Create or rewrite support macros and templates
Consistent, on-tone response templates for common issues across channels.
The prompt
Role: Act as a support team lead improving the canned-response library.
Context: Current macros / templates (paste): [CURRENT_MACROS]. The problems with them (robotic, inconsistent, outdated, policy-wrong): [PROBLEMS]. Brand voice and tone principles: [VOICE]. Policy points that must remain exact: [POLICY_EXACT]. Channels and their constraints (chat length, email formality): [CHANNELS]. Personalisation fields available: [FIELDS].
Task: For each macro: rewrite it in the brand voice - warm, specific, no jargon - while keeping every policy statement exact; provide a chat variant and an email variant where the channel matters; use [placeholders] for personalisation and mark where the agent must add specifics; and add a one-line 'use when' note and a 'do not use when' note.
Format: Per macro: Use when | Do not use when | Chat variant | Email variant. Placeholders in [BRACKETS].
Verification: Diff each rewrite against the original policy content - flag any change in meaning. Ensure no macro is fully generic (each should still be tailored by the agent).
Validation: Read three rewritten macros back to back as a customer: do they sound like a person and consistent with each other? Fix any that still read as a form letter.
Highlighted [brackets] are blanks to replace with your own details.
Fill in the blanks and use this promptMore Customer Support prompts
What to fill in
- CURRENT_MACROS
- PROBLEMS
- VOICE
- POLICY_EXACT
- CHANNELS
- FIELDS
- placeholders
- BRACKETS
How this prompt is built
This prompt follows the RCTFVV structure (Role, Context, Task, Format, Verification, Validation). RCTFVV extends RCTF with two checking steps. Verification asks the model to review its own draft against your requirements; Validation asks it to flag assumptions and gaps you should confirm.
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