Founder, Oxaide

Building a chatbot from scratch is time-consuming. These ready-to-use templates give you proven conversation flows for the most common customer service scenarios.

Each template includes multiple variations so your chatbot does not sound repetitive, plus guidance on when to use each approach.

Template Structure Guide

Each template follows this structure:

1. Scenario: When to use this template
2. Trigger: What the customer says to activate it
3. Response variations: Multiple ways to say the same thing
4. Follow-up options: Next steps in the conversation
5. Escalation triggers: When to involve a human

Greeting and Welcome Templates

First-Time Visitor Greeting

Scenario: New user lands on your website and opens chat.

Response variations:

Variation 1 (Friendly) Hi there! 👋 Welcome to [Company Name]. I'm here to help you with questions about our products, orders, or anything else. What can I help you with today?

Variation 2 (Professional) Hello and welcome to [Company Name]. I'm your virtual assistant. I can help with product information, order status, returns, and more. How may I assist you?

Variation 3 (Direct) Welcome to [Company Name] support. What can I help you with?

• Product questions
• Order status
• Returns and refunds
• Something else

Follow-up options:

• Quick reply buttons for common topics
• Free-form text input
• "I'm just browsing" option

Returning Visitor Greeting

Scenario: Customer with account/order history returns.

Response variations:

Variation 1 Welcome back, [Name]! Good to see you again. I can see you have an order in progress. Would you like an update on that, or is there something else I can help with?

Variation 2 Hi [Name]! How can I help you today? I have your account pulled up and ready to assist.

Context used: Customer name, recent orders, account status

After-Hours Greeting

Scenario: Customer contacts outside business hours.

Response variations:

Variation 1 Hi there! Our team is currently offline (we're back at 9 AM EST), but I can help with many things right now:

• Check your order status
• Answer product questions
• Process returns
• Submit a request for our team

What would you like to do?

Variation 2 Thanks for reaching out! It's currently [time] and our live team is offline. However, I can still help you with most questions instantly. What do you need help with?

Order Status Templates

Order Status Request

Scenario: Customer asks about their order.

Trigger phrases:

• "Where is my order?"
• "Order status"
• "Track my order"
• "When will my order arrive?"

Response with order found:

I found your order #[ORDER_NUMBER], placed on [DATE].

📦 Status: [STATUS] 🚚 Carrier: [CARRIER] 📍 Tracking: [TRACKING_NUMBER]

Expected delivery: [DATE] by [TIME]

[View tracking details →]

Is there anything else about this order I can help with?

Response with multiple orders:

I see you have [X] recent orders. Which one would you like to check?

1. Order #[NUM] - [PRODUCT] - [STATUS]
2. Order #[NUM] - [PRODUCT] - [STATUS]
3. Order #[NUM] - [PRODUCT] - [STATUS]

Response with no order found:

I could not find an order with that information. This could mean:

• The order was placed under a different email
• The order number might be incorrect

Can you try:

• Providing your order confirmation email
• Checking the email address used for the order

Or I can connect you with our team to look into this further.

Delayed Order

Scenario: Order is delayed beyond expected delivery.

I can see your order #[ORDER_NUMBER] was expected by [DATE] but is currently showing as [STATUS].

I apologize for the delay. Based on the current tracking, it now shows expected delivery by [NEW_DATE].

What I can do:

• Send you updates as the status changes
• Connect you with our team to discuss options
• Provide information about our shipping guarantee

What would be most helpful?

Lost or Stuck Order

Scenario: Tracking shows no movement for extended period.

I'm looking at your order #[ORDER_NUMBER] and I see the tracking hasn't updated since [DATE]. That's longer than expected.

I'm going to flag this for immediate review by our shipping team. They'll investigate and reach out within [TIMEFRAME].

In the meantime, I want to assure you that if your package is lost, we'll take care of it—either reshipping or refunding, your choice.

Would you prefer to be contacted by email or phone?

Returns and Refunds Templates

Return Request - Within Policy

Scenario: Customer wants to return an item, within return window.

Trigger phrases:

• "I want to return"
• "How do I return"
• "Return request"
• "I'd like a refund"

I can help you start a return for your order. I see order #[ORDER_NUMBER] from [DATE].

✅ This order is within our [X]-day return window.

Which item would you like to return?

1. [Product 1] - [Price]
2. [Product 2] - [Price]
3. All items

After item selection:

Got it. Quick question—what's the reason for the return?

• Changed my mind
• Item doesn't fit
• Item is defective/damaged
• Wrong item received
• Other

After reason:

Understood. Here's your return:

Returning: [ITEM] Reason: [REASON] Refund amount: [AMOUNT]

Your return label is ready. [Download return label →]

Instructions:

1. Pack the item in original packaging if possible
2. Attach the return label
3. Drop off at any [CARRIER] location

Once we receive the item, your refund will be processed within [X] business days.

Is there anything else I can help with?

Return Request - Outside Policy

Scenario: Customer wants to return but outside return window.

I pulled up your order #[ORDER_NUMBER] from [DATE].

I need to let you know that this order is [X] days past our [Y]-day return window.

However, I can connect you with our team to review your situation. They sometimes make exceptions, especially for:

• Defective products
• Quality issues
• Special circumstances

Would you like me to create a request for review? Or is there something else I can help with?

Refund Status Check

Scenario: Customer asking about pending refund.

I found your return for order #[ORDER_NUMBER].

Return received: [DATE] Refund status: [STATUS] Refund amount: [AMOUNT] Refund method: [METHOD - original payment method]

[If pending]: Your refund is being processed and should appear in your account within [X] business days.

[If completed]: Your refund was issued on [DATE]. Please check your [payment method] statement.

Note: Some banks take 5-10 business days to show the refund after we process it.

Product Questions Templates

Product Availability

Trigger phrases:

• "Is this in stock?"
• "When will this be available?"
• "Do you have this in [size/color]?"

In stock:

Great news! [PRODUCT] is in stock and ready to ship.

Available options:

• [Color/Size 1] - In stock
• [Color/Size 2] - In stock
• [Color/Size 3] - Low stock (only [X] left)

Would you like to add it to your cart, or do you have any questions about the product?

Out of stock:

Unfortunately, [PRODUCT] is currently out of stock.

Expected restock: [DATE/Unknown]

I can:

• Notify you when it's back in stock
• Show you similar alternatives
• Check if a different [color/size] is available

What would you prefer?

Product Comparison

Trigger phrases:

• "What's the difference between..."
• "Which one should I get?"
• "Compare [X] and [Y]"

Here's how [PRODUCT A] and [PRODUCT B] compare:

Feature	[Product A]	[Product B]
[Feature 1]	[Value]	[Value]
[Feature 2]	[Value]	[Value]
[Feature 3]	[Value]	[Value]
Price	[Price A]	[Price B]

Best for:

• [Product A]: [Use case/customer type]
• [Product B]: [Use case/customer type]

Would you like more details on either one, or do you have specific needs I can help match?

Sizing Help

Trigger phrases:

• "What size should I get?"
• "Size guide"
• "Will [size] fit me?"

Happy to help with sizing! A few quick questions:

1. What size do you typically wear in [comparable brand]?
2. Do you prefer a [looser/tighter] fit?
3. [Product-specific question if relevant]

After input:

Based on what you've told me, I'd recommend [SIZE] for [PRODUCT].

Here's why:

• You typically wear [X] which corresponds to our [SIZE]
• For your preferred [looser/tighter] fit, [SIZE] gives you [X inches] extra room

Size measurements:

• Chest: [X]"
• Length: [X]"
• [Other relevant measurements]

Does that help, or would you like to discuss fit further?

Payment and Billing Templates

Payment Failed

Scenario: Customer's payment did not process.

I see there was an issue with your payment for order #[ORDER_NUMBER].

This can happen when:

• Card details need updating
• Your bank flagged the transaction for verification
• Insufficient funds

Next steps:

• [Update payment method →]
• Contact your bank to authorize the transaction
• Try a different payment method

Your cart is saved, and once payment goes through, we'll process your order immediately.

Would you like help with any of these options?

Invoice Request

Scenario: Customer needs a receipt or invoice.

I can get you the invoice for order #[ORDER_NUMBER].

Options:

• [Download invoice PDF →]
• [Email invoice to [EMAIL] →]

[If business account]: I can also generate invoices with your company information for accounting. Would you like that instead?

Billing Dispute

Scenario: Customer sees charge they do not recognize.

I understand you're seeing a charge you don't recognize. Let me help sort this out.

The charge of [AMOUNT] on [DATE] appears to be for:

• Order #[ORDER_NUMBER]
• [PRODUCT/SERVICE]
• Placed on [DATE]

Does this match what you expected?

[If no]: I'm going to escalate this to our billing team right away. They'll review the charge and contact you within [TIMEFRAME] to resolve this.

[If yes]: Great, glad we could clear that up! Is there anything else I can help with?

Escalation Templates

Customer Requests Human

Trigger phrases:

• "Talk to a human"
• "Speak to agent"
• "Real person"
• "I want to talk to someone"

Of course! I'll connect you with a member of our team.

[If during business hours]: Please wait a moment while I find an available agent. Estimated wait time: [X] minutes.

While you wait, can you briefly describe your issue so the agent is prepared to help?

[If after hours]: Our team is currently offline (back at [TIME]). I can:

• Take your details and have someone contact you first thing tomorrow
• Send you an email response within [X] hours
• Continue trying to help you now

What works best for you?

AI Cannot Help

Scenario: AI does not have an answer or cannot complete request.

I want to make sure you get the right help. This question is best handled by our team who have access to more information.

I'm creating a ticket for you now. Here's what will happen:

• Our team will receive your question immediately
• You'll hear back within [TIMEFRAME]
• We'll respond to [EMAIL]

Is there anything else I might be able to help with in the meantime?

Frustrated Customer Detected

Scenario: Sentiment detection indicates customer is upset.

I can see this has been frustrating, and I'm sorry for that. Let me make sure you get the help you need.

I'm connecting you with a senior team member who can look into this properly. They have more tools and authority to resolve complex situations.

Before I transfer you: Is there anything you'd like me to note for them about your experience?

Emergency or Urgent Issue

Scenario: Customer indicates urgency (security, safety, time-sensitive).

I understand this is urgent. I'm flagging this as high priority right now.

[For security issues]: If you believe your account is compromised, please also [specific action] immediately.

[For time-sensitive]: Let me see if I can resolve this instantly. If not, I'll make sure a team member contacts you within [short timeframe].

Can you give me the key details so we can act fast?

Proactive Templates

Cart Abandonment (Live Chat Trigger)

Scenario: Customer has items in cart, browsing for X minutes without checkout.

Hey there! I noticed you have some items in your cart. Just wanted to check in—do you have any questions about [PRODUCT] that I can help with?

No pressure at all, but I'm here if you need anything! 😊

Exit Intent

Scenario: Customer appears to be leaving site.

Before you go—is there anything I can help you find? I'm here if you have questions about products, shipping, or anything else.

Post-Purchase Check-In

Scenario: Automated message X days after delivery.

Hi [NAME]! Your [PRODUCT] was delivered on [DATE]. We hope you're loving it!

Quick question: How's everything going with your order?

• 👍 Great, no issues!
• 🤔 I have a question
• 😕 There's a problem

We're here to help either way!

Template Customization Guide

Adapting Tone

Formal (Financial, Healthcare, B2B):

• Use complete sentences
• Avoid emojis
• Professional vocabulary
• Full greetings ("Good morning, how may I assist you?")

Friendly (E-commerce, Consumer Apps):

• Contractions okay
• Light emoji use
• Conversational language
• Casual greetings ("Hey! What can I help with?")

Direct (Technical, Developer Tools):

• Minimal pleasantries
• Get to the point
• Technical accuracy over warmth
• Efficient interactions

Variables to Customize

Replace these placeholders in all templates:

Placeholder	Replace With
[Company Name]	Your company name
[X] days	Your specific policy/timeframe
[TIMEFRAME]	Your SLA (e.g., "24 hours")
[TIME]	Your business hours
[CARRIER]	Your shipping carriers
[EMAIL]	Customer's or support email

Implementation Tips

Start Small

Do not try to implement all templates at once:

1. Start with greeting + top 3 inquiry types
2. Monitor and refine for 2 weeks
3. Add more templates based on actual volume

Track Performance

For each template, monitor:

• Resolution rate (did it answer the question?)
• Escalation rate (did customer need human?)
• CSAT for that conversation type
• Time to resolution

Continuous Improvement

Review chatbot transcripts weekly:

• Where did templates fail?
• What new questions emerged?
• Which variations performed best?

Update templates based on real conversations, not assumptions.

Get Started with AI Customer Service

These templates work best when powered by real AI that understands context and can adapt.

Oxaide uses these conversation patterns with genuine AI understanding:

• Natural language processing for intent detection
• Context awareness across conversations
• Automatic escalation when needed
• Continuous learning from interactions

Try Oxaide free for 14 days

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Related Resources

• Customer Service Email Templates
• Live Chat vs Chatbot vs AI Agent
• E-commerce Customer Service Guide