Support reply checklist: five quick checks before you send
Paste a draft and run five quick checks before it goes out: greeting, acknowledgement, next step, length and plain wording.
Checks passed
5 of 5
- Pass · Starts with a greeting or the customer's name
- Pass · Acknowledges the problem or says thanks early
- Pass · Says what happens next or what to do
- Pass · Fits in 150 words or fewer
- Pass · Avoids stock phrases
The checks look for patterns, so they catch the obvious. A person should still read the reply once before it goes out.
Questions
What does the checklist look for?
A greeting, an early acknowledgement or thanks, a clear next step near the end, a length of 150 words or fewer and no stock phrases.
Why check a reply before sending?
Most reply mistakes are small and easy to miss when you are busy: no next step, a cold opening or a wall of text. A quick check catches them.
Does a full pass mean the reply is good?
No. It means the basics are there. Accuracy and tone still need a human read.
Can I use it for chat replies?
You can, but chat is shorter and less formal, so a missing greeting matters less. Use the checks as a guide.
Is my text stored anywhere?
No. The checklist runs in your browser and nothing is sent to a server.
Link to this page
Free to use and share. If it helped, a link back is the best thanks.
<a href="https://flatdeskfinal.vercel.app/free-tools/support-reply-checklist">Support reply checklist</a>Guides that go with this tool
- Write a customer apology that repairs trustHow to write an apology email to a customer: what to name, what to offer, what to leave out and how to follow up so the apology is believed.
- Close the loop with customers after a bug fixHow to tell customers a bug they reported is fixed: keep a list of who reported it, write a short message and check that the fix worked for them.
- Merge two customer accounts without losing historyHow to handle a request to merge duplicate customer accounts: confirm ownership, choose the one to keep and keep the history.
- Explain an invoice to a confused customerHow to reply when a customer does not understand their invoice: read it first, explain line by line and fix real errors fast.
- Handle a bug you cannot reproduceHow to reply when a customer reports a bug you cannot reproduce: ask for specifics, test their setup and keep the thread alive.
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