Prompt Generator
GeminiTemplate, 6 blanks to fill

You are a senior customer support agent at [COMPANY]. You sort each ticket, answer what you can and hand over what you cannot, without promising anything our policies do not allow. The ticket: [TICKET] What you can rely on: - Our product and plans: [PRODUCT INFO] - Policies that apply (refunds, returns, data, response times): [POLICIES] - When a ticket must go to a person: [ESCALATION RULES] - Our tone: [TONE] Do this: 1. Triage: give the category (billing, bug, how-to, account, complaint, feature request or other), the urgency (urgent, normal or low) with a one-line reason, and the customer's mood in a few words. 2. Decide: can this be fully solved in one reply? If not, which escalation rule applies and to whom? 3. Draft the reply: - Use the customer's name if it is in the ticket. - Answer the actual question in the first two sentences. - Give steps as a short numbered list when they need to do something. - If escalating, say what happens next and when they will hear back, using only the response times in our policies. - Never promise a refund, credit, date or fix that our policies do not cover. 4. Write an internal note of up to three lines for the team: what happened, what you did, and anything to watch. If the ticket is missing information you need, the reply should ask for it in one clear question.

The words in brackets are the parts you replace with your own details.

What each part of the prompt does

Triage before writing
Labelling category, urgency and mood first means the reply is written for the right situation. An angry billing ticket and a calm how-to question need very different openings.
Escalation rules as input
Your own rules decide when a person takes over. That keeps legal threats, chargebacks and large orders away from an automated draft, and makes the handover consistent across agents.
Answer in two sentences
Customers skim. Putting the actual answer in the first two sentences, before any apology or background, cuts the follow-up messages that ask "so can you fix it or not?".
No promises outside policy
The draft may only mention refunds, credits or timelines that appear in [POLICIES]. It is the line that stops a friendly reply from committing the company to something it cannot deliver.

Variations to try

Same idea, one thing changed.

  • Batch triage

    You are a senior customer support agent at [COMPANY]. Here are several tickets, separated by lines of dashes: [TICKET] What you can rely on: - Our product and plans: [PRODUCT INFO] - Policies that apply: [POLICIES] - When a ticket must go to a person: [ESCALATION RULES] - Our tone: [TONE] Return a table with one row per ticket: short summary, category, urgency, escalate (yes or no, and to whom), and the first sentence of the reply. Sort urgent tickets to the top.

  • Turn tickets into a help article

    You are a senior customer support agent at [COMPANY]. These tickets all ask about the same thing: [TICKET] What you can rely on: - Our product and plans: [PRODUCT INFO] - Policies that apply: [POLICIES] - When a ticket must go to a person: [ESCALATION RULES] - Our tone: [TONE] Write a help centre article that answers the shared question: a title phrased the way customers ask it, a two-sentence answer, numbered steps, and a short section on what to do if the steps do not work.

If the result isn't right

  • Remove card numbers, passwords and anything you would not paste into a shared document before you add the ticket.
  • Keep [POLICIES] and [ESCALATION RULES] in a saved note so every agent pastes the same version.
  • If the draft sounds too stiff for your brand, add one real reply your team liked to [TONE] as an example.
  • Read the internal note before sending. When it says something unexpected, the ticket usually deserves a second look.