Should this reply be sent automatically without review?

No — this is designed as a draft for a human agent to review and adjust before sending, not a fully automated reply. That keeps a person in the loop for tone and factual accuracy on real customer-facing communication.

What if I don't know the resolution yet?

Describe what you do know (e.g. 'still investigating, will follow up within 24 hours') in the resolution field rather than leaving it blank — the draft will reflect that honestly instead of promising a fix that isn't confirmed.

Can I use this for negative or angry customer messages?

Yes — that's specifically where the empathetic-but-concise framing matters most. Make sure the resolution field is accurate, since an empathetic tone paired with a wrong resolution is worse than a plain but correct one.

Claude · Beginner

Draft a Customer Support Response

Draft an empathetic, clear reply to a customer complaint or question before a human reviews and sends it.

When to use this prompt

Customer support
Help desk replies

Prompt

Draft a customer support reply to the message below. Be empathetic but concise, acknowledge the specific issue (don't use generic filler), and clearly state the resolution.

Customer message:
{{customerMessage}}

Resolution/policy to communicate:
{{resolution}}

Variables

{{customerMessage}}: The customer's original message.
{{resolution}}: What you're able to offer or the relevant policy.

How to customize it

Paste the customer's message into {{customerMessage}} and describe the resolution/policy in {{resolution}}.

Example input

customerMessage: My order arrived two weeks late and one item was missing. This is the second time this has happened and I'm considering cancelling my subscription. resolution: Refund the missing item and apply a 15% credit to their next order. Standard shipping delay policy doesn't cover a second occurrence, so this is a one-time exception.

Example output

Hi [Name], I'm really sorry — a second late delivery with a missing item on top of that isn't the experience we want you to have, and I understand why you're weighing whether to stay subscribed. I've processed a refund for the missing item, and I've also applied a 15% credit to your next order as an apology for the repeated delay. Both should reflect within a few business days. If there's anything else affecting your experience with us, I'd genuinely like to hear it — we'd rather fix the underlying issue than lose you as a customer. [Your name]

Use cases

AI for Small Business

Frequently asked questions

Should this reply be sent automatically without review?: No — this is designed as a draft for a human agent to review and adjust before sending, not a fully automated reply. That keeps a person in the loop for tone and factual accuracy on real customer-facing communication.
What if I don't know the resolution yet?: Describe what you do know (e.g. 'still investigating, will follow up within 24 hours') in the resolution field rather than leaving it blank — the draft will reflect that honestly instead of promising a fix that isn't confirmed.
Can I use this for negative or angry customer messages?: Yes — that's specifically where the empathetic-but-concise framing matters most. Make sure the resolution field is accurate, since an empathetic tone paired with a wrong resolution is worse than a plain but correct one.