Customer Service Message Templates: A 2026 Index of 8 Types, From Welcome Messages and Auto-⁠Replies to Complaints and Outage Notices

Template index: find by need

Start with this table, find your row, then read the sample pair below or go straight to the full article.

The bracket style differs between articles: some use 〔 〕, some use （ ）, some use underscores. They all mean the same thing: replace that slot with your own content.

Sample templates for the eight needs

Each type has two. They are copied from the source article or only lightly adapted; the full versions, usage notes and cautions are in the linked article. Templates stay in Chinese because that is what your customers will read, each with a one-⁠line English gloss.

1. Welcome message

Sent automatically when someone adds you as a friend on LINE (the messaging app most shops in Taiwan use for customer contact). LINE states you can set up to 5 messages and recommends 3 bubbles or fewer; we suggest saying it in one. The structure: who we are, what we will send, and one easy question.

English gloss: thanks for joining; we send three kinds of messages, two or three times a month at most; which do you usually drink, reply with a number.

嗨，謝謝你加入小巷咖啡。
這裡會傳三種訊息：每月新豆、臨時公休、好友限定優惠，一個月最多兩到三次。
想先問一下，你平常喝哪一種？回數字就好：
1 黑咖啡
2 拿鐵或奶類
3 不喝咖啡，想看甜點

English gloss: welcome; here you can check opening hours, see the price list and book online; tap the menu or type your question; type "找客服" for a person.

（暱稱）你好，歡迎加入（店名）！
這裡可以幫你：查營業時間、看價目表、線上預約。
直接點下方選單，或輸入你想問的事。
需要真人協助，請輸入「找客服」。

Full set: physical shop, online shop and appointment-⁠based versions are in Adding friends to a LINE Official Account. To attach a welcome coupon, see LINE coupon and reward card campaigns.

2. Keyword auto-⁠reply

A keyword only fires when the customer's text matches it exactly, so it is best to let a rich menu button send the word for them. Use the second template as a signpost when nothing matches.

English gloss: opening hours by day, closed day, address and map link.

（店名）營業時間
週一到週五（時段）
週六、週日（時段）
公休日：（星期）
地址：（地址）
地圖：（連結）

English gloss: thanks for your message; type one of these words for a quick answer; for anything else type "找客服" and a person will reply.

謝謝你的訊息。你可以輸入下面的詞取得快速回覆：
營業時間／價目表／預約／運費
其他問題請輸入「找客服」，由真人回覆你。

Full set: 15 auto-⁠replies and a keyword lookup sheet are in LINE auto-⁠reply setup and examples. Menu buttons and trigger replies for restaurants, beauty, e-⁠commerce and clinics are in LINE rich menu planning templates.

3. Off-⁠hours

One thing matters: tell the customer when someone will reply. The second is written as a Messenger away message and says up front that it is automatic.

English gloss: we are closed now and will reply in the next opening period; leave your question and order number or phone and we will handle them in order.

現在是非營業時間，我們會在〔下一個營業時段〕回覆你。可以先留下想問的事和〔訂單編號或聯絡電話〕，上班後依序處理。

English gloss: we are closed and this is an automatic reply; we will answer on the morning of the next business day; call this number if urgent.

現在是非營業時間，這則是自動回覆。
我們會在下一個營業日上午回覆你；急件請撥（電話）。

Full set: closing time, holidays and urgent cases are in 36 customer service reply templates. Messenger instant replies and away messages are in Facebook comment and Messenger auto-⁠reply.

4. Price and booking questions

Quote directly if you can. If you cannot, say what the price depends on, who will reply and by when. As long as a time slot still needs a person to confirm it, call it pending.

English gloss: the fee varies with these conditions, roughly this range; tell me these two details and the person in charge will give you an exact quote.

〔品名〕的費用會依〔影響價格的條件〕調整，範圍大約是 NT$〔金額〕到 NT$〔金額〕。方便告訴我〔需要的兩項資訊〕嗎？我請〔負責的人〕給你準確的報價。

English gloss: thanks for asking about that date; the stylist has to confirm the slot, I have noted your request and will reply by this time; a second possible slot helps.

謝謝詢問（日期）的時段。
時段需要由設計師確認，我先幫你登記，（時間）前回覆你。
如果你有第二個可以的時段，也可以一起告訴我，會比較快排到。

Full set: three each for price, stock, booking and rescheduling are in 36 customer service reply templates. Deposits, rescheduling, cancellations, late arrivals and reminders are in AI customer service for beauty salons, with 15 templates.

5. Complaints and apologies

Acknowledge the specific thing, then say who will handle it and by when. While responsibility is still unclear, take the case in without admitting fault.

English gloss: thank you for telling us, we are sorry this upset you; your message has gone to the person in charge, who will reply by this time, and you will not have to repeat yourself.

謝謝你告訴我們，這件事讓你不舒服，很抱歉。我已經把你的訊息轉給〔負責的人〕，會在〔時間〕前由專人回覆你，不會讓你重講一次。

English gloss: I understand, and I want to get this right rather than give you a quick answer; please send the order number or a photo and we will reply with what we find by this time.

我了解你的意思，也想把事情弄清楚再回你，不想隨便給你一個答案。可以請你提供〔訂單編號或照片〕嗎？我們會在〔時間〕前回覆查到的結果。

Full set: three complaint replies, three return and refund replies, and the legal floor for returns in Taiwan are in 36 customer service reply templates. Wording for a customer who reports discomfort or an allergy is in AI customer service for beauty salons.

6. Campaign announcements

An announcement must state the prize or offer, the period and how to use it. Attach the coupon with the account manager's share function rather than pasting text alone. Send the second one only to regulars, not to everyone.

English gloss: the reward card is live; one point per set amount spent; collect a set number for a reward; scan the code at the counter; points expire on this date; tap here to get your card.

【集點卡上線了】
每消費滿＿＿＿元集 1 點
集滿＿點，送＿＿＿＿
結帳時掃櫃檯的行動條碼就能集點，不用帶紙卡。
點數有效期限：＿＿＿＿
點這裡領取你的集點卡

English gloss: long time no see; this coupon is only for old friends; valid until this date when shown in person; we have a new item to try.

＿＿＿＿好久不見！
這張券只發給老朋友：＿＿＿＿
期限到＿月＿日，本人到店出示即可使用。
最近有新品＿＿＿＿，來的時候可以試試。

Full set: welcome gift, reward card, festive lucky draw, friend referral and win-⁠back are in LINE coupons, reward cards and lucky draw campaign templates. For who receives an announcement and how often, see the monthly sending rhythm template in LINE segmented messages and tags. The one-⁠week rhythm template for the social posting side is in Threads scheduling guide (in Chinese).

7. Account outage notice

Post this on the channels that still work when your Instagram or Facebook account is disabled or hacked. The first is the original; the second is the same notice adapted for a Facebook Page.

English gloss: contact details temporarily changed; our Instagram account is unavailable and we are following the official process; use our LINE Official Account or website form; existing orders are unaffected; do not reply to any "new account" unless it is linked from our website.

【聯絡方式暫時調整】
我們的 Instagram 帳號目前無法使用，正在依官方流程處理。
這段期間請改用 LINE 官方帳號或官網表單聯絡我們，
已下單的訂單不受影響，我們會主動通知出貨進度。
請不要回覆任何自稱是我們的新帳號，除非是從官網連過去的。

English gloss: the same notice, with the Facebook Page as the account that is unavailable.

【聯絡方式暫時調整】
我們的 Facebook 粉絲專頁目前無法使用，正在依官方流程處理。
這段期間請改用 LINE 官方帳號或官網表單聯絡我們，
已下單的訂單不受影響，我們會主動通知出貨進度。
請不要回覆任何自稱是我們的新帳號，除非是從官網連過去的。

Do not delete the last line. When an account is hacked, the attacker often asks your customers for money in your name. Recovery routes and how to keep customer service running while you wait are in Instagram or Facebook account disabled or hacked: what to do.

8. The first DM after a comment

Under Meta's private replies rules, you can send only one message to the person who commented, and it must go out within 7 days of the post or comment being created; only after they reply can you keep talking inside the 24-⁠hour window. So this one message has three jobs: say it is automatic, deliver the item, and ask for a one-⁠word reply.

English gloss: hi, this is an automatic reply; the course information you asked for is here; to ask about price or times, reply "想了解" and a person will follow up.

嗨，這是自動回覆。你留言要的課程資訊在這裡：
（放連結）
想問價格或時段，直接回我「想了解」，會有人接著回你。

Prepare several public replies and rotate them, so they are not all identical. English gloss: three ways to say "we have sent you a DM, check your inbox".

已經私訊給你囉，請到 Messenger 收信。
收到，資料放在你的訊息匣了。
私訊送出了，有問題直接在訊息裡回我。

Full set and troubleshooting tables: for Facebook see Facebook comment auto-⁠reply and comment-⁠to-⁠DM; for Instagram see Instagram auto-⁠reply risk and troubleshooting. One more reminder: Meta's spam policy does not allow making a like, share or follow the condition for receiving content.

Which template for which situation?

The "No" branch of the first question covers messages you send first; the "Yes" branch covers conversations the customer starts. The split matters because the platform rules differ on each side.

Check the platform rules before sending

The same text, placed in a different spot, may or may not be sendable, and may or may not cost money. Only rules already checked against official pages in our articles are listed.

Meta's policy also says that where the law requires it, automated chat must disclose that the person is interacting with an automated service, and recommends disclosure even where it is not required. That is why several templates above open with "this is an automatic reply".

How do you make a template your own?

Fill every bracket first

Go through every bracket. A line you cannot fill means your shop does not have that policy yet, so delete it rather than keep another shop's rule. Do not hard-⁠code things that change, such as prices, arrival dates and refund times.

Adjust the tone, not the facts

The full eight-⁠row tone table is in 36 customer service reply templates.

What a template should never promise

These come from the shared principles behind the templates in each article. Treat them as your deletion checklist.

• If a person still has to confirm it, do not write "done". If you have only seen the message, write "received, pending confirmation".
• Do not give a number for an uncertain arrival date, stock level or amount.
• Do not let an automatic reply agree to a discount or a refund by itself.
• Do not guarantee results, how long they last, or suitability. The beauty templates also warn against treatment-⁠style wording and against judging a customer's health.
• Do not admit the shop was at fault in a complaint before responsibility is clear.

Return and exchange templates also have a legal floor in Taiwan. The provisions are set out in the returns section of 36 customer service reply templates; this page does not restate them or judge whether they apply to you.

How do you turn templates into AI rules?

Paste a whole pack of templates into an AI customer service product and the usual result is the right sentence at the wrong moment. A template is "what to say". A rule is "when to say it, what to check first, and when not to say it".

Using the complaint intake template from type 5, the rewritten rule looks roughly like this:

[Rule: complaint intake]
Trigger: the customer is unhappy, asks for a refund, or reports a problem with a product or service.
Order of handling:
1. Apologise once for the bad experience, without judging who is responsible.
2. Ask for the order number or a photo.
3. Notify the person in charge, and tell the customer by when they will get a reply.
Limits: never agree to a refund or compensation; never admit or deny responsibility.
Done when: the case is with a person, and the customer knows who will reply and when.
Tone examples: the two templates under "Complaints and apologies".

The full method and worked cases are in How to write AI customer service rules.

FAQ