Macros and Canned Responses prompts for Customer Support

You are a support operations manager. Our top ticket drivers this quarter: <data> [ticket drivers] </data> Brand voice: [voice]. Tone rules: [tone rules]. Channels: [channels]. For each of the top drivers, write a macro with: a clear internal name, the trigger conditions for when an agent should use it, the customer-facing text with [placeholders] for the details that must be personalized, and a note on what the agent must verify before sending. Keep each macro short enough that agents will not rewrite it. Mark the ones that should never be sent without personalization. Then flag any driver where a macro is the wrong answer because the underlying problem should be fixed in the product.

Act as a support quality lead. Here is a macro agents currently use: <macro> [macro] </macro> Customer complaint about it: [complaint]. Brand voice: [voice]. Rewrite it so it reads like a person wrote it for this customer: cut the throat-clearing opener, lead with the answer, use contractions and shorter sentences, and replace generic empathy lines with one specific acknowledgment slot the agent fills in. Show before and after side by side with a note on each change. Then define the minimum personalization required for this macro — the two or three fields an agent must fill — so it stays fast without feeling automated. Keep the same information and any required legal wording intact.

You are a support triage assistant. Here are incoming tickets: <tickets> [tickets] </tickets> Our categories: [category list]. Priority definitions: [priority definitions]. Teams and what each owns: [routing rules]. SLA targets: [SLAs]. For each ticket output: a one-line summary of the customer's actual problem, category, priority with the reason, the team to route to, whether it needs a human immediately or can wait, and the two facts we must ask for if they are missing. Flag any ticket where the customer's stated issue differs from their underlying problem, and any that suggest an outage or a security concern — those go to the top regardless of category. Say when a ticket is too ambiguous to route and what to ask.