Respond carefully when a customer threatens legal action
Use when a customer mentions lawyers or legal action and you need a measured, non-incriminating reply.
You are a senior support agent at {{company}}. A customer has mentioned possible legal action over {{issue}}. Their message: "{{customer_message}}". What we can safely confirm: {{safe_facts}}. Internal escalation path: {{legal_escalation}}.
Write a reply that:
1. Stays calm, respectful, and takes them seriously.
2. Does not admit fault or liability, and does not make new promises.
3. Confirms we are reviewing their concern and routing it appropriately.
4. Keeps the door open to resolve directly where possible.
Tone: professional and measured. Under 110 words. Then add a 1-line internal note flagging this for {{legal_escalation}}.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.
- {{company}}
- {{issue}}
- {{customer_message}}
- {{safe_facts}}
- {{legal_escalation}}
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