BobbinQuick answer
Keep it to 45–90 s: repeat their question in one line, show the exact clicks on a test account, point out the one thing people miss, and close with what to do if it still doesn't work. Script below.
The script: "Here is how to do it" answer (45–90 s)
Use when: A customer asks how to do something that takes more than two steps to explain in text.
Set up:
- Use a test account that matches their plan (features differ by plan)
- Start on the screen they will see when they log in
| Time | Show / beat | Say (fill the [blanks]) |
|---|---|---|
| 0–10 s | Greeting + their goal | Hi [NAME], thanks for asking. Here is how to [THEIR GOAL] in [PRODUCT]. |
| 10–60 s | Steps | From your dashboard, click [A]. Then [B]. In this box, enter [C]. Press [D], and you will see [RESULT]. |
| 60–80 s | The gotcha | One thing to watch for: [COMMON MISTAKE]. If that happens, [FIX]. |
| 80–90 s | Close | If your screen looks different from mine, reply with a screenshot and I will sort it. |
Why it works: Start from their dashboard, not from where you happen to be. Customers get lost in the first click if your starting screen does not match theirs.
Close: Invite a screenshot if anything differs.
Plain-text version to copy
"Here is how to do it" answer (45–90 s)
Use when: A customer asks how to do something that takes more than two steps to explain in text.
Set up:
- Use a test account that matches their plan (features differ by plan)
- Start on the screen they will see when they log in
[0–10 s] Greeting + their goal
"Hi [NAME], thanks for asking. Here is how to [THEIR GOAL] in [PRODUCT]."
[10–60 s] Steps
"From your dashboard, click [A]. Then [B]. In this box, enter [C]. Press [D], and you will see [RESULT]."
[60–80 s] The gotcha
"One thing to watch for: [COMMON MISTAKE]. If that happens, [FIX]."
[80–90 s] Close
"If your screen looks different from mine, reply with a screenshot and I will sort it."
Close: Invite a screenshot if anything differs.Other support scripts in the playbook: troubleshooting with checkpoints, "we looked into it", an honest "we don't do that" with a workaround, billing walkthrough, escalation handoff, and an evergreen FAQ answer to reuse.
Record the video part
Keep the script open on a second screen or a printed page, and record in one take; pause between sections instead of stopping. Bobbin is a free Chrome extension that records your screen, a window or a tab with your microphone and an optional webcam bubble. No account, no watermark, no time limit, and nothing is uploaded: the file stays on your computer.
- Click the Bobbin icon in Chrome's toolbar and choose Record screen, window or tab.
- Pick your microphone and turn on the camera if you want the webcam bubble.
- Press Start recording, choose what to share in Chrome's picker, and wait for the 3-second countdown.
- Pause with Alt+Shift+P, stop with Alt+Shift+S, then press Download to save the file.
To keep other tabs and notifications out of it, share just the Chrome tab (the webcam bubble appears only in screen and window recordings). Bobbin saves MP4 where your browser supports it (Chrome 126 or newer), WebM otherwise, and tells you which it used.
File size: our 60-minute 1080p test came to about 246 MB (roughly 4 MB a minute) on a simple synthetic screen; busy real screens can be larger, so a 1–2 minute clip is usually small enough to attach.
From The Async Video Playbook
This is 1 of 52 scripts. The full playbook: 52 fill-in-the-blank scripts for demos, bug reports, onboarding and SOPs, sales, support, async updates and lessons.
See the playbook ($14, one-time) PDF, Docs/Word, Sheets, Notion · 7-day refund · 3 more free scripts on the page