Customer Service AI Prompts: 35 Templates for Support Teams

Write a calm, empathetic reply to a customer upset about {{issue}}. Acknowledge impact, share the fix, and offer a clear next step/timeframe. Keep under 110 words.

Respond to a customer who received the wrong item. Apologize, confirm replacement steps, include return label instructions, and provide expected delivery date. Tone: apologetic but confident.

Reply to a bug report for {{product}}. Thank them, ask for 2 specifics (browser/device + steps), provide a workaround, and set expectation on response time. Keep concise.

Respond to a refund request outside policy. Empathize, restate policy briefly, offer alternatives (credit/discount/extension), and one clear CTA to proceed.

Thank the customer for a {{feature}} request. Ask the underlying job-to-be-done, note if it’s on the roadmap, and offer a workaround or upcoming update cadence.

Write an update for a delayed order. Include revised ETA, tracking link, and small goodwill gesture (discount/shipping upgrade). Tone: apologetic + proactive.

Provide password/account reset steps in 3 bullets and include security reminder. Keep under 90 words.

Acknowledge escalation, name the specialist, give expected response window, and provide a contact if urgent. Keep concise and reassuring.