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Generate Support Response Templates Instantly

Describe any customer scenario and get a polished, ready-to-use reply template with placeholders, subject line, and customization tips.

Example

Input

Customer asking for a refund on an annual subscription they forgot to cancel. They only used the product for the first month. They're frustrated and threatening to leave a negative review.

Output

{
  "subject_line": "Your refund request for {{SUBSCRIPTION_PLAN}} — next steps",
  "template": "Hi {{CUSTOMER_NAME}},\n\nThank you for reaching out about your {{SUBSCRIPTION_PLAN}} subscription. I understand the frustration of being charged for something you weren't actively using — that's not a good experience, and I want to help make this right.\n\nI've reviewed your account and can confirm your subscription renewed on {{RENEWAL_DATE}}. Here's what I can do:\n\n- Process a refund of {{REFUND_AMOUNT}} for the unused portion of your subscription\n- Cancel your subscription immediately so you won't be charged again\n- Your access will remain active through {{ACCESS_END_DATE}}\n\nI'll process this as soon as you confirm you'd like to proceed. The refund typically appears within {{REFUND_TIMELINE}}.\n\nIs there anything else I can help with?\n\nBest,\n{{AGENT_NAME}}",
  "tone_notes": "Empathetic but solution-oriented. Acknowledges frustration without over-apologizing. Leads with what we CAN do (partial refund + cancel) rather than policy language. Avoids defensive tone about the review threat — address the problem, and the threat resolves itself.",
  "customization_tips": [
    "If your refund policy allows a full refund, replace the 'unused portion' language with 'full refund of {{REFUND_AMOUNT}}'",
    "If the customer mentioned a specific frustration (like auto-renewal), acknowledge it directly in the opening",
    "For high-value customers, consider adding a goodwill gesture: 'I've also added a {{CREDIT_AMOUNT}} credit to your account for future use'"
  ],
  "placeholders": [
    { "name": "CUSTOMER_NAME", "description": "Customer's first name", "example": "Alex" },
    { "name": "SUBSCRIPTION_PLAN", "description": "Name of the subscription plan", "example": "Pro Annual" },
    { "name": "RENEWAL_DATE", "description": "Date the subscription auto-renewed", "example": "March 15, 2026" },
    { "name": "REFUND_AMOUNT", "description": "Dollar amount being refunded", "example": "$199.00" },
    { "name": "ACCESS_END_DATE", "description": "When access expires after cancellation", "example": "March 14, 2027" },
    { "name": "REFUND_TIMELINE", "description": "Expected time for refund to appear", "example": "5-10 business days" },
    { "name": "AGENT_NAME", "description": "Support agent's name", "example": "Jordan" }
  ],
  "scenario_category": "refund"
}

Frequently asked

Are these templates customizable?: Every template includes {{PLACEHOLDER}} markers for variable information and customization tips for adapting the template to specific situations. Copy, fill in the placeholders, personalize the tone, and send.
Can I generate templates for any scenario?: Yes. Describe the scenario in plain language — refunds, outages, feature requests, billing disputes, onboarding help, cancellation saves, or anything else. The tool adapts to whatever you describe.
How are these better than canned responses?: Canned responses are static and generic. These templates are generated fresh for each specific scenario, include relevant placeholders, and come with tone notes and customization guidance. They're a starting point, not a form letter.
Can I save templates for reuse?: Sign in to save generated templates to your account. Build a library of scenario-specific templates your whole team can access.
What if the generated template doesn't match my brand voice?: Use the Tone Rewriter tool to adjust the template to your preferred voice. Generate the template here, then pass it through the tone rewriter with your target tone.