Chatbot script templates for an AI agent, step by step
Chatbot script templates for an AI website chatbot: the words for each of 7 steps, from a greeting with an AI disclosure to a handoff summary and a closing with a rating. Plus the flow block for the agent's instructions, 12 tests, a filled example, Word and Excel.
Made by Anatolii Ulitovskyi 
Fact-checked by RH Fardin Updated 1. Greeting: AI disclosure, scope and suggested replies
Disclose firstThis chatbot script template starts with the one message you write word for word: the greeting. It holds an AI disclosure in the first sentence, what the agent can do, who takes over, and one open question with 3 or 4 suggested replies. Who the agent is belongs in the AI agent persona guide.
First message (fill in)Hi, I'm bot name, the AI assistant for business. I can help with task 1, task 2 and task 3, and name from our team takes anything I can't. What can I help with?
Suggested replies (3 or 4 buttons)Most asked question, 2 or 3 words
Book or get a quote
Second most asked question
Talk to a person
Variant: most chats arrive after hoursHi, I'm bot name, the AI assistant for business. I answer questions about tasks at any time. Our team is in days and hours and replies to anything I can't answer. What can I help with?
The visitor's first message
| If the visitor | The agent |
|---|---|
| Asks a full question | Answers it at once. No second greeting. |
| Only says "hi" | "Hi! What can I help with? For example option 1, option 2 or something else." |
| Asks "Are you a real person?" | "No, I'm an AI assistant. Name from our team can take over. Shall I pass you to them?" |
Why the disclosure goes firstIn the EU, from 2 August 2026, people must be told they are dealing with an AI system at the latest at the first interaction, unless it is obvious1. In California, a bot must not mislead people about its artificial identity to make a sale2.
Never
- Never give the bot a human name or photo without "AI assistant" in the same sentence.
- Never open with a menu only: a visitor with a real question must be able to type it.
- Never show more than 4 suggested replies.
2. The answer pattern: answer, source, next step
Every answerEvery answer has three parts: the answer in the first sentence, its source, and one next step. Up to 3 short sentences, so the visitor can check the source and the chat never ends in a dead end.
The pattern (fill in)The answer: the number, yes or no first. The source: page name or link, with the date for prices. One next step: a question, a link or a person.
2.1Price: "How much is service?"
AnswerThe price for the size or option they named.
Sourceprice page link
Next stepA qualifying question or the booking link.
Agent saysService for size is price, from our price list: price page link. To check we cover your area: what's your ZIP code?
2.2Policy: "Can I cancel?"
AnswerYes or no, then the rule in one line.
Sourcepolicy page link
Next stepThe link to act on it.
Agent saysYes, free up to 24 hours before. After that the fee is fee. Full policy: policy page link. You can change your booking with the link in your confirmation email.
2.3Service: "Do you service?"
AnswerYes with the basics, or no with the closest thing you do.
Sourceservice page link
Next stepBooking, a question or a person.
Agent saysNo, we don't service. We do offer closest service for price: service page link. Would that help?
When the answer is not in the sourcesThe agent uses the honest replies from the AI fallback and safety scripts. It never guesses to complete the pattern.
Never
- Never open with filler such as "Great question!"
- Never give two next steps in one message.
- Never name a source the agent was not given.
3. Qualifying questions: 3 at most, one per message
Ask only questions that change the next step: the price, the area, online booking or a person. At most 3, one per message, with options where you can. Skip what the visitor has already said.
Your 3 questions (fill in)
| Question | Why ask | If the answer is |
|---|---|---|
| Where is it? ZIP code or town | Checks your service area | Outside the area: say so, suggest alternative. |
| What size or which option? | Sets the price | Over limit: a person sends a quote. |
| When do you need it? | Booking link or a person | Within 48 hours: hand over to name. |
3.1Area
Data collectedZIP code or town
Agent asksWhich ZIP code is the home or business in?
3.2Size or option
Data collectedSize, number or type
Agent asksHow many bedrooms and bathrooms? For example: 2 bed, 1 bath.
3.3Timing
Data collectedDate or deadline
Agent asksWhen do you need it: this week, next week or later?
If the visitor does not want to answerNo problem. Our prices are here: price page link. If you'd like an exact quote later, just ask.
Never
- Never ask two questions in one message.
- Never ask more than 3 before the next step.
- Never ask a question only to collect data you will not use.
4. Lead capture: ask for contact details with consent
Ask with a reasonAsk for contact details only when the next step needs them: a quote, a callback or a reply when your team is offline. Ask after the answer, never before. Say why, ask only for what you need, link your privacy policy and wait for a yes. In the EU, the GDPR requires telling people who you are and why you collect their data when you collect it3.
Agent asks (fill in)To send your quote, name needs your name and email or phone. We use them only to reply about this request. Privacy policy: privacy link. Is that OK?
After they shareThanks, first name. Name will send the quote to email or phone by time.
If they say noThat's fine. You can still book online here: booking link, or call us at phone. Anything else I can help with?
A form before the chat, or ask in the chat?
| Option | Good for | Trade-off |
|---|---|---|
| A form before the chat | Teams that follow up every chat by email or phone | Visitors give details before they get any answer. |
| Ask in the chat (this tab) | Answers first, contact only when a quote or callback needs it | Chats that end with an answer leave no contact. |
Never
- Never ask for details the next step does not use, such as a date of birth.
- Never add anyone to a newsletter from a chat. Marketing needs its own, separate yes.
5. Booking: send the link, the booking page confirms
For services with a fixed price and duration, the agent sends your booking link. It cannot see, hold or confirm times; the booking page does. Full booking rules: our appointment booking AI prompt templates.
Agent says: the booking linkYou can pick a free time for service (duration, price) here: booking link. Your time is booked when the booking page confirms it and the email arrives.
After the visitor booksGreat, day, date, time it is. To change it, use the link in your confirmation email. Is there anything else I can help with?
If it can't be booked onlineService needs a quote first, because reason. Name can send one by time. Shall I pass your request on?
Never
- Never write "you're booked" before the booking page confirms it.
- Never say a time is free, taken or usually quiet.
- Never take card details in the chat.
6. Handoff to a person with a summary the visitor checks
Summary firstThe visitor should not repeat anything, and the person should not scroll. The agent writes a short summary in the chat, asks the visitor to check it, then says who replies, where and when. When to hand over and how fast to reply: see the human handover playbook.
Summary in the chat (fill in)Here's what I'm passing to name:
first name, email or phone
Wants: request in one line
Details: answers to your questions
Already answered: what the agent told them
Is that right?
Handoff line, office hoursThanks. Name replies here within reply time. If you leave, name answers by email or phone. Nothing is booked or confirmed yet.
Outside office hoursOur team is offline until day and time. Name has your summary and will reply by email or phone by time. Nothing is booked or confirmed yet.
If the visitor corrects the summaryThanks, I've changed that: corrected detail. Name will see the corrected version.
Never
- Never say "transferring you" without a name and a reply time.
- Never promise "right away" when nobody is online.
- Never hand over without the summary and a contact.
7. Closing: recap, next step and a rating
Close when the visitor's need is met: recap, next step, thanks, and the rating mentioned once. If your chat tool shows a star rating when a chat ends, the closing line points to it.
Check firstIs there anything else I can help with?
After a bookingYou're all set: service on day, date, time. Your confirmation email has the details. Thanks for choosing business! You can rate this chat when it ends.
After a handoffName has your request and will reply by time. Thanks for your patience, first name. You can rate this chat when it ends.
After an answerGlad that helped. If you need next step later, just open the chat again. You can rate this chat when it ends.
Never
- Never ask for 5 stars or offer anything for a rating.
- Never close while a question is still open.
- Never start a new offer in the closing.
8. Chatbot conversation flow block for your AI agent
Copy thisTabs 1 to 7 are the words; this block tells the AI agent the order of the steps and the rule for each. Paste it after your persona brief and fallback rules, fill in the brackets, save, run the 12 tests.
Conversation flow for the InstructionsCONVERSATION FLOW
Follow these steps in order. Skip a step when the visitor has already given the answer. One question per message. Up to 3 short sentences per reply.
1. GREETING: The first message is fixed. If the visitor only says hi, ask what they need and offer 2 or 3 options. If asked, say you are an AI assistant. Never claim to be a person.
2. ANSWER: Answer in the first sentence, only from these Instructions and the Knowledge Base. Then name the source: page name or link. End with one next step: a question, a link or a person.
3. QUALIFY: Before quotes, bookings or handoffs, ask up to 3 questions, one per message: question 1, question 2, question 3. Offer 2 or 3 options when you can.
4. CONTACT DETAILS: Ask only when the next step needs them. Say why, ask for a name and email or phone, give privacy link and ask if that is OK. If they say no, keep helping and offer booking link or phone.
5. BOOKING: For bookable services, send booking link. A time is booked only when the booking page confirms it. Never say a time is booked, held or free.
6. HANDOFF: Hand over for handoff topics or when the visitor asks for a person. First write a summary: name, contact, request, details, what you already answered. Ask "Is that right?" Then say: "Name replies here within reply time." Outside office hours, say when the team replies.
7. CLOSING: When the visitor is done, recap what was agreed and the next step, thank them and say they can rate the chat when it ends. Never start a new offer.
Test script: 12 messages to type before going live
| Step | Type this | Pass if |
|---|---|---|
| Greeting | Are you a real person? | Says it is an AI assistant, offers name. |
| Greeting | hi | One short question with options, no second greeting. |
| Answer | How much is your most common service? | Price from the list, the source, one next step. |
| Answer | Can I cancel? | The rule in one line, the policy link, no extra promise. |
| Qualifying | I need service next week. | One question per message, 3 at most, does not ask for the date. |
| Qualifying | Answers to all 3 questions in one message | Asks nothing twice, goes to the next step. |
| Lead capture | Can you send me a quote? | Says why, asks for 2 fields, gives the privacy link, waits for a yes. |
| Lead capture | I'd rather not give my email. | Accepts it, offers booking link or phone, keeps helping. |
| Booking | Book me in for Saturday at 9. | Sends booking link; never writes "you're booked". |
| Handoff | I want to talk to a person. | Summary, "Is that right?", then the name and reply time. |
| Handoff | The same message, outside office hours | Says when the team replies, collects a contact. |
| Closing | Thanks, that's all. | Recap, next step, one rating line, no new offer. |
Where it goesKeep prices and policies in the knowledge base, not in the block. Retest all 12 after every change to the script, the links or your prices.
For small sales and support teams
Your script goes into the bot editor. Try Bot tests it.
In CRMsoftware.pro, the greeting goes into First Message, the buttons into Suggested Replies, the flow into Instructions and your prices into the Knowledge Base. Collect User Data, Require privacy acknowledgment and Satisfaction Ratings sit in the same editor.
- First Message, Suggested Replies and Instructions
- Every step tested in Try Bot before it goes live
- Handover to Live Support from Launch, $19 a month billed yearly
Free plan: 3 users, AI chat, no credit card.
Filled example
A cleaning company's chatbot script, from greeting to rating
How this chatbot script template runs in a real chat. Fairmoor Home Cleaning, a fictional company in San Jose, California, passed all 12 tests on 1 October 2026 and went live the next day. On Tuesday 6 October, Dana asked about a deep clean, booked one through the link and got a move-out quote from Rosa.
The script, step by step
| Greeting | AI disclosure first; buttons: Prices, Book a clean, Move-out cleaning, Talk to a person |
| Answer | $330, the price list link, one question |
| Qualifying | 2 questions; Dana gave the date herself |
| Booking | Link sent; Saturday 10 October, 9:00, confirmed by email |
| Lead capture | Purpose and privacy link, then name and email |
| Handoff | Summary checked by Dana; Rosa in 4 minutes |
| Closing | Recap by Rosa; rated 5 stars |
What lands in the app and the CRM
| Bookings | Deep clean, Saturday 10 October, 9:00, Confirmed |
| Live Support | Awaiting agent 10:11, claimed 10:15, resolved 10:24 |
| Leads | Added by Rosa: Move-out clean, Santa Clara, $210; Source: Live Chat; Status: In Progress; Assigned To: Rosa |
| Tasks | Follow up on the move-out quote; Assignee: Rosa; Deadline: Friday 9 October |
| Analytics | 5 stars under Satisfaction |
Why it matters
Why an AI chatbot script needs a disclosure, consent and tests
Most chatbot script examples online were written for button bots: a menu, one fixed answer per button and "Sorry, I didn't understand" for anything else. An AI agent writes its own replies, so its script has two parts: the few messages you fix word for word, such as the greeting, and an instruction block with the order of the steps and the rule for each. The 12 tests check both.
The greeting is where the AI disclosure belongs. Under the EU AI Act, from 2 August 2026, AI systems that talk directly with people must be designed so that people are told they are dealing with an AI system, unless that is obvious. The information must be clear and given at the latest at the first interaction1. In California, it is unlawful to use a bot online with the intent to mislead people about its artificial identity in order to deceive them into a purchase or sale; a clear and conspicuous disclosure that it is a bot removes liability under that section2. One sentence in the first message covers both.
Lead capture has rules too. In the EU, the GDPR requires a business that collects personal data from a person to tell them, at that moment, who it is, how to contact it, and why and on what legal basis it uses the data3. So the script names the purpose and links the privacy policy before it asks for a name and an email. This is not legal advice: check the rules where your customers live.
2 Aug 2026
EU AI Act transparency duties for AI that talks with people apply (Article 50)
1 Jul 2019
California's bot disclosure law (BPC 17941, from SB 1001) became operative
12 of 12
script tests must pass before the chatbot goes live (this template's rule)
Examples that fail
Chatbot script examples that fail with an AI agent
Four lines from older chatbot scripts, why they fail, and what to write instead.
"Choose an option: 1 Sales, 2 Support, 3 Billing"
A menu-only greeting makes visitors fit your menu. An AI agent can read any question, so let them type it.
Write insteadHi, I'm bot name, the AI assistant for business. Ask me anything about topics, or tap a button.
"Hi, I'm Jessica! How can I help?"
A human name with no disclosure reads like a person. That is exactly what the EU1 and California2 disclosure rules are about.
Write insteadHi, I'm Jessica, the AI assistant for business. Name from our team takes anything I can't.
"Before we start, what's your email?"
Asking for details before any answer puts a cost on a simple question. Answer first; ask when a quote or a callback needs it.
Write insteadAsk me anything and I'll answer right away. If you need a quote, I'll ask for your contact details then.
"Transferring you to an agent..."
A cold transfer with no name, no reply time and no summary. The visitor repeats everything, or leaves.
Write insteadHere's what I'm passing to name: summary. Is that right? Name replies here within reply time.
"Sorry, I didn't understand" belongs in your fallback scripts: one clarifying question, then a person.
Excel sheets
The chatbot conversation flow map and test log in Excel
Three sheets: Flow map, Test log and Summary. Auto columns fill in by themselves. Opens in Excel, LibreOffice and Google Sheets.
| Column | What it holds |
|---|---|
| Flow map: #, Step, Bot message | One row per message in your script, from greeting to closing. |
| Suggested replies, Data collected, Next step, Owner | Buttons or options, what the step collects, where the chat goes next, who keeps it up to date. |
| Status (flow map) Auto | Ready when the step, next step and owner are filled in; otherwise Incomplete. |
| Test log: Step, Type this, Pass if | The 12 tests from tab 8. |
| Result, Date, Tester, Notes | Pass or Fail for each run, with what the agent said. |
| Status (test log) Auto | Not run, Passed or Fix and retest. |
| Summary Auto | Messages ready, tests passed per step, and the go-live check: Ready or Not ready. |
The sample is Fairmoor Home Cleaning's script: 9 messages in 7 steps, all Ready. Two tests failed on 30 September (an email asked for before the price, and "you're booked" before the confirmation). After two fixes, all 12 passed on 1 October, so the go-live check shows Ready.
How to use
How to use this chatbot script template
- 1
Fill in the brackets
Names, tasks, sources, 3 questions, links, handoff topics, reply time, office hours.
- 2
Fix the visible text
Write the greeting and 3 or 4 suggested replies. Read them on a phone.
- 3
Paste the flow
Tab 8 goes into the agent's instructions, after the persona brief and fallback rules.
- 4
Run the 12 tests
Log Pass or Fail in Excel. Go live at 12 of 12.
- 5
Read chats every week
Where visitors stop or repeat themselves, fix that step and retest.
Set it up in CRMsoftware.pro
- In My Bots, choose the bot. On the Basics tab, write the greeting in First Message, paste the flow into Instructions (Shared tab) and add your price list and policies to the Knowledge Base.
- On the Behavior tab, turn on Quick Replies and add your Suggested Replies. Turn on Satisfaction Ratings for a star rating prompt when the conversation ends.
- Optional: Collect User Data (Behavior tab) shows a form before the chat; Name and Email are always collected. Require privacy acknowledgment (Advanced tab) shows your Privacy notice first.
- For bookings, open Scheduling > Event Types, click Copy Link and paste the link into the flow block.
- Click Save Bot, then Try Bot, and type the 12 tests.
- On the Connect tab, turn on Send email notifications. Handed-over chats wait in Live Support as Awaiting agent: Claim, reply, then Resolve.
AI chat, First Message, Suggested Replies, Instructions and Try Bot are on the Free plan: 3 users, no credit card. Human handover in Live Support and bookings with calendar sync come with Launch, $19 a month billed yearly for 8 users.
Completion check: the script is ready when
- The first sentence of the greeting says AI assistant, and the buttons fit on a phone screen.
- Every bracket is filled in, and the privacy and booking links open.
- All 12 tests pass, with the date in the test log.
- Someone gets the handoff email and knows the reply time.
FAQ
Chatbot script templates: common questions
What is a chatbot script template?
A ready-made set of the messages a chatbot sends at each step of a chat, with placeholders for your business. For an AI agent it has two parts: fixed messages such as the greeting and suggested replies, and an instruction block that tells the agent the flow. This page has 7 steps, the block and 12 tests.
How do I write a chatbot script for an AI agent?
Write word for word only what must never change: the greeting with the AI disclosure and the suggested replies. For the rest, write one rule per step, as in tab 8, then test it with real visitor messages.
What should a chatbot say first?
Who it is, what it can do and who takes over, then one open question. For example: "Hi, I'm [bot name], the AI assistant for [business]. I can help with [tasks], and [name] from our team takes anything I can't. What can I help with?" Add 3 or 4 suggested replies.
Does a chatbot have to say it is a bot?
Often, yes. Under the EU AI Act, from 2 August 2026, AI systems that talk with people must be designed so people are told they are dealing with an AI, unless it is obvious1. In California, a bot must not mislead people about its artificial identity to make a sale, and a clear disclosure removes liability under that law2. One sentence in the greeting covers both; this is not legal advice.
How many questions should a chatbot ask before asking for contact details?
This template's rule: answer first, then at most 3 qualifying questions, one per message. Ask for contact details only when the next step needs them, such as a quote or a callback.
What is a good customer service chatbot script?
One where every answer gives the answer first, the source and one next step, and every handoff comes with a summary the visitor checks and a named person with a reply time. Tabs 2 and 6 have both.
How do you map a chatbot conversation flow?
One row per message: the step, the bot's message, the suggested replies, the data collected, the next step and the owner. The Excel flow map has these columns, a filled example and a Status column.
How do I test a chatbot script before going live?
Type the 12 test messages from tab 8 into the bot and log Pass or Fail with the date. Fix what fails, retest, and go live only at 12 of 12. For the full launch test, use the AI agent go-live checklist.
Where does each part of the script go in CRMsoftware.pro?
In My Bots: the greeting in First Message and the flow in Instructions on the Basics tab, the buttons in Suggested Replies on the Behavior tab, and your prices and policies in the Knowledge Base. Test it in Try Bot. Handover to Live Support comes with Launch, $19 a month billed yearly.
Related templates
Free tools
Sources
- EU AI Act, consolidated text as at 27 July 2026, Articles 50(1), 50(5) and 113, EUR-Lex: Regulation (EU) 2024/1689 laying down harmonised rules on artificial intelligence (Artificial Intelligence Act)
- California Business and Professions Code, section 17941, added by SB 1001 (Stats. 2018, Ch. 892), operative 1 July 2019: California Code, BPC 17941
- GDPR, Article 13(1), EUR-Lex: Regulation (EU) 2016/679 (General Data Protection Regulation)
- Plans, prices and features, checked 8 October 2026: CRMsoftware.pro pricing
Write the script once, test it, then let your agent run it.
Start free with 3 users and AI chat: put the greeting in First Message, paste the flow into Instructions and run the 12 tests in Try Bot. Human handover in Live Support comes with Launch, $19 a month billed yearly for 8 users.