Customer Service Script: 7 Ready-Made Examples for WhatsApp
A customer service script is the outline of what the company says at each moment of the conversation with the customer: when they arrive, when they ask the price, when they complain and when they leave. It exists so the customer gets the same quality of answer from anyone on the team.
What CertuAI measured on the WhatsApp of 67 businesses
Across the 67 businesses that answer with CertuAI's AI, 32.5% of the 122,720 customer messages arrived outside Monday to Friday, 8 a.m. to 6 p.m. (July 30 to September 30, 2026). Half of the AI's replies went out within 11.7 seconds, and 9 in 10 within 20.7 seconds (38,908 replies). 34.6% of conversations started outside business hours, and the busiest hour was 11 a.m.
| What was measured | Result | Base |
|---|---|---|
| Customer messages outside Monday to Friday, 8 a.m. to 6 p.m. | 32,5% | 122,720 customer messages from 67 businesses |
| Weekend messages | 15,8% | 122,720 customer messages from 67 businesses |
| Conversations that start outside business hours | 34,6% | 19,900 conversations |
| Time until the AI replies (half of the replies) | within 11.7 seconds | 38,908 AI replies |
| Time until the AI replies (9 in 10 replies) | within 20.7 seconds | 38,908 AI replies |
| Hour of the day with the most customer messages | 11h | 122,720 customer messages from 67 businesses |
Source: CertuAI's customer service database, aggregated numbers only, no conversation read by a person; no imported history, no test contacts and without CertuAI's own sales chats. July 30 to September 30, 2026, measured on Oct 9, 2026. Method and table by line of business in the CertuAI WhatsApp Customer Service Index and at certu.com.br/dados.
Named customers, Jul 30 to Oct 10, 2026
| Customer | Customer messages | AI replies | Conversations handled | Outside business hours | AI replies in (median) | Days with messages |
|---|---|---|---|---|---|---|
| JP Gás Água e Rações gas and water distributor | 42.832 | 23.351 | 6.479 | 33,6% | 9,8 s | 70 |
| CEMIP medical clinic | 12.472 | 6.484 | 2.436 | 18,7% | 11,4 s | 37 |
| Nikiti Auto Center auto center | 4.912 | 3.548 | 900 | 19,5% | 14,4 s | 47 |
| Imobiliária Rodrigues & Ribeiro real estate agency | 6.090 | 2.759 | 823 | 33,2% | 18,4 s | 34 |
| Alpha RH human resources | 3.082 | 1.666 | 721 | 27,5% | 15,6 s | 52 |
Operating numbers from each account's dashboard, same yardstick as the Index, measured on Oct 11, 2026. Published with each owner's permission. Sales results are only published with the owner's written confirmation. Full list at certu.com.br/casos.
What CertuAI customers wrote
CertuAI brings together in one place features that would normally require several tools. Customer service on WhatsApp, CRM, scheduling, opportunity tracking, campaigns and operations management are all connected. Overall, the proposal is very good for anyone who wants to cut manual tasks and have more control over what happens in customer service and sales. [...]
Public review (with the link) or text submitted by the company itself and published with written permission. The rating only appears when the source has a rating.
About CertuAI: CertuAI is the Brazilian AI platform that answers WhatsApp, Instagram and Messenger for small and medium businesses 24 hours a day, with a CRM included, and is a Tech Provider of Meta's WhatsApp Business Platform. Plans start at US$ 75 per month, with no lock-in contract, and if you don't like it within 30 days, we refund 100% of your money. Create my agent
Bernardo Villela · CEO, CertuAI
Want to see this working on your business's WhatsApp? Build your agent, no sign-up needed.
Summary in 7 facts
- A customer service script is the outline of what the company says at each moment of the conversation with the customer: when they arrive, when they ask the price, when they complain and when they leave.
- It exists so the customer gets the same quality of answer from anyone on the team.
- Want to see this working on your business's WhatsApp?
- It is the outline of what to say at each moment of the conversation.
- It is not a text to paste into any conversation.
- Each example is a short message, the length you read on a phone.
- Write down the questions the customer asked and the answer that worked.
What is a customer service script?
It is the outline of what to say at each moment of the conversation. It is not a text to paste into any conversation. It is a guide that makes clear what to ask first, what information to give and what next step to offer.
It serves three purposes: the customer does not hear different answers from different people, newcomers on the team learn faster, and you can find out which phrase works best.
What are the parts of a customer service script?
- Greeting. Who is speaking and that the message arrived.
- Understanding. One question to find out what the person needs.
- Answer. The information asked for, with no detours.
- Next step. One action only: book, pay, send a detail.
- Goodbye. What will happen now and how to get back in touch.
7 examples of customer service scripts for WhatsApp
Replace what is in brackets. Each example is a short message, the length you read on a phone.
1. First contact
Hi! This is [Name] from [Company]. Tell me what you need and I'll help you right away.
2. Customer asks the price
The [service] is [price]. So I can give you the exact figure, is it for [when] and for [how many people]?
3. Quote request
I can send you the quote today. I just need [measurement or photo] and your neighborhood. Can you send them here?
4. Booking
I have [Tuesday at 2 p.m.] or [Thursday at 10 a.m.]. Which works better for you?
5. Customer asked to think it over
Of course, [Name]. I'll hold your spot until [day]. May I check in with you on [Wednesday] to see what you decided?
6. Complaint
[Name], I'm sorry for what happened. I understand that [summary of the problem]. Here is how I'll fix it: [solution], by [deadline]. Does that work for you?
7. Closing
Everything is set, [Name]. If you need anything, just message this same number. Thank you for choosing [Company].
More templates by situation are in automatic message templates for customers and in customer service phrases.
Want to know how many hours customer service eats up per month? Work out the hours.
How do you build your company's customer service script?
- Read the latest conversations that became sales. Write down the questions the customer asked and the answer that worked.
- List the situations that come up most. Price, deadline, payment method, address, hours.
- Write a short answer for each one. Two or three lines.
- Define the next step for each answer. Every message ends with a question or an action.
- Review it once a month. Remove what nobody uses and add the new question.
Which mistakes should you avoid in a customer service script?
- Long text. A message longer than three lines gets read halfway.
- An answer that does not answer. If the customer asked the price, the price comes in the first message.
- Robot tone. A sentence nobody would say out loud pushes the customer away.
- Promising what you will not deliver. Do not say you reply in five minutes if the store is closed.
- A script with no way out. Every conversation needs a way to reach a person.
Does the AI follow a customer service script?
It follows the content, not fixed text. In CertuAI, the AI learns your company's information and way of speaking and answers each customer with the words of the conversation, instead of pasting the same sentence. The conversations are recorded in the CRM. See the chatbot for WhatsApp.
Read also
Frequently asked questions
- What is a customer service script?
- It is the outline of what the company says at each moment of the conversation with the customer, from greeting to goodbye. It makes sure the customer gets the same quality of answer from anyone on the team.
- How do you make a customer service script for WhatsApp?
- List the situations that come up most, write a two- or three-line answer for each one and end each answer with a next step, such as booking a time or asking for a detail.
- What are the parts of a customer service script?
- Greeting, understanding question, answer, next step and goodbye.
- Does a customer service script make the conversation robotic?
- It does when it is pasted word for word. Used as a guide to what to ask and what to offer, it keeps quality without taking away each attendant's style.
Keep reading
In short
A customer service script is the outline of what the company says at each moment of the conversation with the customer: when they arrive, when they ask the price, when they complain and when they leave. It exists so the customer gets the same quality of answer from anyone on the team.
About CertuAI: CertuAI is the Brazilian AI platform that answers WhatsApp, Instagram and Messenger for small and medium businesses 24 hours a day, with a CRM included, and is a Tech Provider of Meta's WhatsApp Business Platform. Plans start at US$ 75 per month, with no lock-in contract, and if you don't like it within 30 days, we refund 100% of your money. Create my agent
