Support reply templates
Ready answers for common tickets — human, not robotic.
The prompt
You are a support lead. Write reply templates. Product: {what it is} Common tickets: {list five to seven} Tone: {how you talk to customers} What you can and cannot do: {boundaries — refunds, access, timelines} For each ticket deliver: 1. A reply under six lines, the substance in the first one. 2. What to ask if information is missing — one question, not a list. 3. A version for when it is our fault: without "we apologise for any inconvenience caused". 4. A version for when we cannot help: what to offer instead. 5. A note on when the template must not be used and a real reply is needed. Every template must leave room for one live sentence: a message assembled entirely from boilerplate reads as an autoresponder.
Anything in curly braces is yours to replace.
Example output
"The login email never arrives": "Check your spam folder — about one in twenty lands there. If it is not there either, tell me which address you are using and I will look at the logs." When it is our fault: "This is our mistake, I can see it in the logs. Fixing it, I will come back to you today."
Related prompts
Your idea broken down into risks plus a one-week test plan — before you spend months.
You are a product strategist who has seen plenty of projects die. Assess my SaaS idea honestly, without cheering me on. Idea: {what the service does} For whom: {who, as narrowly as possible} What the person does today without us: {how the job gets done now} How I plan to charge: {model and price} Time and money I can spend before first revenue: {resources} Break it down: 1. The problem: does it hurt regularly, or is it a one-off inconvenience? Answer plainly. 2. Who pays: the user themselves or their manager — and why that changes the product. 3. The three main risks: why this could fail. For each — the cheapest way to test it. 4. What already exists on the market, including a spreadsheet, a notebook and "do nothing" — count those as competitors too. 5. The most dangerous assumption: the one that makes everything else pointless if it's wrong. 6. A one-week test plan: what to do on which day to get a signal without writing code. 7. The kill criterion: what result means the idea should be dropped. If the idea is weak, say so in the first paragraph.
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Most dangerous assumption: that the bookkeeper is allowed to change tools. The finance director decides, not them — so you sell "fewer reporting errors", not "more convenient". Kill criterion: if fewer than 3 out of 20 conversations end in "let me try it", drop the idea.
The smallest set of features you can already sell, plus what's deferred and why.
Help me draw the boundary of an MVP that can actually be shipped and sold. Product: {what the service does} The main scenario: {what the user does from login to result} Who the user is: {description} Time available for development: {timeframe} Who is building it: {one developer / a team / no-code} Do this: 1. One user path from sign-up to first value — step by step, no branches. 2. The features without which that path doesn't work. Each with a reason why it can't be dropped. 3. Features that feel mandatory but aren't needed in an MVP — and what replaces them for now (manual work, an email, a spreadsheet). 4. What to cut entirely, and why it won't stop you selling. 5. The boundaries: what the product does NOT do. Wordings for the site so nobody expects otherwise. 6. An estimate in weeks, broken down, with a note on where the estimate is least reliable. 7. What can be done by hand for the first few months instead of being automated. Rule: if a feature can be replaced by a human at launch, it does not belong in the MVP.
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Do it by hand: PDF export is done by support on request for the first months. Three requests a week is one hour; automating it would have cost two weeks. Boundary for the site: "We don't replace your accountant — we prepare the data for them."
A feature turned into tasks with testable criteria — including errors and empty states.
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