AI Agent Response Templates: 25+ Ready-to-Use Scripts for 2026

Save weeks of development time with these battle-tested AI agent response templates. Each template includes personalization variables, fallback options, and has been validated in production environments.

Template Variables Guide

These variables work with most AI agent platforms. Replace with your actual data sources:

Greeting & Opening Templates

Variable	Description	Example Value
{customer_name}	Customer's first name from CRM	Sarah
{order_id}	Order reference number	#ORD-28471
{product_name}	Product purchased	Pro Widget 3000
{tracking_number}	Shipping tracking	1Z999AA10123456784
{delivery_date}	Expected delivery	March 3, 2026
{agent_name}	Human agent assigned	Michael
{company_name}	Your company name	Acme Corp

Standard Greeting (Business Hours)

Template 1: Friendly Professional

Hi {customer_name|there}! 👋 Thanks for reaching out to {company_name}. I'm here to help! What can I assist you with today?

Template 2: Direct & Efficient

Hello {customer_name|there}, Thank you for contacting {company_name}. I have access to your account information and order history. How can I help you today?

Template 3: Returning Customer Recognition

Welcome back, {customer_name}! I see you've been with us since {customer_since} — we really appreciate your loyalty. What brings you in today?

After-Hours Greeting

Template 4: Outside Business Hours

Hi {customer_name|there}! 👋 Thanks for reaching out! Our team is currently offline (we're available {business_hours}), but I can help with many common questions right now. For anything I can't handle, I'll make sure a team member gets back to you first thing. What do you need help with?

Template 5: Weekend Message

Hello {customer_name|there}, Happy weekend! 🌟 Our support team will be back on Monday, but I'm here 24/7 to help with: • Order status and tracking • Account questions • Basic troubleshooting • Returns and exchanges For complex issues, I'll flag your message for priority response on Monday morning. How can I help?

Order & Shipping Templates

Order Confirmation

Template 6: Order Received

Great news, {customer_name}! 🎉 I found your order {order_id}: 📦 {product_name} × {quantity} 💰 Total: {order_total} **Status:** {order_status} {IF status = "processing"} Your order is being prepared and will ship within 1-2 business days. You'll receive a tracking number via email once it's on the way! {ENDIF} {IF status = "shipped"} Your order is on its way! Track it here: {tracking_url} Expected delivery: {delivery_date} {ENDIF} Anything else you'd like to know about this order?

Template 7: Shipping Delay Notification

Hi {customer_name}, I wanted to give you an update on your order {order_id}. Unfortunately, we're experiencing a slight delay with your {product_name}. The new estimated shipping date is {new_ship_date}. **What happened:** {delay_reason} **What we're doing:** We've prioritized your order and upgraded your shipping to {upgraded_shipping} at no extra cost. I sincerely apologize for any inconvenience. Is there anything I can do to make this right?

Tracking & Delivery

Template 8: Tracking Request

Here's your tracking info for order {order_id}: 📦 **Carrier:** {carrier} 🔍 **Tracking #:** {tracking_number} 📍 **Current Location:** {current_location} 📅 **Expected Delivery:** {delivery_date} {IF delivery_status = "out_for_delivery"} 🚚 Great news — your package is out for delivery today! {ENDIF} Track in real-time: {tracking_url} Questions about your delivery?

Template 9: Delivery Exception

Hi {customer_name}, I see there's a delivery exception on your order {order_id}. Let me look into this for you. **What happened:** {exception_reason} **Current status:** {exception_status} Here are your options: 1. **Reschedule delivery** — I can arrange redelivery for {available_dates} 2. **Hold for pickup** — Available at {pickup_location} 3. **Change address** — If you need it sent elsewhere Which would work best for you?

Returns & Refunds Templates

Return Initiation

Template 10: Return Approved

I've processed your return request for order {order_id}! ✅ **Return Details:** • Item: {product_name} • Reason: {return_reason} • Refund Amount: {refund_amount} • Refund Method: {original_payment_method} **Next Steps:** 1. Pack the item in its original packaging (if possible) 2. Include this return label: {return_label_url} 3. Drop off at any {carrier} location **Important:** Return must be postmarked by {return_deadline} Once we receive and inspect the item, your refund will process within 3-5 business days. Need a printable return label sent to your email?

Template 11: Exchange Request

I'd be happy to help you exchange your {product_name}! **Current Item:** {current_item_details} **What would you like instead?** Available options: {available_options} {IF price_difference > 0} Note: There's a price difference of {price_difference}. Would you like me to charge the difference to your original payment method? {ENDIF} {IF price_difference < 0} Note: You'll receive a refund of {abs(price_difference)} for the price difference. {ENDIF} Which option would you prefer?

Technical Support Templates

Basic Troubleshooting

Template 12: Password Reset

No problem, {customer_name}! I can help you reset your password. I'll send a secure reset link to {email_on_file}. **The link will expire in 30 minutes** for security. {IF email_different} If you'd like to use a different email, let me know and I can verify your account first. {ENDIF} Should I send the reset link now?

Template 13: Login Issues

Let's get you logged in, {customer_name}. I see your account is associated with {email_on_file}. **Common login issues I can help with:** 1. **Forgot password** — I can send a reset link 2. **Account locked** — I can unlock it after verification 3. **Email not recognized** — Let me search for your account Which situation matches yours? {IF account_locked} ⚠️ I noticed your account was locked after {failed_attempts} failed login attempts. For security, I'll need to verify your identity before unlocking. Can you confirm the last 4 digits of the payment method on file? {ENDIF}

Product Issues

Template 14: Defective Product

I'm really sorry to hear your {product_name} isn't working properly, {customer_name}. That's frustrating and not the experience we want you to have. **Let me gather some details:** 1. Can you describe what's happening (or not happening)? 2. When did you first notice the issue? 3. Have you tried any troubleshooting steps already? {IF has_troubleshooting_guide} While you share those details, here's our troubleshooting guide that might help: {troubleshooting_url} {ENDIF} Once I understand the issue better, I can offer: - Immediate replacement - Full refund - Store credit + bonus What's going on with your product?

Template 15: Feature Request

Thanks for the feature suggestion, {customer_name}! 🙌 **You requested:** {feature_request} This is a great idea — I've logged it with our product team and added your vote to this feature request. {IF feature_on_roadmap} Good news: This feature is currently on our roadmap for {expected_release}! I'll make sure you're notified when it launches. {ENDIF} {IF feature_not_planned} Our team reviews all feature requests quarterly. While I can't promise implementation, feedback like yours directly influences our priorities. {ENDIF} Is there anything else about the product I can help with today?

Sales & Qualification Templates

Lead Response

Template 16: Inbound Lead Response

Hi {customer_name|there}! Thanks for your interest in {company_name}! I'd love to learn more about what you're looking for. **Quick questions to help me match you with the right solution:** 1. What's your biggest challenge right now with {relevant_topic}? 2. How soon are you looking to implement a solution? 3. What's your role at {company_from_email}? {IF pricing_page_visit} I noticed you were checking out our pricing — any questions I can answer about our plans? {ENDIF} Feel free to answer any or all of these, and I'll connect you with the best resources (or a human if you'd prefer to talk).

Template 17: Pricing Inquiry

Great question about pricing, {customer_name}! Here's a quick overview of our plans: **Starter — ${starter_price}/mo** ✓ Up to {starter_limit} users ✓ {starter_features} **Pro — ${pro_price}/mo** ✓ Up to {pro_limit} users ✓ Everything in Starter, plus: ✓ {pro_features} **Enterprise — Custom** ✓ Unlimited users ✓ Dedicated support + SLA ✓ Custom integrations **To give you the most accurate recommendation:** How many team members would need access? {IF demo_available} Would you like to see the product in action? I can schedule a 15-minute demo with our team. {ENDIF}

Template 18: Competitor Comparison Request

Happy to help you compare, {customer_name}! Here's how {company_name} stacks up against {competitor_name}: | Feature | Us | Them | |---------|-----|------| {comparison_table} **Where we shine:** • {key_differentiator_1} • {key_differentiator_2} • {key_differentiator_3} **Honest take:** {competitor_name} might be better if {competitor_better_scenario}. But if {our_better_scenario}, we're likely the better fit. What matters most to you in this decision?

Escalation Templates

Human Handoff

Template 19: Standard Escalation

I want to make sure you get the best help for this, {customer_name}. This particular situation needs someone with specialized access that I don't have. I'm connecting you with {agent_name} from our {team_name} team. **Here's what I've shared with them:** • Your issue: {issue_summary} • Account: {account_id} • Priority: {priority_level} ⏱️ **Expected response time:** {response_time} I'll keep an eye on this conversation and make sure they follow up. Is there anything else I should add to the handoff notes?

Template 20: Urgent Escalation

I completely understand the urgency, {customer_name}. This needs immediate attention. I'm escalating this directly to our senior support team with **high priority** status. They're being notified right now. **Escalation Details:** • Issue: {urgent_issue} • Impact: {business_impact} • Reference #: {escalation_id} A senior team member will contact you within {urgent_response_time}. {IF phone_available} Would you prefer a phone call at {phone_on_file}? I can have them call you directly. {ENDIF} I'm staying with you until this is resolved. What else can I do right now?

Template 21: Complaint Escalation

{customer_name}, I hear you, and I'm genuinely sorry this has been your experience. What you're describing isn't the standard we hold ourselves to, and I want to make this right. **I'm doing three things right now:** 1. ✅ Escalating to our customer success manager, {manager_name} 2. ✅ Adding {compensation_amount} in store credit to your account 3. ✅ Flagging this for review to prevent it happening to others {manager_name} will personally reach out within 24 hours to: • Fully understand what went wrong • Ensure we resolve this to your satisfaction • Follow up on any remaining issues Is there anything specific you'd like me to communicate to them about what would make this right for you?

Closing & Follow-up Templates

Resolution Confirmation

Template 22: Issue Resolved

Great — I'm glad we could get that sorted for you, {customer_name}! ✅ **Quick summary of what we did:** {resolution_summary} You should see {expected_outcome} within {timeframe}. **Is there anything else I can help you with?** I'm happy to stick around!

Template 23: Satisfaction Check

Before you go, {customer_name} — Did I solve your problem today? • 😊 **Yes, thanks!** • 🤔 **Partially** — tell me more • 😕 **Not really** — let's try again Your feedback helps me get better at helping people like you!

Template 24: Follow-up Offer

Perfect, you're all set, {customer_name}! One last thing — I can follow up with you on {follow_up_date} to make sure everything is working as expected. Would that be helpful? If so, should I reach out via: • 📧 Email at {email} • 💬 SMS at {phone_last_four} Or no follow-up needed — you'll reach out if anything comes up?

Template 25: Final Closing

Thanks for chatting with me today, {customer_name}! 🙌 If anything else comes up, you know where to find me: • 💬 Right here in chat • 📧 {support_email} • 📞 {support_phone} Have a great {day_period}! ✨

Situation	Tone	Avoid
Standard support	Friendly, efficient	Overly casual or robotic
Complaints	Empathetic, action-oriented	Defensive, minimizing
Technical issues	Clear, patient	Jargon, condescension
Sales inquiries	Helpful, consultative	Pushy, evasive