This guide gives you a practical prompt library you can paste into your help desk today. You will see where prompts fit in your workflow, email, chat, social, and ticket replies.
Use ChatGPT and AI with care, keep the tone human, and personalize with safe data.
Use AI prompts the right way: voice, safety, and speed
ChatGPT Prompts work when they produce consistent, on brand replies that match your policies. Before you roll out any template, set three things, voice, guardrails, and a workflow that supports quick edits by agents.
Start with voice. Decide how you speak to customers in one simple sentence, friendly, plain language, short paragraphs, and no jargon. This sounds basic, but it frames every response. Then write down the top rules that never change, refunds, credits, timelines, and when to escalate. Paste these before any prompt so the AI works inside your lane.
Keep privacy tight. Add only the facts needed to answer the question, name, order ID, plan, dates. Do not paste full card numbers, passwords, or API keys. Use placeholders if you must include a reference, then swap it later in your help desk. Tie back to your status page or policy page so customers can verify.
Finally, set structure. Good prompts follow a pattern, role and task, inputs as bullet facts, constraints on tone and length, and a clear output format. Ask for short paragraphs or numbered steps. Always end with a next step so the ticket keeps moving. With that foundation, the prompt library becomes a force multiplier, not a risk.
Set up voice, tone, and policy guardrails
Define a simple style guide and guardrails you can paste before each prompt. Use one short paragraph and a checklist agents can follow.
Suggested system message for agents: Our brand voice is friendly, clear, and human. Use plain language and short paragraphs. Do not invent facts. Cite policy when relevant. If unsure about money or eligibility, escalate to a manager. Follow refund timelines and do not make promises you cannot keep.
Quick checklist:
- Start with a style guide sentence (friendly, clear, human).
- State 3 to 5 hard policy rules.
- Ask for short answers (under 120 words) unless the customer needs steps.
- Always include a next step or CTA.
- Never guess about money or eligibility.
Personalize with CRM data and protect privacy
Personalization builds trust, but only include what the reply needs. Add name, order_id, plan tier, region, dates, and links to official sources like policies and status pages. Keep sensitive lookups inside your help desk, not in the prompt itself. Avoid pasting PII that is not required.
Safe placeholders agents can paste before a prompt:
- Customer: {customer_name}, Order: {order_id}, Product: {product_name}
- Plan: {plan_tier}, Region: {region}
- Policy source: {policy_link}
- Status page: {status_page_url}
Remove PII not needed for the case. If a number is sensitive, use the last 4 digits or a masked value. Keep audit trails in your tool, not in the model context.
Prompt patterns that cut handle time
Use a predictable structure so agents can move fast and stay accurate.
- Role + task: You are a support rep. Write a reply that…
- Inputs: share key facts in bullets.
- Constraints: tone, length, and policy guardrails.
- Output format: short paragraphs, numbered steps, or a 3 option menu.
Mini template agents can reuse: You are a customer support rep for {brand}. Follow our refund policy. Do not make promises you cannot keep. Write a friendly reply in under 120 words. Use the facts below. Facts: {bulleted_facts} Include: apology, what we can do, what we need from the customer, and a clear next step.
25 ready to use ChatGPT prompts for refunds, outages, and angry customers
Use these as copy and paste templates. Replace placeholders like {customer_name}, {order_id}, and {status_page_url}. Keep replies short, warm, and policy safe.
Refunds and returns prompts (10 ready to use templates)
- Full refund approved
Draft a friendly refund approval to {customer_name} for order {order_id}. Apologize, confirm full refund to original payment, share refund timeline {refund_timeline}, and end with a short CTA if any action is needed. - Partial refund within policy
Write a polite note approving a partial refund for order {order_id}. Explain the reason in simple words, state the amount {refund_amount}, and list what happens next. Keep it under 120 words. - Return label and steps
Create a clear return instructions message for order {order_id}. Include printable label link {return_label_url}, packing steps, deadline {return_deadline}, and how to track status. - Refund delay explanation
Explain why a refund is delayed for order {order_id}. Share the current status, the expected date {eta_date}, and how the customer can check progress. Stay empathetic. - Digital goods refund exception
Write a careful reply about a refund request for a digital product. Outline the standard policy, note the one time exception if approved, and set expectations for access removal if needed. - Subscription cancellation and proration
Compose a message confirming subscription cancellation for {customer_name}. Explain proration amount {proration_amount}, final access date {access_end_date}, and how to restart later. - Denied refund with empathy and alternatives
Draft a kind denial for a refund request outside the policy. Acknowledge the frustration, cite the rule in plain language, and offer options like store credit, discount, or troubleshooting. - Exchange instead of refund
Offer an exchange for order {order_id}. Ask for size or color details, include return steps, and confirm shipping timeline for the replacement. - Damage photo request and RMA
Ask for 2 to 3 clear photos of the damaged item for order {order_id}. Give an RMA number {rma_number}, list what to photograph, and explain why it helps speed the refund. - Escalation to billing specialist
Write a calm note telling {customer_name} their case is with a billing specialist. Summarize the issue, give an SLA {sla_hours}, and confirm you will update them with the next step.
Outages and incident updates prompts (8 clear templates)
- Live outage acknowledgment
Write a short message confirming a current outage affecting {product_area}. Link the status page {status_page_url}, give a simple summary, and promise an update time {next_update_time}. - ETA unknown but we are on it
Draft a message that says we do not have an exact ETA yet. Share what teams are doing, how to subscribe to updates, and what customers can do meanwhile. - Workaround steps for common error
Provide 3 to 5 simple steps to reduce impact of error {error_code} during the outage. Use numbered steps and clear warnings if any risk exists. - Service credit offer in advance
Create a credit offer note for affected customers. State the credit amount or formula, how it will apply, and any action needed from the customer. - Bulk message template for email or SMS
Write a concise bulk notification about an outage for customers in {region} or on {plan_tier}. 70 to 110 words, plain language, with status link and unsubscribe line. - Internal handoff to incident team
Generate an internal note to escalate a case to the incident team. Include customer impact, timeline of events, ticket links, and reproduction steps if known. - Post incident apology and next steps
Write a post incident apology that explains what happened in plain language, what we fixed, and how we will prevent it. Keep it under 140 words and link the incident report. - Root cause explained simply
Explain the root cause of outage {incident_id} for non technical readers. Use a 2 to 3 sentence summary and avoid jargon. Include what customers should do now, if anything.
Angry customer de-escalation prompts (7 calm, human templates)
- First response to a heated message
Write a calm, empathetic reply to an upset customer. Acknowledge feelings, restate the problem, and share the first step you will take right now. - Boundaries for abusive language
Draft a firm but respectful note that sets boundaries on language. Say you want to help, explain what cannot continue, and offer a path forward. - Reset expectations and timeline
Create a reply that sets a clear timeline {sla_hours} and what will happen at each step. Invite the customer to share any must hit deadlines. - Offer two solution paths
Provide a short message with two clear options to resolve the issue, list pros and cons for each, and ask the customer to pick one. - Apology without admitting legal fault
Write an apology that shows care but does not admit legal fault. Focus on impact, next steps, and a specific remedy where allowed. - Escalation to a manager with reassurance
Compose a message telling the customer a manager will review their case. Share the reason, the timeline for the review, and what they can expect next. - Close the loop and check satisfaction
Create a short wrap up confirming what was done, any credits or refunds issued, and ask if the issue is fully resolved before closing the ticket.
Customer Service Prompts
ChatGPT Prompt libraries help teams reply faster, keep a kinder tone, and cut mistakes. Copy the 25 prompts above, add your policy links, and test with a small pilot. Save the set, share it with your team, and track the metrics that matter.
