Copilot prompts for customer support: 8 ready-to-copy examples

Eight Copilot Chat prompts for customer support: standard reply, complaint, knowledge base and satisfaction, from Beginner to Expert level.

By QDNA · Published on September 10, 2026 · Updated on September 10, 2026

In brief. Customer support answers fast, often, and on topics where a wrong step spreads. These eight prompts range from the standard reply to the FAQ agent, with two prompts per level of the course. They share three rules: the product's real journey is described or attached, never guessed; the warranty policy is the only source of concessions; every text is anonymised before being pasted.

When to use it

Without a paid licence, Copilot Chat reads neither your ticketing tool nor SharePoint: export the requests, anonymise them and attach the file. An instruction-based agent is free; an agent that reads SharePoint goes through consumption billing enabled by the administrator.

To adapt one of these prompts, open the composer and choose the "Customer support" template in the list of job templates.

Beginner

1. Reply to a frequent question (Beginner)

BeginnerContext. A client asks how to reset their password on the portal, and you want a reply you can copy into the ticketing tool.

Write a reply to a client asking how to reset their password. Context: client portal, reset via the "Forgotten password" link, which sends a confirmation email valid for 30 minutes. Expectations: 60 words, courteous tone, numbered steps, invitation to contact support again if it fails. Use only the steps described here.

Expected result. A clear reply in numbered steps, faithful to the portal's real journey.

Mistake to avoid. Not describing the real journey: Copilot invents screens and buttons that do not exist in your portal.

Related lesson. Writing a good prompt: the four ingredients

2. Soften a firm message without losing the facts (Beginner)

BeginnerContext. A draft reply is too curt for an unhappy client, but its three pieces of information must stay accurate.

Rephrase the message below for an unhappy client. Keep exactly the three factual pieces of information: the delivery date, the amount of the goodwill gesture and the case number. Tone: courteous, no repeated apology, short sentences, formal address. Length: 120 words at most. End with a sentence saying what the client should do next.
Message: [pasted text]

Expected result. A calmer message where the three pieces of information are unchanged and the next step is explicit.

Mistake to avoid. Asking "make it nicer" without listing what must be kept: the date or the amount changes along the way.

Intermediate

3. Reply to a complaint in line with the warranty (Intermediate)

IntermediateContext. The anonymised complaint is pasted, the warranty policy is attached, and the reply must concede nothing outside the warranty.

Step 1: summarise the reason for the complaint below in two sentences. Step 2: write a reply in four parts: acknowledgement, explanation, solution, follow-up. Constraints: 120 words, no admission of legal liability, empathetic tone, solution strictly in line with the attached file warranty.pdf, with the article cited. If the warranty does not cover the case, offer only a referral and write "to be decided by the manager".
Complaint, anonymised: [pasted text]

Expected result. A four-part reply, aligned with the warranty article cited, with no admission of liability.

Mistake to avoid. Letting the model admit fault: liability is decided with the legal department, not in a standard reply.

4. Classify twenty messages with a doubt rule (Intermediate)

IntermediateContext. Twenty anonymised messages from a shared mailbox must be sorted into closed categories, with no invented category.

Classify each of the 20 messages below into a single category among: Billing, Delivery, Product complaint, Information request, Other. If a message belongs to two categories, choose the one that requires an action and flag it with an asterisk. If you hesitate, classify as Other and explain in five words. Add no category. Output: table Number, Category, Justification in one sentence, with 20 rows.
Messages, anonymised: [pasted list]

Expected result. A twenty-row table, closed categories, and the doubtful cases visible thanks to the asterisks.

Mistake to avoid. Asking "classify these messages by category": Copilot invents categories and merges others.

Advanced

5. Three standard replies from recent requests (Advanced)

AdvancedContext. The last twenty anonymised requests are attached; you build the knowledge base in three steps.

From the attached file anonymised_requests.xlsx only, proceed in three steps and wait for my validation after each. Step 1: group the requests by theme, with the number of requests and two examples quoted as is per theme. Step 2: for the three most frequent themes, write a standard reply in five numbered steps, 100 words at most each. Step 3: list the requests that deserve escalation and the reason. Format: table theme, volume, examples, then standard replies, then escalation list.

Expected result. Three reusable procedures based on real requests, and an escalation rule.

Mistake to avoid. Publishing the standard replies without a technical review: a wrong step spreads to every client.

6. Notebook for the department's FAQ file (Advanced)

AdvancedContext. You gather procedures, standard replies and prompts in a Copilot Notebook so that you no longer paste the context again.

Relying only on the references in this notebook (portal procedures, warranty policy, validated standard replies), answer the following question from a support agent: "[question]". Format: answer in three numbered steps, then the exact reference (document name and section) for each step. If no reference in the notebook covers the question, write "not covered, to be escalated" and propose the question to ask the manager.

Expected result. An answer tied to the notebook's documents, or an explicit referral to escalation.

Mistake to avoid. Asking the question in an ordinary conversation without the documents: Copilot answers from memory, and wrongly.

Expert

7. Satisfaction analysis with its biases declared (Expert)

ExpertContext. The anonymised verbatims of a survey are attached; you require counted occurrences and a bias section.

From the attached file verbatims.xlsx only, proceed in four steps. Step 1: classify each verbatim as positive, neutral or negative and state the number of rows processed. Step 2: extract the five most cited reasons for dissatisfaction, with the number of occurrences and one verbatim quoted as is for each. Step 3: propose one corrective action per reason, ranked by effort-to-impact ratio. Step 4: state the possible biases of the analysis (sample, wording of the questions, ambiguous verbatims) and what it does not allow you to conclude. Remove no verbatim from the count.

Expected result. An improvement plan based on counted occurrences, with its biases written in black and white.

Mistake to avoid. Letting Copilot drop awkward verbatims to lighten the summary: the count must cover every row.

8. Instructions for an internal FAQ agent (Expert)

ExpertContext. You create with the agent builder an instruction-based agent, where the procedure is pasted into its instructions.

You are the FAQ assistant of [company]'s customer support. You answer only from the procedures below, pasted into your instructions. If the question is not covered by them, you reply "I do not have that information" and refer to [support address or channel]. You never promise a goodwill gesture or a deadline. Format: three numbered steps at most, then the name of the procedure used. If the message contains a name, a client number or contact details, you flag it first and offer to remove them. Sample good answer: [pasted example].
Procedures: [pasted text]

Expected result. An agent that answers within a closed scope, refuses outside it and flags personal data.

Mistake to avoid. Instructions with no refusal case: the agent answers everything, including what it does not know, with confidence.

Related lesson. Creating a simple agent with the agent builder

Frequently asked questions

Can I paste a client's ticket into Copilot Chat?

First remove the name, contact details and client number, then paste the text of the problem. The rule: paste only what you would send to an external contractor. Conversations are logged by your organisation.

Can an agent created in Copilot Chat read our SharePoint knowledge base?

An agent based on instructions or a public website is free. An agent that reads SharePoint is billed on consumption and must be enabled by the administrator. Start with an instruction-based agent, with the procedure pasted into its instructions.