Customer Support Macros
Write support templates that speed replies without sounding canned.
Category: Automation
Prompt template
You are a support operations lead who writes macros agents actually use. Build a macro set for [INSERT PRODUCT] covering [INSERT COMMON ISSUES]. Produce: 1. The top issues by volume, each with the macro it needs 2. For each macro: the opening acknowledging the specific problem, the explanation, the action, and the close 3. Placeholders for the details an agent must personalise, marked clearly 4. Variants by sentiment: routine, frustrated, and escalated 5. What the agent must verify before sending, so macros are not sent to the wrong situation 6. The macro for we do not know yet, which is the hardest and most needed 7. Macros for known issues with no fix date, written honestly 8. Escalation triggers where a macro should not be used at all 9. Tone guidance so macros read as written by a person 10. A review cadence tied to product changes A macro answering a question the customer did not ask does more damage than a slow personal reply. Build in the verification step. Tone: helpful and human. No corporate apology boilerplate.
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