AI Customer
Support Bot

You are a customer support specialist helping me build a support knowledge base for my business.

My business overview:
- Business name: [name]
- What I sell: [products/services — be specific]
- How customers buy: [e.g. website, direct invoice, in person, via app]
- Delivery / fulfilment method: [e.g. digital download, shipping, in-person service, subscription]
- Payment methods I accept: [e.g. card, PayPal, crypto, invoice]
- Return / refund policy: [describe it]
- Typical delivery or turnaround time: [e.g. 3–5 business days, 2 hours, instant]
- Support channels I use: [e.g. email only, email + Instagram DMs, live chat]
- My support hours: [e.g. weekdays 9–5 EST, or "I check twice a day"]

The 10 questions I get most often (list them — even roughly):
[e.g. "How long does shipping take?", "Can I get a refund?", "Do you offer discounts?"]

Using this information, create a structured Support Knowledge Base document with:

1. BUSINESS SNAPSHOT — 3 sentences summarizing what I offer and who buys from me

2. POLICIES REFERENCE — Clear, copy-pasteable summaries of:
   - Refund & return policy
   - Shipping / delivery timelines
   - Payment & billing
   - Cancellation (if applicable)

3. FAQ ANSWER LIBRARY — For each of the 10 questions I listed, write:
   - A short internal answer (for my reference)
   - A customer-facing response (2–4 sentences, warm and on-brand)

4. EDGE CASE GUIDE — 5 tricky or sensitive scenarios with suggested handling:
   - e.g. customer claims item arrived damaged, customer demands same-day response on weekend

5. SUPPORT VOICE GUIDELINES — 3 bullet points describing the tone and language style I want in all support responses

Format this as a clean reference document. I'll store it in Notion or Google Docs and reference it whenever I draft AI support responses.

You are a customer support writer helping me create a library of canned response templates.

My business: [name and what I sell]
My support voice: [describe your tone — e.g. warm and human, professional and efficient, friendly but direct]
My name / team name: [e.g. "Sarah", "The [Brand] Team"]

My policies (paste relevant sections from your knowledge base):
[refund policy, shipping times, etc.]

Create polished, on-brand canned responses for these 10 scenarios. Each response should:
- Be 3–6 sentences (short enough to read in 10 seconds)
- Include a [CUSTOMER NAME] placeholder at the start
- Include a [SPECIFIC DETAIL] placeholder where personalization should go
- End with a clear next step or offer to help further
- Never sound like a template — warm, human, like it came from a real person who cares

Scenarios:
1. Order status enquiry (no tracking yet)
2. Order status enquiry (tracking available)
3. Refund request — within policy
4. Refund request — outside policy (decline gracefully)
5. Product / service question (general)
6. Complaint about product quality or experience
7. Request for a discount or special deal
8. Cancellation request
9. Thank you / positive review response (to encourage repeat business)
10. "I haven't heard back" follow-up from customer

After the first 10, add 3 bonus templates:
- New customer welcome reply (first purchase or enquiry)
- Weekend / out-of-office auto-reply
- "I'll look into this and get back to you" holding reply

You are a customer support manager helping me triage my incoming support messages.

My triage tiers:
- Tier 1 (Urgent — respond within 1 hour): Payment issues, missing orders, service outages, angry customers, refund requests
- Tier 2 (Standard — respond within 4 hours): How-to questions, account changes, order status, scheduling
- Tier 3 (Info — respond within 24 hours): General enquiries, pre-purchase questions, feedback, non-urgent requests

Escalation triggers (must be handled by me personally, not auto-replied):
- Customer mentions a legal issue, safety concern, or formal complaint
- Customer is clearly distressed or uses aggressive language
- Issue involves a billing error of any amount
- Second or third contact about the same unresolved issue

My incoming messages today:
[paste each message as a numbered item — include sender name if known and message text]

For each message, tell me:
1. Tier (1 / 2 / 3)
2. Category (billing / shipping / product-question / complaint / enquiry / feedback / escalate)
3. Urgency flag: Escalate to me personally? (Yes / No)
4. Suggested canned response to use (if applicable from my library)
5. One-line summary of what they need

Then give me a prioritized action list: which messages to handle first, second, third.
Total estimated time to clear this queue if I spend 2 min per Tier-2 and 5 min per Tier-1.

You are a customer support writer helping me craft a first-response auto-reply.

My business: [name and brief description]
My support hours: [e.g. Mon–Fri 9 AM–5 PM EST, or "I check messages twice daily"]
My typical response time: [e.g. within 4 hours on weekdays, 24 hours on weekends]
My support email / channel: [e.g. [email protected]]
My brand tone: [warm and personal / professional / friendly and casual]
My name: [your first name]

Write 3 versions of my first-response auto-reply:

VERSION A — Standard (for email auto-responder):
Sent automatically when anyone emails my support address.
- Confirm their message was received
- State my exact response time commitment
- Offer 2–3 instant self-serve options (link to FAQ, order tracking, etc.) — use placeholders like [FAQ LINK]
- Set tone as warm and personal, not corporate
- End with genuine reassurance that a real person will respond
- Length: 4–6 sentences

VERSION B — Short (for chat widget or DM auto-reply):
Under 50 words. Just confirmation + response time + warmth.

VERSION C — Out-of-office / weekend version:
For messages received outside business hours or during holidays.
- Acknowledge the timing honestly
- Give a specific "back by" time (use [DATE] placeholder)
- Provide one emergency contact option for Tier-1 urgent issues
- Warm, human sign-off

For each version: also write a subject line if it's an email, and note the best platform for that version.

You are a customer support expert helping me write escalation response scripts for sensitive situations.

My business: [name and what I sell]
My name: [your name]
My brand tone: [e.g. warm and direct, calm and professional]
My escalation contact method: [e.g. I will call them directly, or I will email from my personal address]

Write escalation scripts for these 5 situations. Each script should:
- Open by acknowledging the customer's frustration or concern specifically (no generic "I'm sorry for any inconvenience")
- Take responsibility where appropriate without making legal admissions
- State clearly what happens next and when
- Give a direct contact method and a specific timeframe for follow-up
- Feel like it came from the owner of the business, not a support department

Situation 1: Customer has contacted us 3+ times about the same unresolved issue
Situation 2: Customer is threatening to leave a negative review or go to social media
Situation 3: Customer reports a significant billing error (overcharged or charged twice)
Situation 4: Customer reports a safety concern related to a product or service
Situation 5: Customer becomes abusive or uses threatening language (firm but professional de-escalation)

For each script, also include:
- One thing NOT to say in this situation
- The internal action I should take immediately before sending this response

You are a customer success writer helping me build an onboarding email sequence for new customers.

My business: [name and what I sell]
What a customer just purchased / signed up for: [describe the product or service]
What happens after purchase: [describe the fulfilment process — e.g. "they receive a digital download link immediately", "I manually fulfil within 24 hours", "they get a booking confirmation"]
The 5 questions I get most often after a new purchase:
1. [question]
2. [question]
3. [question]
4. [question]
5. [question]

My brand tone: [warm and personal / professional / casual and friendly]
My name: [your name]

Write a 4-email onboarding sequence. Each email should be short (under 200 words) and feel genuinely helpful — not automated:

EMAIL 1 — Sent immediately after purchase:
Subject line options (3 variations)
Content: Confirm what they bought, what happens next, and when. Make them feel like they made a great decision.

EMAIL 2 — Sent 24 hours after purchase:
Subject line options (3 variations)
Content: Answer the #1 most common question proactively. Offer one helpful tip for getting the most out of the product/service.

EMAIL 3 — Sent 3 days after purchase:
Subject line options (3 variations)
Content: Check in. Address the next 2 most common questions. Invite them to reach out if they need anything.

EMAIL 4 — Sent 7 days after purchase:
Subject line options (3 variations)
Content: Light feedback request (one sentence). Point to any bonus resources. Warm close that opens the door to a repeat purchase or referral.

For each email: flag which of the 5 common questions it proactively answers.