How to open a customer-service chat
A good opening is short, specific, and easy to answer. Try: "Hi, I can help you find the right product or check an existing order. What are you trying to do today?" Avoid opening with a menu of ten departments. The customer has already started the conversation; help them describe the problem in their own words.
Product discovery and recommendation scripts
Ask one useful question before listing products. Example: "What will you use it for, and is there a size or budget I should keep in mind?" After the answer, show a short list with a reason for each choice: "The Trail 20 fits a day hike and is the lightest option. The Trail 30 has more capacity for overnight gear." A recommendation should explain the difference, not just repeat product names.
Product comparison and variant scripts
When a shopper asks, "Which one should I choose?", make the trade-off explicit: "Choose the cotton version for a softer feel and the recycled nylon version for easier cleaning. Both are available in medium; the nylon also has a large variant." If the catalog does not contain the fact, say so and ask the customer to confirm with your team rather than guessing.
Shipping, returns, and policy scripts
A policy answer should include the rule and the next step. For shipping: "Standard delivery to this region usually takes 3 to 5 business days after dispatch. You will receive tracking when the order leaves our warehouse." For returns: "You can request a return within 30 days if the item is unused. Start from your order email and our team will confirm the next step." Replace examples with your actual policy; never promise a timeline the store cannot verify.
Order-status and delay scripts
Keep order replies tied to information you can actually see. Example: "Your order was dispatched on Tuesday and the tracking record currently shows it with the courier. Here is the tracking link. If it does not update by Friday, reply here and our team will check it." If status data is unavailable, explain the limit and offer a human review instead of inventing an estimate.
Unavailable products and alternatives
A useful out-of-stock reply acknowledges the request and offers a bounded alternative: "The blue 500 ml bottle is unavailable today. The green 500 ml version has the same size and lid, or I can show the 750 ml option if capacity matters more." Do not suggest an alternative just because it is available; preserve the reason the customer wanted the original.
Discount and price questions
Be precise about what the store actually offers: "The current price is $39. We do not have a general discount code today, but the bundle includes the case and saves $8 compared with buying them separately." Do not create urgency, discounts, or eligibility rules that are not in the merchant's published offer.
When to hand the conversation to a person
Handoff language should make the transfer feel deliberate: "This needs someone to check the order record, so I am passing the conversation to the store team. You do not need to repeat the details you have already shared." Set an honest response expectation, include the transcript, and make clear when the customer will hear back.
Turn scripts into a system
Use these examples as starting points, not a script that every agent must recite. Group real conversations by intent, add the facts your store can support, and test the same questions after product or policy changes. Dejor's AI shopping and support agent can provide a first response from available catalog and store information, while human handoff keeps exceptions with your team.
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