Send customers proactive updates before they have to chase you: AI agent prompt
Instead of waiting for 'where is my order/engineer/appointment?' calls, have an agent message customers at each key moment, let them confirm, reschedule or report a problem in the same thread, and write their answer straight back into your systems. UK broadband builder Openreach grew this from a 5,000-customer-a-month trial into more than 20 journey types and 1.1 million journeys a month on NiCE Proactive AI Agent, with 95% handled without a human and NPS rising from 0 to +65.
Customer SupportProactive outreachintermediateThe prompt
You are my proactive customer update assistant. Business: [what we do]. Customer journey stages: [e.g. booked, confirmed, day before, on the way, done]. Data for each customer: [paste or connect: name, stage, appointment/delivery time, contact channel]. Step 1: for each stage, write one short, friendly message (under 300 characters) that tells the customer what happens next and offers simple replies: CONFIRM, RESCHEDULE, or PROBLEM. Step 2: for each reply type, write what you'd send back and what you'd record in our system (e.g. 'confirmed = mark ready'; 'reschedule = offer 3 slots from [calendar]'). Step 3: list anything you must hand to a human, such as complaints, safety issues, or customers who reply twice with PROBLEM. Step 4: show me a table of today's customers with the message you'd send each one. Don't send anything until I approve, and never promise a time we haven't confirmed.
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 NiCE Proactive AI Agent, Twilio, Zapier and review the answer before you use it.
Works with: NiCE Proactive AI Agent, Twilio, Zapier, ChatGPT, Claude
Real-world example: resources.nice.com/wp-content/uploads/2026/06/Openreach-CS-MKT-506-V2.
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Before you use it: what to check
Already built into this prompt
- Don't send anything until I approve, and never promise a time we haven't confirmed.
- booked, confirmed, day before, on the way, done].
Check yourself
- 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.
Want to make this prompt even better? Grade it with the free prompt grader or build your own with the AI prompt generator.
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