Ground empathy in an available action
Supply the actual policy and the action your support team is authorised to take. A friendly reply is not useful if it promises an unavailable refund, delivery date or feature. Keep account identifiers, passwords and unnecessary personal details out of prompt inputs.
What to prepare
Customer message, verified policy, account facts with sensitive data removed, allowed actions and tone.
A useful starting brief
Fictional input example: A customer asks for a refund after 20 days. Our supplied policy allows refunds within 30 days if the service has not been used. Usage has not been checked yet. Acknowledge the request and explain the next verification step.
Check before you use the result
Confirm eligibility, dates and remedies before sending. Then check whether the customer can understand what happens next. An optional language-editing pass can help with tone, but cannot approve a policy exception.
Follow our draft, review and Grammarly editing workflow ↗
Original templates · AI-assisted instruction scores · Not model-tested. No search-volume or popularity claims.