Customer Service Script Generator
Draft a customer service script for live chat, email or phone from a scenario and the policies it must respect. Pick a tone, read it, and give it to the team.
A script is how twenty agents handle one scenario the same way, and it is the thing nobody gets round to writing. The refund-outside-the-window case gets answered from memory, the answer drifts by agent and by shift, and QA finds out from the CSAT comments. Most teams have a folder of half-finished scripts that were current two policy changes ago.
This tool drafts one script per scenario for the channel you pick. Give it the scenario, the business, and the policies the script has to respect — the refund window, what a manager can approve — and a model writes the opening, the questions to ask, the answer, and the close. A model drafts it, so read it before anyone uses it on a customer. The model reads your input once; nothing is stored beyond a short cache of the result.
This ran once, on one input. The product runs on your whole site, every conversation.
Write one for your real queue — start freeExample: live-chat script for a refund request outside the 30-day window
Opening Thanks for reaching out. I can see the order — placed on 2 June, so it's just outside our 30-day return window. Let me check what I can do. Confirm the facts Can you tell me what's wrong with the item? (Wait. If it's faulty, this is a warranty claim, not a return — switch scripts.) The answer Because we're past 30 days I can't issue a refund to your card. What I can offer is store credit for the full amount, which I'd need a manager to approve — that usually takes under an hour. If they push back I understand. The 30-day limit is the same for everyone, and I don't have a way around it. The credit doesn't expire, and it works on anything in the store. Close Shall I put the credit request in now? I'll message you here as soon as it's approved, and you'll see it in your account under Wallet.
What each input means
- 01
Channel
Live chat, email or phone. The channel changes the shape: chat gets short turns and a question before the answer, email gets one complete message, phone gets lines to say and pauses to listen. Pick the one this script will actually run on.
- 02
Scenario
One situation, in a sentence. "Customer wants a refund outside the 30-day window" is specific enough; "refunds" is not. If the scenario has two common variants, run it twice rather than asking for both in one script.
- 03
Business name and what it does
The name and a few words on the product, so the script uses your vocabulary — plan, order, booking, subscription — and not generic filler. The tagline from your homepage is fine.
- 04
Policies the script must respect
The rules the script cannot break: windows, exceptions, who can approve what, what to never promise. Copy them from the policy page or the macro the team uses today. Anything you leave out, the model will not know, and may guess at.
- 05
Tone
Warm, Professional or Brief. Warm apologizes and explains; Professional states the policy and the options; Brief is the version an experienced agent would actually say. Match the channel — Brief reads well in chat, less well in email.
Questions about this tool
One an agent can follow without reading it aloud. A good script names the scenario, opens by confirming the facts, gives the answer and the policy behind it, offers the options the agent is allowed to offer, and closes with a next step. It leaves the wording of sympathy to the agent and fixes the wording of the policy. Under 200 words is the rule of thumb; longer scripts get skimmed.