Prompt library Small business and freelancers, Introductory, Drafting
Reply politely to a customer message
Draft a calm, polite reply to a customer question or complaint on WhatsApp or social media, in the customer's language.
Last reviewed: . Reviewer: Muhammad Asadullah.
Before you paste anything: remove your CNIC number, bank details, passwords, codes and other people’s private information. AI can be wrong, so check anything important.
When to use it
A customer has sent a question or a complaint on WhatsApp, Facebook or Instagram. You want to reply quickly and politely, without saying something you will regret or promising what you cannot do.
The prompt
Help me reply to a customer message for my small business.
The customer's message:
[Paste the message. Remove the customer's phone number and any payment details]
What happened, from my side:
[The facts, in a few lines]
What I have decided to offer:
[For example: a replacement, a refund, a delivery date or an apology only. Write "nothing decided yet" if you have not decided]
Write a short reply that:
- is in the same language the customer used (English, Urdu or Roman Urdu)
- thanks the customer and shows I understand the problem
- stays calm and polite, even if the customer is angry
- offers only what I have listed above
- is under [80] words and suits a chat message
Do not promise refunds, discounts, dates or anything else I have not listed. Do not invent facts about the order. If you need information I have not given, write [CHECK] in that place.How to fill it in
- Be clear about what you are willing to offer before you start. If you have not decided, say so and the reply will only acknowledge the problem.
- Remove the customer's number, address and payment details before pasting.
- If the customer wrote in Roman Urdu, the reply will be in Roman Urdu too.
Before you use the result
- Check that the reply promises nothing you have not decided.
- Read it out loud. It should sound like you, not like a robot.
- If the complaint is serious, such as a safety problem, call the customer instead of only sending a message.
Related guide: AI for a small shop or business.