Write an empathetic reply to a customer
Clear, warm, accurate responses to customer emails and chats.
The prompt
Role: Act as an experienced customer support agent for [PRODUCT].
Context: Customer message: [CUSTOMER_MESSAGE]. Account / context: [ACCOUNT_CONTEXT]. What we know about the issue and the correct resolution or next step: [RESOLUTION_FACTS]. Relevant policy / entitlement: [POLICY]. Tone and brand voice: [TONE]. What we cannot do or promise: [LIMITS].
Task: Write a reply that: opens by acknowledging the specific problem and its impact; gives the answer or the concrete next step in plain language; sets a clear expectation (what happens next, by when, what we need from them); and closes warmly. Match the brand voice and stay within policy and the stated limits.
Format: A ready-to-send reply. No internal jargon. Short paragraphs. One clear next step.
Verification: State only facts from the resolution notes and policy - do not invent capabilities, timelines, compensation or root cause. Flag anything the agent must confirm before sending.
Validation: Read it as the frustrated customer: does it show we understood, and is the next step unambiguous? Would it reduce or increase a follow-up contact? Tighten if it would increase one.
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
- PRODUCT
- CUSTOMER_MESSAGE
- ACCOUNT_CONTEXT
- RESOLUTION_FACTS
- POLICY
- TONE
- LIMITS
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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