30 Canned Responses for Customer Support

Q: Can the customer's name be added automatically?

Yes. In Hodhod, variables like {{contact.first_name}} (the customer's first name) and {{agent.first_name}} (the agent's first name) are replaced with real values when the message is sent.

Canned responses are one of the simplest ways to answer customers faster and more consistently. Instead of retyping answers to the same questions every time, agents send a well-written reply in a few keystrokes and save their energy for the questions that really need thought.

Below are 30 canned responses in eight categories that you can copy right now and adapt to your brand's voice. At the end you'll find how to set them up in Hodhod.

What makes a good canned response?

It's short. Customers skim long messages in chat.
It's personal. The customer's and agent's names make a template feel human. In Hodhod, variables such as {{contact.first_name}} fill them in automatically.
It makes the next step clear. The customer should know what happens after this message.
It's a template, not a final draft. Before sending, adjust a sentence or two to the customer's situation.

Greetings and openers

1. Simple welcome

Hi {{contact.first_name}}, thanks for reaching out! I'm {{agent.first_name}}. How can I help you today?

2. Welcome back

Hi {{contact.first_name}}, great to see you again! What can I do for you today?

3. Proactive greeting on the pricing page

Hi there! I see you're comparing plans. If you have any questions about features or pricing, ask me here and I'll help you pick the right one.

4. Busy-hour welcome

Hi, and thanks for your patience! We're a bit busier than usual right now, but we're answering in order and we'll be with you shortly.

Asking for details

5. Order number

So I can look into this properly, could you send me your order number? You'll find it in your order confirmation email or text.

6. Screenshot or error message

Thanks for letting us know. Could you send a screenshot of the page or the exact error message you see? That'll help us find the cause faster.

7. Verifying identity (never ask for passwords)

To keep your account secure, please send the email or phone number you signed up with. We will never ask for your password or one-time codes.

8. Clarifying the question

Just so I point you in the right direction: do you mean [option one] or [option two]?

Putting a customer on hold

9. Quick check

Give me a minute or two to check this — I'll stay right here.

10. Longer investigation with a time frame

This needs a closer look. I'll update you here or by email by [time].

11. Handing over to a colleague

To get you the most accurate answer, I'm passing this conversation to my colleague on the [team name] team. You won't need to repeat anything — they can see all the messages.

12. Mid-wait update

We're still working on your request, and you haven't been forgotten. I'll let you know as soon as we have an answer.

Orders and delivery

13. Order status

Your order is currently [status] and is scheduled to arrive by [date]. Here's your tracking code: [code].

14. Delayed delivery

I'm sorry your order is late. The delay is due to [reason], and the new delivery date is [date]. If you'd rather not wait, we can also cancel it and refund you.

15. Damaged item

I'm really sorry your item arrived damaged. Please send a photo of the item and the packaging, and we'll arrange a replacement or refund today.

16. Changing the address

If the order hasn't shipped yet, we can change the address. Please send the full new address, including the postal code.

Payments and refunds

17. Charged, but no order

Don't worry — in this case the amount is usually returned to your account automatically within [time]. If it isn't back by then, send us the date and the last four digits of your card and we'll follow up.

18. Refund timing

Your refund has been submitted. The amount will be returned to the account you paid with within [time].

19. Invoice request

Of course. Please send the name or company name and the details you need on the invoice, and we'll email it to you.

20. Discount code not working

I've checked: this code [reason — has expired / doesn't apply to this product]. Instead, you can use [alternative].

Apologies and frustrated customers

21. Apologizing for the wait

Thanks for waiting, and I'm sorry it took a while. You have my full attention now.

22. Owning a mistake

You're right — this was our mistake, and I apologize. I'm [action] right now to make it right.

23. An angry customer

I completely understand how frustrating this is. I want to make sure it gets fixed properly, so first I'll [specific next step].

For tougher situations, see how to handle angry customers in live chat.

24. When the answer is no

Unfortunately, [request] isn't possible right now because [short reason]. Here's what I can offer instead: [alternative].

Escalations and follow-ups

25. Logging a request for follow-up

I've logged your request for follow-up. Your tracking number is [number], and we'll also email you the result — no need to wait on the site.

26. Following up after a fix

Hi {{contact.first_name}}, just checking that yesterday's issue is fully resolved. If anything still isn't working, let me know here.

27. When the customer goes quiet

I haven't heard back in a while, so I'll close this conversation for now. Message us here anytime and we'll pick it up again.

Closing the conversation

28. Standard closing

Glad we could sort that out! If you have any other questions, we're right here. Have a great day.

29. Asking for feedback

Thanks for your time. After this chat closes, you'll see a short survey — your feedback helps us get better.

30. Offering more help

Is there anything else I can help you with? If it's useful, [guide link] covers the next steps too.

Setting up canned responses in Hodhod

In the panel, go to Settings → Canned Responses and create a new response.
Enter a short code (for example order-status) and the message. Variables such as {{contact.first_name}} and {{agent.first_name}} are replaced with real names when the message is sent.
In any conversation, type / followed by the short code in the reply box to open the list, and insert the text with one click.
If a reply always comes with other actions (adding a label, assigning to a team), use Macros to do it all in one click.

Canned responses are one of the most effective ways to cut your live chat response time. Not using Hodhod yet? Request a free demo.

Frequently asked questions

How many canned responses do I need?

Start with fifteen to twenty for your most common questions. Label conversations and check every month which new questions come up often, then add responses for them.

Don't canned responses make replies sound robotic?

Not if they're short, start with the customer's name, and the agent adjusts a word or two to the situation before sending. A canned response is a starting point, not a replacement for thinking.

Can the customer's name be added automatically?

Yes. In Hodhod, variables like {{contact.first_name}} (the customer's first name) and {{agent.first_name}} (the agent's first name) are replaced with real values when the message is sent.