Working with online chat requires a lot of repetition. This is because most requests made by visitors and customers of a virtual store are similar, forcing operators to give the same answers several times during a working day. Although a question and answer (Q&A) page is highly recommended, it does not mean that these questions will no longer be questioned.

For this, Websites Are Us has the function Predefined Answers, which allows you to save answers given during the service. That is, each answer given can be saved by an operator and used by the entire sales team. In this way, you can adjust the teamwork, using the examples below to record the pre-defined responses. We have separated the three best answers for each question normally asked in every type of online store, which you can see below.

Tip: Also learn how to delegate operators for your online chat on Websites Are Us

1. Are you a robot or a human?

Answer 1: No, our team is made up of real attendants, who will listen to your request, understand it and respond personally.

Answer 2: No, our team has real operators that serve visitors and customers from Xh to Xh.

Answer 3: No, my name is Luciano Larrossa and I belong to the Websites Are Us service team, how can I help you?


2. Where is my order?

Answer 1: We will track it. Could you tell me your name and order number?

Answer 2: We will check for you. Can you give us the order number to do the tracking?

Answer 3: Your order number XXXXX is located at [cidade] and the delivery forecast is for the XX / XX / XXXX

3. My order arrived defective!

Answer 1: Could you tell us the order number to request a new one to be sent?

Answer 2: Would you like to request the resending of a new one or the return of the amount spent on the purchase?

Answer 3: Can you send us a picture of the problem?


4. I can’t remember my password. How do I proceed?

Answer 1: To recover your password, access here [link da página de recuperação de senha] and enter your email address. An email will be sent to you with instructions to create a new password.

Answer 2: You will be able to recover your password through this link [link da página de recuperação de senha].

Answer 3: Could you tell me the email to send your password recovery instructions?

5. My account has been blocked!

Answer 1: This happens after X login error attempts. To recover your account, could you tell me your [Dado de segurança 1] and [Dado de segurança 2]?

Answer 2: Could you confirm your data for us to effect the recovery of your account?

Answer 3: The lock is a security measure that happens after successive attempts to login with wrong information. To recover your account, please answer the security question that you registered. [Pergunta de segurança]


6. I can’t confirm my order!

Answer 1: Are there any error messages?

Answer 2: Could you send us a picture of the error?

Answer 3: Our store is currently experiencing technical problems. We anticipate that it will be functioning normally at XX hours and we will contact you as soon as they have been reestablished.

7. My discount coupon doesn’t work!

Answer 1: Could you tell us which discount coupon you are trying to use?

Answer 2: We currently have no active discount coupons on our website.

Answer 3: This discount coupon is no longer available, but we have “XXX” and “XXX” coupons to take advantage of our store’s discounts!


8. How do I buy product X?

Answer 1: Just access this page [link da página do produto] and click on the buy button. From there, you will be directed to the shopping cart to enter the payment details and delivery address. Finally, click the button Checkout to confirm the purchase.

Resposts 2: Just access this page [link da página do produto] and click on the buy button. From there, you will be directed to the shopping cart to enter the payment details and delivery address. Click on the button Checkout to confirm the purchase. Don’t worry about the chat window, it will remain active throughout the process.

Answer 3: For sure, I will personally guide you through the entire process. The window will remain active throughout the process and the chat will not be lost. First click on the product link [link para página do produto].

9. What is the store address?

Answer 1: Our store has several branches across the country. In which city do you reside?

Answer 2: Our store is on [endereço da loja]

Resposts 3: We do not have physical stores and only serve on the internet. How can I help you?


10. Where can I find [tipo de produto]?

Answer 1: Unfortunately, we do not sell the type of product you are looking for.

Answer 2: This type of product can be found in the XXX category. Access the page through this link [link da categoria]

Answer 3: The product you are looking for can be found here: [link do produto]

Refer and Earn: Websites Are Us Affiliate Program

How to enable the Pre-Defined Responses in Websites Are Us?

To enable the ability to save predefined responses to Websites Are Us, follow the steps outlined below:

1 – Open the Websites Are Us application on your computer;

2 – Enter your email and password;


3 – Go to settings;


4 – Turn the button on Tips when typing messages to activate canned responses.

Turn on

From there, every time your operators start typing a message, the list of pre-defined responses will appear during the typing, making your work faster and allowing you to better serve your customers.

Still don’t offer Websites Are Us on your page? Install it now and discover the potential it has for converting more customers.

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