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Customer service chatbot template

Give your team the details to resolve a complaint. Use this free script to collect the issue, create a priority follow-up, and tell the customer what happens next.

  • Free 14-day trial
  • No credit card required

Example Complaint Follow-Up conversation:

  1. Customer: My order arrived damaged and I haven't heard back about a replacement.
  2. System: Complaint Follow-Up skill started
  3. AI agent: I'm sorry about that. What's your order number so I can create a priority follow-up for the team?
  4. Customer: It's order 10482.
  5. AI agent: Thank you. I've included the damaged delivery and missing replacement update. Our team will respond within the time promised in our support policy.
  6. System: Priority ticket created
  7. System: Chat tagged as priority_complaint

Join 35,000 brands that run their customer conversations with Text

PayPalIKEAAtlassianMcDonald'sINGMercedes-BenzRyanairPandoraHuaweiKiaGeberitSephoraVirginSubaru

Make this template answer customers on your website in 3 minutes via Text by ChatBot

No code. The skill you picked here is ready to activate the moment your trial starts, inside the same AI customer service software that runs the rest of your support.

  1. Step 1

    Start your trial from this page

    Choose Add to your website. The Complaint Follow-Up skill comes with you into setup.

  2. Step 2

    Train your chatbot with website and knowledge sources

    Add your website URL, files, or articles. The agent indexes up to 5,000 pages per site and rescans on the schedule you set.

  3. Step 3

    Add the chatbot widget to your website

    Paste one code snippet, use Google Tag Manager or Shopify, or install the React, Vue, or Angular package.

  4. Step 4

    Let the chatbot answer customer questions using your skill

    The agent answers from your knowledge sources. When a message reads as a complaint, the skill collects the details, creates the ticket, and tags the chat.

  • Nuvoo 98% AI Agent resolution rate at Nuvoo, a Shopify store selling computers in Finland, Sweden, and Germany
  • Funded Trading Plus 93% customer satisfaction at Funded Trading Plus, which automates 125,000 chats a year with Text

...or use this template in any chatbot you want

This is the exact instruction the Complaint Follow-Up skill runs in Text. Copy it into your AI agent, or add the skill to your website and set the response time during setup.

customer-service-template.txt

Download .txt

When a customer makes a complaint that needs human follow-up, collect the missing details, create a priority ticket, state that the team will respond within the response time provided during setup, and tag the conversation as "priority_complaint".

Need a human in the loop? Text by ChatBot got you covered

The Transfer to human skill hands the chat to your team when the agent cannot answer or the customer asks for a person. The teammate sees the whole conversation and every tag the agent added.

See the customer support chatbot features
VIP routing skill, live chat
  1. AI agent

    I'll connect you with the VIP Team so your account manager can review the renewal with the full context.

  2. Chat transferred to VIP Team
  3. Chat assigned to Maya
  4. Maya

    Hi, I'm Maya. I can see your renewal question and will take it from here.

Integrate this customer service template with other tools you use

Connect your website, store, and messaging channels so the template can work with the rest of your tools.

Browse integrations

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Questions about this customer service template

When a customer makes a complaint that needs a person, the AI agent collects the missing details, creates a priority ticket, tells the customer the team will respond within the response time you set during setup, and tags the conversation as priority_complaint.

Yes. The chat window at the top of this page replays the skill, and the skill editor in Text has a preview panel where you can run a test conversation. Actions like ticket creation do not fire in preview, and the widget shows where they would.

The skill prepares the complaint for your team. It records the details and creates the priority ticket. Refunds, replacements, and other decisions stay with the person who picks up the ticket.

During setup in Text, when you add the skill. Use a time your support team has agreed to meet. The agent tells the customer the team will respond within that time.

It is the exact instruction the Complaint Follow-Up skill runs in Text. You can copy it into any AI agent that accepts natural-language instructions, or add the skill to your AI customer service agent in Text and set the response time during setup.

No. The skill is a written instruction. Text turns it into workflow steps you can review, edit, and activate from the editor.

The Transfer to human skill hands the chat to the first available teammate, or to a team you choose. If nobody is free within 30 seconds, the agent can create a support ticket so the request is still recorded.

Yes. The instruction covers any complaint that needs human follow-up. The example uses a damaged delivery, and the same skill applies to billing, service, or account complaints.