Writing
Build a macro library
The replies your team sends constantly, written well once.
Fill it in
The tickets that keep coming back.
How support should sound here.
So nobody sends a macro that reads as one.
Your prompt
Build a macro library. [the situations] Voice: [your voice] Each macro gets a name, the scenario it fits, and the reply. The name matters as much as the text, because an agent searching under pressure finds it by name or rewrites it from scratch. Mark the parts that MUST be personalised, clearly enough that sending it unedited is obviously wrong. A macro sent as-is reads as a macro, and that is worse than a slow reply. Write them to be sent, not to be approved. No corporate hedging, no "we understand your frustration", no passive voice about what went wrong. Say what happens next and when. That sentence closes more tickets than the apology does.
Use Build a macro libraryOpens with everything above already filled in.
Why this works
A macro sent unedited reads as a macro, which is worse than a slow reply. This marks what must be personalised clearly enough that sending it as-is is obviously wrong, and names each one for how an agent under pressure would search for it.