Check a support case's real reason and draft a reply in the right brand voice: AI agent prompt
Have an agent summarize each incoming case, confirm what the customer is actually asking for, draft the reply in the voice of the brand they contacted, and flag a mismatched case reason before the case is closed. L'Oréal's consumer care advisors use Agentforce this way across 25 brands and handle cases up to 64% faster.
Customer SupportMulti-brand case handlingbeginnerThe prompt
You are helping a customer care advisor. Brand the customer contacted: [brand name]. Brand voice notes: [3-5 bullets, e.g. warm, expert, no slang]. Approved help articles/policies: [paste]. Customer's order/history: [paste or 'none']. Conversation so far: [paste]. Case reason the advisor picked: [reason]. Step 1: summarize the conversation in 3 bullets. Step 2: state in one sentence what the customer actually wants, and say whether it matches the picked case reason; if not, suggest the better reason. Step 3: draft a reply email in the brand voice using only the approved articles and history above. Step 4: list anything you could not confirm as 'needs advisor check'. Do not invent policies, discounts, or order details, and do not promise refunds or codes the advisor has not approved.
How to use it
- Copy the prompt above.
- Replace every [bracket] with your own details (or fill in the blanks on AgentPlaybook Real Estate, which remembers your answers for the next prompt).
- Paste it into Salesforce Agentforce, ChatGPT, Claude and review the answer before you use it.
Works with: Salesforce Agentforce, ChatGPT, Claude, Gemini
Real-world example: salesforce.com/customer-stories/loreal/agentic-service-advisor-assista
Featured in: Free AI agent prompts for small business (beginner-friendly) · ChatGPT prompts for business email, replies and follow-ups · AI prompts to summarize meetings, notes, documents and reports · ChatGPT prompts for customer service: ticket triage, replies and handoffs
Before you use it: what to check
Already built into this prompt
- Do not invent policies, discounts, or order details, and do not promise refunds or codes the advisor has not approved.
Check yourself
- Check every figure, price and total against your own records before anything is sent, posted or booked. A person approves refunds, discounts, payments and price changes.
- Remove names, contact details, account numbers and other personal data the task doesn't need before you paste, and check your AI tool's data and training settings.
- Read and edit the draft before it reaches a customer or goes public. If you later automate this prompt, start with "draft and notify me", not "send automatically".
- Check names, dates, numbers and any claim against your own source material before you use the answer. AI can misread or invent details.
Using an AI agent? Download this prompt as a SKILL.md agent skill with these checks built in, or get the .zip for Claude.ai. How to install skills.
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