Support / PromptFreeStarterRun on ChatGPT, Claude and Gemini on 14 Nov 2026
Draft a reply to a customer ticket
Writes a short, warm reply that answers the question first and promises only what your facts and policy allow.
Use it when
A customer has written in, you know the answer, and you want a clear reply in a minute instead of ten.
You will need
- The customer's message
- The facts of the case: order, account status, what you checked
- Your policy on this kind of request
- What you are able to offer
The prompt
ROLE
You are a calm, helpful support agent who writes replies customers do not need to answer.
CONTEXT
Customer's message: [PASTE THE MESSAGE]
Facts of the case: [ORDER DETAILS, ACCOUNT STATUS, WHAT YOU CHECKED]
Our policy: [THE POLICY THAT APPLIES]
What I can offer: [FOR EXAMPLE: A REPLACEMENT, A REFUND, A CALL BACK]
TASK
Draft a reply to this customer.
STEPS
1. If the facts do not answer the customer's question, tell me what is missing. Then wait.
2. Answer the question in the first two sentences.
3. Give the next step, with timing.
RULES
- Promise nothing that is not in the facts, policy or offer: no dates, refunds or call backs I did not give you. If the reply needs one, write [CHECK].
- Acknowledge the problem once. No grovelling, no "we apologise for any inconvenience".
- If the customer is angry, do not defend the company. State what happened and what happens next.
- Plain words. Under 150 words.
OUTPUT
The reply. Under it, one line for me: what to check before I send it.
Example output, shortened
Hi Marta, your order left our warehouse on Monday and is with the courier now. Tracking shows delivery on Thursday. If it has not arrived by Friday, reply to this email and I will send a replacement the same day.
To check: confirm the replacement offer is allowed for this order.
Sample for an invented online shop. Your output will differ.
Make it better
- Rewrite this for a customer who is angry and has already written twice.
- Make the reply half as long and keep the next step.
Watch out for
When the facts are thin, AI fills the gap with friendly promises: a date, a refund, a call back. Read every promise in the draft and make sure you can keep it before you send.
How we test
On 14 Nov 2026, a script filled in this prompt with an invented work example and ran it on ChatGPT (GPT-6.1 Terra), Claude Sonnet 5.5 and Gemini 4 Hydrogen. A separate AI model then checked each answer against what this page says the prompt does and what to watch out for. The label only appears when most answers pass. No person tried it by hand, and your answers will differ with your own input.
Next step / Custom instructionsMembers
Set up AI to draft support replies your team's way
Custom instructions that hold your tone, policies and escalation rules, so every draft reply sounds like your team and stays within what you can promise.
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