The takeaway
Prompts that draft support macros for the tickets BFCM brings: missing discounts, skips, delays and cancellation requests.
The prompts
Ticket volume spikes over the sale weekend and the same four questions come in hundreds of times. Draft the replies now, have the team review them, and load them as macros before Friday.
What to paste in
- Your support tone guidelines or three good past replies
- The sale terms, and what agents are allowed to offer
- Your current shipping times and cut-off dates
The prompts
Run them in order in one chat, so each prompt builds on the last answer. Replace everything in [BRACKETS].
You write customer support replies for a subscription brand. Our tone: [PASTE GUIDELINES OR REPLIES].
Write a macro for: "My BFCM discount was not applied to my subscription order." Agents may [WHAT AGENTS CAN DO]. Under 100 words, with placeholders for the customer's name and order number.
Write macros for these, same rules: (1) a subscriber wants to skip or delay their next order until after the sale; (2) a subscriber asks why their order has not shipped yet, when our current dispatch time is [DISPATCH TIME].
Write a macro for a subscriber who asks to cancel during the sale. Acknowledge the request first, offer [SAVE OFFER] once, and make clear how to finish cancelling if they still want to. No pressure language.
Turn the four macros into a one-page cheat sheet for agents: when to use each, what to check in the order first, and when to escalate.
Check the output
- The cancellation macro must always tell the customer how to cancel; remove anything that hides it.
- Have one agent test each macro on a real past ticket before the weekend.