?

Thank you for your patience while waiting for your enquiry about [topic], [Customer Name]. Unfortunately, after exploring our available options, we have been unable to find a solution at this time. We will continue to look into this issue and notify you of any updates. In the meantime, would you like me to direct you to any relevant resources on our website?

We are still working on finding a solution for [issue]. I will document your enquiry and follow up with you when a solution becomes available. Is there anything else I can help you with today?

I understand this isn't the resolution you hoped for regarding [issue]. Unfortunately, due to [explain the reason for limitation], we can't [action they requested]. However, I can offer you [alternative solution(s)], which might still be helpful. Would you like me to walk you through these options?

Thanks for reaching out to [Company Name] today, [Customer Name]. Your feedback is important to us. To help us improve our service, would you mind taking a moment to rate your experience today?

I apologise that we couldn’t fully resolve your enquiry about [topic] today. We value your feedback, so please let us know if there's anything we could have done differently to better assist you. Your input helps us improve our customer experience.

Thank you for your patience as we explored your request for [topic]. We’re happy we could help you find a solution today. To help us serve you better in the future, could you share some feedback on your experience? You can reply directly to this message or leave your feedback here: [link to feedback form]

While we addressed your question about [topic], is there anything else I can assist you with today? We're always looking for ways to improve, so if you have any feedback on specific areas of our service, we'd appreciate hearing from you.

I'm glad we could resolve your enquiry about [topic], [Customer Name]. While you're here, did you know that our [additional Product/Service Name] perfectly complements [original Product/Service Name] by [explain added benefit]? It would be a seamless addition to your current setup. Would you like to learn more?

We’re so glad you reached out today, [Customer Name]. We’re currently offering valued customers a limited-time offer on [Product/Service Name] that can help you achieve [benefit related to original purchase]. Would you like to hear more about this special offer?

Based on your needs, our [Product/Service Name] might be a great fit for you because [explain the benefits of this new product]. Would you like to see some additional information on this product?

Earlier in our conversation, you mentioned [mention a pain point they expressed]. Our [Product/Service Name] is specifically designed to address that challenge by [explain how it solves the pain point]. Would you like to see a quick demo of how it works?

We love working with you, [Customer Name]. Currently, we have a special bundle offer that combines [original Product/Service Name] with our [additional Product/Service Name] at a discounted price. This gives you everything you need to [explain enhanced value proposition]. Would you like to learn more about this bundle?