Phone and chat scripts templates
Call openings, holds, transfers, voicemails, live chat macros and difficult-call phrases for any front line. 29 free templates. Open one to fill in the blanks and copy it.
Phone calls
Say the right thing on calls.
- Call greeting Snippet Answering the phone. Good morning, [Company], this is [Your name]. How can I help?
- Verify caller Snippet Security check. Before I look at your account, could you confirm your full name and date of birth?
- Put on hold Snippet Ask to hold. Would you mind if I put you on a brief hold while I check that? It should be about one minute.
- Return from hold Snippet Back on the line. Thank you for holding, [Name].
- Transfer call Snippet Warm transfer. I am going to transfer you to [Team], who can help with [Topic]. I will stay on the line to introduce you.
- Take a message Snippet When someone is out. [Person] is not available right now. Can I take a message and a number to call you back?
- Callback promise Snippet Commit to call back. I will call you back by [time now] today on [Number]. Is that okay?
- End call Snippet Wrap up. Is there anything else I can help with today? Thank you for calling [Company], [Name]. Have a great day.
- Voicemail greeting Snippet Your own voicemail. Hi, you have reached [Your name] at [Company]. I cannot take your call right now. Please leave your name,…
- Out of hours voicemail Snippet After hours. Thank you for calling [Company]. Our office is closed. Our hours are [Hours]. For urgent help, [Urgent].
- Voicemail to leave Snippet Leave a message. Hi [Name], this is [Your name] from [Company], calling about [Reason]. Please call me back on [Phone].…
- Wrong number Snippet Polite redirect. I think you may have the wrong number; this is [Company]. Who were you trying to reach?
Difficult calls
Calm words under pressure.
- Angry caller Snippet Acknowledge first. I can hear how frustrating this has been, and I am sorry. Let me make sure I understand, then I will tell…
- Cannot do that Snippet Say no helpfully. I am not able to [Request], but here is what I can do: [Alternative].
- Need time to check Snippet Buy time. That is a fair question, and I want to give you the right answer. Let me check with [Team] and call you back…
- Escalation offer Snippet Offer a supervisor. I would like to get my supervisor involved so we can resolve this properly. Can I put you on a short hold?
- Abusive caller Snippet Set a boundary. I want to help, but I cannot continue if the language stays like this. If it does, I will need to end the…
- Bad news on a call Snippet Deliver it clearly. I am sorry, I have some disappointing news: [News]. Here is what happens next: [Next].
- Silence on the line Snippet Check they are there. Hello, are you still with me?
Live chat macros
Short chat replies.
- Chat welcome Snippet Open a chat. Hi [Name]! 👋 Thanks for reaching out. How can I help today?
- Checking now Snippet While you look. Thanks! Let me check that for you, one moment.
- Share help article Snippet Link an article. This guide walks through it step by step: [Link]. Let me know if you get stuck.
- Need more details chat Snippet Ask for details. Could you share a bit more about what you are seeing, and when it started?
- Chat transfer Snippet Move to a specialist. I am connecting you with [Team], who can help with this. It should take about [Minutes] minutes.
- Inactive chat Snippet No reply. I have not heard from you in a few minutes, so I will close this chat. You can start a new one any time.
- Chat resolved Snippet Wrap it up. Great, glad that is sorted! Anything else I can help with?
- Chat rating ask Snippet Ask for a rating. Before you go, would you rate this chat? It helps us improve.
- Email follow-up from chat Snippet Move to email. I will follow up by email at [Email] with the details, so you have them in writing.
- Queue position Snippet Busy period. Thanks for your patience! You are number [Position] in the queue; we will be with you shortly.