Saved replies & macros library

Your default opener on a fresh conversation.

Hi [Customer Name], thanks for reaching out to [Company Name]. I'm [Agent Name] and I'll be helping you today. Tell me a bit more about what's going on and I'll get you sorted.

Someone you've helped before is back.

Welcome back, [Customer Name] — good to hear from you again. I'm [Agent Name]. What can I help you with today?

Volume is high and replies are slower than usual.

Hi [Customer Name], thanks for your patience — we're seeing higher volume than usual today. I'm [Agent Name] and I'm on it now. Give me a moment to look into this for you.

Sent automatically when your team is offline.

Thanks for contacting [Company Name]. Our team is offline right now and will be back [Hours/Days]. We'll reply by [Estimated Response Time]. For quick answers in the meantime, our help center is here: [Help Center URL].

A visitor lands on a key page and you reach out first.

Hi there 👋 I'm [Agent Name] from [Company Name]. If you have a question about [Product/Page], I'm happy to help — just type it here.

Confirm you've got it before you dig in.

Thanks for flagging this, [Customer Name]. I'm looking into [brief description] now and I'll come back to you shortly with what I find.

You need a few seconds to check something.

One moment while I pull up your account and check on that for you.

The answer needs real digging mid-chat.

This one needs me to dig into our system, so it'll take me about [Number] minutes. I'll stay right here and update you as soon as I have something. Thanks for hanging on.

An emailed request you can't resolve on the spot.

Hi [Customer Name], I've received your request about [Topic] and passed it to the right person on our team. We'll have an update for you by [Date]. If anything changes before then, I'll let you know.

The message is too vague to act on.

Happy to help with this, [Customer Name]. So I can get it right the first time, could you tell me a little more about what you're seeing — and what you expected to happen instead?

You need an order or account to look anything up.

Thanks for reaching out, [Customer Name]. To find your details, could you share your order number or the email address on the account? Once I have that, I can take a proper look.

A visual will be faster than a back-and-forth.

A screenshot would help me pin this down quickly — could you send one showing [what you're seeing], including any error message? You can attach it right here.

Before suggesting steps, find out what's been done.

Thanks, [Customer Name]. So I don't send you in circles — have you already tried [common step]? Knowing what you've done so far helps me point you straight to the fix.

Reassure a customer their order went through.

Good news, [Customer Name] — your order [Order Number] is confirmed and being prepared. You'll get a shipping email with tracking the moment it's on its way. Anything else I can check while I'm here?

The order is on the move and they want tracking.

Hi [Customer Name], your order [Order Number] shipped on [Date] and is on its way. You can follow it here: [Tracking Link]. Estimated delivery is [Date].

A shipment is running late.

Hi [Customer Name], I'm sorry — order [Order Number] is running behind. The new estimated delivery date is [Updated Date]. If that timing causes a problem, reply here and we'll make it right.

An item they want isn't available right now.

Hi [Customer Name], [Product Name] is out of stock at the moment, with more expected by [Date]. I can hold your order until then, swap it for [Alternative Product], or refund you in full — whichever you'd prefer.

Tracking says delivered but the customer has nothing.

Sorry for the worry, [Customer Name]. Tracking shows order [Order Number] as delivered on [Date], but I know that doesn't help when it's not in your hands. Could you check with anyone who may have taken it in and any safe spots near your door? If it's still missing after [Number] hours, reply here and I'll open a claim and sort a replacement or refund.

Confirm a return request and the next steps.

All set, [Customer Name] — I've started the return for order [Order Number]. Please send the item to [Return Address] within [Number] days. Once it arrives, we'll process your [refund/exchange] within [Timeframe] and email you a confirmation.

A refund has gone through.

Hi [Customer Name], your refund of [Amount] for order [Order Number] has been processed. It usually takes 3–5 business days to show on your statement, depending on your bank. Let me know if you don't see it by then.

They're asking whether they can still return.

Good question, [Customer Name]. Our return window is [Number] days from delivery. Order [Order Number] was delivered on [Delivery Date], so you have until [Deadline Date]. To get started, head to [Returns URL] or just reply here and I'll set it up for you.

An order or subscription cancellation is done.

Done, [Customer Name] — [order/subscription] [Reference] is cancelled, effective [Date]. You won't be charged again. If there's anything that would have made you stay, I'd genuinely like to hear it.

Swapping one item for another.

Happy to swap that for you, [Customer Name]. I've set up an exchange of [Original Item] for [New Item] on order [Order Number]. Send the original back to [Return Address] within [Number] days and we'll ship the replacement as soon as it arrives — or right away if you'd like, and we'll just keep an eye out for the return.

Someone is locked out of their account.

Hi [Customer Name], let's get you back in. Head to [Password Reset URL] and enter the email on your account — you'll get a reset link within a few minutes (check spam if it's slow). If it still won't go through, reply here and I'll sort it from my side.

They don't recognize a charge on their statement.

I've pulled up your account, [Customer Name]. The charge of [Amount] on [Date] was for your [Plan/Item] [renewal/purchase]. I can send a copy of the invoice to the email on file or another address — just say the word. If it still doesn't look right, I'll dig deeper.

A customer is moving between plans.

All done, [Customer Name] — I've moved you from [Previous Plan] to [New Plan]. The change takes effect [immediately / on your next billing date, [Date]], and your new rate will be [New Rate]. Anything else you'd like me to adjust?

A card was declined and the account is at risk.

Hi [Customer Name], a heads-up: your recent payment of [Amount] didn't go through, usually a card that's expired or a temporary bank hold. To keep [Service] active, you can update your card here: [Billing URL]. We'll retry automatically on [Date]. Reply here if you'd like a hand.

A customer is closing their account.

I've processed your account closure, [Customer Name]. Access stays active until [End Date], so you have time to export anything you need first — here's how: [Export Link]. We're sorry to see you go. If there's something we could have done better, I'd really like to know.

A bug report you can triage with a few quick checks.

Thanks for the report, [Customer Name]. Before we go deeper, let's rule out the quick stuff: 1. [Step 1] 2. [Step 2] 3. [Step 3] Do any of those clear it up? If not, tell me what you see after step 3 and we'll take it from there.

The problem is one your team is already on.

Hi [Customer Name], thanks for flagging this — you've spotted a known issue affecting [Feature], and our team is on it now. Nothing's broken on your end, and you don't need to do anything. I'll let you know the moment it's fixed, and you can follow live updates here: [Status Page URL].

Confirm a genuine bug has been filed.

Great catch, [Customer Name] — that's a bug, and I've logged it with our engineering team along with the details you shared. I'll update you here as it moves. In the meantime, a workaround that should keep you going is [Workaround].

A fix isn't ready but there's a way around it.

While we work on a proper fix, [Customer Name], here's a workaround that should unblock you: [Workaround steps] It's not the final answer, but it'll keep you moving. I'll come back the moment the permanent fix ships.

Confirm a fix landed and check it's truly solved.

Hi [Customer Name], the fix for [Issue] is now live. Could you try again and confirm it's working on your end? If anything still looks off, reply here and I'll jump back in.

Hand a case to a higher tier.

Hi [Customer Name], I'm escalating this to our [Tier 2 / Engineering] team, who have the deeper access this needs. They'll be in touch within [Timeframe]. I've attached everything to ticket [Ticket Number], so you won't have to explain it all again.

Mid-chat, someone else is better placed to help.

I'm going to bring in our [Department] team, who handle this kind of request day to day. I've added a note with everything so far, so you won't need to repeat yourself. [Agent Name] will be with you in just a moment.

A support chat surfaces a buying or upgrade question.

Pricing and plan options like this are best handled by the team who set them up, [Customer Name]. I've looped in [Sales Contact / Team], and they'll reach out to walk you through [Topic]. I've shared the full context, so you can pick up right where we left off.

A customer asks for a manager, or the case warrants one.

Absolutely, [Customer Name] — I've asked my manager, [Manager Name], to step in and review this personally. They'll follow up with you by [Date]. I've made sure they have the full history so nothing gets lost.

Own a mistake clearly, without excuses.

I'm sorry, [Customer Name] — this wasn't the experience we want you to have, and I understand the frustration. Here's what I'm doing to put it right: [Action]. Thank you for giving us the chance to fix it.

First reply to an unhappy customer.

Thank you for telling us about this, [Customer Name] — I'm genuinely sorry you've had this experience. I want to get it resolved properly, so could you share a bit more about [Specific Aspect]? I'll look into it straight away.

You need time to investigate a serious issue.

I take this seriously, [Customer Name], and I'm looking into exactly what happened with [Issue]. I'd rather give you a real answer than a quick one, so I'll come back to you by [Date] with what I find and how we'll make it right.

Close the loop on a complaint with a concrete fix.

Here's where we've landed, [Customer Name]: [Resolution]. This will be done by [Date]. I'm sorry again for the trouble — it's not the standard we hold ourselves to, and I appreciate your patience while we sorted it.

Go the extra step to win back goodwill.

Beyond fixing the issue itself, [Customer Name], I'd like to make up for the hassle with [Offer — e.g. credit / discount / replacement]. It's the least we can do for the inconvenience. You'll see it [where/when]. Thank you for sticking with us.

Check for loose ends before wrapping up.

Glad I could help with that, [Customer Name]. Is there anything else I can sort out for you while we're here?

End a resolved live chat warmly.

I'll close out our chat here, but you're always welcome back — just start a new message anytime. Take care, [Customer Name], and thanks for choosing [Company Name].

Nudge a quiet ticket before closing it.

Hi [Customer Name], just following up on ticket [Ticket Number] about [Topic]. Is everything working on your end now? If you're all set I'll close it out in 48 hours — and if you still need a hand, simply reply and we'll pick right back up.

Confirm a ticket is solved and closed.

Hi [Customer Name], your ticket [Ticket Number] about [Topic] is resolved and now closed. If anything related comes up, just reply to this email and it'll reopen — no need to start over. Thanks for your patience.

Ask how you did after closing a conversation.

Thanks for your patience today, [Customer Name]. If you have 30 seconds, I'd love to know how I did — your feedback helps us get better: [CSAT Survey Link]. Either way, it was a pleasure helping you.

Invite a happy customer to leave a public review.

So glad that worked out, [Customer Name]! If you have a moment, a quick review really helps other people find us: [Review Link]. No pressure at all — and thank you for being a customer.

Someone suggests something you don't yet offer.

I really like this idea, [Customer Name] — [Feature] isn't something we offer yet, but I've passed your request to our product team and added your vote. I can't promise a date, but I'll let you know if it ships. Thanks for helping shape where we go.

Reward a long-standing or repeat customer.

It's customers like you that make this worth doing, [Customer Name] — thank you for being with us. As a small thank-you, here's [Offer] on your next [purchase/renewal]: [Link]. Enjoy, and reach out anytime.