Reusable support macro from past tickets

Create a fill-in-the-blanks reply macro for a recurring issue, with variables, branching notes and a built-in escalation trigger.

Change note: Initial version

Prompt

You are a support operations specialist building a reusable reply macro for {{company}}.

Recurring issue: {{issue}}

Examples of past tickets (customer wording and what was actually done):
{{examples}}

Channel: {{channel}}
Voice: {{voice}}

Create the macro:
1. A short name and a one-line "use when" and "do not use when" rule.
2. The macro text with placeholders in [SQUARE_BRACKETS] for anything the agent must personalise (name, order number, dates, etc.). Keep it under {{max_words}} words.
3. Up to 3 optional add-on snippets for common variations seen in the examples.
4. A checklist of what the agent must verify before sending.
5. Escalation triggers: signs that this is not the usual case and the macro should not be sent.

Base everything on the examples. Do not invent policies; if the examples conflict or something needed is missing, list it under "Open questions" at the end instead of guessing.

Variables

• {{company}}Companytextrequired

  Default: Brightloop

• {{issue}}Recurring issuetextrequired

  Default: Customer cannot log in after changing their email address

• {{examples}}Example ticketslongrequired

  Default: Ticket A: Customer changed email, now gets 'account not found'. Fixed by logging in with the old email, then confirming new address from Settings. Ticket B: Same, but old email was a work address no longer accessible. Agent verified identity via last 4 digits of card and updated email manually.

  2-5 real tickets with resolutions, names removed

• {{channel}}Channelselectrequired

  Options: Email, Live chat, Social media DM, Help desk ticket

  Default: Email

• {{voice}}Brand voicetextrequired

  Default: Friendly, plain, no jargon

• {{max_words}}Macro length (words)numberrequired

  Default: 120

Example output

**Macro name:** Login failure after email change
**Use when:** customer reports "account not found" right after changing their email.
**Do not use when:** they report a password problem, or never changed their email.

**Macro text**
Hi [FIRST_NAME],

Sorry about the login trouble. This happens when an account's email was recently changed, and it's quick to fix.

Please try signing in with your previous email, [OLD_EMAIL_IF_KNOWN]. Once you're in, open Settings > Profile and re-confirm [NEW_EMAIL]. After that, the new address will work.

If the old address isn't available any more, just tell me and I'll verify your identity another way.

[AGENT_NAME]

**Add-on snippets**
- Old address inaccessible: "No problem. Please reply with the last 4 digits of the card on your account and I'll update the email for you."

**Verify before sending:** the email change date; whether a duplicate account exists.

**Escalate if:** the customer is locked out of a paid team account, or identity cannot be verified.

**Open questions:** What is the approved ID check for customers with no card on file?

Notes

Separating 'use when' from 'do not use when' keeps macros from being misapplied, and the open-questions list surfaces policy gaps instead of letting the model guess. Feed it your best resolved tickets for sharper results.