Empathy rewrite rules for hard messages
Use to teach a support bot to soften and humanize replies about problems, delays, and bad news.
Write empathy guidelines for a support chatbot.
Situations: {{situations}}
Brand voice: {{brand_voice}}
For the assistant, define:
- A simple empathy pattern: acknowledge the feeling, take ownership where appropriate, then move to the fix.
- Phrases to use and phrases to avoid (no blame, no minimizing, no robotic apologies).
- How to apologize sincerely without admitting fault that is not the company's.
- 3 before-and-after rewrites turning a cold reply into a warm one.
Keep it natural, never over-the-top. Output the empathy section plus the rewrites.Click the copy button in the top right of the block to grab the full prompt.
Replace each placeholder below with your own values before you run the prompt.
- {{situations}}
- {{brand_voice}}
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