Replies, macros, escalations and help articles. 9 reviewed prompts for customer support.
Writes a clear email telling a customer their refund is approved, how much, where it goes and what happens next, using only the details you give. Use when you approve a refund and want the customer to feel looked after.
Drafts a respectful reply to a customer who wants to cancel: it confirms how to cancel, and offers only the alternatives you have approved, without pressure. Use when a customer asks to cancel and you want to keep them only if it genuinely helps them.
Drafts an honest, kind reply that says no clearly, offers any real workaround and never promises a future feature. Use when a customer asks for something your product does not do.
Drafts a calm, accurate reply to a customer message, classifies the issue, and adds an internal note saying whether to escalate and what information is missing. Use for email or chat support on any software product.
Explains a charge in plain words: what it is, why it happened, what the customer's options are and what you will do next. Use when a customer writes in surprised or upset about an unexpected charge.
Drafts an apologetic, honest reply for a customer whose problem has returned, with no empty promises and a note on what to escalate. Use for repeat issues, especially when the customer talks about leaving.
Writes a first reply to a feature request that thanks the customer, confirms you understood the need, shares an existing workaround and is honest about status. Use when customers ask for features and you must stay truthful about plans.
Writes a reusable saved reply (macro) for a question your team answers often, with fill-in spots, a short and a long version and notes on when not to use it. Use when you keep typing the same answer.
Writes a kind, clear reply when you have to say no to a refund, exception or special request, explains the reason in plain words and offers what you can do instead. Use for email or chat support.
