Customer support
Rewrite a canned reply so it answers the customer
Start from what this customer asked and what you know about their case. Keep the policy section that applies and remove the rest of the template. End with a next step written for their situation.
A text to start with
Here is our canned reply: [macro text]. The customer wrote: [message]. Confirmed facts about their case: [facts]. The policy section that applies: [section]. Rewrite the reply so it answers their question first, keeps only the policy language relevant to them, removes boilerplate that does not apply, and ends with a next step specific to their case. Keep our policy wording accurate and keep any condition that limits it.
Example request. Change the details to fit your situation.Macro tailoring worksheet
Macro name or identifier: [ ] Customer's actual question: [ ] Customer-specific facts confirmed: [ ] Policy section that applies: [ ] Policy conditions that must stay in the reply: [ ] Macro sentences kept, with reason: [ ] Macro sentences removed, with reason: [ ] Links kept or removed: [ ] Tailored next step: [ ] Who takes it: [ ] Details to verify before sending (name, product, dates): [ ] Suggestion for the macro owner: [ ]
Sentences that do not belong
Go through the rewritten reply one sentence at a time and ask what this ticket would lose without it. Common leftovers include generic thanks for contacting us, policy paragraphs about situations the customer is not in, and links to articles that do not match the question. Check that trimming did not distort the policy by dropping a condition that limits it. Any detail added for personalization, such as a name, product or date, must be correct for this customer and not carried over from a previous ticket.
Ask another agent to check the result
Read the rewritten reply sentence by sentence against the customer's message. Point out every sentence that does not address this ticket. Check whether any removed text dropped a policy condition, and whether any personal detail looks copied from another case. Quote each problem sentence.
Keep what you learned
If you rewrite the same macro often, note which parts you remove most and bring that to whoever owns the macro library. Change shared templates only if that is your role. Before sending, check names, order details and dates against the ticket, and note in the ticket which policy section you applied.