{ "appVersion": "PromptCollectorPro_v1.2_Backup", "exportTimestamp": "2026-07-20T09:15:00.615Z", "folders": [ { "id": 1, "name": "Greetings & Acknowledgements", "order": 0 }, { "id": 2, "name": "Order Status & Shipping", "order": 1 }, { "id": 3, "name": "Refunds & Returns", "order": 2 }, { "id": 4, "name": "Billing & Payments", "order": 3 }, { "id": 5, "name": "Technical Issues", "order": 4 }, { "id": 6, "name": "Account & Login", "order": 5 }, { "id": 7, "name": "Complaints & Apologies", "order": 6 }, { "id": 8, "name": "Feature Requests & Feedback", "order": 7 }, { "id": 9, "name": "Closing & Follow-up", "order": 8 }, { "id": 10, "name": "Escalation & Handoff", "order": 9 }, { "id": 11, "name": "Policies & Out of Scope", "order": 10 } ], "prompts": [ { "id": 1, "folderId": 1, "title": "Warm greeting", "content": "Hi {{customer_name}}, thanks for reaching out to {{company}}! I'm {{agent_name}} and I'll be happy to help you today.", "tags": [ "greeting" ], "shortcut": "greet", "order": 0, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 2, "folderId": 1, "title": "Ticket received", "content": "Hi {{customer_name}}, thanks for getting in touch. I've received your request and I'm looking into it now — I'll get back to you shortly with an update.", "tags": [ "greeting", "status" ], "shortcut": "received", "order": 1, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 3, "folderId": 1, "title": "Thanks for your patience", "content": "Thank you so much for your patience, {{customer_name}}. I appreciate you giving me the time to look into this properly.", "tags": [ "greeting" ], "shortcut": "patience", "order": 2, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 4, "folderId": 1, "title": "Following up", "content": "Hi {{customer_name}}, I'm just following up on your request. Do you still need help with this? I'm here whenever you're ready.", "tags": [ "greeting", "followup" ], "shortcut": "followup", "order": 3, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 5, "folderId": 1, "title": "Good to hear from you again", "content": "Hi {{customer_name}}, great to hear from you again! Let's get this sorted out for you.", "tags": [ "greeting" ], "shortcut": "returning", "order": 4, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 6, "folderId": 2, "title": "Order confirmed", "content": "Good news, {{customer_name}}! Your order {{order_number}} is confirmed and being prepared. You'll receive a shipping notification as soon as it's on its way.", "tags": [ "orders" ], "shortcut": "confirmed", "order": 0, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 7, "folderId": 2, "title": "Order shipped", "content": "Your order {{order_number}} has shipped! You can track it here: {{tracking_link}}. Estimated delivery is {{delivery_date}}.", "tags": [ "orders", "shipping" ], "shortcut": "shipped", "order": 1, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 8, "folderId": 2, "title": "Shipping delay", "content": "Hi {{customer_name}}, I'm sorry for the delay with order {{order_number}}. It's currently held up in transit, and the updated estimated delivery is {{delivery_date}}. I'll keep an eye on it and let you know the moment it moves.", "tags": [ "orders", "shipping" ], "shortcut": "delay", "order": 2, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 9, "folderId": 2, "title": "Where is my order", "content": "Thanks for checking in, {{customer_name}}. Order {{order_number}} is currently {{status}}. Here's the live tracking: {{tracking_link}}. Please let me know if anything looks off.", "tags": [ "orders", "shipping" ], "shortcut": "wismo", "order": 3, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 10, "folderId": 2, "title": "Address change request", "content": "Hi {{customer_name}}, I can help update the delivery address for order {{order_number}}. Could you reply with the full corrected address? I'll update it right away if it hasn't shipped yet.", "tags": [ "orders" ], "shortcut": "address", "order": 4, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 11, "folderId": 3, "title": "Refund approved", "content": "Hi {{customer_name}}, your refund for order {{order_number}} has been approved. You'll see {{amount}} back on your original payment method within {{days}} business days.", "tags": [ "refunds" ], "shortcut": "refund", "order": 0, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 12, "folderId": 3, "title": "How to return an item", "content": "Happy to help with your return, {{customer_name}}. Here's how: 1) Reply with your order number and the item(s), 2) I'll email you a prepaid return label, 3) Drop it off and we'll process your refund once it's received.", "tags": [ "refunds", "returns" ], "shortcut": "return", "order": 1, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 13, "folderId": 3, "title": "Refund timeline", "content": "Your refund has been processed on our end, {{customer_name}}. Depending on your bank, it can take {{days}} business days to appear. If it hasn't arrived by then, just let me know and I'll investigate.", "tags": [ "refunds" ], "shortcut": "refundtime", "order": 2, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 14, "folderId": 3, "title": "Exchange instead of refund", "content": "Of course, {{customer_name}} — I can set up an exchange instead. Which item would you like in its place? I'll get the replacement on its way as soon as we receive the original.", "tags": [ "refunds", "returns" ], "shortcut": "exchange", "order": 3, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 15, "folderId": 3, "title": "Outside return window", "content": "Thanks for reaching out, {{customer_name}}. This order falls just outside our {{window}}-day return window, so I'm not able to process a standard return. That said, I'd still like to help — let me see what options I can offer you.", "tags": [ "refunds", "policy" ], "shortcut": "returnwindow", "order": 4, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 16, "folderId": 4, "title": "Payment failed", "content": "Hi {{customer_name}}, it looks like your recent payment didn't go through. This is usually a temporary bank issue. You can retry here: {{billing_link}}. Let me know if it keeps failing and I'll dig deeper.", "tags": [ "billing" ], "shortcut": "payfail", "order": 0, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 17, "folderId": 4, "title": "Invoice attached", "content": "Hi {{customer_name}}, please find your invoice for {{period}} attached. Let me know if you need it addressed to a different company name or VAT number.", "tags": [ "billing" ], "shortcut": "invoice", "order": 1, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 18, "folderId": 4, "title": "Explain a charge", "content": "Thanks for flagging this, {{customer_name}}. The charge of {{amount}} on {{date}} corresponds to {{description}}. I've attached the itemized breakdown — let me know if anything still looks unclear.", "tags": [ "billing" ], "shortcut": "charge", "order": 2, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 19, "folderId": 4, "title": "Update payment method", "content": "You can update your payment details securely here: {{billing_link}}. Once it's saved, future charges will use the new method automatically. Let me know if you hit any snags.", "tags": [ "billing" ], "shortcut": "updatecard", "order": 3, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 20, "folderId": 4, "title": "Cancel subscription", "content": "I can help with that, {{customer_name}}. Before I cancel, I want to make sure I'm not missing a chance to fix something — is there a specific issue driving this? Either way, I'll respect your decision and confirm once it's done.", "tags": [ "billing" ], "shortcut": "cancelsub", "order": 4, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 21, "folderId": 5, "title": "Troubleshooting steps", "content": "Sorry you're running into this, {{customer_name}}. Let's try a few quick steps: 1) Refresh the page, 2) Clear your cache, 3) Try a different browser. Could you let me know if any of these help, and what happens if they don't?", "tags": [ "technical" ], "shortcut": "troubleshoot", "order": 0, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 22, "folderId": 5, "title": "Need more details", "content": "To get to the bottom of this, could you share: what you were doing when it happened, any error message you saw (a screenshot is perfect), and your browser/device? That'll help me reproduce and fix it faster.", "tags": [ "technical" ], "shortcut": "details", "order": 1, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 23, "folderId": 5, "title": "Known issue", "content": "Thanks for reporting this, {{customer_name}}. This is a known issue our team is actively working on. I've added your report to the case and will notify you the moment it's resolved.", "tags": [ "technical" ], "shortcut": "knownissue", "order": 2, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 24, "folderId": 5, "title": "Bug fixed", "content": "Good news, {{customer_name}} — the issue you reported has been fixed and the update is now live. Could you try again and confirm everything's working on your end?", "tags": [ "technical" ], "shortcut": "bugfixed", "order": 3, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 25, "folderId": 5, "title": "Clear cache instructions", "content": "A quick cache clear often does the trick: open your browser settings, find \"Clear browsing data,\" select \"Cached images and files,\" and confirm. Then reload the page and let me know if it's sorted.", "tags": [ "technical" ], "shortcut": "cache", "order": 4, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 26, "folderId": 6, "title": "Password reset", "content": "No problem, {{customer_name}}. You can reset your password here: {{reset_link}}. The link is valid for {{minutes}} minutes. If it expires, just request a new one and I'll make sure it comes through.", "tags": [ "account" ], "shortcut": "resetpw", "order": 0, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 27, "folderId": 6, "title": "Can't log in", "content": "Let's get you back in, {{customer_name}}. First, could you confirm the email on your account? I'll check that everything's active on our side while you try a password reset here: {{reset_link}}.", "tags": [ "account" ], "shortcut": "cantlogin", "order": 1, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 28, "folderId": 6, "title": "Verify identity", "content": "For your security, I just need to verify a couple of details before making changes. Could you confirm the email and the {{detail}} associated with your account? Thanks for helping keep your account safe.", "tags": [ "account", "security" ], "shortcut": "verify", "order": 2, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 29, "folderId": 6, "title": "Account locked", "content": "Your account was temporarily locked after several failed login attempts — a standard safety measure. I've unlocked it now; please try again, and reset your password here if needed: {{reset_link}}.", "tags": [ "account", "security" ], "shortcut": "locked", "order": 3, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 30, "folderId": 6, "title": "Change email on file", "content": "Happy to update the email on your account, {{customer_name}}. For security, I'll send a confirmation link to both the old and new address. Once you confirm, the change takes effect immediately.", "tags": [ "account" ], "shortcut": "changeemail", "order": 4, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 31, "folderId": 7, "title": "Sincere apology", "content": "I'm truly sorry for the trouble this has caused, {{customer_name}}. This isn't the experience we want for you, and I want to make it right. Here's what I'm going to do:", "tags": [ "apology", "escalation" ], "shortcut": "sorry", "order": 0, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 32, "folderId": 7, "title": "Take ownership", "content": "You're right to be frustrated, {{customer_name}}, and I take full responsibility for sorting this out. Give me a little time to get you a proper resolution rather than a quick brush-off.", "tags": [ "apology" ], "shortcut": "ownit", "order": 1, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 33, "folderId": 7, "title": "De-escalate", "content": "I completely understand why this is upsetting, {{customer_name}}. Let's slow down and fix it together. Could you tell me the single most important thing you need resolved first? I'll start there.", "tags": [ "apology", "escalation" ], "shortcut": "deescalate", "order": 2, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 34, "folderId": 7, "title": "Making it right (goodwill)", "content": "As an apology for the inconvenience, I've applied {{gesture}} to your account. It doesn't undo the hassle, but I hope it shows we take this seriously. Thank you for your patience with us.", "tags": [ "apology" ], "shortcut": "goodwill", "order": 3, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 35, "folderId": 7, "title": "Service outage apology", "content": "I'm sorry for the disruption during today's outage, {{customer_name}}. Service has now been fully restored. If you experienced any data or order issues as a result, reply here and I'll resolve them right away.", "tags": [ "apology", "technical" ], "shortcut": "outage", "order": 4, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 36, "folderId": 8, "title": "Thanks for the feedback", "content": "Thank you for taking the time to share this, {{customer_name}} — feedback like yours is exactly how we improve. I've passed it to our product team and logged it against your account.", "tags": [ "feedback" ], "shortcut": "feedback", "order": 0, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 37, "folderId": 8, "title": "Feature not available yet", "content": "Great suggestion, {{customer_name}}. That's not something we offer just yet, but it's on our radar. I've added your vote to the request so it carries more weight with the team.", "tags": [ "feedback" ], "shortcut": "notyet", "order": 1, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 38, "folderId": 8, "title": "Feature now available", "content": "You asked, we built it! The feature you requested — {{feature}} — is now live. I remembered you were interested, so I wanted to let you know first. Enjoy!", "tags": [ "feedback" ], "shortcut": "nowavailable", "order": 2, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 39, "folderId": 8, "title": "Ask for a review", "content": "So glad I could help, {{customer_name}}! If you have a spare moment, a short review here would mean a lot to our small team: {{review_link}}. No pressure at all — thank you either way!", "tags": [ "feedback", "closing" ], "shortcut": "review", "order": 3, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 40, "folderId": 8, "title": "NPS follow-up", "content": "Thanks for your rating, {{customer_name}}. I'd love to understand what would have made it a perfect experience — even one sentence helps us do better next time.", "tags": [ "feedback" ], "shortcut": "nps", "order": 4, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 41, "folderId": 9, "title": "Anything else?", "content": "Is there anything else I can help you with today, {{customer_name}}? I'm happy to keep going until everything's sorted.", "tags": [ "closing" ], "shortcut": "anythingelse", "order": 0, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 42, "folderId": 9, "title": "Closing the ticket", "content": "I'll go ahead and close this ticket for now, {{customer_name}}. If anything comes up, just reply to this email and it'll reopen — no need to start over. Take care!", "tags": [ "closing" ], "shortcut": "close", "order": 1, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 43, "folderId": 9, "title": "Checking back in", "content": "Hi {{customer_name}}, just checking back to make sure {{issue}} is fully resolved on your end. If everything's good, you don't need to do a thing — I just wanted to be sure.", "tags": [ "closing", "followup" ], "shortcut": "checkin", "order": 2, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 44, "folderId": 9, "title": "Have a great day", "content": "Thanks again for reaching out, {{customer_name}}. Wishing you a great rest of your day — and don't hesitate to come back if you need anything!", "tags": [ "closing" ], "shortcut": "bye", "order": 3, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 45, "folderId": 9, "title": "Resolved confirmation", "content": "Glad that worked, {{customer_name}}! I'll mark this as resolved. It was a pleasure helping you today.", "tags": [ "closing" ], "shortcut": "resolved", "order": 4, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 46, "folderId": 10, "title": "Escalating to a specialist", "content": "This one needs a specialist's eyes, {{customer_name}}, so I'm escalating it to our {{team}} team to make sure it's handled properly. They'll follow up within {{timeframe}}. You won't need to repeat anything — I've passed on the full context.", "tags": [ "escalation" ], "shortcut": "escalate", "order": 0, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 47, "folderId": 10, "title": "Handoff to a colleague", "content": "My colleague {{colleague_name}} is better placed to help with this and will take it from here. I've briefed them fully, so you're in good hands, {{customer_name}}.", "tags": [ "escalation" ], "shortcut": "handoff", "order": 1, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 48, "folderId": 10, "title": "Manager callback", "content": "I understand you'd like to speak with a manager, {{customer_name}}. I've arranged a callback from {{manager_name}} on {{date}} around {{time}}. Does that work for you?", "tags": [ "escalation" ], "shortcut": "callback", "order": 2, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 49, "folderId": 10, "title": "Need internal check", "content": "I want to give you the right answer rather than a guess, so I'm confirming this with our {{team}} team. I'll come back to you by {{timeframe}} with a clear resolution.", "tags": [ "escalation" ], "shortcut": "internalcheck", "order": 3, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 50, "folderId": 10, "title": "Priority flagged", "content": "I've flagged this as priority given the impact on you, {{customer_name}}. You'll hear back from us faster than the usual queue — thank you for bearing with us.", "tags": [ "escalation" ], "shortcut": "priority", "order": 4, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 51, "folderId": 11, "title": "Politely declining", "content": "I really wish I could help with this one, {{customer_name}}, but it falls outside what we're able to do here. What I *can* do is {{alternative}} — would that work for you?", "tags": [ "policy" ], "shortcut": "decline", "order": 0, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 52, "folderId": 11, "title": "Explain a policy", "content": "Thanks for asking, {{customer_name}}. Our policy on {{topic}} is {{summary}}. I know policies can be frustrating — if there's a specific situation here, tell me more and I'll see how much flexibility I have.", "tags": [ "policy" ], "shortcut": "policy", "order": 1, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 53, "folderId": 11, "title": "Refer elsewhere", "content": "This is handled by {{other_party}} rather than us, {{customer_name}}. Here's the best way to reach them: {{contact}}. If you hit a wall there, come back to me and I'll see what else I can do.", "tags": [ "policy" ], "shortcut": "refer", "order": 2, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 54, "folderId": 11, "title": "Privacy / data request", "content": "Thanks for your request regarding your data, {{customer_name}}. I'm forwarding this to our privacy team, who will respond within {{days}} days in line with our data protection obligations.", "tags": [ "policy", "security" ], "shortcut": "privacy", "order": 3, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 }, { "id": 55, "folderId": 11, "title": "Terms clarification", "content": "Good question, {{customer_name}}. In short, {{summary}}. You can read the full details here: {{terms_link}}. Let me know if any part is unclear and I'll break it down.", "tags": [ "policy" ], "shortcut": "terms", "order": 4, "isArchived": false, "createdAt": 1784538900615, "updatedAt": 1784538900615 } ] }