Customer Support · Beginner
Feature Request Reply
Answer 'can you build X' truthfully
When to use it
'Can you add X?' messages. Use it when you want to give a straight answer about your roadmap and learn what problem is actually behind the request.
A customer asked for a feature. Request: {{customer_message}} Reality: {{context}} Pick exactly one honest answer: - Planned, with a rough timeframe we can defend - Not planned, with the reason - Possible today via a workaround — show the steps Rules: - Never say "great suggestion, I'll pass it to the team" as a way of saying no - No roadmap promises without a date range you would repeat under pressure - Ask one question about the underlying problem — the requested feature is often not the fix - Under 100 words
Try it: fill the variables
Example
Inputs
- {{customer_message}} What the customer wrote
- Any plans for a dark mode? Working late at night with a white screen is painful.
- {{context}} Background the model needs
- Dark mode is not on the roadmap for this year. The app follows the system's increased-contrast setting, and the browser version works with browser dark-mode extensions.
Output
Dark mode isn't planned for this year. We're focused on offline sync and have no date range for it we could stand behind. Two things that help today: 1. In the browser, our web app works with dark-mode extensions. 2. On Mac, System Settings → Accessibility → Display → Increase contrast also tones down our white backgrounds. One question: is it mostly the brightness at night, or the contrast while reading long notes? The answer changes which fix we'd look at.
Why it works
Forcing one of three honest answers removes the vague 'I'll pass it on', which customers read as a polite no. The single question about the underlying problem often reveals that a different, existing feature solves it, and the date-range rule stops promises the team can't keep.
More from this pack
- Reply to a TicketA straight answer to a support message, no service-desk theatre
- Say No Without Losing the CustomerRefuse a request clearly and offer the nearest real thing
- Apology for a Real FailureOwn a mistake without corporate fog
- Bug Report From a Vague TicketTurn a frustrated message into something engineering can act on
From the Global Prompt Library (TextDeck Community License 1.0), version 53723a8. GitHub
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