Scripts & Templates

These twelve original templates are free to use and adapt. Replace placeholders, remove irrelevant language, and confirm that every promise is authorized. Need a draft tailored to a situation? Try the response builder.

Everyday replies and difficult moments

Hi [name], I received your question about [issue]. I will review it and update you by [time].

To help with [goal], could you send [specific detail]? Please avoid sending passwords or unnecessary sensitive information.

Start with [step one], then [step two]. You should see [expected result]. If you see something different, reply with [useful detail].

We completed [action]. We are waiting on [dependency]. I will send your next update by [time].

We have [action taken]. Please check [expected result] and let me know if anything still needs attention.

Your [item or service] is taking longer than expected. Our current estimate is [date]. The available alternatives are [options].

We missed [commitment]. I am sorry for the extra effort this caused. Here is what we are doing next: [authorized action].

I can review your request against [policy]. Please share [necessary detail]. I will respond by [time].

We cannot offer [request]. The available alternatives are [options]. If you would like a review, I can send the details to [authorized team].

I am sending this to [team] with your conversation history included. [Owner] will update you by [time].

How easy was it to resolve your issue? Your answer will help us improve [process].

I am checking that [resolution] worked as expected. If the issue remains, reply here and I will continue helping.

A one-page SOP outline

1. Trigger: What kind of request starts this workflow?
2. Information: What must be verified?
3. Owner: Who handles the case and covers absences?
4. Decision: What actions are authorized?
5. Escalation: Who reviews exceptions?
6. Follow-up: When is the next update?
7. Closure: What evidence shows the case is complete?