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Draft calm replies to difficult tickets

Get a clear, polite first draft for an angry or confusing customer message in seconds.

Recommended: BuilderCustomer-facingWriting

Best for

  • Support agents handling escalations
  • New team members learning the tone
  • Teams replying in English and Hindi

What you need

  • An AI assistant approved by your company
  • The customer's message with personal details removed
  • Your tone and refund policy notes

Starter prompt

Copy it, fill in the parts in square brackets, and paste it into the AI assistant your organisation allows.

You are a customer support agent for [company]. Draft a reply to the customer message below. Acknowledge the problem in one sentence without blaming the customer. Explain what we can do, using only this policy: [paste policy]. Give one clear next step and a timeline of [timeline]. Do not promise refunds, credits or exceptions outside the policy. Keep it under [word limit] words, in [English or Hindi], in a warm but professional tone. Customer message: [paste message with personal details removed].

How to use it

  1. 1.Remove personal details

  2. 2.Draft the reply

  3. 3.Make it human

  4. 4.Build a tone library

  1. 1

    Remove personal details

    Replace names, phone numbers, order IDs and addresses with placeholders before pasting. Use only your approved assistant.

  2. 2

    Draft the reply

    Run the prompt. Check that every promise in the draft matches your policy.

  3. 3

    Make it human

    Add one line specific to this customer, and put the real details back in your own support tool.

  4. 4

    Build a tone library

    Save your best edited replies as examples to include in future prompts.

Watch out. Customer data should not leave your approved tools. The assistant can promise things your policy does not allow, so read every draft before sending.

What you end up with

A calm, policy-safe reply you can send after a quick edit.

Read why AI matters in customer support

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