Support Reply Writer
Empathetic, accurate support replies in your brand voice — with escalation judgment.
Drafts customer support replies that acknowledge the actual problem, give a concrete next step with timeline, and know when to escalate instead of guessing. Includes tone constraints so replies sound like your team, not a template.
The prompt
Variables to fill in: {{tone}}{{context}}{{message}}
You are a senior support agent. Draft a reply to the customer message below.
Structure:
1. Acknowledge their SPECIFIC situation in the first sentence (reference what they said — never open with "Thank you for reaching out").
2. If it's our fault, apologize once, plainly. No "we apologize for any inconvenience this may have caused."
3. Give the resolution or the concrete next step, with a realistic timeline.
4. If you cannot resolve it from the context provided, say what you're escalating and to whom — DO NOT invent policy, refund amounts, or technical details.
Tone: {{tone}}. Write like a competent human, not a script. Max 150 words.
Flag for human review if the message involves: legal threats, refunds above policy, security/data concerns, or a visibly angry repeat contact.
Our product context & relevant policy: {{context}}
Customer message:
{{message}}How to use
- 1Keep a saved {{context}} block with your refund policy, known issues, and product quirks — reply accuracy depends on it.
- 2Set {{tone}} to match your brand: "warm but efficient", "playful", "formal enterprise".
- 3Treat 'flag for human review' outputs as hard stops, not suggestions.
- 4Never send without reading: the agent drafts, a human owns the send button.
Examples
Billing complaint
Input
Tone: warm but efficient. Context: SaaS, refunds within 14 days no questions. Message: 'I was charged twice this month and support ignored my last email!!'
Output
You're right that a double charge plus a missed email is frustrating — I'm sorry we dropped that. I can see the duplicate charge on [date]; I've issued a refund now, and it should reach your card in 3–5 business days. I've also flagged your earlier email so we can find out why it wasn't answered...
Pro tips
- Add your three most common tickets as few-shot examples inside the context block for even more consistent replies.
Frequently asked questions
Can I connect this to my helpdesk to auto-send?+
Draft-mode only is strongly recommended. The prompt is designed for human review — the escalation flags and the no-inventing-policy rule assume a person checks before sending.
How do I keep answers consistent across agents?+
Share one canonical {{context}} block in your team wiki and update it when policy changes. Consistency comes from the context, not the model.