What's included in each script?

An opening line, an empathy or acknowledgement line, discovery questions, resolution steps, what to say if the conversation goes differently (including when to escalate), a closing, and do and don't tips for that situation. Email scripts are written as ready-to-send emails with a subject line.

How does the channel change the script?

Phone scripts include spoken lines plus cues such as when to pause or offer a hold. Live chat and social DM scripts are written as short messages, and DMs ask fewer questions at once. Email scripts come as a first email asking for details and a second one with the resolution, or as a single update email for proactive messages like outage apologies.

What do the [square brackets] mean?

They're placeholders for details only you know, such as order numbers, amounts, dates, your refund window or a team name. Replace them before you send anything. Leaving the company, agent or product field blank also keeps a placeholder in the script.

Should agents read scripts word for word?

No. Scripts work best as a starting point. They make sure nothing important is missed, like confirming the order number or giving a timeline, while agents adapt the wording to the customer in front of them. Customers notice robotic replies, especially when they're upset.

Is this generator AI-powered?

No. Every script is assembled from templates written for each scenario, channel and tone. 'Generate another version' swaps in alternative openings, empathy lines and questions. Nothing you type leaves your browser.

Can I automate replies to common questions on Instagram?

Yes. Hypello's AI agents can answer Instagram DMs, collect a customer's name, email and phone number, share discount codes and transfer the conversation to your team when a person needs to step in.

Customer Service Script Generator

Get a complete support script for refunds, late deliveries, angry customers, cancellations and 11 other situations. Choose live chat, phone, email or social DM, and a warm, professional or concise tone.

100% free
No sign-up
Runs in your browser

Scenario

Channel

Tone

Company name

Agent name

Product or service (optional)

Used in lines like 'your running shoes'. Leave blank for a generic word.

Replace the [bracketed] details before you use it.

Opening

Hi there, thanks for reaching out to [Company]! I'm [Your name], and I'm happy to help.

Acknowledge

I'm sorry to hear that. I'll make the refund as easy as I can.

Discovery questions

Could you share your order number?

Has the item been used or opened?

Would you like the refund to your original payment method, or would store credit suit you better?

When did you receive it?

Resolution

Bear with me a moment while I look into this for you.

(Check the order date against the [30]-day refund policy.)

Thanks. Your order is within our [30]-day refund window, so I've started a refund of [amount] to your [payment method].

You'll get a confirmation email shortly. Banks usually take [5-10] business days to show the money in your account.

If the item needs to come back, I've emailed you a prepaid return label. Please send it within [14] days.

Closing

Is there anything else I can help with today?

Thanks for chatting with us, [Customer name]! Have a great day.

If things go differently

If: The order is outside the refund window
I can't offer a full refund because the order is past our [30]-day window, but I can offer [store credit/an exchange/a partial refund] instead. Would that work for you?
If: The refund hasn't arrived after the stated time
I'm sorry it's taking longer. Your refund reference is [reference]. Your bank can use it to trace the payment. If it hasn't arrived by [date], let me know and I'll chase it personally.
If: The customer is still unhappy
I hear you, and I want this to end fairly. I'm passing your case to my supervisor, [name], who can review it. You'll hear back within [timeframe].

Do

State the exact amount and timeline.
Send written confirmation with a reference number.
Ask for the reason without making the customer justify themselves.

Don't

Make the customer repeat the request to several people.
Promise a date your bank or payment provider controls.
Push store credit before you know what the customer wants.

How a good support script is structured

Most support conversations follow the same shape, whatever the problem. A script makes sure each step happens, so customers get a consistent answer no matter who replies.

Open with your name and the company, so the customer knows who they're talking to.
Acknowledge the problem in one sentence. Say sorry once, and mean it.
Ask only the questions you need, starting with the order or account number.
Resolve with a specific action, an amount and a date. Vague promises create follow-up messages.
Plan for other outcomes, including when and how to escalate.
Close by checking nothing else is needed and giving a reference number.

Adapting scripts by channel

On the phone, pauses and repeating details back matter more than exact wording. In live chat and DMs, short messages read better than long paragraphs, and it's fine to send two or three in a row. Email needs a clear subject line and everything the customer needs in one message, because each reply can take hours.

Keep scripts honest

Only promise what your policy allows. If your refund window is 14 days, don't leave 30 in the script. Review scripts whenever a policy, price or process changes.

How it works

How to use it

Step 1
Add your details
Enter your company, your name and what you sell. Leave any field blank to keep a placeholder you can fill in later.
Step 2
Pick the situation
Choose one of 15 scenarios, the channel (live chat, phone, email or social DM) and the tone you want.
Step 3
Fill the brackets and use it
Replace the [bracketed] details, then copy a section or the full script into your help desk, macros or training notes.

FAQs

Frequently asked questions

Answers to common questions about the Customer Service Script Generator.

: An opening line, an empathy or acknowledgement line, discovery questions, resolution steps, what to say if the conversation goes differently (including when to escalate), a closing, and do and don't tips for that situation. Email scripts are written as ready-to-send emails with a subject line.
: Phone scripts include spoken lines plus cues such as when to pause or offer a hold. Live chat and social DM scripts are written as short messages, and DMs ask fewer questions at once. Email scripts come as a first email asking for details and a second one with the resolution, or as a single update email for proactive messages like outage apologies.
: They're placeholders for details only you know, such as order numbers, amounts, dates, your refund window or a team name. Replace them before you send anything. Leaving the company, agent or product field blank also keeps a placeholder in the script.
: No. Scripts work best as a starting point. They make sure nothing important is missed, like confirming the order number or giving a timeline, while agents adapt the wording to the customer in front of them. Customers notice robotic replies, especially when they're upset.
: No. Every script is assembled from templates written for each scenario, channel and tone. 'Generate another version' swaps in alternative openings, empathy lines and questions. Nothing you type leaves your browser.
: Yes. Hypello's AI agents can answer Instagram DMs, collect a customer's name, email and phone number, share discount codes and transfer the conversation to your team when a person needs to step in.

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