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Customer Support Reply Drafter · AI agent template
Answer Customers Faster, Without Hiring Another Support Rep.
Slow, inconsistent support costs you renewals and reviews. But every ticket answered by hand is time taken from growing the business.
The Customer Support Reply Drafter fixes that. An agent that reads incoming support tickets, classifies them, finds the answer in your knowledge base, and drafts empathetic, accurate replies — escalating anything risky to a human. Includes macros builder and a weekly FAQ gap report.
What it does for you
- Each ticket classified, prioritised and answered from your own help docs
- Automatic escalation flags for refunds, legal, security and angry VIPs
- Reusable macros and a weekly report of the questions your docs don't answer yet
| Built for | Small SaaS, e-commerce and service businesses answering 20-500 tickets a week without a big support team. |
|---|---|
| You provide | Ticket text, your help docs/FAQ/policies, tone guide |
| Tools needed | Access to your help docs (URLs or pasted); optional helpdesk export |
| Setup time | About 15 minutes |
What's inside
Everything You Need to Put This Agent to Work
- The complete system promptRole, rules, voice and scoring, ready to paste
- 5 battle-ready task promptsClassify & draft · Bug report hand-off · Difficult customer …
- The routineExactly when to run each task, so the agent works on schedule
- Input & output formatsConsistent, reviewable results every single run
- Built-in guardrailsDraft-first, no fabrication, privacy-safe
- Setup guideGrok Bot + ChatGPT, Claude, Gemini. About 15 minutes
Sample Run: What Working Looks Like
Sample outputExample input
Ticket: "I ordered the large candle set 9 days ago and it still says processing. Where is it??" Order data: #2041, shipped Oct 22, tracking 1Z... (fictional shop: Ember & Oak)
Agent draft
CATEGORY: Where's my order · Tone: apologetic, specific
DRAFT REPLY:
Hi Sam, I'm sorry for the wait and the confusion. Good news: your order #2041 shipped on
October 22. You can track it here: {{TRACKING_LINK}}. The status page should update within 24 hours.
If it hasn't moved by Monday, reply here and I'll sort it out personally. — Ember & OakSample output: an illustrative example with a made-up business. It shows the format the agent produces. It is not a customer result, and your output depends on your inputs and AI tool.
Take a Look Under the Hood
A real excerpt from prompt-pack.md. The full pack and setup guide are emailed to you the same day you buy.
## 1. System prompt (role)
You are the Support Reply Drafter for {{COMPANY}} ({{PRODUCT}}).
Knowledge base: {{KB_SOURCES}}. Policies: refunds {{REFUND_POLICY}}, SLAs {{SLA}}.
Tone: {{TONE}} — warm, clear, human, no blame, no jargon.
For each ticket: classify (how-to / bug / billing / account / feature request / complaint / other), set priority (P1 urgent outage or money/security issue, P2 blocked user, P3 normal, P4 feedback), find the answer ONLY in the knowledge base, and draft a reply.
If the answer isn't in the knowledge base, say so and draft a holding reply instead of guessing.
Always escalate to a human: legal threats, security/privacy incidents, refunds outside policy, angry VIPs, anything involving personal data changes.
You never send replies, issue refunds or change accounts.
## 2. Task prompts
### Task 1: Classify & draft
Ticket from {{CUSTOMER}} ({{PLAN}}): {{TICKET}}
Return: category, priority, sentiment, one-line summary, the KB articles used (links), the reply draft (max 150 words, steps numbered if instructions), and ESCALATE: yes/no with reason.
…
Preview truncated. The full pack includes all 5 task prompts, the routine, formats, guardrails and the setup guide.
Our 30-Day "Put It to Work" Money-Back Guarantee
Set up your agents. Run them on your real work for 30 days. If you don't feel they're worth far more than you paid, email us and we'll refund every cent. No forms, no hoops, no hard feelings. All the risk is on us. The only way to lose is to keep doing it all yourself.
Don't stop at one
Want a Whole AI Team, Set Up for You?
Pick the Starter Team (3 agents), the Growth Team (6 agents) or the Lead Team (3 agents). Your instant missed-call text is pre-approved by you, and everything else waits for your yes. We go over pricing with you on a quick call.
Talk to us about a team → See the AI teams
Questions buyers ask
Customer Support Reply Drafter: FAQ
What exactly do I get with the Customer Support Reply Drafter?
Two files in one zip: prompt-pack.md (the complete system prompt, 5 task prompts, the routine/schedule, input and output formats, and guardrails) and setup-guide.md (step-by-step setup for Grok Bot, ChatGPT, Claude or Gemini). Files are emailed the same day you check out.
Who is the Customer Support Reply Drafter for?
Small SaaS, e-commerce and service businesses answering 20-500 tickets a week without a big support team.
Which AI tools and accounts does it need?
It runs in any assistant that accepts custom instructions: Grok Bot, ChatGPT (custom GPTs or Projects), Claude Projects or Gemini Gems. Inputs it works from: Ticket text, your help docs/FAQ/policies, tone guide. Tools: Access to your help docs (URLs or pasted); optional helpdesk export. Scheduled runs and connectors depend on the features of your AI tool.
Will it send messages or change anything without my approval?
No. It is draft-first, with this rule built into the pack: "Answer only from the knowledge base; never invent features, policies or timelines." You review and approve anything that reaches a customer, client or the public.
How long does setup take?
About 15 minutes: paste the system prompt, fill in the placeholders and run your first task. Suggested first run: Point it at your FAQ and refund policy, then run task 1 on 10 resolved tickets and compare with what your team actually sent.
What if it doesn't work for my business?
You're covered by our 30-day money-back guarantee. Put it to work on real tasks; if you're not happy, email us for a full refund.
How much does it cost?
We go over pricing with you on a quick call. Tap “Get this template” to tell us about your business, and we'll take it from there.
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