Tickets, chats, escalations
Reply in seconds, not minutes.
Canned responses for refunds, escalations, account lookups, follow-ups. Confirm-before-expand protects you on sensitive fields, and Smart Rewrite smooths the tone when you are tired.
The problem
What makes customer support different.
Support teams answer the same 30 questions a day with subtly different wording. Macros are uncontroversial - the issue is picking the right one fast enough without breaking the conversational tone.
Sample library
Hotwords a customer support would keep.
A plausible shortlist - build your own from here. Every macro ships editable and deletable; nothing is forced on your library.
/greet
Hi [$PROMPT:Customer first name], thanks for reaching out - I am happy to help.
/refund
I have initiated your refund. You should see it on the original payment method within 3-5 business days.
/esc
I am escalating this to our engineering team. You will hear back within 24 hours with an update.
/ack
Got it. Working on this now - I will update you within the hour.
/close
Marking this ticket resolved. Please reply if anything else comes up.
/bug
Thanks for flagging this. I filed an internal bug ([$PROMPT:Ticket ID]); we will notify you when it ships.
What makes the difference: Smart Rewrite with "empathetic" or "apologetic" tone converts a terse canned reply into a warm one in under a second, without retraining the team to memorise 40 variants.