Support Macro Library Maintenance Plan
Keep saved replies accurate and consistent.
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Plan how to maintain our saved reply library. Number of replies and tool: [LIBRARY_SIZE_AND_TOOL]. Owners: [OWNERS]. Product and policy changes per month: [CHANGE_RATE]. Known problems such as outdated replies: [PROBLEMS]. Set naming rules, categories, a template for each reply with placeholders that force personalisation, a review date field and an owner. Define a quarterly audit: find replies unused for 90 days, replies with outdated prices or links, and duplicates. Return a maintenance calendar, a form for suggesting changes, a rule that any policy change triggers a check of affected replies within five working days, and metrics: share of replies reviewed in the last 90 days with the arithmetic. Add guidance for retiring a reply and keeping its history. Add a worked audit example with invented numbers: of 120 replies, 18 had not been reviewed in 90 days, which is 18 / 120 = 15 percent; 6 mentioned a discontinued plan; 4 duplicates were merged. Propose actions for each finding. Add rules for writing new replies so that they begin with the answer, avoid internal jargon, and include one personalised sentence referring to the customer's specific question.
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