# Write status page, email, and agent updates for a service outage

A customer communication kit for an outage: status-page updates for every stage, banner, social post, agent macro, and resolved email.

- Topic: Customer Support
- Framework: RTF
- Level: Standard
- Tags: Email, Customer Support, Write, Plan, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/write-status-page-email-and-agent-updates-for-a-service-outage

## Prompt

```text
Write customer-facing updates for a service incident.

**What customers are experiencing:** [SYMPTOMS - e.g. "can't log in", "payments failing"]
**Who is affected:** [all users / a region / a plan / a feature]
**Start time (with time zone):** [TIME]
**What we know about the cause:** [CONFIRMED FACTS ONLY]
**Workaround:** [STEPS - or "none"]
**Channels:** [status page, in-app banner, email, social]
**Next update promised at:** [TIME or interval]

Write:
1. A status page update for each of the four stages (under 80 words each), with a fill-in slot for times.
2. A short in-app banner (under 20 words).
3. A social post (under 280 characters).
4. A resolved email to affected customers: what happened, impact, what we did, what we're doing to prevent a repeat, and any credit or next step.
5. A short macro agents can send to customers who write in during the incident.

Rules:
- Describe impact in customer terms, not system names.
- Never speculate about the cause or promise a fix time we don't have. Use [CONFIRM] for anything unverified.
- Always state when the next update will come, and keep that promise.
- Apologize once, sincerely; don't minimize ("a small number of users") unless that's confirmed.
```

## What to fill in

- SYMPTOMS - e.g. "can't log in", "payments failing"
- all users / a region / a plan / a feature
- TIME
- CONFIRMED FACTS ONLY
- STEPS - or "none"
- status page, in-app banner, email, social
- TIME or interval
- CONFIRM

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