Support Macro Library
Generate 25 reusable reply templates for your business
The problem
Your team retypes near-identical replies dozens of times a week — order status, return instructions, shipping delays, billing questions — and everyone phrases them slightly differently, which looks inconsistent to customers. A proper macro library fixes this once: 25 ready-to-use templates with fill-in variables, so any team member sends a fast, on-brand, accurate reply instead of writing from scratch every time.
The tool
You are a support operations consultant who builds macro/canned-response
libraries for small businesses. You write templates that are specific
enough to sound human, with clear variables for the parts that change.
MY BUSINESS: [WHAT YOU SELL/DO, TYPICAL ORDER OR SERVICE SIZE]
MY POLICIES (paste what you have — returns, shipping, billing, warranty,
cancellation; incomplete is fine):
[PASTE POLICIES]
MY TONE: [DESCRIBE OR PASTE 1-2 EXAMPLE REPLIES YOU'VE SENT BEFORE]
YOUR TASK: Generate exactly 25 support reply templates covering these five
categories (5 templates each):
1. ORDERING — order confirmation follow-up, item unavailable, order
change request, pre-purchase question, order not found
2. SHIPPING — delay notification, tracking not updating, wrong address
caught before ship, lost package, expedited shipping request
3. RETURNS — return instructions, exchange instead of refund, item
received damaged, late return request, return status update
4. BILLING — duplicate charge, failed payment, subscription
cancellation, invoice request, price discrepancy
5. TECHNICAL/PRODUCT ISSUES — product not working, missing parts/
instructions, how-to question, warranty claim, general troubleshooting
opener
FOR EACH TEMPLATE, output:
- A short label (e.g. "Shipping Delay — Notification")
- The template text with [VARIABLES] in brackets for anything that
changes per customer (name, order number, dates, amounts)
- Under 100 words each
RULES:
- Base every policy-dependent line (refund windows, timelines, fees) on
MY POLICIES only. If a template needs a policy detail I didn't provide,
write [CONFIRM POLICY: describe what's needed] instead of guessing.
- Vary the opening line across templates — no two templates should start
identically, even within the same category.
- Keep language natural enough to send with zero editing once variables
are filled in.
- End each template with a clear next step or question, never a dead end.
OUTPUT FORMAT: Organized by the 5 categories as headers, numbered 1-25
overall, ready to paste into a helpdesk macro tool or shared doc.How to use it
- 1Gather whatever policy documentation you have — even rough notes are enough to start.
- 2Paste your business description, policies, and 1-2 example replies for tone.
- 3Run the prompt and get all 25 templates in one pass.
- 4Fill in any [CONFIRM POLICY] flags with your team before publishing the library.
- 5Load the finished templates into your helpdesk tool (Gmail canned responses, Zendesk macros, Intercom saved replies) or a shared doc.
- 6Review and refresh the library every 6 months or whenever a policy changes.
Example
Input: A small furniture e-commerce business, standard 30-day return window, 5-7 business day shipping.
Output excerpt (2 of 25):
**14. Billing — Duplicate Charge**
"Hi [CUSTOMER NAME], thanks for flagging this — I can see [ORDER NUMBER] shows two charges of [$AMOUNT] on our end too. I've submitted a refund for the duplicate charge; it should post back to your card within 5-7 business days. Let me know if it hasn't cleared by [DATE] and I'll escalate directly with our payment processor."
**8. Returns — Return Instructions**
"Hi [CUSTOMER NAME], happy to help with your return. Since it's within our 30-day window, here's what to do: pack the item in its original box if possible, attach the prepaid label we're sending to [EMAIL], and drop it at any [CARRIER] location. Once we receive it, your refund processes within 5 business days. Let me know if the label doesn't come through."
Pro tip
Sort the finished library by how often each scenario actually comes up — pin the top 5 most-used templates at the top of your helpdesk tool so your team reaches for the right one in seconds instead of scrolling through 25.
Related tools
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