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.

Write a refund approval email for {{order_or_subscription}}. Confirm the amount, timeline, what happens next, and where the customer can ask follow-up questions.

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.

Explain a billing charge for {{product}}. Break down the charge, date, plan, taxes or fees, and next step if the customer believes it is incorrect.

Reply to a customer who wants to cancel because of {{reason}}. Acknowledge the reason, offer one relevant alternative, and make cancellation steps clear.

Write a downgrade confirmation email. Explain what changes, what data/features remain, billing timing, and how to upgrade again later.

Draft a renewal reminder for {{plan}}. Include renewal date, amount, value summary, cancellation or update link, and support contact.

Write a status update for {{incident}}. Include current impact, what the team is doing, next update time, and where customers can monitor progress.

Create a 5-step troubleshooting reply for {{issue}}. Start with the easiest checks, include expected result for each step, and ask for screenshots/logs if unresolved.

Ask the customer for missing details needed to resolve {{issue}}. Use a short checklist and explain why each detail helps.

Write a reply that sets support expectations for {{ticket_type}}. Include priority, response window, next action, and escalation route if urgent.

Respond publicly to a negative review about {{issue}}. Acknowledge the concern, avoid arguing, invite private resolution, and show accountability.

Answer a product question about {{feature}}. Explain what it does, when to use it, limitations, and link to the best next step.

Reply to a customer asking whether {{product}} fits their situation. Ask 2 clarifying questions, offer a recommendation, and explain the tradeoff.

Write a warranty claim response for {{product}}. Explain eligibility, required proof, review timeline, and possible outcomes.

Write a backorder email for {{product}}. Include expected availability, alternatives, cancellation option, and when the next update will arrive.

Notify customers about a delay before they complain. Include reason, impact, revised timeline, compensation if any, and support link.

Respond to a customer who says {{product}} is not worth it. Acknowledge, ask one diagnostic question, offer a targeted solution, and avoid pressure.

Write a support reply for a high-value customer affected by {{issue}}. Be concise, proactive, and specific about ownership and next update.

Explain a policy enforcement action for {{violation}}. Keep the tone firm and factual, cite the relevant policy, and explain appeal or next steps.

Respond to a customer worried about account security. Include immediate safety steps, what the team can verify, and what information they should not share.

Clarify an order confirmation for {{order}}. Include items, shipping address, billing status, ETA, and how to correct errors quickly.

Reply to a damaged item report. Apologize, request photos if needed, explain replacement/refund path, and give an expected resolution timeline.

Write exchange instructions for {{product}}. Include eligibility, packaging, return label, timeline, and when the replacement ships.

Apologize for a delayed support reply about {{issue}}. Acknowledge the wait, answer the actual question, and explain the next step.

Summarize this customer thread for an internal handoff. Include customer goal, issue history, sentiment, promised actions, risk level, and owner: {{thread}}.

Rewrite this support macro to sound warmer, clearer, and shorter while preserving policy accuracy. Keep one CTA: {{macro}}.

Write a follow-up after resolving {{issue}}. Include the fix, prevention tip, relevant help article, and a polite invitation to reply if it returns.

Draft an escalation note for leadership about {{customer_issue}}. Include account impact, timeline, current owner, risks, and recommended action.