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Canned responses examples for customer service

Saved replies for the questions you answer every day, sorted by situation. Copy one as it is, personalize it for one customer, or paste your own draft and rewrite it.

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Greetings and first response

The first reply sets the pace. Say who is answering, show you read the message, and say what happens next.

Live chat greetingA visitor opens a chat with a question
Hi [customer name], this is [your name] from [business]. I've read your message about [topic] and I'm checking it now. Give me a minute or two.
Email: we're on itA new ticket that needs some work before you can answer
Hi [customer name], thanks for writing in about [topic]. I'm [your name] and I'll look after this. I need to check [what you are checking] with [team], and I'll reply by [day and time] with an answer or an update.

Order status and shipping

The most-asked question in most online stores. Lead with the fact: where the order is and when it arrives.

Where is my order: on its wayThe order has shipped and tracking is moving
Hi [customer name], your order [order number] left us on [date] with [carrier]. Tracking number [tracking number], and you can follow it here: [tracking link]. The carrier expects to deliver it by [date].
Not shipped yetThe order is still being prepared
Hi [customer name], your order [order number] is being packed and should ship by [date]. You'll get an email with the tracking link as soon as it leaves us. If you need it by a particular date, tell me and I'll check what's possible.

Returns and refunds

Give the window, the steps and the timing in one message, so the customer doesn't have to ask three times.

How to start a returnThe customer asks how to send something back
Hi [customer name], you can return [item] within [number] days of delivery. Start here: [returns link]. You'll get a label by email. Pack the item [condition], drop it at [drop-off point], and we'll refund you within [number] business days of receiving it.
Return receivedThe returned item has arrived
Hi [customer name], your return for [order number] arrived today. We've checked it and refunded [amount] to your [payment method]. You'll see it within [number] business days, depending on your bank.

Billing and payments

Money questions make people anxious. Name the amount and the date, explain what the charge is, and say when it resolves.

Charged twiceTwo charges for one order
Hi [customer name], I can see two charges of [amount] on [date]. The second one was a duplicate, and I've refunded it today, reference [refund reference]. Your bank usually shows the refund within [number] business days. I'll check again on [date] to make sure only one charge remains.
Payment failedA card payment didn't go through
Hi [customer name], your payment for [plan or order] on [date] didn't go through. The bank gave the reason as [reason]. You can update your card here: [billing link]. Your [account / order] stays [active / reserved] until [date].

Account and login

Be helpful and careful at the same time. Never ask for a password, a full card number or a one-time code.

Password resetThe customer can't remember their password
Hi [customer name], you can reset your password here: [reset link]. The link works for [number] minutes. If the email doesn't arrive, check spam and promotions, and make sure it's going to [the email on the account]. We'll never ask you for your password.
Account lockedToo many failed sign-in attempts
Hi [customer name], your account was locked after several failed sign-ins, to protect it. It unlocks by itself at [time], or you can reset your password now to get straight back in: [reset link].

Product questions

Answer the question, then add the one thing they need to know to succeed with it.

How to do somethingA how-to question with a short answer
Hi [customer name], here's how: 1. [step] 2. [step] 3. [step] There's a short guide with screenshots here: [link]. If it looks different on your screen, send me a screenshot and I'll point to the right place.
Will it work with mine?A compatibility question
Hi [customer name], yes, [product] works with [their device or system] from [version] on. The one thing to know is [limitation]. The setup guide is here: [link].

Delays and outages

Say what is affected, what is not, what you are doing, and when the next update comes. Silence makes delays feel longer.

Known outageSomething is down and you know about it
Hi [customer name], you're right: [feature] isn't working for some customers since [time and time zone]. Our engineers are on it. Your data is [safe / not affected]. Updates are posted here: [status page], and I'll reply to you when it's fixed.
Reported, not confirmed yetYou're still finding out if there is a wider problem
Hi [customer name], thanks for telling us. I'm checking now whether this is affecting others or just your account. I'll update you within [time]. If you can, send a screenshot of what you see.

Complaints and upset customers

Use these as a starting point only. Read the whole message, then change the line that responds to what they said.

First reply to a complaintA customer complains and you need time to check
Hi [customer name], thank you for telling us. [Restate what happened in one sentence], and that shouldn't have happened. I'm looking into [specific thing] now and will reply by [time] with what went wrong and what we'll do about it.
We got it wrongThe mistake was yours
Hi [customer name], you're right: we [what went wrong]. I'm sorry. I've already [fix done], and [what else you will do]. If this cost you [time / money], tell me and I'll see what we can do.

Closing and follow-up

A clear close tells the customer the problem is solved, or exactly what happens next if it isn't.

Checking it's solvedYou've given an answer and want to confirm
Does that solve it, [customer name]? If anything still isn't working, reply here and I'll pick it straight back up.
Ending a chatThe conversation is finished
I'll close this chat now. If you need anything else about [topic], start a new chat or reply to the transcript email, and you'll reach us. Have a good [day / evening].

Sales and pre-sales

Someone asking before they buy wants a straight answer and one next step. Answer, recommend, and offer the link.

Pricing questionA visitor asks how much it costs
Hi [customer name], [plan or product] is [price] [per month / one time] and includes [the two or three things that matter most]. Most [type of customer] start with [plan] because [reason]. Would you like the link to start, or a quick call to check it fits?
Booking a demoThe visitor wants to see it first
Hi [customer name], happy to show you. Pick a time that suits you here: [booking link]. It takes [length], and if you send me [what to prepare] beforehand, I'll show it with your own example.

Put this on your website

Build a support agent from your site

Your own AI agent answers questions like this on your website, day and night, from your own pages and documents, and passes the hard ones to you. Paste your address to see it learn your site. No account needed.

What a canned response is

A canned response is a reply you write once and reuse for a question you answer often, such as "Where is my order?" or "How do I reset my password?". A good canned response names the customer, confirms their specific problem, gives the fact or link they need, and ends with one next step. Keep [slots] for order numbers and dates, and change at least one sentence for every customer.

Every team calls them something different: saved replies, macros, snippets, quick replies, templates. They all do the same job. They save you typing the same answer twenty times a day, and they keep the facts in those answers the same from one agent to the next.

Find the situationSearch for a word such as "refund" or "password", or pick a situation above the list.
Copy it, or personalize itCopy the entry as it is, or press Personalize and add the customer's name, your business and the facts. The AI fills the slots it can and leaves the rest in brackets.
Fill every slotReplace each [square-bracket] slot with the real fact before you send. A reply that still says [order number] tells the customer it came from a template.
Rewrite your own draftOpen Rewrite my reply, paste a reply you wrote, and get a version that names the problem once, keeps every fact you wrote and ends with one next step.
Save the ones you usePaste the final text into your help desk's saved replies, under a name that says the situation, such as "Refunds / Refund issued".

How to write canned responses that don't sound canned

Customers spot a canned reply when it could have been sent to anyone. The fix is not to avoid templates. It is to write them so the specific part does the work.

Open with their situation, not your greeting. "Your order 4821 left us on Monday" reads as written for them. "Thank you for contacting us" does not.
Put a slot wherever a specific fact goes: [order number], [date], [what they already tried]. A template with no slots is a form letter.
Answer first, explain second. The fact they asked for belongs in the first two sentences.
Apologize once at most, and only for something that actually went wrong.
End with one next step and a time: what you will do and when, or what they need to do.
Write the way your team talks. If nobody on your team would say "We apologize for any inconvenience caused" out loud, don't save it.
Change one sentence every time. Read their message again and adjust the line that responds to it.

Sounds canned	Sounds written for them
Thank you for reaching out to us. We have received your inquiry and will respond at our earliest convenience.	Hi Lena, I've got your message about the missing charger. I'm checking with the warehouse and will reply by 3 pm today.
We apologize for any inconvenience this may have caused.	You waited four days for an answer, and that's too long. Here it is.
Please be advised that refunds take 5 to 10 business days.	We refunded you on Tuesday. Your bank should show it by next Wednesday at the latest.
Is there anything else I can help you with today?	Does that fix it? If the button is still grey, send me a screenshot and I'll look at your account.

The shape of a reply you can reuse

Most good canned responses follow the same four parts. Save the pattern, and new templates become quick to write and easy to check.

A pattern for any canned response

Hi [customer name],

[One line that shows you read their message: the order, the error, the date.]

[The answer, or the fact they asked for, with the link if there is one.]

[What happens next: who does it, and by when.]

[Your name]
[Business]

Live chat drops the sign-off and keeps each part to one sentence.

Part	Why it matters	Example
Their situation	Proves a person read the message	Your order 7702 shipped on 3 October.
The answer	It is what they came for	It's with the carrier and due on Thursday.
The next step	Stops the follow-up "any update?"	If it isn't there by Friday, reply and I'll send a replacement.
Your name	People write back more calmly to a person	Priya, Northwind Coffee Roasters

How to organize a canned response library

A library nobody can find things in gets ignored, and agents go back to typing from memory. A few habits keep it usable.

Start with the questions you answer every day. For most teams that is ten to fifteen replies, not a hundred. Add more only when a question keeps coming back.
Name each reply by situation, then by case: "Shipping / Tracking stuck", "Billing / Charged twice". Agents search by the problem, not by a clever title.
Use short shortcuts if your tool supports them, such as /ship-late or /refund-done, and keep them consistent.
Give every folder one owner who updates it when a policy, a price or a delivery time changes.
Date each reply when you change it. Review anything older than six months, and delete what nobody uses.
Keep one language version per reply, and write each one natively rather than translating word for word.

Folder	Replies in it	Who keeps it current
Greetings	First reply, after hours, busy day, wrong team	Support lead
Orders and shipping	On its way, stuck, delivered but missing, address change	Operations or fulfillment
Returns and refunds	How to return, refund issued, outside the window	Whoever owns the returns policy
Billing	Charged twice, failed payment, invoices, cancellations	Finance or billing
Product	How-tos, compatibility, feature requests, bugs	Product or a senior agent
Incidents	Outage, fixed, maintenance	Engineering on call, with support

When not to use a canned response

Templates make the easy replies faster. In some conversations they make things worse, because the customer already feels unheard and a stock answer proves it.

The customer wrote a long, upset message. Answer what they said in your own words, then use a template for the facts.
They already got that template and it didn't help. Sending it again tells them nobody read their reply.
Something personal is involved: a death, an illness, a safety concern, a legal threat. Write from scratch, and pass legal or safety matters to the right person.
The answer depends on their account and you haven't looked yet. Look first.
The policy in the template has changed. Fix the template before you send another one.

For the hard ones, start from an empathy statement rather than a full template, and add the facts yourself. The empathy statements library has openers for each of these situations.

Canned responses by channel

Channel	Length	Greeting and sign-off	What to watch
Live chat	One to three short sentences per message	First name, no sign-off	Send the answer in parts rather than one long block
Email	Three to six sentences	Greeting and your name	Put the answer in the first paragraph, not after the pleasantries
Direct messages on social apps	Under 300 characters	First name, no sign-off	Never ask for passwords, card numbers or codes
Public comments and reviews	One or two sentences	Their first name, your name	No order details or personal data in public; move it to a private channel
Text and WhatsApp	One or two sentences	Business name at the start	Include how to reach a person if the message is automated

The first replies to save, by type of business

Business	Save these first
Online store	Where is my order, tracking stuck, how to return, refund issued, wrong item, customs charges
Software and apps	Password reset, two-step verification, how-to steps, bug report, plan change, cancellation
Restaurants and cafes	Opening hours, table booking, allergen questions sent to staff, delivery area, large group booking
Hotels and travel	Booking changes, check-in times, cancellation terms, payment questions, special requests
Clinics, salons and studios	Book or move an appointment, running late, what to bring, prices sent as [price] slots
Courses and coaching	Course start dates, payment plans, access problems, certificates, refunds before the start date
Agencies and services	Quote follow-up, project status, invoice copies, scope changes, booking a call

Questions about health, allergies or legal terms should always get a reply checked by the person responsible, not a template alone.

Common mistakes

Leaving a slot in: "Hi [customer name]" is the fastest way to tell someone they got a template. Read the reply once before you send it.
The wrong name. Check the name in the reply matches the name on the message, especially after copying from another ticket.
An old policy. A template that still says "30 days" after you moved to 14 days creates a second complaint.
"Thank you for your patience" to someone who had no choice but to wait. Say what happened instead, and thank them for something they actually did.
Asking for details they already gave. Read the thread first.
Stacking apologies. One sorry for the real problem is enough; three sound automatic.
Answering a different question. A refund template sent to someone asking about an exchange sends the conversation round twice.

How an AI agent answers the same questions from your website

A canned response still needs a person to read the message, choose the reply and fill in the slots. An AI customer service agent does that step for the questions your website already answers. It reads your pages, documents and FAQs, replies in the tone you set, and fills in the facts from your own content instead of from a template. It doesn't invent prices or policies, and it hands the chat to a person on the topics you choose, such as refunds or complaints.

A return question on a store's website, at 11:40 pm

hi can i still return the boots i got last week? they're too small

Yes. You have 30 days from delivery to return unworn shoes, so you're well within the window. Start the return on the Returns page and you'll get a free label by email. Would you like to swap them for a bigger size instead?

Searched knowledge: return window shoes

From the page: Returns and exchanges

actually i want my money back, and the box got thrown out

Our returns page doesn't say whether a return without the original box is accepted, so I've passed this to the team to confirm. They're back at 9 am and will reply here and by email.

Handed to a person: refund

Let the agent answer

Order and delivery questions your pages cover
Return windows and how to start a return
Opening hours, prices and plans from your site
How-to questions from your help pages

Keep for your team, with canned responses

Refund decisions and exceptions
Complaints and upset customers
Anything that needs a look at one account
Personal or sensitive situations

Answer the repeat questions at 2 a.m. too

Build a support agent from your own website pages. It answers from what you publish and hands the rest to your team.

See the AI customer service agent

Questions people ask

What is an example of a canned response?

A reply to "Where is my order?": "Hi [customer name], your order [order number] left us on [date] with [carrier]. You can follow it here: [tracking link]. It should arrive by [date]." The slots are filled for each customer, so the reply is the same in structure but specific in its facts.

Are canned responses bad for customer service?

Not when they are written well and used for the right questions. They keep answers fast and consistent. They hurt when they are sent unchanged to someone who is upset, when a slot is left unfilled, or when they answer a different question from the one the customer asked.

What is the difference between a canned response, a saved reply and a macro?

A canned response and a saved reply are the same thing: stored text you insert into a message. In many help desks a macro can also act on the ticket, for example set its status, add a tag or assign it to a team, as well as inserting the text.

How many canned responses should a support team have?

Start with the questions you answer every day, often ten to fifteen. Add a reply only when a question keeps coming back, and remove replies nobody has used in months. A short library that is kept current is more useful than a long one that is out of date.

How do I make canned responses sound more human?

Open with the customer's situation, put slots where specific facts go, answer in the first two sentences, apologize once at most, and end with a clear next step. Then change one sentence for each customer so it responds to what they actually wrote.

Can an AI chatbot replace canned responses?

For questions your website and documents already answer, an AI agent can reply directly, at any hour, with the facts filled in from your content. Your team still needs canned responses for the conversations a person should handle: refunds, complaints and anything that needs a judgment.

Keep reading

For AI agents

Build it with your AI agent

Give an agent your site and it can create the chatbot, read your pages and test it through LuckPanda's API and MCP. It prepares the work; going live stays with you.

Use LuckPanda's MCP server (https://luckpanda.app/mcp) to build a website chatbot for me. Ask for my website address, call chatbot_create_from_website with it, wait until the pages are learned (chatbot_source_list), then run a few test questions with chatbot_test_message and show me the answers. Do not put it live: I will do that myself.

Instructions for AI agents

Needs a LuckPanda agent key (Settings › Developers) with the chatbot.manage grant. MCP endpoint: https://luckpanda.app/mcp (Streamable HTTP, bearer key).

chatbot_create_from_website { url }: creates a draft chatbot named after the site and starts reading it.
chatbot_source_list: pages learned, failed or skipped, with a reason for each.
chatbot_test_message: asks the bot a question as the owner. Test chats never email anyone.
Going live (chatbot_update with status live) is a person's action; an agent gets APPROVAL_REQUIRED.

Try it on your website

Paste your address and watch the chatbot learn your pages. No account and no card.

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