20 copy-ready chat replies in 5 groups: before buying, closing, after buying, problems and silent customers, plus tone options and auto-replies that do not sound stiff.
A chat arrives while you are busy. Reply slowly and the customer goes elsewhere; reply fast but curtly and you lose the goodwill. This article collects 20 chat reply templates in 5 groups. Copy, fill in the blanks and reply within a minute, with tone options and soft auto-replies.
Key takeaways
- Reply with 3 things: acknowledge, answer the question, say the next step
- Keep 20 ready messages in the app and adjust the name and details each time; never send the same block unchanged
- Log repeated questions and turn them into posts and a welcome message so they shrink over time
NoteChecked Oct 2026, with sources
Instagram and Meta Business Suite offer Saved replies for business and creator accounts, used by typing a shortcut in chat. This was checked against several guide summaries because the Help Center pages could not be read automatically on the day. Menu names and limits may differ by version, so look in your own app. For LINE OA auto-reply settings, see the Thai LINE help pages. This article states no prices or quotas.
In the templates, pick one polite particle for {ครับ/ค่ะ} that fits your brand and use it in every message. Fill the other braces with your shop's details.
Four rules for replying
Four rules for replying
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Customers want 3 things: is it what I need, how much, and when will I get it
20 situations in 5 groups
The templates come in 5 groups of 4 situations. Each is short enough for chat. Adjust the words to your shop's voice before each use.
Group 1: Before buying
Before buying, 4 situations
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Group 2: Closing
Closing, 4 situations
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Group 3: After buying
After buying, 4 situations
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WarningAsk before using a review
Before posting a customer's message or photo, get their consent every time and leave out their personal details.
Group 4: Problems
Problems, 4 situations
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TipShort apology, then the fix
A customer with a problem wants to know what happens next more than a long explanation. One sentence of apology, then the next step with a time.
Group 5: Silent customers
Silent customers, 4 situations
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Follow up a silent customer once or twice at most. No pushing, and no pressure lines such as it is almost gone if that is not true. For writing sales text people want to read, see sales caption formulas.
ExampleFilled example (made-up shop)
Situation 1: Hello! Linen scarf is 390 baht, in 5 colours. Tell us which you like. The shop and price are made up; use only your shop's real prices.
Three tones to match the brand
Same content, different tone depending on customer and brand. Pick one tone and keep it the same in every chat.
One message in 3 tones
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Tone can change, but the facts must stay complete and true
Auto-replies that do not sound stiff
An auto-reply says the shop got the message; it does not replace a reply. Use two kinds: a greeting for the first message and an outside-hours message. Set them in the app or Meta Business Suite using the menus your app has.
Greeting for a first message
Outside hours
WarningKeep auto-replies short and human
Long auto-replies that answer nothing frustrate customers. Keep them short and have a person reply at the time you state.
A table to log repeated questions
Every week, open past chats and note questions asked more than once. Turn them into posts, a Highlights FAQ or the welcome message. The same questions will fall.
Repeated-question log (fill in yourself)
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Repeated questions make a Q&A carousel at once. See 6 carousel templates.
When to move the chat to LINE OA
Chat on Instagram or Facebook is good for starting a conversation. When customers buy again, several orders run at once or you want to send tracking, LINE OA handles it more tidily.
Signs to move to LINE OA
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Invite politely, for example: if convenient, add our LINE so we can send tracking and new items. If they prefer, keep chatting the old way.
Before every message
Done 0/8
- Content
- Tone
- After the chat
ArticleSet Up a LINE OA for a Small Shop, From Signup to First Customer: DIY in One DayA DIY guide to LINE OA for a small shop: signup, profile, welcome and auto-replies, a 4-button Rich menu, admins, and bringing customers in from social media.
ArticleLINE OA Rich Menu and Broadcasts Customers Do Not BlockSet up a 4 to 6 button rich menu for a small shop, check image sizes against official pages, send 5 kinds of broadcasts, test frequency, measure blocks and copy Thai message templates.ServiceBuy LINE OA FriendsAdd friends to your LINE Official Account for your shop or brand. Choose a service, see the price per 1,000 units, no password, then pay by PromptPay.Frequently asked questions
How fast should I reply to a chat
There is no fixed number. State your reply hours clearly and keep to them. If you cannot reply in time, use an auto-reply to acknowledge first.
Do ready messages feel insincere
Not if you adjust the name and details each time. Ready messages help you reply completely and quickly; the reader should feel answered.
What if every customer haggles
Set discount terms in advance, such as buying a number of pieces, and use the same message for everyone to stay fair.
Where do I keep ready messages
Business accounts on Instagram and Meta Business Suite have Saved replies, as checked in Oct 2026, or keep them in a notes app and copy. Check the menu in your app.
How many times do I follow up a silent customer
One or two. Follow with new information or the time the item is held, then close politely.
Summary
Reply with three things: acknowledge, answer the question and give the next step. Keep 20 messages in the app, use one tone and log repeated questions into posts. A shop that replies with a system gets less tired and loses fewer customers.
A new shop that wants more chats starts by being known. A growth service can help you start. It is priced per 1,000, needs no password and accepts PromptPay. See Instagram followers, Facebook followers or LINE and Instagram services. Added numbers are not customers and do not guarantee sales; good replies and products must go with them. Try the free trial for eligible services at free trial.
