Toybird Labs Blog
What this guide will help you do
- Paste the customer message and the verified internal facts separately.
- State what is unknown and what must not be promised.
- Define the next action and when the next update will occur.
- Review names, dates and commitments before sending.
Ready-to-use prompt
Insert the customer message, confirmed facts and next action. Remove confidential data and check names, dates and commitments before sending.
Draft a customer support reply using the information below.
Customer message: [paste message]
Verified facts: [facts only]
Unknown or under investigation: [items]
What we can promise: [next action or update]
What we must not promise: [time, refund, cause, etc.]
Tone: professional, calm and empathetic.
Output: subject line and email body.
Do not invent a cause, recovery time or policy. If important information is missing, list it after the draft.Example: Replying to a data sync problem
The customer cannot continue work because syncing stopped this morning. The technical team is investigating. No cause or recovery time is confirmed.
Subject: Update on the data sync issue
Thank you for contacting us. We are sorry for the disruption this issue is causing. Our technical team is currently investigating the cause. We do not yet have a confirmed recovery time, so we will contact you again as soon as we have verified information.
Thank you for your patience.
This support example keeps the recovery time unknown instead of turning an investigation into a promise.
Ways to adapt the prompt
The same reply structure works for acknowledgements, requests for information and resolution notices, but the confirmed facts and next action must change.
Acknowledge receipt only
Confirm that the case was received, give the case number and say when the next update will be provided.
Request additional information
Explain why a screenshot, timestamp or environment detail is needed and give simple steps to provide it.
Confirm resolution
State what was fixed, what the customer should do next and how to reply if the issue continues.
Checklist before using the result
Before sending the reply, verify the customer identity, confirmed status, promised next step and any date or amount.
- Customer name and issue match the original message.
- The email distinguishes confirmed facts from investigation.
- No deadline, refund or technical cause was invented.
- The next action is clear and realistic.
- Sensitive customer information is handled according to company policy.
What we checked hands-on
Prompt Ready
In Prompt Ready we changed confirmed facts, exclusions, audience and tone to compare customer-reply requests before pasting them into an AI service.
- Check dates, amounts and product claims against the source material
- Do not paste confidential or personal information into an external AI service unless your rules allow it
- Review the draft for the intended reader before sending or publishing it
Official sources and further reading
Frequently asked questions
How can I show empathy without over-apologising?
Acknowledge the impact and use one sincere apology. Avoid repeating apologies or admitting a cause that has not been established.
What if the answer will take several days?
State that the investigation is continuing and provide the next update point you can genuinely meet.
Can ChatGPT use our support policy?
Yes, if you provide the current policy text. Ask it to use only that text and verify the final reply against the official policy.
View the product
Use Prompt Ready to turn a task and a few constraints into a request you can review before pasting it into your AI service.