Prompt details

Tested on

Claude Opus 5.5

Length

542 words · 3 fill-ins

Example input

[Sample customer messages]: 1. Hi, I ordered a fiddle leaf fig 9 days ago and tracking hasn't moved in 4 days. Is it lost? It's a birthday gift. 2. My monstera arrived with 3 broken leaves and the pot cracked. Pretty disappointed for $68. 3. The code WELCOME15 says invalid at checkout. 4. Where's my order?? Placed it Friday and it still says unfulfilled. 5. I got a snake plant but I ordered a ZZ plant. Order 4471. 6. My calathea's leaves are curling and going brown at the edges 2 weeks after it arrived. Did I get a sick plant? 7. Can I use two codes? I have the newsletter code and a referral code. 8. Your site says my order is on hold for weather. I didn't agree to that, I need it by Saturday. 9. Plant was dead on arrival, mushy stems, smells. I want my money back, not another plant. If I don't hear back I'm disputing it with my card. 10. How often should I water the pothos I bought? It's by a north window. 11. I want to cancel my Plant of the Month subscription. How do I do that? 12. Tracking says delivered but there's nothing at my door. 13. The pothos I ordered 6 weeks ago died. I followed the care card. Can I get a replacement? 14. Your code SPRING20 didn't work on the sale bundle. 15. Third time my order was late. Honestly about to leave a 1-star review.

[Your policies]: Happy Plant Guarantee: if a plant arrives damaged or dies within 30 days of delivery, send a photo within those 30 days and we replace it once or give store credit. No cash refund under the guarantee unless we cannot replace the plant. Shipping: orders ship Monday to Wednesday only, so plants don't sit in a warehouse over a weekend. Processing takes 1 to 3 business days. Winter hold: when the forecast at the destination is below 32°F, we hold the order up to 7 days, or ship it with a heat pack ($4) if the customer chooses. We are not responsible for cold damage after a customer declines the hold. Returns: unopened pots and accessories within 30 days for a refund; live plants cannot be returned. Discount codes: one code per order; not valid on sale items, gift cards or subscriptions; codes expire on the date shown. Cancellations: free until the order ships. Plant of the Month subscription: skip or cancel any time before the 20th of the month. Refunds go to the original payment method in 5 to 10 business days.

[Your business and brand voice]: Fernleaf Plant Co., an online shop shipping houseplants across the continental US from our greenhouse in North Carolina. 4-person team; 2 of us answer email and chat. Customers are mostly first-time plant owners aged 25 to 40. Voice: warm, plain and a little playful, never cutesy. We sign replies with our first name. We use Shopify and Gorgias.

Example output

1. Ticket types

Type (the customer's problem)	Messages	Root cause	Template
My order hasn't arrived (5)	1, 15	Shipped, but carrier scans stalled or delivery is slow	A1 Tracking stuck
	4	Not shipped yet: we ship Mon to Wed, plus 1 to 3 business days of processing	A2 Not shipped yet
	8	Winter hold: forecast at destination below 32°F	A3 Weather hold
	12	Carrier marked it delivered; package misdelivered, misplaced or stolen	A4 Delivered, not here
My plant arrived bad or is going downhill (4)	2	Damaged in transit (plant and pot)	B1 Arrived damaged
	9	Dead on arrival; customer wants cash and threatens a chargeback	B2 Refund demand (lead sends)
	6	Adjusting to a new home or a care issue, within 30 days	B3 Struggling, within 30 days
	13	Died after the 30-day guarantee	B4 Died after 30 days
My discount code didn't work (3)	3, 7, 14	Expired, already used, excluded item (sale, gift card, subscription), or two codes on one order	C Code didn't work
I got the wrong plant (1)	5	Picking or packing error	D Wrong plant
How do I look after my plant? (1)	10	First-time owner; watering depends on their light	E Care question
I want to stop my subscription (1)	11	Wants out; how to cancel isn't obvious	F Cancel subscription

*Assumption: frequency comes from these 15 messages only. Save each template as a Gorgias macro and tag tickets by type, then recount after a month.*

2. Reply templates

A1 Tracking stuck

Use when the order has shipped and tracking hasn't moved for 2 or more business days. For message 15 (third late order, review threat), include the apology line and loop in the lead. Don't use if tracking says delivered (use A4).

> Hi [first name],

> I've checked order [order number]. It's with [carrier] and was last scanned on [date] in [city]. I've asked [carrier] to trace it today.

Claude Opus 5.5

Customer Service Replies – Customer service prompt for ChatGPT and Claude

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Claude Opus 5.5

This prompt builds your customer service playbook. Paste sample customer messages, your policies and your voice; you get ticket types, reply templates, tone and escalation rules, refund limits, policy gaps and an FAQ.

What you get

Your tickets grouped by the customer's problem, most frequent first
A reply template for each type, with fields, that opens with the fix
Tone rules, escalation triggers and what a teammate can approve alone
The cases your policies do not cover, and an FAQ page draft

How to use it

1
Paste real messages
Copy 10 to 30 recent customer messages with names and order details removed. Include the angry ones; they shape the escalation rules.
2
Decide the gaps once
Answer every [decision needed] and every (suggested) time, then ask for the templates again with your decisions filled in.
3
Load them into your help desk
Save each template as a macro or saved reply, tag tickets by type, and recount the types after a month.

Better results

Paste your policies word for word. The templates quote them, and a paraphrase leads to promises you never made.
Put one reply you were proud of in the voice fill-in. It sets the tone better than a list of adjectives.
Run it again each quarter with fresh tickets. A new ticket type points to something in your product or policy that needs fixing.

Questions

What is a good ChatGPT prompt for customer service?

A good customer service prompt gives ChatGPT or Claude your real customer messages, your exact policies and your voice, and asks for replies that fix the problem first and never promise more than the policy allows. This prompt builds a whole reply library from them, not one answer.

Can AI write customer service replies?

Yes, AI writes clear, kind customer service replies when it has your policies and the customer's message. The risk is an invented promise, such as a refund your policy does not allow. This prompt marks each case your policies do not cover for you to decide.

What should a customer service playbook include?

A customer service playbook includes the common ticket types, a reply template for each, tone rules with examples, escalation triggers with response times, what each person can approve and the cases still to decide. An FAQ page built from the same answers cuts repeat questions.

Updated 8 Nov 2026