40 live chat message templates you can copy

Most chats on a small business website ask the same dozen things, in slightly different words. Answering them well every time is easier with good messages ready to go: you reply faster, every teammate sounds like the same friendly business, and you stop rewriting the same paragraph ten times a day.

Here are 40 messages to start from. Copy any of them with its button, swap the parts in [brackets] for your own details, and change the wording until it sounds like you.

Before you copy

• Sound like yourself. A template is a starting point. If your business is relaxed, be relaxed; if it's formal, be formal.
• Use names. Theirs, if they gave it, and yours. "I'm Sam, I'll help you with this" builds trust in a way "Agent" never does.
• Keep it short. Chat is a conversation. Two short messages read better than one long one.
• Always say what happens next. "I'll check and come back in two minutes" beats silence every time.

Welcome messages

The first thing visitors see when they open the chat. Say who's there and what they can ask about.

• Hi! You're talking to the team at [Business]. Ask us anything about [your service], and we'll answer here.

  Copy

• Hello! Questions about prices, availability or getting started? We're here to help.

  Copy

• Hi there 👋 We're a small team and we read every message. What can we help you with?

  Copy

• Welcome! Tell us a little about what you need, and we'll point you in the right direction.

  Copy

• Hi! Ask us anything. If we're busy, leave your email and we'll reply as soon as we can.

  Copy

Greeting bubbles

A short line beside the chat button that invites a conversation. Match it to the page, and keep it light.

• Got a question? We're online and happy to help.

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• Not sure which option fits? Ask us, it takes a minute.

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• Want a quote? Tell us what you need and we'll give you a price.

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• Questions about booking? We're here.

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• Looking for something? We can point you to it.

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Asking for details

When you need a little more before you can answer. Explain why you're asking.

• Happy to help! Could you tell me a bit more about what you're looking for?

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• So I can give you an accurate price, roughly how big is the job, and when would you like it done?

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• Could you share your email address? Then I can send you the details and follow up if we get cut off.

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• Which page are you on right now? That way I can see exactly what you're seeing.

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• Do you have a screenshot or a photo? You can send it right here in the chat.

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While you look into it

Never leave someone wondering if you're still there. Say what you're doing and how long it takes.

• Good question. Let me check that for you, it'll take a minute or two.

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• Thanks for waiting! I'm still on it and will be back with you shortly.

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• I want to get this right, so I'm checking with a colleague. Back in a few minutes.

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• This one needs a bit more digging. Can I email you the answer later today?

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• Sorry for the wait, it's busy right now. I'm with you as soon as I can be.

  Copy

Away messages

For outside your hours, or when nobody's free. Say when you'll answer and how they'll hear back.

• We're away right now. Leave your message and email, and we'll reply first thing tomorrow.

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• Thanks for getting in touch! Our team is online Monday to Friday, 9am to 5pm. We'll answer as soon as we're back.

  Copy

• We're out of the office for the weekend. Leave a message and we'll get back to you on Monday.

  Copy

• Everyone's busy helping other customers. Leave your question here and we'll reply within the hour.

  Copy

• We're closed for the holiday and back on [date]. Leave a message and we'll reply as soon as we return.

  Copy

Want help choosing when to show these? Read live chat when nobody's online.

Passing to a teammate

When someone else knows better. Tell the visitor who's coming, so the change doesn't feel like a brush-off.

• [Name] knows this best, so I'm passing you over. They'll see everything we've talked about, so you won't need to repeat yourself.

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• Great question for our [team]. I've passed it on, and they'll reply here shortly.

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• I'm handing you to [Name], who looks after bookings. They'll take it from here.

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• My shift is ending, so [Name] will carry on with you. They can see our whole conversation.

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Answers to common questions

Write your own versions of these once, and every teammate gives the same good answer.

• Our prices start at [price], and depend on [what changes it]. Tell me a little about what you need, and I'll give you an exact price.

  Copy

• Yes, we cover [area]. What's your postcode? Then I can confirm.

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• You can book here: [link]. Pick any free time that suits you, and you'll get a confirmation email.

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• We usually reply to emails within one working day. In this chat, during our hours, you'll hear back in a few minutes.

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• We have a step-by-step guide for that: [link]. If anything isn't clear, just ask me here.

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Closing the chat

End on something warm, and leave the door open.

• Is there anything else I can help you with today?

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• Glad we could sort that out! If anything else comes up, just open the chat again.

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• Thanks for chatting with us, [Name]. Have a great day!

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• I'll email you the details we talked about. Speak soon!

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• Happy to help. If you'd like a copy of this chat, you can send yourself a copy by email from the chat.

  Copy

• Thanks for your patience today. We really appreciate it.

  Copy

Save them as shortcuts

Copying from a page is fine for a day. After that, keep your best messages where you answer chats. In Quarito, they're saved replies: give each one a short name, like prices or book, and type / and the name in any chat to drop it in. They're shared with your whole team, so everyone gives the same answer.

Your welcome and away messages go in the chat itself: set them once in Chat Widget › Messages, and the chat shows the right one at the right time.

Keep them fresh

Once a month, read back through a few chats. Which answers made people ask a follow-up question? Those need rewording. Which questions came up that you have no saved reply for? Write one. And if the same question comes up again and again, put the answer on your website too, or in a help center visitors can search themselves.

New to live chat? Start with how to add live chat to your website, then try Quarito free.