20 WhatsApp Customer Service Response Templates You Can Copy

Greetings and first replies

• “Hi [Name], thanks for getting in touch. I’m [Agent] from [Company]. How can I help?”
• “Hello, and welcome to [Company]. Tell me a bit about what you need and I’ll point you in the right direction.”
• “Thanks for your message. We’re currently outside opening hours ([hours]), but we’ll reply first thing on [day].”

Buying time

• “Thanks for waiting, [Name]. I’m checking this now and will come back to you within [time].”
• “I want to get this right, so I’m checking with our [team]. I’ll update you by [time] today.”
• “That’s a great question. Give me a couple of minutes to find the exact answer.”

Apologies and problem-solving

• “I’m sorry about that, [Name]. That’s not the experience we want you to have. Here’s what I’m going to do: [action].”
• “Thank you for flagging this. I’ve raised it with [team] and will personally update you on [day].”
• “I understand how frustrating this is. Let me fix it now. Could you confirm [detail]?”

For longer issues, turn the chat into a ticket so the follow-up is tracked. See WhatsApp ticketing and handling difficult customers.

Orders and deliveries

• “Your order [number] is on its way and should arrive by [date]. Tracking: [link].”
• “I can see your order [number] was delivered on [date] to [location]. Can you check with neighbours or a safe place?”
• “We’ve started your return. You’ll get a confirmation at [email] and your refund within [timeframe] of us receiving the item.”

Handoffs and escalation

• “I’m passing you to [Name] on our [team] who can help with this. I’ve shared everything so you won’t need to repeat yourself.”
• “This needs a specialist, so I’ve created a ticket ([ID]). [Name] will contact you by [time].”

Closing

• “Glad we could sort that. Anything else I can help with today?”
• “I’m going to close this chat now. If you need anything else, just message us here and it’ll reopen.”
• “Thanks for your patience, [Name]. Would you rate your experience from 1 to 5?”

Writing tips that make templates work

1. Use the customer’s name and one specific detail so it never reads like a broadcast.
2. Give a time, not “soon.” “By 3pm today” beats “as soon as possible.”
3. Keep it short. Two or three sentences; it is a chat, not an email.
4. Review your saved replies quarterly. Remove ones agents never use.
5. Remember the window. Free-form saved replies only work while the customer’s 24-hour window is open; after that you need an approved template.

In Resolvenyx you can store these as quick replies with variables and search them from a picker inside any conversation.