Canned responses

Canned response examples for live chat

Canned response examples you can copy: what a canned response is, plus ready replies for shipping, returns, pricing, after hours and apologies.

By DataConfluxLab · Published 2026-10-06 · 4 min read

What is a canned response?

A canned response is a saved reply that an agent can send with one click, instead of typing the same answer again. In live chat it is most useful for questions that come up every day, such as shipping times, returns, pricing and how to install the widget. A good canned response saves time without making the visitor feel they are reading a script, because it is short, specific and easy to adapt.

The examples below are starting points. Replace the placeholders in curly braces with your own facts, read each reply out loud, and cut anything that sounds like a form letter. Keep the greeting personal and the answer direct.

Opening and greeting replies

The first reply sets the tone. Use the visitor's name when you have it, and say what you are going to do next, so they know the chat is moving.

• Hi {name}, thanks for getting in touch. Let me take a look at that for you.
• Thanks for waiting. I have the answer now, here it is.
• Hi {name}, I can see you are looking at {product}. What would you like to know about it?

Shipping and delivery

Shipping is the most common question for stores. Give the usual timeframe, say when the tracking email arrives, and offer to check a specific order if the visitor has one.

• Orders usually ship within {days} working days. You will get a tracking email as soon as it leaves us.
• Delivery to {region} normally takes {days} days. If you need it sooner, tell me the date and I will check the options.
• If you have an order number, send it over and I will check where it is right now.

Returns and exchanges

Returns questions often come from people who are worried about a purchase. Be clear about the window and the condition, and make the next step easy.

• You can return an item within {days} days of delivery, as long as it is unused. I can send you the return label now.
• If the size is wrong, we can exchange it. Tell me the size you need and I will check stock.

Pricing and plans

Pricing replies should state the number, what it includes and what it does not. A visitor who gets a clear answer is more likely to start a trial than one who gets a vague link.

• The plan is {price} a month, and it covers your whole team. There is no per-seat charge.
• You can start with a free trial of {days} days, and no card is needed until you decide to subscribe.
• Yes, that is included. If you want to see how it works, the features page lists everything on the plan.

Out of hours

When nobody is online, say so, give a clear time for the reply, and offer another route for anything urgent. Visitors who know when they will hear back are far less likely to leave.

• We are offline right now, but we read every message. Leave your question and we will reply by {time} tomorrow.
• Our team is back at {time}. If it is urgent, email {email} and mention your order number.

Apologies and delays

Apologies work best when they are specific. Say what you are doing about the problem, and give a time for the next update. Avoid apologising for something you have not yet checked.

• Sorry for the wait, {name}. I can see your question and I am working on it now.
• I am sorry this has caused a problem. Let me check what went wrong and tell you what happens next.
• Thank you for your patience. I will update you within {time} minutes.

Handing over to a colleague

A handover should feel smooth. The visitor should not have to repeat themselves, so make sure the colleague can see the whole conversation before you hand over.

• I am bringing in a colleague who can help with this. They will have the full conversation, so you do not need to explain again.

Closing the chat

• Glad that helped. Is there anything else I can check for you?
• Thanks for chatting with us. If you think of anything else, just send a message here.

How to keep canned responses useful

1. Keep each reply to a few lines, so it reads well on a phone.
2. Use curly-brace placeholders such as {days} or {price}, so nobody sends an unfilled template.
3. Review the list every month, because prices, shipping times and policies change.
4. Remove any reply nobody has used in three months, and add one for each new question you hear.

Once the list is in good shape, the next step is to make sure the replies still sound like a person wrote them. The guide on writing canned responses that sound human covers that. If you are still choosing a setup, the features page explains how canned responses fit into the shared inbox.