Canned responses: 100 templates and a generator

Hi [customer name], thanks for reaching out. I'm [agent name] and I'll help you with this. What can I do for you today?

Thanks for contacting [company]. We've received your message and will reply within [time frame]. Your reference number is [ticket number].

Thanks for your patience, [customer name]. We're answering more messages than usual today, and I'll get back to you as soon as I can, within [time frame] at the latest.

Welcome back, [customer name]. I can see your earlier conversation about [topic]. Is this about the same thing, or something new?

Thanks for your message. Our team is available [days] from [hours] [time zone]. We'll reply on the next working day. Many answers are in our help center: [help center link].

Thanks for getting in touch. To help you quickly, could you tell me a bit more about what you're trying to do and where you got stuck?

Hi [customer name], I'm [agent name] from the [team] team. I've read the conversation so far, so you don't need to repeat anything.

Hi, thanks for writing. I can help in [language]. Would you like to continue in [language], or should I find a colleague who speaks [other language]?

Happy to look into your account. For your security, please confirm the email address on the account and the [verification detail].

Thanks, [customer name]. Let me check this for you. It will take about [minutes] minutes, and I'll stay in this chat.

Your order [order number] shipped on [date] with [carrier]. You can track it here: [tracking link]. The expected delivery date is [date].

Your order [order number] is being prepared and will ship by [date]. You'll get an email with tracking as soon as it leaves our warehouse.

I'm sorry, your order [order number] is delayed because [reason]. The new expected delivery date is [date]. Thanks for your patience.

I'm sorry your package hasn't arrived. I've opened a trace with [carrier]. If it isn't found by [date], we'll [send a replacement / refund the order].

I can update the address while the order hasn't shipped. Please send the full new address, and I'll confirm once it's changed.

Your order has already shipped, so I can't change the address. You can ask [carrier] to redirect it with tracking number [tracking number].

I've cancelled order [order number]. You'll see the refund of [amount] on your [payment method] within [time frame].

I'm sorry you received the wrong item. We'll send [correct item] today, and here is a prepaid label to return the other one: [label link].

I'm sorry your [item] arrived damaged. Could you send a photo of the item and the box? Then I'll arrange a [replacement / refund] right away.

We ship to [countries]. Delivery takes [time frame], and customs fees may apply depending on your country. You'll see the shipping cost at checkout.

You can return items within [number] days of delivery. Start your return here: [returns link]. Once we receive the item, we'll refund you within [time frame].

I've emailed you a prepaid return label for order [order number]. Please pack the item securely and drop it off at any [carrier] location.

We've received your return for order [order number]. Your refund of [amount] is on its way and should appear within [time frame].

Your order was delivered on [date], which is outside our [number]-day return window. I'm not able to accept a return, but I can [offer alternative].

I've refunded [amount] to your [payment method]. Depending on your bank, it can take [time frame] to show on your statement.

The refund was sent on [date] with reference [reference]. Banks usually take [time frame] to show it. If it isn't there by [date], let me know and I'll follow up.

I've issued a partial refund of [amount] for [reason]. The rest of the order stays as it is. Let me know if you have any questions.

I can exchange [item] for [new item or size]. I'll ship the new one once the return is scanned by the carrier, so you won't wait for it to reach us.

This item was marked as final sale, so it can't be returned. If there's a problem with it, send me a photo and I'll see what we can do.

I've cancelled your subscription and refunded [amount] for the unused period. You'll keep access until [date].

Here is the invoice for [month or order number]: [invoice link]. You can download all your invoices from [billing page] at any time.

Your last payment for [plan] didn't go through. Please update your card here: [billing link]. Your account stays active until [date].

I'm sorry about that. I can see two charges of [amount] on [date]. I've refunded the duplicate, and it will show within [time frame].

You can change your plan from [billing page]. The new price of [amount] applies from [date], and any difference is [prorated / charged next period].

I've cancelled your subscription. You'll keep access until [date], and you won't be charged again. You can restart it any time from [billing page].

The price of [plan] changes to [amount] from [date] because [reason]. Your current price stays until then. If you'd like to switch plans, I can help.

You can add your [VAT / tax] number in [billing page]. It will appear on invoices issued after you save it. I can't change invoices that were already issued.

We accept [payment methods]. You can change your payment method at any time in [billing page].

Your trial ends on [date]. After that, [plan] costs [amount] per [period]. If you don't want to continue, you can cancel before then in [billing page].

Thanks for asking. [We don't offer discounts on this plan / We offer [discount] for annual billing]. Here is how to switch: [link].

You can reset your password here: [reset link]. The link is valid for [time]. If the email doesn't arrive, check your spam folder.

Your account was locked after several sign-in attempts. It unlocks automatically after [time]. You can also reset your password now: [reset link].

For security, the account owner can change the email in [settings page]. If you no longer have access to the old address, I'll need to verify your identity first.

If you lost your two-factor device, use one of your backup codes to sign in. If you don't have them, I'll need to verify your identity with [method].

I can delete your account and its data. This can't be undone. Please confirm by replying "delete my account" from the email address on the account.

You can download your data from [settings page]. The export includes [what it includes]. Let me know if you need anything that isn't in it.

Admins can invite team members from [team page]. Each invite is sent by email and expires after [time].

I understand. To transfer ownership, we need [verification requirement] from someone with authority at [company]. Here is how to send it: [link].

Thanks for telling us. I've signed out all sessions on your account. Please reset your password now and turn on two-factor authentication.

I can't share account details in chat, but if you send me the email addresses you might have used, I'll tell you which one has an account.

Sorry you ran into this. Could you send: 1) the steps you took, 2) what you expected, 3) what happened, and 4) a screenshot if you can?

Thanks, I could reproduce the problem. I've passed it to our engineers with your details. I'll update you when there's a fix.

While we fix this, you can [workaround]. It's not ideal, but it will let you [goal] for now.

Good news: the issue with [feature] is fixed as of [date]. Please refresh the page and try again, and let me know if you still see it.

This is often caused by an old version stored in your browser. Please try a hard refresh ([keys]) or a private window, and tell me if it helps.

[Product] works on the current versions of [browsers]. Could you tell me which browser and version you're using?

Thanks for the details. Could you check that the [integration] connection is still active in [settings page]? Reconnecting it fixes most sync problems.

Thanks for flagging this. [Feature] works this way on purpose because [reason]. I understand it's not what you expected, so I've shared your feedback with the product team.

To dig deeper, could you send the [log or error ID] from [where to find it]? It contains no passwords, only technical details.

I tried the same steps and couldn't see the problem. Could we try a quick screen share, or could you send a short recording?

Thanks for the idea. I've shared it with our product team, including your use case. I can't promise a date, but I'll let you know if it's planned.

Good news: you can already do this. Here's how: [steps or link].

This is on our roadmap. I don't have a date yet, but I've added you to the list of customers to tell when it ships.

Thanks for the suggestion. It isn't something we plan to build, because [reason]. Some customers use [alternative] for this.

Thank you, [customer name]. It means a lot to the team. I've shared your message with them.

Thanks for being honest. I'm sorry [product] fell short on [topic]. I've passed your comments to the team, and here's what I can do now: [action].

Glad that worked out. If you have a minute, a short review on [site] helps other teams find us: [link]. No pressure at all.

Thanks for your survey answer. You mentioned [topic]. Could you tell me a bit more, so we can fix the right thing?

We're testing [feature] with a small group. Would you like to try it before it's released? You can opt out at any time.

You asked for [feature] on [date]. It's now live: [link]. Thanks for the suggestion.

This needs a [team] specialist. I've passed your case to them with all the details, and they'll reply within [time frame].

I understand. I've asked [manager name or role] to review this. They'll contact you by [time or date]. In the meantime, I'm still here to help.

Hi, I'm [agent name]. I've read your conversation with our assistant, so you don't need to repeat anything. Let's sort this out.

A call might be quicker. Could you share a phone number and a few times that work for you? We're available [days and hours].

Thanks for your request. I've sent it to our [privacy / legal] team, who handle these. They'll reply to you directly within [time frame].

A quick update on [ticket number]: the [team] team is still working on it. I'll write again by [date], or sooner if there's news.

I've marked this as urgent and alerted the [team] team. You'll hear from them within [time frame].

It looks like this is about [other service], which we don't run. Their support team can help here: [link].

Thanks for reporting this. I've passed it to our security team, who will look at it as a priority. Please don't share the details publicly until we've reviewed it.

I'm sorry your experience led to a complaint. I've logged it with reference [reference], and [role] will review it and reply by [date].

I'm sorry for the slow reply, [customer name]. Thanks for waiting. Here's the answer to your question: [answer].

We're aware of a problem affecting [feature] since [time]. Our team is working on it. Live updates are here: [status page link].

The problem with [feature] was fixed at [time]. Everything should work normally now. Sorry for the disruption.

You're right, and I'm sorry. We made a mistake with [issue]. Here's what I've done to fix it: [action].

[Product] will be unavailable on [date] from [time] to [time] [time zone] for planned maintenance. No action is needed from you.

[Item] is out of stock right now. We expect it back on [date]. Would you like to wait, switch to [alternative], or cancel for a full refund?

To make up for the trouble, I've [added a credit of amount / applied a discount] to your account. Thanks for sticking with us.

I'm sorry this happened again. I've linked your earlier tickets so the team sees the full history, and I'm following this one personally.

I'm sorry, I'm not able to help with [request] because [reason]. What I can do is [alternative].

Because of [reason], replies are taking about [time frame] right now. Your message is in the queue and we'll get to it.

Is there anything else I can help you with today?

Glad that's sorted, [customer name]. If anything else comes up, just reply here and we'll pick it up.

I haven't heard back, so I'll close this ticket for now. If you still need help, reply to this email and it will reopen.

Hi [customer name], just checking in: is [issue] still working fine after the fix on [date]?

Thanks for chatting with us. You'll get a one-question survey about this conversation. It takes a few seconds and helps us improve.

Here are a few articles that might help next time: [link 1], [link 2]. You can also search our help center: [help center link].

This chat has ended. A copy of the conversation is in your email. Thanks for contacting [company].

Thanks again for your patience while we worked on this. I'm closing the ticket, but feel free to reply if anything changes.

Your [plan] renews on [date] for [amount]. Nothing is needed if you'd like to continue. You can change or cancel in [billing page].

My shift is ending, so [colleague name] will continue with your case. I've passed on everything, so you won't need to repeat yourself.