Live chat script templates by chat type and industry
Live chat script templates for the person who takes the chat: 6 steps to a booked next step, lines by chat type, a clock for visitors who go quiet and 18 industries with what never to say. With a filled example, a Word file and an Excel chat log.
Made by Anatolii Ulitovskyi 
Fact-checked by RH Fardin Updated 1. Live chat script template: 6 steps to a next step
Start hereThis live chat script template is what a person types after taking a chat: 6 steps, one line each. Tabs 2 to 7 adapt it by chat type and industry; tab 8 is what to log.
1. Take the chatHi first name, I'm your name from business. Thanks for waiting. What can I help you with today?
1. After the AI hands overHi first name, your name here, a person on the business team. I've read your chat: you'd like request. No need to repeat anything.
2. Recap in one lineSo you're looking for request for when or who. Is that right?
3. Ask 2 or 3 questions, one at a timeTwo quick questions so I give you the right answer. Question 1?
(after the reply) And question 2?
4. AnswerHere's the answer: answer, price or link. One thing to know: what is included or what it depends on.
5. Offer one next stepThe next step is a call, visit, quote or trial. I can do day and time 1 or day and time 2. Which works better?
6. CloseYou're booked for day, date, time with name. The confirmation comes from email address. Anything else before you go?
Thanks, first name. If anything comes up, reply here.
Rules for every chat
- Claim within 2 minutes, first line within 30 seconds: this template's targets. In a test of 1,000 websites, the first reply took 2 minutes 40 seconds on average1.
- Answer first. Ask for contact details only when the next step needs them.
- Every chat ends with a next step, an owner and a date, or with "nothing more needed."
- Never ask for card numbers, passwords or ID numbers in chat.
2. Chat scripts for sales, quotes and existing customers
Same 6 steps, a different goal. Pick the card for the chat in front of you.
2.1Sales chat: book a call, visit or demo
GoalA booked call, visit or demo.
Ask themWhat do you want to get done? By when? Who else decides?
Never say"Only today" or a discount you cannot give.
LineA call, visit or demo is the fastest way to answer that. It takes number minutes. Day and time 1 or day and time 2?
2.2Quote request
GoalThe facts for the quote, and when it arrives.
Ask themWhat exactly: size, quantity or scope? Where? By when?
Never sayA price before you have the facts.
LineThanks, that's everything I need. Name will email a written quote to email address by day and time. Anything it should include?
2.3Pre-purchase question
GoalA straight answer, then the link to buy or book.
Ask themWhich product or plan are you looking at? What is it for?
Never say"It's in stock" or a delivery date you cannot see.
LineYes, product does that. One thing to know: limit or condition. You can buy or book here: link. Want me to stay while you look?
2.4Existing customer
GoalThe answer or the right owner, without sensitive data.
Ask themWhat's the name or email on your account? What happened, and when?
Never sayA refund, credit or date before the owner agrees.
LineThanks, first name, I found your booking, order or account. Answer. If you need more, name will email you by time.
For price and refund replies, see our live chat canned responses; for the full support flow, the customer service script templates.
3. When the visitor stops replying: nudge, close, follow up
2 and 5 minutesVisitors leave without saying so. These lines run on a clock, so you never wait forever and never chase too hard.
No reply for 2 minutes: one nudgeStill there, first name? No rush. The same question, with 2 options?
No reply for 5 minutes: the last messageI'll close this chat for now. What we covered: one-line summary. To pick it up, reply here or email email address.
Same day, only if they gave an email for this requestSubject: Your question about topic
Hi first name,
Thanks for chatting with business today. You asked about topic. Answer in 1 or 2 sentences.
Next step: booking link or "reply to this email".
Your name, business
Why a clockIn a study of chat and messaging contact centers, 30% to 67% of customers who abandoned left silently2. You cannot see who is still reading, so the rule decides.
Follow-up rules (this template's)
- Next working day: one call or email, only if you promised a quote or a booking. Then stop.
- Never send more than 2 messages to a silent visitor.
- Never contact them on another channel unless they gave that number for this request.
4. Live chat scripts for dental, law, finance and insurance
No advice in chatHere the chat books a licensed person and never gives the advice itself. The legal basis is in the table under the example.
4.1Dental or medical practice
Visitors askNew patients, insurance, prices, pain today.
Ask themNew or existing patient? Checkup, cleaning or a problem? Which days work?
Next stepA booked visit, or a same-day call from the front desk.
Never sayA diagnosis, "it's probably nothing" or a price before an exam. No symptoms in chat without a HIPAA business associate agreement3.
Ready lineI can't assess pain over chat, but we keep same-day slots for it. Please call phone now, or the front desk can call you at time.
4.2Law firm
Visitors askDo you handle my case, what it costs, how soon.
Ask themWhat type of matter? Who is the other side, for our conflict check? Any deadline or court date?
Next stepA consultation with an attorney, after the conflict check.
Never sayWhat the case is worth, whether to sign, or "you have a case." Basics only, not the full story4.
Ready lineI'm not a lawyer, so I can't advise on your case. To book a consultation I only need the matter type, the other side's name and any deadline. Please don't send documents here.
4.3Financial advisor
Visitors askFees, minimums, retirement, a specific investment.
Ask themRetirement, investing or a full plan? Ongoing or one-time? Start when?
Next stepAn intro call with an advisor.
Never sayReturns, "safe" or "guaranteed," or what to buy or sell5.
Ready lineI can't give investment advice in chat, but advisor name can look at your situation on a length call. Day and time 1 or day and time 2?
4.4Mortgage broker or lender
Visitors askToday's rates, how much I can borrow, pre-approval.
Ask themBuying or refinancing? Found a home yet? When do you want to close?
Next stepA call with a licensed loan officer.
Never sayA rate, a payment or "you'll qualify"6.
Ready lineRates depend on your credit, the loan and the home, so a licensed loan officer gives them. I can explain the pre-approval steps now; loan officer can call you at time.
4.5Insurance agency
Visitors askA quote, am I covered, how to file a claim.
Ask themNew policy, a change or a claim? What do you want to insure? From when?
Next stepA quote or a call from a licensed agent; claims to the claims line.
Never say"You're covered," a price before an agent checks, or which policy to buy7.
Ready lineWhether this is covered depends on your policy, so a licensed agent checks it. Agent name will call you by time. To report a claim now, call claims number.
5. Live chat scripts for real estate, car sales and stores
Facts, not promisesVisitors want to know if it's available and what it costs. Check before you say yes.
5.1Real estate agency
Visitors askStill available, can I see it, what's my home worth.
Ask themBuying, selling or renting? Which listing or area? Talked to a lender yet?
Next stepA showing, or a home valuation visit.
Never sayWho lives in an area, or that a neighborhood suits "people like you"8.
Ready lineYes, address is still for sale. I can show it on day and time 1 or day and time 2. For schools and area data, I'll send you the official sources.
5.2Car dealership
Visitors askIs it still here, best price, trade-in, financing.
Ask themWhich car (stock number)? Trading one in? Cash, finance or lease?
Next stepA test drive, with the car held for that time.
Never sayA monthly payment without the price, term and down payment, or "you're approved."
Ready lineIt's on the lot today at price plus fees and taxes. I can hold it for a test drive at time 1 or time 2. The finance team quotes payments once you apply.
5.3Online store
Visitors askSize and fit, delivery, returns, my order.
Ask themWhich product? Shipping where? Needed by a date?
Next stepThe product link, or the order sorted out.
Never sayA delivery date the carrier has not given, or "in stock" without checking.
Ready lineProduct runs true to size, small or large. It ships in number days to region, and returns are free for number days. Size chart: link.
5.4Retail store
Visitors askOpening hours, do you have it, can you hold it.
Ask themWhich item, size and color? Which store? When can you come in?
Next stepThe item on hold under their name until a set time.
Never say"We have it" before someone checks the shelf.
Ready lineLet me check the shelf; it takes number minutes. If it's there, I'll hold it under your name until time on day.
6. Live chat scripts for SaaS, B2B, manufacturing and agencies
Business buyers want a straight answer, then a dated next step.
6.1SaaS and startups
Visitors askDoes it do this, price for my team, integrations.
Ask themWhat do you use today? How many users? When do you want to switch?
Next stepA trial or a demo.
Never sayA roadmap feature as if it exists, or a discount to close.
Ready lineYes, product does feature. Here's a 2-minute video: link. For number people, plan fits. Start a trial now, or see a demo on day?
6.2B2B and manufacturing
Visitors askSpecs, minimum order, lead time, unit price.
Ask themWhich part or spec? What quantity, how often? Delivered where, by when?
Next stepA written quote by a set date.
Never sayA price or lead time for a custom order before sales checks.
Ready lineThanks, that's enough to quote. Name in sales will send a written quote for quantity by day, with lead time and shipping to location.
6.3Marketing agency
Visitors askYour prices, more leads, examples of work.
Ask themLeads, sales or brand? What have you tried? Monthly budget range?
Next stepA strategy call, with their current numbers ready.
Never say"Page one on Google," "double your leads" or any result you cannot prove9.
Ready lineWe can't promise a number before we see your data, but we can show what we did for a similar industry client. A 30-minute call on day?
6.4Consulting firm
Visitors askBusinesses like ours, how you price, when you start.
Ask themWhat decision or problem is it? Who else is involved? Done by when?
Next stepA scoping call, then a proposal.
Never sayA fixed price before scoping, or an outcome as a promise.
Ready lineThat's a good fit for a short scoping call. After it, name sends a proposal with scope, timing and price within number days.
7. Live chat scripts for gyms, hotels, schools and nonprofits
Local visitors want a time and a price. Send the booking link.
7.1Gym or fitness studio
Visitors askPrices, class times, personal training, a trial.
Ask themWhat's your goal? Classes or 1:1? Which days and times?
Next stepA free trial class or intro session.
Never sayInjury or medical advice, or results such as "lose 10 kg in a month"9.
Ready lineYour doctor or physical therapist can tell you what's safe for your knee, back or condition. A coach plans around their advice at a free intro session: day and time 1 or day and time 2?
7.2Hotel or restaurant
Visitors askFree on my dates, price, parking, allergies, groups.
Ask themWhich dates or time? How many people? Anything to prepare?
Next stepA booking on the booking page, or a call for groups.
Never sayA free room or table before the booking system shows it, or that a dish is allergy-safe.
Ready lineRooms for dates show here with the live price: link. For number guests, name can hold a group block. Shall I ask them to call you?
7.3School or training provider
Visitors askStart dates, fees, entry requirements, funding.
Ask themWhich course or level? For you or someone else? When do you want to start?
Next stepAn info session, an admissions call or the application link.
Never sayThat someone will be accepted, pass or get a job.
Ready lineThe next course starts on date and costs fee. Admissions can answer the rest on a call: day and time 1 or day and time 2?
7.4Nonprofit
Visitors askHow to donate, volunteer or get help.
Ask themGive, volunteer or get support? Is anyone in danger right now?
Next stepThe donation page, the volunteer form or a call.
Never sayTax advice on a gift, or what help a person will get.
Ready lineThank you for wanting to help. You can give here: link. To volunteer, name can call you about the next event or shift.
7.5Recruiting agency
Visitors askOpen jobs, pay, how to apply, finding staff.
Ask themA job or staff? Which role and location? Start when?
Next stepA recruiter call, or the application link.
Never sayQuestions about age, family plans, religion, health or disability10.
Ready lineThanks. For role in location, the next step is a 15-minute call with recruiter. Day and time 1 or day and time 2?
8. What to log after every live chat
Two minutes after each chat, so the next person sees the whole story. The Excel chat log has the same fields.
6 fields
| Field | What to write |
|---|---|
| Chat type | Sales chat, Quote request, Pre-purchase question or Existing customer |
| Visitor | Name, and the contact they gave for this request |
| Question | One line, in their words |
| Answers | Their answers to your 2 or 3 questions |
| Next step | Booked, Quote to send, Callback, Answered, Visitor left or Handed to owner |
| Owner and date | Who does what, by when |
Summary note (paste into the contact or deal)Date chat, chat type. Asked: question. Answers: answer 1; answer 2. Told them: what you said or promised. Next: step, owner, by date.
Never log
- Card numbers, passwords or full ID numbers.
- Health, legal or money details the next step does not need.
For small sales and support teams
The AI answers first. A person takes the chats that matter.
In CRMsoftware.pro, the AI agent answers from your knowledge base and hands chats to your team in Live Support. Claim, reply, add the lead and a task, then Resolve.
- Claim, Resolve and Hand to AI in Live Support
- Leads, Notes, Tasks and Conversation Tags
- Human handover from Launch, $19 a month billed yearly
Free plan: 3 users, AI chat, no credit card.
Filled example
A gym live chat script in action: from AI handover to a booked session
Silverpine Fitness, a fictional gym with classes and personal training in Spokane, Washington, uses tabs 1, 3 and 7. On Monday 12 October 2026 at 18:40, Daniel Osei asked the AI assistant about personal training and his knee. The AI handed the chat to Ruth Calloway, the membership advisor.
The script, step by step
| Time | Step | Line used |
|---|---|---|
| 18:43 | Take the chat | After the AI hands over (tab 1) |
| 18:44 | Ask 2 questions | Goal; days and times |
| 18:45 | Next step | Two times for a free intro session |
| 18:47 | Nudge | No reply for 2 minutes (tab 3) |
| 18:53 | Close | Booked, owner and date, anything else? |
What lands in the app and the CRM
| Live Support | Awaiting agent 18:42, claimed by Ruth 18:43, resolved 18:53, Completed |
| Booking | Intro session, Thursday 15 October 2026, 18:30, booked by Daniel from the link |
| Lead | Added by Ruth: Daniel Osei, personal training; Source: Live Chat; Status: In Progress; Assigned To: Ruth Calloway |
| Notes | Goal: strength, back to hiking. Weekday evenings after 18:00. 1:1. Knee operation: the coach asks at the session. |
| Task | Call Daniel about a training plan; Assignee: Ruth; Deadline: Friday 16 October |
| Conversation Tags | Sales chat, Personal training |
Chat log row
| First reply | Next step | Status |
|---|---|---|
| 1 minute (target 2) | Booked | Follow-up set |
Why it matters
Why live chat scripts for customer service need a clock and a next step
Waiting is the first problem. In a test of live chat on 1,000 company websites in the US and Europe, 21% of chat requests got no answer and the first reply took 2 minutes 40 seconds on average. Only 1 of the 1,000 companies emailed a copy of the chat afterwards1. Tabs 1, 3 and 8 fix what you control: a fast first line, a summary, a dated next step.
Visitors also leave without a word. A study of chat and messaging contact centers found that 30% to 67% of customers who abandoned did so silently, costing 5% to 15% of the system's efficiency2. So tab 3 runs on a clock.
In health, law, finance, insurance and real estate, the words carry rules: who may discuss loan terms or cover, what a law firm collects first, what may be said about a neighborhood. The table below gives one US rule per industry. This is not legal advice.
21%
of live chat requests got no answer in a test of 1,000 company websites
2 min 40 s
average wait for a first live chat reply in the same test
30% to 67%
of customers who abandoned a chat or messaging queue left silently
Regulated industries
What never to say in chat: one rule per regulated industry
US rules where one chat line can cause legal trouble, each with its official source. Rules differ by state and country. This is not legal advice.
| Industry | The rule | In the chat |
|---|---|---|
| Dental and healthcare | Under HIPAA, a vendor that stores patients' health information for a practice needs a written business associate agreement3. | Book only, unless your chat vendor has signed one. |
| Law firms | A site that invites details without clear warnings can make the visitor a prospective client; collect only what you need to decide on the case4. | Matter type, other side, deadline. |
| Financial advisors | FINRA member firms may not make false, exaggerated, unwarranted, promissory or misleading statements in any communication5. | No returns or "guaranteed." |
| Mortgage | Presenting particular loan terms is loan originator work, which needs a license or registration; general explanations and the steps to apply are not6. | Steps yes, rates no. |
| Insurance | Selling, soliciting or negotiating insurance needs a license; soliciting includes urging someone to apply for a particular kind of insurance from a particular company7. | Book the agent, no "you're covered." |
| Real estate | Discouraging a buyer or renter because of the race, color, religion, sex, disability, familial status or national origin of people in an area is unlawful steering8. | Homes, not neighbors. |
| Recruiting | Pre-employment questions should cover only what shows whether a person is qualified; disability questions before a job offer are prohibited10. | Skills, availability, location. |
Gyms, agencies and any other business: US claims must be truthful and backed by evidence9, so promise no kilos, rankings or results. Outside the US, check who may advise, what you may collect and what you may promise.
Excel chat log
Live chat log in Excel: reply times, next steps, follow-ups
Three sheets: Chat log, Summary and Settings. Auto columns fill in by themselves. Opens in Excel, LibreOffice and Google Sheets.
| Column | What it does |
|---|---|
| Date, channel, chat type, AI handed over | One row per chat; channel, chat type and Yes or No come from lists. |
| Visitor, agent, question, answers | Who, what they asked, their answers. |
| Waiting since, first reply | When the chat started waiting for a person; your first line. |
| Minutes to first reply, reply check Auto | Minutes between the two; On time or Slow against the target in Settings. |
| Next step, owner, follow-up date, done | Booked, Quote to send, Callback, Answered, Visitor left or Handed to owner, with who and by when. |
| Status Auto | Done, Follow-up set, Add owner and date or Add next step. Past follow-up dates turn red. |
| Summary Auto | On-time share, average reply time, next steps, follow-ups, bookings by chat type. |
In the sample week at Silverpine Fitness, 7 of 8 chats got a first reply within 2 minutes (88%) and 2 ended in a booking. Two rows still need work: one has no next step, one has no owner or date.
How to set up
How to use these live chat script templates
- 1
Pick your tabs
Tab 1 for every chat, tab 2 for the chat type, tabs 4 to 7 for your industry.
- 2
Fill in the brackets
Your names, questions, prices and times. Read each line out loud: it should sound like you.
- 3
Write your never-say list
Start from your industry card and the rules table. Every agent reads it once.
- 4
Agree the clock
Claim within 2 minutes, nudge at 2, close at 5.
- 5
Log every chat
6 fields in 2 minutes. Every Monday, check slow chats and rows with no next step.
Set it up in CRMsoftware.pro
- Handovers wait in Live Support as Awaiting agent. In Notification Settings, turn on Sound Alerts, Browser Alerts or Mobile Alerts.
- Click Claim, read the chat and send your first line. When you are done, click Resolve, or Hand to AI if only general questions are left.
- On Growth, save each line in Settings > Saved Replies > New reply with a Shortcut such as /takeover or /nudge, then type the shortcut in the reply box.
- In CRM > Leads > Add Lead, set Source Live Chat, Status In Progress and Assigned To, and paste the tab 8 summary into Notes. Later, Convert to Deal.
- Add the follow-up in Tasks > New Task with an Assignee and a Deadline. Create one tag per chat type in Settings > Conversation Tags > New tag.
- For bookings, open Scheduling > Event Types, click Copy Link and paste the link into the chat.
Human handover and bookings with calendar sync come with Launch, $19 a month billed yearly for 8 users. Saved replies and auto-translation in the inbox come with Growth, $49 a month billed yearly. The 2- and 5-minute clock is your team's rule.
FAQ
Live chat scripts: common questions
What is a live chat script template?
It is the set of lines a person types in a chat, from taking it over to the next step: take over, recap, 2 or 3 questions, answer, one next step, close. Fill in your names, prices and times so it sounds like you.
What are good live chat script examples?
Good lines are short, name a real person and end with one choice. For example: "Hi Daniel, Ruth here, a person on the Silverpine team. I've read your chat: 1:1 training after knee surgery in May." And later: "Thursday at 18:30 or Tuesday at 19:00?"
How do you write a chat script for sales?
Answer first, ask 2 or 3 questions (goal, timing, who decides), then offer two concrete times for a call, visit or demo. End with the booking confirmed and an owner with a date. Leave out "only today" pressure and discounts you cannot give.
What do you say when a chat visitor stops replying?
After 2 minutes, one nudge with the same question and two options. After 5 minutes, a last message with a one-line summary, then close. Email once the same day, only if they gave an email for this request. These timings are this template's rules, not a study.
What should a dental or healthcare live chat never say?
No diagnosis, no "it's probably nothing" and no price before an exam. In the US, a vendor that stores patients' health information for a practice needs a HIPAA business associate agreement3, so keep chat to booking unless yours has one.
Can a law firm's live chat give legal advice?
No. Staff who are not lawyers explain the process and fees and book a consultation. Ask only the matter type, the other side's name for the conflict check and any deadline: lawyer ethics rules say to collect only what is needed at first4.
What should a real estate live chat script avoid?
Anything about who lives in a neighborhood or which area suits the buyer. In the US, discouraging someone from a home because of the race, color, religion, sex, disability, familial status or national origin of people in an area is unlawful8.
What should you log after a live chat?
Six fields: chat type, visitor and contact, their question, their answers, the next step, and the owner with a date. Never log card numbers, passwords, ID numbers or health details you do not need.
How do I take over a chat from the AI agent in CRMsoftware.pro?
Chats the AI hands over wait in Live Support as Awaiting agent. Click Claim, read the chat, send the take-over line from tab 1, then click Resolve. Human handover comes with Launch, $19 a month billed yearly11.
Related templates
Free tools
Sources
- Live chat test, 1,000 websites, 2020: SuperOffice, New Research: 21% of Companies Fail to Respond to Live Chat Requests
- Study, arXiv, 7 April 2024: Antonio Castellanos, Galit B. Yom-Tov and Yair Goldberg, Silent Abandonment in Contact Centers: Estimating Customer Patience from Uncertain Data
- HIPAA, last reviewed 30 July 2026: US Department of Health and Human Services, Business Associates
- Comments [2] and [4], as in ABA Model Rule 1.18: Minnesota Rules of Professional Conduct, Rule 1.18: Duties to Prospective Client
- Rule 2210(d)(1)(B), read 14 October 2026: FINRA, Rule 2210: Communications with the Public
- Regulation H (SAFE Act): CFPB, Appendix A to Part 1008: Examples of Mortgage Loan Originator Activities
- Model law, Sections 2 and 3: NAIC, Producer Licensing Model Act (MO-218)
- Fair housing, 24 CFR 100.70(c)(1): eCFR, 24 CFR 100.70: Other prohibited sale and rental conduct
- Claims and evidence, read 14 October 2026: Federal Trade Commission, Advertising FAQ's: A Guide for Small Business
- Pre-employment inquiries: US Equal Employment Opportunity Commission, Prohibited Employment Policies/Practices
- Plans and prices, checked 14 October 2026: CRMsoftware.pro pricing
Script the chat once. Log every one.
Start free with 3 users and AI chat. Launch, $19 a month billed yearly, adds human handover in Live Support, a unified inbox for WhatsApp, Instagram, Messenger and Telegram, and bookings with calendar sync.