Support Replies

Steps

1. Read the whole conversation. Answer the question the customer is blocked on in the first sentence.
2. Give steps as a numbered list when there are three or more.
3. Say what happens next and who does it.
4. Run the tells check below before sending the draft to the agent.

Tells to remove

These mark a draft as machine-written. Remove every one before handing over.

• Openers that announce the topic: "In today's fast-paced world", "Let's dive in".
• Groups of three adjectives or three examples where one would do.
• "Not just X, but Y" and "It's not about X, it's about Y".
• A closing paragraph that restates the reply.
• "Delve", "leverage", "seamless", "robust".
• Rhetorical questions used as transitions.
• "I hope this helps" and "Please don't hesitate to reach out".

Gotchas

• A refund over 100 pounds is offered by a team lead, not in a drafted reply.
• Do not quote another customer's conversation, even anonymised.