50+ Canned Responses for Customer Service, Email, and Live Chat

Your customer service team answers the same questions dozens of times each day. Shipping updates. Return policies. Password resets. Billing questions. Each agent types responses from scratch, spending minutes on messages they could send in seconds.

This repetition drains time and creates inconsistency. One agent writes a thorough, friendly response. Another rushes through the same question with typos and missing details. Customers notice.

Canned responses solve both problems. These pre-written templates give your team instant access to polished, accurate replies for common situations. Response times drop. Quality stays consistent. Customers get better service.

This guide provides 50+ ready-to-use canned responses organized by category. Copy them directly into your help desk, email client, or text expansion tool.

What is a canned response?

A canned response is a pre-written message that customer service agents use to answer common questions quickly. Instead of typing the same return policy explanation or shipping update repeatedly, agents select a template and send it immediately.

The name comes from preserved food that stays ready to use at any moment. Canned responses work the same way. You write them once, store them in your support software, and deploy them when the right situation appears.

You might hear canned responses called saved replies, quick responses, macros, templates, or Snippets depending on the platform. The function stays the same regardless of the terminology.

Effective canned responses share three qualities. They answer the question completely without requiring follow-up. They match your brand voice so they sound like a real person wrote them. They include personalization elements like the customer’s name or specific order details.

Why canned responses matter for customer service teams

Response time matters more than most support metrics. According to HubSpot research, 90% of customers rate an immediate response as important when they have a service question, and 60% define “immediate” as 10 minutes or less. Canned responses make that speed possible.

A routine customer service email can take several minutes to write from scratch. With canned responses, that same reply takes seconds. This efficiency lets agents handle more conversations without sacrificing quality. Customer service teams using text expansion tools report significant time savings on repetitive communication.

Consistency matters too. When every agent uses the same approved templates, customers receive accurate information regardless of who handles their request. No more confusion from conflicting answers about policies or procedures.

New team members benefit during training. Instead of memorizing complex policy details, they learn to identify situations and apply the appropriate template. This shortens onboarding time and reduces errors during the learning period.

Greeting canned responses

Strong openings set the tone for the entire conversation. These templates acknowledge the customer, introduce the agent, and move toward resolution.

Standard greeting

Hello [Customer Name],

Thank you for reaching out to [Company Name]. My name is [Agent Name], and I am here to help you today.

I have reviewed your message about [issue summary]. Let me provide the information you need.

Returning customer greeting

Hello [Customer Name],

Welcome back to [Company Name] support. I see you have been with us since [date], and we appreciate your continued trust.

How can I assist you today?

High-volume queue greeting

Hello [Customer Name],

Thank you for your patience while waiting to connect with us. I understand your time is valuable, so let me get your question resolved quickly.

I am [Agent Name]. What can I help you with?

After-hours acknowledgment

Hello [Customer Name],

Thank you for contacting [Company Name]. Our support team received your message outside business hours.

We operate Monday through Friday, 9 AM to 6 PM [timezone]. A team member will respond within [timeframe] when we reopen.

If your issue is urgent, please visit [self-service resource link] for immediate assistance.

Information request canned responses

Customers provide incomplete details more often than complete ones. These templates ask for more information without making customers feel interrogated.

Account verification request

Thank you for contacting us about your account.

To protect your privacy and confirm I am speaking with the account holder, please verify the email address on your account and the last four digits of your payment method.

Once verified, I will have full access to help resolve your issue.

Order number request

I would be happy to look into this for you.

To locate your order, please provide your order number. You can find this in your confirmation email subject line or by signing in to your account at [account URL].

Technical issue details request

I want to make sure I understand your issue correctly so we can resolve it quickly.

Please share the device and operating system you are using, the browser or app version, and the exact error message or behavior you are experiencing.

Screenshots help tremendously if you are able to capture them.

Shipping address confirmation

Before I process this change, please confirm your complete shipping address including street address, city, state, and postal code.

I will update your order as soon as I receive this information.

Order and shipping canned responses

Order status questions make up a significant portion of customer service volume. These templates provide clear, actionable information.

Order confirmation

Your order [order number] has been confirmed and is being prepared for shipment.

You will receive a tracking email within [timeframe] once your package ships. In the meantime, you can view your order status anytime at [order tracking URL].

Shipping delay notification

I understand waiting for your order is frustrating, and I apologize for this delay.

Your package experienced an unexpected delay due to [reason]. The new estimated delivery date is [date].

You can track your shipment at [tracking URL]. If it does not arrive by [date], please contact us and we will investigate further.

Tracking information provided

Your order [order number] shipped on [date] via [carrier].

Your tracking number is [tracking number]. You can monitor delivery progress at [carrier tracking URL].

Estimated delivery is [date]. The carrier will leave the package [delivery instructions based on shipping method].

International shipping inquiry

We ship internationally to most countries. Delivery times for international orders range from [timeframe] depending on your location.

International shipments may be subject to customs fees, import duties, or taxes. These charges are determined by your country’s regulations and are the responsibility of the recipient.

Missing package response

I am sorry your package has not arrived as expected. Let me help track it down.

According to our records, [carrier] marked your package as delivered on [date] to [delivery location]. Here are steps that help locate missing packages: check with neighbors or building management, look in secondary delivery locations like back porches or garages, and contact [carrier] directly at [phone number] with tracking number [tracking number].

If the package does not turn up within 48 hours, reply to this message and I will initiate a claim and send a replacement.

Returns and refunds canned responses

Return and refund conversations require clarity about policies and timelines. These templates minimize confusion and set accurate expectations.

Return policy overview

Our return policy allows returns within [number] days of delivery for items in original condition with tags attached.

To start a return, visit [returns portal URL] and enter your order number. You will receive a prepaid shipping label via email within [timeframe].

Refunds process within [timeframe] after we receive and inspect your returned item.

Return approved with label

Your return request for order [order number] has been approved.

I have attached your prepaid return shipping label to this email. Please print it and attach it to your package. Drop the package at any [carrier] location or schedule a pickup at [pickup scheduling URL].

Once your return ships, you can track it using the same label tracking number.

Refund processed confirmation

Your refund for order [order number] has been processed.

Refund amount: [amount] Original payment method: [payment method ending in XXXX] Processing time: [timeframe]

The refund will appear on your statement within [timeframe] depending on your bank’s processing speed. Your refund reference number is [reference number] for your records.

Return declined explanation

Thank you for your return request for order [order number].

After reviewing your request, we are unable to process this return because [specific reason such as item is past return window or item shows signs of use beyond inspection].

Our return policy states [relevant policy detail]. I understand this is disappointing. Here are some alternatives that may help: [list relevant options like store credit, exchange, or repair service].

Refund timing inquiry

I checked on your refund status for order [order number].

Your refund of [amount] was processed on [date]. Credit card refunds take 5 to 10 business days to appear on statements. Debit cards take 7 to 14 business days.

If you do not see the refund by [calculated date], please contact your bank with reference number [reference number] to trace the transaction.

Technical support canned responses

Technical issues require clear instructions and patience. These templates guide customers through troubleshooting without condescension.

Basic troubleshooting steps

Let me walk you through some troubleshooting steps that resolve this issue for most customers.

First, close the app completely and reopen it. If the issue persists, clear your browser cache by pressing Ctrl+Shift+Delete on Windows or Command+Shift+Delete on Mac, then select Clear Data.

If you are using our mobile app, uninstalling and reinstalling the latest version from the app store resolves most issues.

Let me know what happens after trying these steps.

Password reset instructions

I have sent a password reset link to the email address associated with your account.

Please check your inbox for an email from [sender email]. Click the reset link within 24 hours to create a new password. If you do not see the email, check your spam or junk folder.

Password requirements include minimum 8 characters with at least one uppercase letter, one number, and one special character.

Known issue acknowledgment

Thank you for reporting this issue. Our engineering team is aware of this problem and working on a fix.

The issue affects [description of affected users or features]. Our current estimated resolution time is [timeframe].

I have added your email to our notification list. You will receive an update when the fix goes live. In the meantime, [workaround if available].

We apologize for the inconvenience and appreciate your patience.

Feature request response

Thank you for this suggestion. We appreciate customers who take time to share ideas for improving our product.

I have logged your request for [feature description] and forwarded it to our product team. While I cannot promise a specific timeline or guarantee implementation, customer feedback directly influences our development roadmap.

You can see features we are currently building and vote on other suggestions at [product roadmap URL].

Browser compatibility issue

The issue you are experiencing appears related to browser compatibility.

Our platform works best with the latest versions of Chrome, Firefox, Safari, and Edge. Based on your description, you are using [browser and version], which [explain specific compatibility issue].

Please try accessing [product] using an updated version of one of our supported browsers. If the issue persists in a supported browser, reply to this message with a screenshot and we will investigate further.

Account and billing canned responses

Account and billing questions require accuracy and security awareness. These templates address common concerns while protecting customer information.

Subscription cancellation confirmation

Your [subscription name] has been canceled effective [date].

You will continue to have access to [subscription features] until your current billing period ends on [date]. After that date, your account will convert to our free plan, which includes [free plan features].

If you change your mind, you can reactivate your subscription at any time from your account settings.

We would appreciate any feedback about why you decided to cancel. Your input helps us improve.

Payment failure notification

We attempted to process your payment of [amount] on [date], but the charge was declined.

Please update your payment information at [billing settings URL] within [timeframe] to avoid service interruption. Common reasons for declined payments include expired cards, insufficient funds, or outdated billing addresses.

If you believe this is an error, please contact your bank to authorize the charge, then reply to this message and we will retry the payment.

Invoice request fulfilled

I have attached the invoice for your request. Here are the details:

Invoice Number: [number] Invoice Date: [date] Amount: [amount] Payment Status: [status]

You can access all your invoices anytime by signing in to your account and visiting [billing history URL].

If you need invoices in a different format or require additional documentation, please let me know.

Subscription upgrade confirmation

Your account has been upgraded to [plan name].

Your new features are available immediately and include [list key features]. The prorated charge of [amount] covers the remainder of your current billing cycle.

Starting [next billing date], your regular monthly charge will be [new amount].

Questions about your new features? Visit [help docs URL] or reply to this message.

Duplicate charge inquiry response

I reviewed your account and see the charges you mentioned.

After investigation, [explain the situation such as these are two separate charges for different items, or this appears to be a duplicate charge that occurred due to X].

[If refund needed:] I have processed a refund of [amount] to your original payment method. Expect to see this credit within [timeframe].

[If not duplicate:] If you have questions about either charge, I am happy to provide additional details.

Complaint handling canned responses

Complaints require empathy, ownership, and clear resolution paths. These templates acknowledge frustration without being defensive.

General complaint acknowledgment

I am sorry you have had this experience with [Company Name]. This is not the level of service we aim to provide, and I understand your frustration.

Let me make this right. I am [specific action you are taking to resolve the issue].

While I work on this, is there anything else about this situation I should know?

Service failure apology

You are right to be disappointed. We failed to [specific failure], and I apologize for the inconvenience this caused.

Here is what happened: [brief, honest explanation without excessive excuses].

To make this right, I am [specific resolution such as refunding your order, sending a replacement, or applying credit]. This should be completed by [timeframe].

I have flagged this issue internally to prevent it from happening to other customers.

Escalation to supervisor

I understand you would like to speak with a supervisor about this matter.

I am escalating your case to [supervisor name or title], who will review your situation and contact you within [timeframe]. They have full authority to [specific resolution powers].

Your case number is [case number]. Please reference this number in any future communications.

Is there anything additional you would like me to include in the escalation notes?

Compensation offer

I want to apologize again for [specific issue] and thank you for your patience while we resolved it.

As a gesture of goodwill, I have applied [specific compensation such as credit, discount, or free month] to your account. This is available immediately and [explain how to use it or when it expires].

We value your business and hope this helps restore your confidence in [Company Name].

Follow-up after complaint resolution

I wanted to follow up on the issue you reported on [date] regarding [issue summary].

Our records show this was resolved on [date] with [resolution summary]. I want to confirm that everything is working as expected now.

If you are still experiencing any issues or have additional concerns, please reply to this message. Your satisfaction matters to us.

Live chat canned responses

Live chat conversations move faster than email. These templates work for real-time communication with shorter, more conversational phrasing.

Chat greeting

Hi [Customer Name], thanks for chatting with us. I am [Agent Name]. How can I help you today?

Brief hold request

I need about 2 minutes to look into this. Mind if I put you on a brief hold?

Returning from hold

Thanks for waiting. I found the information you need.

Transfer notification

I want to get you to the right person for this question. I am transferring you to our [department] team now. They will have full context about your issue.

Requesting email follow-up

This issue needs more detailed investigation than I can complete during our chat. I would like to follow up via email within [timeframe] with a complete resolution.

Can you confirm [email address] is the best address to reach you?

Chat closing

Is there anything else I can help you with today?

Post-chat survey request

Thanks for chatting with us today. You should receive a brief survey in a moment. Your feedback helps us improve our service.

Email-specific canned responses

Email allows for more detailed responses and formal documentation. These templates work well for asynchronous communication.

Email acknowledgment

Thank you for contacting [Company Name] support.

We have received your message and assigned it ticket number [ticket number]. A team member will respond within [SLA timeframe].

In the meantime, you might find answers in our help center at [help center URL].

Detailed follow-up

Following up on your question about [topic], here is the complete information you requested.

[Detailed explanation organized in clear paragraphs]

I have attached [relevant documentation] for your reference. If any part of this needs clarification, reply to this email and I will explain further.

Case closure notification

I am writing to confirm that your support case [case number] regarding [issue summary] has been resolved.

Resolution summary: [brief description of what was done]

If you experience this issue again or have other questions, reference case number [case number] when you contact us for faster service.

Thank you for choosing [Company Name].

Industry-specific canned response examples

Different industries have unique terminology and concerns. These templates address sector-specific situations.

Healthcare appointment confirmation

Your appointment with [provider name] is confirmed for [date] at [time].

Please arrive 15 minutes early to complete any necessary paperwork. Bring your insurance card and a valid photo ID.

If you need to reschedule, please give us at least 24 hours notice by calling [phone number] or visiting [patient portal URL].

Healthcare insurance verification

We have verified your insurance coverage for [service type].

Your plan covers this service with the following cost-sharing: [copay or coinsurance details]. Your estimated out-of-pocket cost is [amount].

This is an estimate based on information from your insurance provider. Final costs may vary based on services rendered.

SaaS trial expiration reminder

Your free trial of [product name] ends in [number] days on [date].

To continue using [key feature], [key feature], and [key feature] without interruption, upgrade your account at [upgrade URL].

Compare our plans at $3.33/mo. Questions about which plan fits your needs? Reply to this email and we will help you decide.

SaaS API integration support

Welcome to the [product name] API. Here is what you need to get started:

Your API key is located in your account dashboard under Settings, then API Access. Keep this key confidential and never share it in public repositories or client-side code.

Our API documentation at [docs URL] includes authentication examples, endpoint references, and rate limit information.

For integration questions, our developer support team is available at [developer support email].

E-commerce size guide assistance

Thank you for asking about sizing for [product name].

Based on the measurements you provided, I recommend size [size]. This product runs [true to size, small, or large], so [adjustment recommendation if applicable].

Our complete size guide with measurement instructions is available at [size guide URL]. We offer free returns within [number] days if the fit is not quite right.

E-commerce back in stock notification

The item you requested is now available.

[Product name] is back in stock in [available sizes or colors]. Based on demand, this item sells quickly, so we recommend ordering soon.

Shop now at [product URL].

How to build your canned response library

The examples in this guide provide a starting point. Your most effective canned responses will address your specific customer base and common issues.

Start by reviewing your last 100 customer conversations. Identify questions that appear repeatedly and note the language customers use to describe their problems. These patterns reveal where standardized responses save the most time.

Write canned responses in your brand voice. If your company communicates casually, your templates should match. If your industry requires formal communication, maintain that tone.

Include personalization tokens wherever possible. Modern help desks and text expansion tools support dynamic fields that automatically insert customer names, order numbers, and other relevant details. These tokens make templated responses feel personal.

Test your canned responses before deploying them broadly. Send them to colleagues for feedback on clarity and tone. Verify that all links work and all information is accurate.

Review and update your library quarterly. Policies change, products evolve, and new issues emerge. Outdated canned responses create problems rather than solving them.

Organize your responses logically. Group them by category, tag them by use case, or both. The easier templates are to find, the more likely agents use them consistently.

Taking canned responses everywhere with TextExpander

Canned responses stored in help desk systems work well for dedicated support teams using a single platform. Many professionals answer customer questions across email, chat, social media, and other tools that do not connect to a central help desk.

TextExpander makes your canned responses available everywhere you type. Create a Snippet once, then insert it with a short abbreviation in any app. Type “;greeting” and your full customer greeting appears instantly.

TextExpander Snippets go beyond static text. Fill-in fields prompt you for customer names and order numbers. Optional sections let you include or exclude content based on the situation. Date calculations automatically adjust delivery estimates.

Teams share Snippet libraries to keep everyone using the same approved responses. When policies change, update the shared Snippet once and every team member immediately has the correct information. Explore our free customer support templates to get started.

Measuring canned response effectiveness

Track metrics to ensure your canned responses improve service rather than making it feel impersonal.

Monitor response time before and after implementing canned responses. You should see a measurable decrease in average handle time for routine inquiries.

Watch customer satisfaction scores for conversations that use canned responses versus those that do not. Well-crafted templates maintain or improve satisfaction rates.

Check first contact resolution rates. Good canned responses answer questions completely, reducing back-and-forth messages.

Gather agent feedback regularly. The people using these templates daily notice when responses need updating or when certain templates cause customer confusion.

Test different versions of high-volume responses. Small wording changes can impact customer perception and outcomes.

Start responding faster today

Canned responses save time without sacrificing quality. They give your team consistent language for consistent situations while preserving the flexibility to personalize each interaction.

Start with the templates in this guide, then build your own library based on your most common customer conversations. Update regularly, measure results, and refine based on feedback.

Your customers get faster, more accurate responses. Your team spends less time on repetitive typing and more time solving complex problems.