AI Customer Support Response Workflow

5 steps to a reviewable draft

1. 01

   Identify the customer request

   Separate the stated problem, requested outcome and any details that still need confirmation.

   Result: A short case summary without assumptions about cause or fault.

2. 02

   Match the policy boundary

   Locate the approved refund, replacement, timing and escalation rules that apply to this case.

   Result: A list of actions the responder may offer and decisions that need approval.

3. 03

   Draft the response

   Ask for a direct reply that uses only the message and supplied policy.

   Result: A reply grounded in the case record and current policy.

   Your prompt

   Copy prompt

   Draft a customer support response. Customer message: {{message}}. Confirmed account or order facts: {{facts}}. Applicable support policy: {{policy}}. Escalation conditions and owner: {{escalation}}. Acknowledge the specific issue, state the action we can confirm, ask only necessary questions and explain the next step. Mark anything outside policy [ESCALATE]. Do not invent a cause, refund, replacement, deadline or account detail.

   Example input

   A customer says a delivery is three days late. Tracking shows no scan since Monday. Policy allows a trace after five business days.

   Example output

   I can see the last carrier scan was Monday. We can open a trace after five business days; if there is no new scan by Friday, reply here and we will start it.

4. 04

   Check tone and commitments

   Confirm that the reply answers the real request, avoids blame and makes no promise beyond policy.

   Result: An approved response or a clearly assigned escalation.

5. 05

   Record the outcome

   Save the response, chosen action and any follow-up date in the customer record.

   Result: A case history the next responder can understand.