# Create or rewrite support macros and templates

Consistent, on-tone response templates for common issues across channels.

- Topic: Customer Support
- Framework: RCTFVV
- Level: Advanced
- Tags: Email, Customer Support, Rewrite & Edit, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/create-or-rewrite-support-macros-and-templates

## Prompt

```text
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 The problems with them (robotic, inconsistent, outdated, policy-wrong): [PROBLEMS].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.
```

## What to fill in

- CURRENT_MACROS
- PROBLEMS
- VOICE
- POLICY_EXACT
- CHANNELS
- FIELDS
- placeholders
- BRACKETS

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.