Enter a scenario. Pick phone, live chat, or email. Get 3 agent scripts with an opening, body, and closing, free.
Four common scenarios across phone, live chat, and email, and the kind of script this tool writes for each (shortened here).
A caller wants a refund for a product that stopped working.
Scenario: refund request for a faulty product. Channel: phone. Tone: empathetic.
Opening: Thanks for calling [company], this is [agent name]. I'm sorry to hear it stopped working, let's get that sorted. Body: Can I grab your order number? ... If the customer says they've already tried a reset: Thanks for trying that, that tells me it's not a quick fix, so I'll process a refund now. Closing: You'll see [refund amount] back on your card within [refund timeframe]. Is there anything else I can help with today?
A chat from a customer whose order is past its delivery date.
Scenario: late delivery. Channel: live chat. Tone: friendly.
Opening: Hi [customer name], thanks for reaching out! Give me one moment to check your order. Body: I can see it's been held at [carrier] since [date]. If the customer says they need it by a certain day: I can send a replacement with express shipping today so it arrives by [date]. Closing: I've set that up and you'll get tracking by email within the hour. Anything else?
An issue the first-line agent can't resolve and needs to pass on.
Scenario: escalation to a specialist team. Channel: email. Tone: professional.
Opening: Hi [customer name], thank you for your patience while we looked into this. Body: Because this involves [issue], I've passed it to our [team name] team, who can make changes I can't. I've shared everything you've told us, so you won't need to repeat it. Closing: [specialist name] will be in touch by [time]. If anything changes before then, reply here and I'll update them.
A customer calling about usage limits, a natural moment to offer an upgrade.
Scenario: upsell after solving the original question. Channel: phone. Tone: friendly.
Opening: Thanks for calling, happy to help with your limits. Body: I've reset your usage for today so you're unblocked. Since you're hitting the cap most weeks, the [plan name] plan would remove it for [price difference]. If the customer says not right now: Totally fine, it'll be there if you need it. Closing: You're all set. Anything else before I let you go?
The tool applies these automatically. Written out, they work just as well for scripts you write by hand.
Every script follows the same three parts, so agents always know where they are in the conversation and never end a call without a clear next step.
"Show empathy" is advice, not a script. A good script gives agents the sentence to say, then trusts them to adapt it.
The most useful line in a script is the "if the customer says" branch. It's where untrained agents freeze and trained ones stay calm.
Upsell and cross-sell lines only land after the original problem is fixed. Offering an upgrade to someone who is still stuck feels like a trap.
Bund AI answers web chat and email in your brand voice, takes the action the customer needs, and escalates to a person with the full conversation attached when a situation calls for one.