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20 live chat canned responses (copy & paste)

Live chat lives or dies on speed. These canned responses cover the moments that repeat all day — the hello, the "give me a sec", the escalation, the close. Save them once and drop them into any chat widget by typing //.

Chat is more casual than email: keep it short, warm and human. Swap the bracketed parts, and lead with the answer. Tip: turn the dated ones into placeholders so the order number or name fills itself.

Greetings & openers

1. First hello

Hi there 👋 Thanks for chatting in — how can I help today?

2. Returning visitor

Welcome back, [Name]! Good to see you again. What can I do for you?

3. After hours / queue

Thanks for your message! Our team is online [hours]. Leave your email and we'll reply as soon as we're back.

Buying time & setting expectations

4. One moment

Great question — give me just a moment to check that for you. 🙏

5. Still looking

Thanks for hanging on — still digging into this so I get you the right answer.

6. Need more info

To help faster, could you share [order number / the email on your account / a screenshot]?

Resolving & escalating

7. Here's the fix

Got it — here's how to sort this: [steps]. Want me to stay on while you try?

8. Escalating

This needs a specialist to do it properly. I'm passing you to [team] now — they'll have full context, so no need to repeat yourself.

9. Will follow up by email

I'll look into this and email you an update at [address] within [timeframe]. You won't have to chase me — promise.

Orders, refunds & billing

10. Order status

Your order [#1234] is [status] and on track for [date]. Here's your tracking link: [link].

11. Refund

Done — your refund of [amount] is processed and should land in [3–5] business days on your original payment method.

12. Billing question

Happy to clarify that charge. It's for [item] on [date]. Let me know if anything still looks off and I'll dig deeper.

Apologies

13. Sorry for the wait

Sorry for the wait — thanks for your patience. Let's get this sorted right now.

14. Sorry for the issue

That's frustrating and I'm sorry it happened. Here's what I'll do to make it right: [action].

Sales & pre-sales

15. Pricing

Great question! Plans start at [price]. Based on what you described, [plan] would fit best — want me to walk you through it?

16. Discount / promo

Good timing — use code [CODE] for [discount] at checkout. Want me to drop it in your cart?

17. Comparison

Happy to compare. The main difference vs [competitor] is [point]. What matters most to you — [X] or [Y]?

Closing the chat

18. Anything else

All sorted? Anything else I can help with while we're here?

19. Goodbye

Thanks for chatting in, [Name] — have a great rest of your day! 👋

20. Quick rating ask

If you've got two seconds, a quick rating on this chat really helps our small team. Either way, thanks!

Reply in one keystroke. Save these and insert them in any chat widget by typing //.

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Tips for live chat specifically

Keep canned lines short — chat reads like texting, not email.
Give your most-used ones a short shortcut like ;sec or ;tnx for instant replies.
If your chat tool blocks auto-insert, use ReplyKit's Copy button and paste.
Always personalize the first line — a name turns a canned reply into a real one.