Skill library / ChatGPT

Customer Support Reply skill for ChatGPT

Support replies need to be kind, accurate and final. This ChatGPT project follows your policies, acknowledges the problem, and gives the customer a clear next step without over-promising.

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What it's good for

How the skill works

  1. Identify the issue type: refund, delivery, technical, billing, complaint
  2. Check the relevant policy in the knowledge files
  3. Acknowledge the problem in one sentence without blame
  4. Give the resolution or next step with a timeframe
  5. Close with a single, specific offer of further help

Built-in rules

Example

You: “Customer says their parcel hasn't arrived after 10 days.”
Result: A 90-word reply apologising, explaining the tracking check, and offering a resend after 2 more days per policy.

SKILL.md template

Save as customer-support-reply/SKILL.md.

---
name: customer-support-reply
description: "Drafts empathetic, policy-compliant customer support replies that resolve the issue in one message. Use when the user pastes a customer email, ticket or complaint and asks for a reply."
---

# Customer Support Reply

## Workflow
1. Identify the issue type: refund, delivery, technical, billing, complaint
2. Check the relevant policy in the knowledge files
3. Acknowledge the problem in one sentence without blame
4. Give the resolution or next step with a timeframe
5. Close with a single, specific offer of further help

## Rules
- Never promise refunds or credits outside policy limits
- Ask for the order number if it's missing
- Keep replies under 150 words unless troubleshooting

How to install in ChatGPT

Works on the free plan: create a Project (sidebar → Projects → New project), open Project settings and paste the instructions into Instructions. Or paste a short version (up to 1,500 characters on free plans) into Settings → Personalisation → Custom instructions.

Pro tip

Upload your refund, returns and shipping policies as Knowledge files so replies cite real rules.

Want it tailored to how you work?

Answer a few questions and get a customised version with examples, a Cursor rule and GPT/Gem instructions, emailed free.

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FAQ

How do I install the customer support reply skill in ChatGPT?

Works on the free plan: create a Project (sidebar → Projects → New project), open Project settings and paste the instructions into Instructions. Or paste a short version (up to 1,500 characters on free plans) into Settings → Personalisation → Custom instructions.

Is it free?

Yes. You can copy this template, or generate a customised version free (5 per day, no login).

Does it work on other platforms?

Yes. The SKILL.md follows the open Agent Skills standard, and every generated package also includes a Cursor rule and ChatGPT/Gemini instructions.

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