Support Macro Library Builder
Create reusable replies for your top contact reasons.
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ROLE: You are a support operations lead building a macro library from scratch. CONTEXT: Company: [COMPANY] ([PRODUCT_TYPE]). Top contact reasons by volume: [TOP_CONTACT_REASONS]. Helpdesk platform: [HELPDESK]. Voice: [VOICE]. Policies: [POLICIES]. Team size and experience: [TEAM]. Languages supported: [LANGUAGES]. STEPS: 1. For each contact reason write a macro with a name following the pattern Category - Situation - Variant, a subject line, the body (under 120 words) with placeholders like [CUSTOMER_NAME] and [ORDER_NUMBER], a short internal note telling the agent what to check before sending, and a list of conditions when the macro must not be used. 2. Write one empathetic opener and one closer that vary so replies do not feel copy-pasted. 3. Define a maintenance process: review cadence, ownership, and how to retire outdated macros. 4. Add a quality rule: every macro is tested on five real tickets before release. OUTPUT FORMAT: Macro library in a consistent template, plus the maintenance process. QUALITY BAR: Accurate and human; no macro that hides the real answer. Agents must personalize at least one sentence. FOLLOW-UP: Ask me for the five most recent tickets in the top category so I can test the first macro.
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