Ecommerce Chatbot Script Templates

Greeting and opening

When to use: Use it as the first message when the chat widget opens on your store.

Bot

Hi, welcome to store name. I can track an order, help you find a product, or sort out a return.

If you just want to check where your order is, you can track it any time at order status link.

Bot

Otherwise, what can I help with -- option list?

If the visitor just says hi

No problem. We are around hours. Most people are tracking an order, hunting for a product, or handling a return -- which is you?

Why it works

It leads with order tracking, because where is my order is by far the most common store chat, and a worried shopper should not have to dig for it. Clear options for everyone else keep browsing and returns moving without a wall of text at the top of the chat.

Order status lookup

When to use: Use it when a shopper asks where their order is or when it will arrive.

Bot

Happy to check. What is your order reference? That is all I need to pull it up.

Visitor shares it

Bot

Thanks -- here is your live tracking: tracking link. It updates as the carrier scans it.

If the order looks delayed

I can see it is running behind the original estimate. delay note If you would like, I can flag it for a person to chase with the carrier.

If the order number does not match

No match on that one -- double-check the confirmation email, or share the email you used and I will hand it to support handoff to find it.

Why it works

It asks for a single identifier instead of a login or a form, so a shopper gets their tracking in one step. Owning the delayed and not-found cases -- flagging a chase or handing off -- keeps the bot useful even when the simple lookup does not resolve it.

Product finder

When to use: Use it when a shopper is browsing but unsure which product fits.

Bot

Happy to help you find the right one. Quick question so I do not overwhelm you: use question?

Visitor answers

Bot

Based on that, I would look at these first: product link. If you want the full range, the category is here: category link.

If they are still unsure

No problem -- tell me a bit more about how you will use it and I will narrow it to a couple of strong options rather than the whole shelf.

If nothing quite fits

If none of those are right, I can pass you to someone at store name who knows the range inside out and can suggest an alternative.

Why it works

It asks about the use rather than the spec, because most shoppers cannot name the feature they need, and then narrows to two or three good matches instead of the whole catalog. The human fallback catches the rare case where nothing on the shelf quite fits.

Returns and exchanges

When to use: Use it when a shopper wants to send something back or swap it.

Bot

Sorry it was not quite right -- returns are easy. You are within our return window, so you are good to go.

Bot

Start your return or exchange here and print the label: return portal.

If they would rather exchange

Happy to swap it instead. exchange note Tell me the size or colour you want and I will check it is in stock before you send the first one back.

If they are outside the window or unsure

Let me be straight about the conditions rather than surprise you at the refund stage -- the full policy is here: policy link, and I can still see what we can do.

Why it works

It states the window and condition up front, so there is no bait-and-switch feeling at the refund stage, and it offers an exchange with a stock check before the shopper posts anything. Being honest about edge cases early is what keeps a return from turning into a complaint.

Abandoned-cart nudge

When to use: Use it when a returning visitor still has items sitting in an unfinished cart.

Bot

Welcome back to store name. I noticed you still have a few things in your cart -- want me to take you straight there? cart link

Bot

If something held you up, I am happy to help. A lot of people pause on common blocker, and that is usually quick to sort.

If they mention a specific worry

Good to know -- let me clear that up for you before you decide, so you are not guessing at checkout.

If they are not ready to buy

No pressure at all. I can hold the cart and send a reminder if you share your contact capture, or you can pick it back up whenever suits.

Why it works

It leads with help on the thing that usually stalls a cart -- sizing, shipping, or a checkout worry -- rather than a reflex discount that just trains shoppers to abandon carts on purpose. Offering to hold the cart keeps a hesitant shopper warm without giving margin away.

Hand off to a human

When to use: Use it when the visitor asks for a person or the issue needs a human.

Bot

Let me bring in a real person from the team name. I will pass along what we have so you do not repeat yourself.

Bot

Here is what I am handing over, including your order reference: summary.

Bot

Keep this window open and they will pick up right here.

Bot

Someone should be with you in about wait time. Thanks for bearing with us.

If the team is offline

We are closed right now, but I have logged the issue with your order reference, and it is flagged so support sees it first thing.

Why it works

It carries the order number into the handoff, so support opens already looking at the right order instead of asking the shopper to start over. A real wait time and a logged, flagged request for offline hours turn the transfer into a smooth pass rather than a dead end.