Write reusable support macros / canned responses that sound human, not robotic. Use when asked to write a support macro, a canned response, a saved reply, or a template for a common customer ticket. Produces a macro — an empathetic opener, the clear answer/steps, placeholders for personalisation, and a warm close — plus variants (resolved / need-more-info / escalating), tuned to keep it human.
Start a fresh conversation. Replace the highlighted placeholders.
Use support-macro to write human, reusable resolved, need-more-info, and escalation replies for [ticket scenario], using [resolution and constraints] in a [brand voice].
Required inputs
[ticket scenario]
[resolution and constraints]
[brand voice]
User-approved starter prompt based on a pinned source version; check current skill requirements before running. Task evidence ↗
SKILL.md
name: support-macrodescription: "Write reusable support macros / canned responses that sound human, not robotic. Use when asked to write a support macro, a canned response, a saved reply, or a template for a common customer ticket. Produces a macro — an empathetic opener, the clear answer/steps, placeholders for personalisation, and a warm close — plus variants (resolved / need-more-info / escalating), tuned to keep it human."
Support Macro Skill
Macros make support fast — but bad ones make it feel like a wall of copy-paste, which customers hate.
A good macro is a scaffold: empathetic opener, the actual answer in clear steps, obvious personalisation
slots, and a human close — fast for the agent, warm for the customer. This skill writes that, with the
variants a single situation usually needs.
Required Inputs
Ask for these only if they aren't already provided:
The scenario — the common ticket this macro answers (password reset, refund request, bug report, how-to).
The resolution — the actual answer or steps.
Brand voice — formal, friendly, playful (defaults to warm-professional).
Constraints — anything that must be said (policy, legal, security) or links to include.
Output Format
Macro: [scenario]
Primary macro:
Opener — acknowledge the person + their issue specifically ("Sorry the export failed — let's get that sorted."). Not "Dear valued customer."
Answer — the resolution in clear, numbered steps where it's a process. One idea per line.
Personalisation slots — clearly marked [first name], [order #], [specific detail] the agent fills.
Close — a warm, human sign-off + an open door ("If that doesn't do it, just reply here and I'll dig in.").
Variants (same scenario, different outcomes):
Resolved — the answer above, confident it's fixed.
Need more info — what you need from them and why, framed helpfully (not interrogation).
Escalating / known issue — honest acknowledgement, what happens next, and a realistic timeframe.
Notes: keep placeholders obvious so agents always personalise; flag the one line that must stay (policy/legal); keep it scannable on mobile.
Quality Checks
Opens by acknowledging the person and their specific issue
The answer is clear and step-by-step where it's a process
Personalisation slots are clearly marked so agents fill them every time
Includes the variants the scenario needs (resolved / more-info / escalating)
Sounds like a person — contractions, warmth — not a corporate template
Anti-Patterns
Do not write "Dear valued customer" / robotic openers — acknowledge the actual person and problem
Do not make it un-personalisable — a macro with no slots gets sent cold and feels like spam
Do not bury the answer in apology — empathise briefly, then solve
Do not over-promise on escalations — give an honest, realistic timeframe
Do not write one macro for a scenario with multiple outcomes — give the resolved/more-info/escalating variants