Live Chat Greeting & Routing Playbook

Greeting and routing rules for website chat and support workflows. Use the variants as-is, edit the placeholders, or download the editable Word doc.

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Editable Word .docx

Length

6 variants · copy-paste

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Support

New visitor greeting

Rule

When the situation is new visitor greeting, the system should respond with one clear next step instead of a generic greeting or a dead-end form.

Customer-facing message

Hi customer name, I can help with that. Based on specific detail, the best next step is next step. I am routing this to owner with the context included so you do not have to repeat yourself.

Internal handling

Capture the customer's exact wording, especially numbers, dates, product names, and screenshots.
Add the reason or tag: CRM field.
Include what has already been tried.
Set the next owner and deadline.
Tell the customer what will happen and when.
If no owner is available, send the fallback message and set deadline clearly.

Quality bar

The customer should understand who owns the issue, what happens next, and when they will hear back.

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6 ready-to-use variants

1. New visitor greeting 2. Returning customer greeting 3. Pricing page routing 4. Support issue routing 5. VIP customer routing 6. After-hours routing

1

New visitor greeting

When to use: Use this when the customer situation is new visitor greeting and the reply needs to be specific, calm, and useful.

Rule

When the situation is new visitor greeting, the system should respond with one clear next step instead of a generic greeting or a dead-end form.

Customer-facing message

Hi customer name, I can help with that. Based on specific detail, the best next step is next step. I am routing this to owner with the context included so you do not have to repeat yourself.

Internal handling

Capture the customer's exact wording, especially numbers, dates, product names, and screenshots.
Add the reason or tag: CRM field.
Include what has already been tried.
Set the next owner and deadline.
Tell the customer what will happen and when.
If no owner is available, send the fallback message and set deadline clearly.

Quality bar

The customer should understand who owns the issue, what happens next, and when they will hear back.

2

Returning customer greeting

When to use: Use this when the customer situation is returning customer greeting and the reply needs to be specific, calm, and useful.

Rule

When the situation is returning customer greeting, the system should respond with one clear next step instead of a generic greeting or a dead-end form.

Customer-facing message

Hi customer name, I can help with that. Based on specific detail, the best next step is next step. I am routing this to owner with the context included so you do not have to repeat yourself.

Internal handling

Capture the customer's exact wording, especially numbers, dates, product names, and screenshots.
Add the reason or tag: CRM field.
Include what has already been tried.
Set the next owner and deadline.
Tell the customer what will happen and when.
If no owner is available, send the fallback message and set deadline clearly.

Quality bar

The customer should understand who owns the issue, what happens next, and when they will hear back.

3

Pricing page routing

When to use: Use this when the customer situation is pricing page routing and the reply needs to be specific, calm, and useful.

Rule

When the situation is pricing page routing, the system should respond with one clear next step instead of a generic greeting or a dead-end form.

Customer-facing message

Hi customer name, I can help with that. Based on specific detail, the best next step is next step. I am routing this to owner with the context included so you do not have to repeat yourself.

Internal handling

Capture the customer's exact wording, especially numbers, dates, product names, and screenshots.
Add the reason or tag: CRM field.
Include what has already been tried.
Set the next owner and deadline.
Tell the customer what will happen and when.
If no owner is available, send the fallback message and set deadline clearly.

Quality bar

The customer should understand who owns the issue, what happens next, and when they will hear back.

4

Support issue routing

When to use: Use this when the customer situation is support issue routing and the reply needs to be specific, calm, and useful.

Rule

When the situation is support issue routing, the system should respond with one clear next step instead of a generic greeting or a dead-end form.

Customer-facing message

Hi customer name, I can help with that. Based on specific detail, the best next step is next step. I am routing this to owner with the context included so you do not have to repeat yourself.

Internal handling

Capture the customer's exact wording, especially numbers, dates, product names, and screenshots.
Add the reason or tag: CRM field.
Include what has already been tried.
Set the next owner and deadline.
Tell the customer what will happen and when.
If no owner is available, send the fallback message and set deadline clearly.

Quality bar

The customer should understand who owns the issue, what happens next, and when they will hear back.

5

VIP customer routing

When to use: Use this when the customer situation is vip customer routing and the reply needs to be specific, calm, and useful.

Rule

When the situation is vip customer routing, the system should respond with one clear next step instead of a generic greeting or a dead-end form.

Customer-facing message

Hi customer name, I can help with that. Based on specific detail, the best next step is next step. I am routing this to owner with the context included so you do not have to repeat yourself.

Internal handling

Capture the customer's exact wording, especially numbers, dates, product names, and screenshots.
Add the reason or tag: CRM field.
Include what has already been tried.
Set the next owner and deadline.
Tell the customer what will happen and when.
If no owner is available, send the fallback message and set deadline clearly.

Quality bar

The customer should understand who owns the issue, what happens next, and when they will hear back.

6

After-hours routing

When to use: Use this when the customer situation is after-hours routing and the reply needs to be specific, calm, and useful.

Rule

When the situation is after-hours routing, the system should respond with one clear next step instead of a generic greeting or a dead-end form.

Customer-facing message

Hi customer name, I can help with that. Based on specific detail, the best next step is next step. I am routing this to owner with the context included so you do not have to repeat yourself.

Internal handling

Capture the customer's exact wording, especially numbers, dates, product names, and screenshots.
Add the reason or tag: CRM field.
Include what has already been tried.
Set the next owner and deadline.
Tell the customer what will happen and when.
If no owner is available, send the fallback message and set deadline clearly.

Quality bar

The customer should understand who owns the issue, what happens next, and when they will hear back.

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How to use this template

1
Pick the closest variant. Choose based on the situation, not only the channel.
2
Replace every placeholder. If you cannot fill a field, ask one clarifying question first.
3
Save the final version into sem.chat, your CRM, or your help desk so the team stays consistent.
4
Review results weekly. Drop variants that create confusion and improve the ones that work.

Frequently asked questions

Can I use these templates commercially?

Yes. Copy, edit, and use them in your business, client work, CRM, help desk, or sem.chat workspace.

Why are there six variants?

One generic template rarely fits every situation. Six variants give your team practical choices without a messy library.

Should I paste these into sem.chat?

Yes. Save the best variants as canned replies, knowledge base entries, routing rules, or CRM notes so your AI agent and team stay consistent.

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