# Customer support

> Answer faster without sounding like a robot: personal replies, macros, and ticket details on tap.

Support work is full of answers you’ve written a hundred times. SimpleFill lets you send them in seconds while still sounding like a person, not a macro.

## Set up your reply library

Create a **Support** [folder](https://simplefill.app/docs/folders), then a rich [snippet](https://simplefill.app/docs/snippets) for each common answer:

| Shortcut | Reply |
| --- | --- |
| `;hi` | A friendly greeting with the customer’s name |
| `;refund` | How refunds work and how long they take |
| `;shipping` | Shipping times and tracking |
| `;reset` | How to reset a password |
| `;bug` | Thanks for the report, here’s what happens next |
| `;bye` | A warm sign-off with your signature |

## Make every reply personal

Add a **Text** [Field](https://simplefill.app/docs/fields) called `first-name` with a `titleCase` [Transform](https://simplefill.app/docs/transforms), so it looks right however you type it:

```
Hi {{first-name | titleCase}},

Thanks for getting in touch! I’ve issued a full refund for order
{{order-number}}. You’ll see it on your statement within
{{refund-time}}, usually sooner.

@signature
```

Make `refund-time` a **Dropdown** with options like `3–5 business days` and `5–10 business days`, so you pick instead of type.

## End every reply the same way

Put your sign-off in a [Block](https://simplefill.app/docs/blocks) called `signature`, with your name, team, and help center link, then end each reply with `@signature`. When your team’s details change, you update one Block.

## Promise dates that are always right

```
We’ll get back to you by {{date | addBusinessDays(2) | formatDate("dddd, D MMMM")}}.
```

That’s always two working days from today, written out in full, like *Tuesday, 27 October*.

## Show different text for different customers

With a **Dropdown** Field `plan` and an [If / Else](https://simplefill.app/docs/conditions), one reply can cover everyone: Pro customers see the priority-support line, and everyone else sees the standard one.

## Let AI help with the hard ones

- Select a customer’s long message and run **Summarize** to see the gist.
- Draft a quick answer, then run `;pro` to make it professional, or `;fix` to clean it up.
- Run **Generate Reply** in the empty reply box under an angry message for a calm first draft you can edit. Add your sign-off and how you like to write to [Memory](https://simplefill.app/docs/ai-actions#memory), and every draft sounds like you.
- Create a custom [AI action](https://simplefill.app/docs/ai-actions) called *Empathize*: “Rewrite this reply so it acknowledges the customer’s frustration first, then gives the answer.”

## Start from a template

The marketplace’s [Customer Support](https://simplefill.app/marketplace?type=template) templates give you polished replies to start from: out-of-office notes, refund confirmations, incident updates, and more.

## Tips

- Keep shortcuts short and consistent. Starting every support shortcut the same way, like `;s.refund` and `;s.ship`, makes them easy to find in the [shortcut dropdown](https://simplefill.app/docs/shortcut-expansion#the-shortcut-dropdown).
- Use [Quick Access](https://simplefill.app/docs/quick-access) when you don’t remember a shortcut: type `refund` and press Enter.
- Helpdesks like Zendesk, Intercom, and Help Scout use rich editors, so formatting and links come through.

Source: https://simplefill.app/docs/use-cases/customer-support