30 Live Chat Scripts and Templates for Customer Service in 2025

Live chat has become the preferred support channel for 73% of customers, beating email and phone. But speed alone does not win—consistency and quality matter just as much.

This guide provides 30 live chat scripts covering every common scenario: greetings, product inquiries, troubleshooting, escalations, and closings. Use these templates to ensure every customer receives fast, professional, and helpful responses.

Why Chat Scripts Matter

Well-designed chat scripts:

• Reduce response time by 40% or more
• Ensure consistency across all agents
• Improve first-contact resolution rates
• Reduce training time for new team members
• Maintain brand voice in every interaction

The key is balance: scripts should guide agents without sounding robotic. Customize these templates to match your brand's personality.

Opening and Greeting Scripts

Standard Greetings

Script 1: Professional Welcome

Hi [Customer Name]! Thanks for reaching out to [Company]. I'm [Agent Name], and I'm here to help. 

What can I assist you with today?

Script 2: Warm and Friendly

Hey there! 👋 Welcome to [Company] chat. I'm [Agent Name]. 

What brings you here today? I'm ready to help!

Script 3: Returning Customer Recognition

Welcome back, [Customer Name]! Great to see you again. 

I can see your account details. Is there something specific I can help you with today?

Proactive Chat Greetings

Script 4: Browser Engagement

Hi! I noticed you've been exploring our [product/service] page. 

Would you like help finding the right option, or do you have any questions I can answer?

Script 5: Cart Abandonment

Hey [Name]! I see you have some great items in your cart. 

Is there anything I can help with before you checkout? I can answer questions about products, shipping, or payment options.

Script 6: Pricing Page Assistance

Hi there! I see you're checking out our pricing. 

Would you like help finding the right plan for your needs? I can walk you through the options and answer any questions.

Sales and Product Inquiry Scripts

Product Questions

Script 7: Product Information

Great question about [Product Name]! 

Here's what you need to know:
• [Feature 1]
• [Feature 2]
• [Feature 3]

Would you like more details on any specific feature, or shall I help you compare it with other options?

Script 8: Product Recommendation

Based on what you've told me, I'd recommend [Product Name]. Here's why:

✓ It [addresses specific need they mentioned]
✓ It's [relevant benefit]
✓ It comes with [bonus feature/guarantee]

Would you like to learn more, or should I help you get started?

Script 9: Feature Comparison

Let me break down the differences for you:

[Product A]:
• Best for: [use case]
• Key feature: [feature]
• Price: [price]

[Product B]:
• Best for: [use case]
• Key feature: [feature]
• Price: [price]

Which use case matches your needs better?

Pricing and Purchase

Script 10: Pricing Inquiry

Happy to help with pricing! 

[Product/Plan] is [price], which includes:
• [Benefit 1]
• [Benefit 2]
• [Benefit 3]

We also offer [discount/trial/guarantee]. Would you like me to set that up for you?

Script 11: Discount Request

I appreciate you asking! While I can't adjust our standard pricing, here's what I can offer:

• [Current promotion if any]
• [Volume discount if applicable]
• [Extended trial if applicable]

Would any of these work for you?

Script 12: Closing the Sale

It sounds like [Product] is a great fit for what you need. Would you like to:

1. Start with a free trial to test it out
2. Go ahead with the purchase now
3. Schedule a quick demo first

What works best for you?

Support and Troubleshooting Scripts

Problem Identification

Script 13: Gathering Information

I'm sorry you're experiencing this issue. Let me help!

To troubleshoot effectively, can you tell me:
1. When did this issue start?
2. What exactly happens when [action]?
3. Have you tried any steps already?

This will help me find the fastest solution.

Script 14: Technical Issue

I understand how frustrating this can be. Let's fix it together.

First, can you try:
1. [Step 1]
2. [Step 2]
3. [Step 3]

Let me know what happens after each step.

Script 15: Account Access Issue

I can help you regain access to your account. 

For security, I need to verify a few details:
• Email address on the account
• [Secondary verification if applicable]

Once verified, I'll get you back in right away.

Providing Solutions

Script 16: Step-by-Step Instructions

Here's how to [accomplish task]:

Step 1: [Clear instruction]
Step 2: [Clear instruction]
Step 3: [Clear instruction]

Try these steps and let me know once you're done—or if you hit any snags along the way.

Script 17: Alternative Solution

The typical solution isn't working in this case, so let's try a different approach:

[Alternative solution steps]

If this doesn't work either, I'll escalate to our technical team for a deeper look. But let's try this first!

Script 18: Known Issue Acknowledgment

Thank you for reporting this. We're aware of this issue and our team is actively working on a fix.

Expected resolution: [timeline]

In the meantime, here's a workaround that might help:
[Workaround steps]

I'll follow up once the fix is live. Shall I email you when it's resolved?

Handling Difficult Situations

Frustrated Customers

Script 19: Empathy First

I completely understand your frustration, and I'm really sorry you're dealing with this. 

Let me take ownership of this issue right now. Here's what I'm going to do:
[Immediate action]

I want to make sure you're taken care of. Is there anything else contributing to the frustration that I should know about?

Script 20: De-escalation

I hear you, and you have every right to be upset. This isn't the experience you should have with [Company].

Let me fix this right now:
[Action you're taking]

I'm also going to [additional compensation/gesture] because your satisfaction matters to us.

Script 21: When You Can't Meet Their Request

I wish I could do exactly what you're asking, but unfortunately [honest reason].

What I can do is:
• [Alternative 1]
• [Alternative 2]

Would either of these help? I want to find a solution that works for you.

Escalation

Script 22: Escalating to Specialist

This needs some specialized expertise to resolve properly. I'm going to connect you with [specialist/team] who can help.

Before I transfer you, I want to make sure they have all the context. I'll share:
• Your issue: [summary]
• What we've tried: [steps taken]
• Your preference: [if any]

You'll be speaking with [Name] who specializes in this area. Is there anything else I should pass along?

Script 23: Escalating to Manager

I understand this is important, and I want to make sure you get the best resolution. 

I'm escalating this to my manager, [Name], who has more authority to help. They'll reach out within [timeframe].

Is email or phone the best way to reach you?

Order and Shipping Scripts

Order Status

Script 24: Order Tracking

Let me check on your order right now!

Order #[Number]
Status: [Status]
Tracking: [Number/Link]
Expected delivery: [Date]

The package is currently [specific location in transit]. Everything looks on track! Is there anything else you'd like to know?

Script 25: Delayed Order

I've looked into your order, and I see it's running behind schedule. I'm really sorry about that.

Here's the current status:
• Original ETA: [Date]
• New ETA: [Date]
• Reason: [If known]

I know this isn't ideal. Would you like me to [offer—expedite future shipping/apply discount/other compensation]?

Returns and Refunds

Script 26: Return Request

I'd be happy to help with your return. Here's how it works:

1. I'll email you a prepaid return label
2. Package the item and drop it off at [carrier location]
3. Once we receive it, your refund processes within [X] business days

Should I send that return label to [email on file]?

Script 27: Refund Confirmation

Great news—your refund of [amount] has been processed!

Here's what to expect:
• Credit card refunds: 3-5 business days
• PayPal refunds: 1-2 business days
• Store credit: Available immediately

You should receive a confirmation email shortly. Anything else I can help with?

Closing and Wrap-Up Scripts

Successful Resolution

Script 28: Standard Close

I'm glad I could help with [issue summary]!

Before I go, is there anything else you need assistance with today?

If not, thanks for chatting with [Company]! Have a great [day/week]! 😊

Script 29: Close with Feedback Request

Awesome, I'm happy we got that sorted out!

Quick question: How was your experience today? Your feedback helps us improve.

[Link to survey or rating prompt]

Thanks for being a [Company] customer!

Follow-Up Required

Script 30: Setting Expectations for Follow-Up

Here's what happens next:

1. [Action you're taking]
2. [What customer should expect]
3. [Timeline for resolution/update]

I'll follow up via [email/phone] by [time/date]. If you need anything before then, just reach out!

Thanks for your patience—talk soon!

Chat Script Best Practices

Personalization Tips

Use the customer's name: "Thanks, Sarah!" feels better than "Thanks!"

Reference their specific situation: "About your order from last Tuesday..." shows you are paying attention.

Match their tone: If they are casual, be casual. If they are formal, be professional.

Efficiency Tips

Use canned responses wisely: Customize them for each conversation rather than sending generic replies.

Break up long messages: Three short messages are easier to read than one wall of text.

Use formatting: Bullet points, numbered lists, and emojis (appropriately) improve readability.

Quality Tips

Read before sending: A quick scan catches typos and ensures the message makes sense.

Avoid jargon: Use simple language everyone understands.

Be honest about limitations: It is better to say "I don't know, but I'll find out" than to guess.

Implementing Chat Scripts with Oxaide

Oxaide makes it easy to deploy and customize chat scripts:

• AI-Powered Responses: Let AI handle common questions while agents focus on complex issues
• Canned Response Library: Store and organize scripts for quick access
• Dynamic Personalization: Auto-insert customer names, order details, and context
• Multilingual Support: Scripts automatically adapt to 40+ languages
• Performance Analytics: Track which scripts drive the best outcomes

Transform your live chat with consistent, professional responses. Start your free trial and see the difference.

Conclusion

Great chat scripts balance efficiency with authenticity. They give agents a foundation to work from while leaving room for personalization and genuine human connection.

Key takeaways:

• Start strong: Greetings set the tone for the entire conversation
• Be helpful, not scripted: Use templates as guides, not rigid rules
• Close thoughtfully: End conversations with clear next steps
• Iterate continuously: Track what works and refine over time

Use these 30 scripts as your starting point. Customize them to match your brand voice, and watch your customer satisfaction scores improve.