Live Chat Canned Response Templates

When to use

A customer is locked out or asks how to reset their password.

Reply

No problem, customer first name -- let us get you back into product name quickly.

Please do not share your current password with me; for your security I never need it. Instead, use this link to set a new one: reset link.

Open the link, enter the email on your account, and you will receive a reset message within a few minutes. Be sure to check your spam folder if it does not appear right away.

Once you set a new password, you will be logged straight in.

If the email never arrives or the link does not work, reply here or write to support email and I will sort it out with you personally.

Let me know once you are back in.

When to use

A customer asks where their order is or when it will arrive.

Reply

Happy to check that for you, customer first name. Let me pull up the details.

I found order order number, and here is where things stand: it is currently order status. Based on that, you can expect delivery within delivery window.

As soon as it moves to the next stage, you will get an email with tracking so you can follow it the rest of the way.

If that timing does not work or something looks off, tell me and I will dig deeper right away -- I am glad to escalate to our shipping team if needed.

Is there anything else about this order I can help you with while we are here?

Thanks for your patience.

When to use

A customer asks about an upcoming renewal, charge, or billing date.

Reply

Great question, customer first name -- I am happy to lay it out clearly.

Your plan name subscription is set to renew on renewal date, and the charge will be renewal amount to the payment method on file. Nothing changes before then, and there are no hidden fees on top of that.

If everything looks right, you do not need to do a thing -- it will renew automatically so your service never lapses.

If you would like to update your card, change plans, or turn off auto-renewal, I can help you do any of that right now in a couple of steps.

Just let me know how you would like to proceed, and I will take care of it.

When to use

A customer asks whether their refund has gone through yet.

Reply

Thanks for checking in, customer first name -- let me give you a clear update.

Your refund of refund amount for order order number has been approved and is on its way back to your original payment method. That part is done on our end.

From here, it usually takes refund timeframe for the amount to appear on your statement. The exact timing depends on your bank, so it can land a little sooner or later within that window.

You will not need to do anything else -- it will show up automatically once your bank finishes processing it.

If it has not appeared after that window, come back and I will send you confirmation details you can share with your bank.

Sorry again for the trouble, and thanks for your patience.

When to use

A customer asks about your hours or when the team is available.

Reply

Happy to help, customer first name. Here are our support hours so you know when to reach us.

Our team is available support hours time zone. During those hours you will usually get a reply in just a few minutes right here in chat.

Outside those hours you are still welcome to message us -- we will pick it up first thing when we are back and reply in the order questions come in.

If your question cannot wait, email support email and we will make sure it is waiting for the team at the start of the next shift.

Is there something I can start helping you with right now before we wrap up?

Thanks for reaching out.

When to use

An issue needs a human specialist beyond what chat can resolve.

Reply

I want to make sure this gets handled properly, customer first name, so I am connecting you with a specialist on our team name.

Here is what happens next: I have saved everything we discussed under reference ticket number, so you will not have to repeat yourself. The next available team member will pick up right where we left off.

You can expect someone to reach you within wait time. If you step away, no worries -- we will follow up so nothing gets lost.

While you wait, feel free to add any extra detail here that might help them help you faster.

Thanks for your patience, customer first name -- you are in good hands, and we will get this sorted for you.