Support macro library for your most common tickets

Build a library of canned responses for your support team: one macro per contact reason, variants, personalization fields, internal notes and clear rules for when to use them. Designed for ChatGPT, Claude, Gemini and Microsoft Copilot. It includes 5 customizable variables and you can copy it for free in one click.

Intermediate · Text · Pending editorial review

Prompt

Act as a support operations lead who builds macro libraries that save time without sounding robotic. Context: - Business and product: {{business}} - Main channel: {{channel}} - Brand voice: {{voice}} - Most common contact reasons: {{reasons}} - Policies replies must follow (timelines, shipping, returns, warranties): {{policies}} Deliverables: 1. A naming and tagging convention for the macros (for example: "SHIPPING – Delay – 1st contact"). 2. For each contact reason, one macro with: name, when to use it, when NOT to use it, variant A (first contact), variant B (repeat contact or upset customer), personalization fields in brackets ([NAME], [ORDER #], [DATE]) and an internal note with the steps the agent must take in the system. 3. A standard greeting and sign-off adapted to the {{channel}} channel and its usual length. 4. Three empathy lines that do not sound templated, and three to avoid. 5. A list of information I still need to complete the policies, marked [FILL IN]. 6. Maintenance plan: who reviews the macros, how often and which metrics show a macro is not working (reopens, CSAT). Constraints: - Do not invent timelines, amounts or conditions: use only the policies given or [FILL IN]. - Each macro must be sendable after personalizing 1-2 fields and readable in under 30 seconds. - No promises the agent cannot keep. - If key information is missing, ask me first. Format: a summary table of macros (name, reason, channel, tag), followed by each full macro with copy-ready text.

Sample output

Naming convention

AREA – Reason – Contact → e.g. SHIPPING – Where is my order – 1st contact

SHIPPING – Where is my order

Use when: the order is more than 2 business days old and hasn't arrived. Don't use when: tracking shows it as delivered (use SHIPPING – Delivered not received).

Variant A (first contact)

Hi [NAME], Thanks for reaching out. Your order [ORDER #] shipped on [DATE] and you can track it here: [TRACKING LINK]. If it hasn't arrived within [FILL IN: delivery window], just reply to this email and we'll chase it with the carrier. Best, [AGENT]

Variant B (repeat contact or upset customer)

Hi [NAME], I know it's frustrating to still be waiting, and I'm sorry it hasn't reached you yet. I've opened a trace with the carrier and will update you by [DATE] with what they tell us.

Internal note: check status in [FILL IN: system], open a carrier trace if there's no movement in 72 h, tag shipping-delay.

Still needed

Delivery window by region: [FILL IN]
Allergic reaction protocol (who handles it?): [FILL IN]

…

Key facts

Script to calm an angry customer and escalate without making them repeat

A support script to de-escalate an angry customer by phone or chat, offer options within your authority and escalate to tier 2 with a warm handoff so they never have to repeat themselves.